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‎08-08-2020 07:16 PM

HP Recommended

Printer: HP OfficeJet Pro 6978 not printing. The scan works. Keep getting the message Paper Jam and there is no jam. I checked and it says in the app that drives, etc. are updated.  It also won't turn off. I need to unplug it to turn off. Tried everything, really stuck!

1 REPLY 1

‎08-09-2020 04:38 AM - edited ‎08-09-2020 04:39 AM

HP Recommended

@Imeria, Welcome to the HP Support Community!

 

I understand this is a false paper jam error. Make sure you have tried the steps mentioned in this document to resolve this issue - A 'Paper Jam' Error Displays.

Also, check if the print carriage is moving freely.

 

Unplug the power cable and leave the printer for a couple of hours and check if that helps.

 

If the error persists and if the printer is not being powered off using the power button, this is a hardware issue. Please reach out to the HP Support in your region regarding the service options for your printer. 

 

Keep me posted for any other assistance.

 

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!

Have a great day! 

KUMAR0307
I am an HP Employee

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