HP Officejet 6962 says paper jam

[GrammyAlex]

Computer is 1.5 years old. Up until a few days ago was working fine. Now will not print at all due to 2 different messages on screen. When you turn it on the first message says" Printer Failure   There is a problem with the printer or print system. Turn the printer off then on. If you continue to get this message contact HP. OX61000048" if you hide the message it goes into printer maintenance mode for a minute or so and then gives the following message "Paper Jam   Remove any jammed paper and make sure the paper tray is installed properly" . It also gives an option to watch a video which I did and that didnt help fix the problem. There is no paper jam and the tray is properly seated. I've been trying to clear this problem for three days. Any help would be appreciated. Thanks in advance. 

[sandytechy20]

@GrammyAlex

Welcome to HP support community.

Make sure the carriage can move freely.

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

2. Open the cartridge access door.

   

3. Wait until the carriage is idle and silent before you continue.

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

5. Unplug the power cord from the power source or electrical outlet.

      WARNING: 

   You must unplug the power cord to move the carriage by hand and reset the paper feed mechanism without the risk of electrical shock.

6. Use a flashlight to check for any paper or objects that might be restricting the carriage, and then remove any paper or objects that you find.

      CAUTION: 

   If the paper tears when you remove it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the printer. If pieces of paper remain in the printer, more paper jams can occur.

   

7. Reach inside the printer through the ink cartridge access door, and then manually move the carriage.

   • If the carriage is stuck on the right side of the printer, move the carriage to the left side of the printer.

   • If the carriage is stuck on the left side of the printer, move the carriage to the right side of the printer.

   • If the carriage is stuck in the middle of the printer, move the carriage to the right side of the printer.

8. Remove any loose paper or obstructions found.

9. Make sure the carriage can move freely across the width of the printer. Firmly push the carriage to the left side of the printer, and then push it to the right side.

10. Close the ink cartridge access door.

11. Reconnect the power cord and any other cables to the rear of the printer, and then turn on the printer.

12. Try to print. 

Reset the printer

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

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

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

4. Unplug the power cord from the wall outlet.

5. Wait at least 60 seconds.

6. Plug the power cord back into the wall outlet.

   NOTE: 

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

7. Reconnect the power cord to the rear of the printer.

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

9. Wait until the printer is idle and silent before you proceed.

10. Try to print. 

Update the printer firmware

Follow the steps mentioned in this HP document to update the firmware:- Click here

Refer this HP document for more assistance:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.