HP Office Jet Pro 6960 not printing due to an error

[e_valentova]

Hello!

We have a HP Office Jet Pro 6960 printer in our office. Yesterday it showed "The paper is stuck, fix it and then close this window" on PC, I did it,... it said "There's a problem with the printer or printing system, turn it off, on and if the problem is still there, contact HP." So I am. (sorry for the not so perfect translations, I have the printer in Czech) 🙂

I did the procedure about five times, yesterday and today. There's no paper stuck there. After turning it off, it says the same thing and it refuses to print. I haven't found any mention of this problem anywhere in the forum.

Please, help.

Thank you.

EV

[Barachiel]

@e_valentova

Welcome to HP forums.

follow these steps to reset the printer.

Turn the printer on, if it is not already on.

Wait until the printer is idle and silent before you continue.

With the printer turned on, disconnect the power cord from the rear of the printer.

Unplug the power cord from the wall outlet.

Wait at least 60 seconds.

Plug the power cord back into the wall outlet.

   NOTE:

HP recommends connecting the printer power cord directly to the wall outlet.

Reconnect the power cord to the rear of the printer.

Turn on the printer, if it does not automatically turn on.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Keep me posted. 🙂

[e_valentova]

Hello!

I'm sorry for late response, the email got lost in my overcrowded mail box.

I did what you said and the printer still says the same.

Do you think that our local technicians could know what to do with it, or does it require HP guys? (I don't want to bother them if it's something I can solve).

Thank you for your time,

E. V.

[Barachiel]

@e_valentova

This look's like a mechanical failure with the printer itself.

In this case, I'd request you to speak to the support team for further assistance. 🙂

1) Click on this link - http://www.hp.com/contacthp/ 

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

Fill the web-form and proceed further.

Feel free to reach out if need any other assistance.

Thanks,

[e_valentova]

Hello,

the link is not valid, but I managed to found the page. I contacted the support, they will exchange the printer in 4-5 days.

Thank you very much for your help and your time, have a great day,

sincerely,

E.V.

[Barachiel]

@e_valentova

Thank you for the update,

I appreciate your time and efforts, 

I'm glad you found the solution to this concern.

You've been great to work with and it has been a genuine pleasure interacting with you.

I hope both you and your product works great and remain healthy for a long time 😉 

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.

And select Accepted as a solution to help others find the same solution as you have.

Take care now and do have a fabulous week ahead. 🙂