HP OfficeJet Pro 6978 print carriage cannot move

[Rhywind]

I have an HP OfficeJet Pro 6978 printer. It was printing fine but one day I started hearing louder clicking noises than usual. After a few days of it doing this I finally ended up getting a Carriage Jam error code which stated, “The print carriage cannot move. Open the cartridge access door, clear any paper jam or obstruction, and select OK”.  I tried this (there was no paper jam or obstruction that I could see btw), as well as cleaning out any fine paper dust particles that could be slowing down the movement of the carriage, with no improvement.

I went online and found a YouTube video that suggested a gear could be broken so I opened up the printer and checked the gear mentioned in the video but found it not cracked.

I have just now found a post on hp.com by someone else with a similar issue and tried one of the suggestions made by another user which entailed the following: With the printer powered on, disconnecting the power cable from the printer, disconnecting the power cable from the wall outlet, waiting 2–3 minutes, pressing and holding the power button down for 30 seconds to drain any residual charge, plugging the power cable back into the printer, plugging the power cable back into a wall outlet and then powering on the printer. Result:  The printer powered on fine but when I went to print an alignment page, the printer printed 5 alignment lines and then stopped, giving me the same error code as mentioned above.

So the carriage is clearly capable of moving but somehow something causes it to stop mid print.

I know many have encountered this same problem, but has anyone figured out a solution that works? If so, please kindly share.

I’m also open to any suggestions on what mechanically might be causing the problem and where I should direct my attention in order to make any repair(s). Thank you.

[Raj_05]

Hi @Rhywind,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

When the print carriage of the HP OfficeJet Pro 6978 encounters issues moving, it can often be due to several mechanical or electrical factors. Here are some additional troubleshooting steps you can take.

Inspect the Carriage Path

Even though you didn't find any obvious obstructions, it's important to check thoroughly:

• Ensure that no small pieces of paper or debris are stuck in the carriage path.
• Look for any signs of damage to the carriage rail or belts.

Clean the Carriage and Carriage Path

Using a lint-free cloth and distilled water, gently clean the carriage and the carriage path. Make sure the carriage can move freely along its path without any resistance.

Lubricate the Carriage Rail

Apply a small amount of lubricant (such as white lithium grease) to the carriage rail to ensure smooth movement. Be careful not to over-lubricate as this can cause other issues.

Check the Encoder Strip

The encoder strip is a thin, transparent strip that runs along the printer's width and helps the carriage determine its position:

• Carefully clean the encoder strip with a soft cloth and distilled water.
• Ensure that the strip is not twisted or damaged.

Inspect the Carriage Belt and Motor

• Check the carriage belt for any signs of wear or damage.
• Ensure the belt is properly tensioned and not loose.
• Listen to the motor for any unusual noises that might indicate it is struggling or failing.

Reset the Printer

You have already tried a basic power reset. Here’s another method:

• Turn off the printer and unplug it from the power source.
• Wait for at least 60 seconds.
• Plug the printer back in and turn it on.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support