Inkjet printer filter failure

[playethic]

Hello

I have an HP OfficeJet 6962 All-in-One printer, Product #T0G26A.

I'm on a Mac, iOs 10.14.5 Mojave.

When I try to print the first page of a four-page pdf document,  I get a 'filter failure' message on my laptop.

At the printer, it says to try to shut off and on again and if that doesn't work to contact HP. I try to shut off but it stalls at the shut down, saying 'shutting off' but with the shut-down image of a wheel spinning indefinitely. I tried unplugging and replugging, it said it was shut down incorrectly, and that it has a paper jam. I check everywhere and there is no jam. The image on the printer screen shows to remove and put in the paper tray. I tried that, but it continues to say that is the problem. I tried shutting off and on again, but the same problems repeat.

I try to cancel the print job at the computer and re-print a one-page document, it says 'paper jam', I try again searching for all jam areas and re-setting; it still says 'paper jam'.

It looks like I am no longer covered by warranty.

Suggestions?

[TEJ1602]

@playethic, Welcome to HP Support Community!

Follow the steps below:

Remove the printer

1. Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.
2. Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.
3. If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button  at the bottom of the list.

Add the printer

1. If your printer is connected to your Mac with a cable, disconnect the cable from your Mac.
2. Turn off your printer.
3. Get software updates for your Mac. Your Mac automatically downloads the latest software for most printers as part of these updates, so it's best not to install software from the printer manufacturer.
4. Reconnect your printer to your Mac, if applicable.
5. Turn on your printer and wait for it to finish starting up.
6. Choose Apple () menu > System Preferences, then click Printers & Scanners.
7. Select your printer in the list of devices.

If you still have issues, verify and repair disk permissions.

On the Apple menu bar, click Go, applications, utilities, disk utility, click on Mac hard drive on the left side, click on verify disk permissions, when that is finished click repair disk permissions.

(when it is finished will show disk repair completed)

Let me know the outcome.

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! 

[playethic]

I ran all the instructions as indicated.

There is a different error message now on the printer: 'Printer failure: There is a problem with the printer or print system. Turn the power OFF, then ON. If you continue to get this message, contact HP.  ox61000041.'

When I turn it off then on again, the first thing it says is that it was turned on and off is that the printer was not turned off properly - even though these times I have been turning off the printer properly.  Prior to running the HP support instructions, I couldn't turn the printer off properly because it would freeze during shutdown.

Next, after saying  'improper shutdown' and that the printer was not shut off properly, it shows a screen that there is a paper jam. But again, I check everywhere and there is no jam. I remove and re-insert the paper tray to no avail. 

I click on the OK button, and it again says 'Improper shutdown', then advances to the 'Printer Failure' screen and says to contact HP.

[TEJ1602]

@playethic

This looks like a hardware issue. 

Please reach out to the HP Support in your region regarding the service options for your printer.

Hope this helps!

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!