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‎03-28-2021 10:20 AM

HP Recommended
Product: HP OfficeJet Pro 6968
Operating System: macOS 11.0 Big Sur

Every time I turn my printer on it says I have a paper jam.  I've searched everywhere and don't see a jam.  Once I click ok, it then gives me a Printer Failure message (0x6100004a).  What can I do to rectify the problem?  I've tried unplugging and plugging the printer, and have also tried updating the firmware, but I'm not able to do that, because every time I try to download the firmware I get an error message on my computer telling me that my device is in an error state. Does anyone know what's wrong with my printer?  What can I do to fix it?  It's barely been used, and I can't believe it would already be broken!

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2 people had the same question
1 REPLY 1

‎03-31-2021 09:31 AM

HP Recommended

Hi @NeedHelp00, 

  

If you have already performed the steps from the document'0xc19a0005' or Similar Error Code Displays and the issue persists, it could be a hardware failure.

Please reach out to the HP Support in your region regarding the service options for your printer.

 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it. 

 

Hope this helps!

 

And, Welcome to the HP Support Community. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping

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