Getting Not Shut Down Properly and Paper Jam Error.

[LadyMarius12]

I have tried a reset by powering down and factory reset. I have checked all the rollers and there is no paper in the machine anywhere.  I have cleaned the rollers. I can not remove the ink cartriages because the carriage will not move. I think I may need to do an advanced Reset. Can someone please help. The printer is only 13 months old.

[Roopa-S]

@LadyMarius12

Welcome to HP Forums, 
This is a great place to get support, find answers and tips. Thank you for posting your query. I'll be more than glad to help you out 🙂 

For additional troubleshooting steps to clear the paper jam error: Click here

I'm going to send you a private message with the information required to perform the advanced reset on the printer. The only reason why we are utilizing the instructions over the private message as these instructions are specific to your printer model.

To check your private message, please check your Private message icon on the upper right corner of your HP Forums profile.

Next, to your profile Name, you should see a little blue envelope, please click on it.

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!

[LadyMarius12]

Hi Roopa,

I followed the directions to do an advanced Reset. That cleared the problem with the not shut down properly error. But the paper Jam error message was still coming up. After resetting up my printer, it shut down. When I tried turning it on, it went to a blue screen that says C9C70000, and will not stay shut down when I press the Power Button. Is there anything else I can do on my end?

[Roopa-S]

@LadyMarius12

This looks like a hardware issue. I suggest calling our HP Support regarding warranty and service options.   

1) Click on this link – www.hp.com/contacthp/
2) Select the product type.
3) Enter the serial number of your device or select let HP detect your product option.
4) Select the country from the drop-down.
5) You should see the HP support number or Chat option listed. 

If you would like to thank us for our efforts , give us a virtual high-five by clicking the ‘Thumbs Up’ icon below.
Have a great day!

[LadyMarius12]

Thanks Goopa for trying to help. I was able to clear the Blue Screen and eventually shut the machine down by unplugging the power cord. However, the two original problems resurfaced. I had come to the conclusion at that time that I needed to have the printer serviced. I already know the warranty on it has expired (About a month ago).

[Roopa-S]

@LadyMarius12

I'm sorry those steps did not work for you. If the warranty has expired, you can try fixing it locally or call HP Support for upgrade options.