HP Office Jet 6962 False paper jam/turning off error

[laydeluck]

Have a brand new HP Office Jet 6962. I have used it a total of 5 times. ( bought Oct 31st 2018)

It started out of the blue telling me I have a paper jam, and I followed all the steps advised on the printer and online, including cleaning the print head, and ink cartirdges. 

- turn off printer, unplug,  un plug from all, hit power button, hold. then plug in and turn on. 

- clean printer headsand electronic plates. ( very tricky in this model)

- reset to factory defaults.

- turn off? spins forever.   or does turn off and when turned back on keeps giving the error, "did not turn off correctly" ( like its stuck in a loop)

I am frustrated beyond where I should be for such a simple error.  if I am advised to follow the same steps I just repeated about 12 times Im going to scream. 

From what I can see on the internet this is a pretty common error on these printers.  If it is a software error or sensor error, it seriously needs to be addressed. 

Is there any advice that can be offered other than what I have already listed? if not is there an HP printer repair service out there?

Thanks,. 

Laydeluck

[Jeet_singh]

@laydeluck,

Welcome to the HP Forums 🙂 I would like to take a moment and thank you for using this forum, it is a great place to find answers. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for First Time Here? Learn How to Post and More. I see from your post that you're having issues with the false paper Jam error message on your HP OfficeJet printer. Don't worry we'll work together to help you find a solution.

To provide you with an accurate solution, I'll need a few more details:

Have you checked for any obstructions inside the printer?

Have you tried to clean the cartridge contacts as well as the rollers?

Are you able to move the carriage freely?

Are you able to make a copy or print a test page from the printer?

In the meantime, let's try these steps here: 

Let's start off by updating the printer firmware. If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware update on your printer from our HP support website. Alternatively you can also try to update the printer firmware directly from the printer control panel.

For more details on how to update, please use this link: HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, I would suggest here is to do a hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Next thing, I would suggest here is to follow the steps suggested in the support document for - HP OfficeJet Pro 6900 Printers - Paper Jam Error

If you have followed the steps suggested and still having the issue, this could be a possible hardware failure. However there is no harm in trying to perform an advanced reset on the printer. 

I am sending you a private message with the steps to reset the printer. The reason why we are moving to private is because the instructions are specific to your printer model. Please check the mailbox icon at the top-right corner of this screen.

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.

I hope this helps resolve this issue completely,

Regards,