My OfficeJet 6978 stopped, reporting paper jams, and error 0x6100004a.

[Buko]

My OfficeJet Pro 6978 was functioning normally, with no recent changes in software or hardware, when suddenly it stopped working. The dashboard provided a series of three messages. First message:  "The original is jammed in the document feeder". Checking the document feeder shows no paper jams, no obstructions, and all gears, rollers, and levers operating freely. Upon closing the document feeder, the display then reports the second message: "Remove any jammed paper and make sure the paper tray ia closed correctly". No jammed paper, nor obstruction could be found below or behind or around the paper tray, nor within the rollers and gears that run along and in back of the printhead carriage. Completing that task, I received the third message: "There is a problem with the printer or print system... Contact HP. 0x6100004a".

Finding an old (and now closed) similar problem reported by "Christopher M." in the Support Community, I followed the suggested steps to take as provided.  I started with powering the printer on and off, with the power cord disconnected from the back of the printer as needed, and otherwise plugged directly into a wall outlet, and then holding the power button "On" for over 5 seconds. No combination of ways of shutting the printer On/Off, and then restarting in any sequence, made any difference.

Next, due to the advice also provided about cleaning the printheads, I did so with an inkjet cleaning kit made for HP printers that I purchased from Amazon.  On completion, there was no change in the printer status.

I then used the printer dashboard to reset the printer to the original factory default condition. The "new" printer then found and connected to my router.  My printer was wirelessly connected and ready to go - except, I got the exact same set of messages as before.

There may be some other cause of mechanical obstruction somewhere from a worn or failed part.  I reviewed hours of  YouTube videos for information and directions.  I needed to investigate further. 

I lifted the ADF and scanner to access the printhead track and paper handling area. I removed the ten (10) torx T-40 screws, and disconnected the scanner and laid it back on an elevated platform (a cardboard box that fit perfectly) to support its weight. I carefully disengaged two plastic clips, and popped the dashboard panel off.  I then looked for any signs that might indicate a problem.  However, all gears, rods, and rollers appeared to move freely. The dilemma I faced at this point, was that I could not test further with the power off for safety. I then reassembled everything, and plugged it in, and turned it on. The printer started flawlessly!  But then it paused to tell me to check for a paper jam, and proceeded to give exactly the same error messages as before.

I've done everything I can think of, and so now I am asking the community for help. Any ideas of what I can do next?  

Thank you in advance for any assistance you can provide.

[Raj_05]

Hi @Buko,

Welcome to HP Support Community.

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

It sounds like you've gone through quite a thorough troubleshooting process already! Given that you've checked for paper jams, cleaned the printheads, and even partially disassembled the printer to inspect for any mechanical issues, there are a few more steps we can explore.

• Reset the Printer Again: Sometimes, a reset may need to be performed multiple times to take effect. Try resetting the printer to its factory defaults again, following the manufacturer's instructions carefully.
• Update Firmware: Ensure that your printer has the latest firmware installed. Sometimes, software glitches or bugs can cause these types of errors, and a firmware update can resolve them.
• Inspect Sensors: There could be a faulty sensor within the printer that's incorrectly detecting a paper jam. Carefully inspect all sensors along the paper path to ensure they are clean and functioning properly. Sometimes a small piece of debris can trigger a false paper jam error.
• Check for Firmware Bugs: Occasionally, firmware updates can introduce new issues. If the problem started after a recent firmware update, consider rolling back to a previous version to see if that resolves the issue.

Hopefully, one of these steps will help you resolve the issue with your HP OfficeJet Pro 6978.

Take care and have a good day.

Please click “Accepted 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!

Alden4

HP Support 

[Buko]

Hi Alden4,

I thank you for your thoughtful response!  

In response to your suggestion of resetting the printer to its original factory defaults, I know I tried that, I believe twice, though not back to back resets.  I will try multiple resets sequentially and see what happens. 

Regarding the firmware updates, at one point I saw the term "... firmware ..." flash on the display, only to disappear in less than a second. I took that as a hint of another step to try, but I was prevented from accessing any of the setting that would have permitted me to do more. Any attempt to get into Settings was met with the message of Printer or Printing Failure, and that blocked that route of troubleshooting.

I also liked your idea of checking for sensor malfunction. I have no idea what to look for, but I will go to YouTube to see if I can find further instruction there.  I did see several YouTube videos where a cracked gear was responsible for the printer failure. OMG! In two cases, the cracked gear could be discovered only by major disassembly.  I might be able to spot a broken gear, but it would be tough for me to spot a crack in a gear. 

But, "if you don't go fishing, you ain't goin' catch any fish". So I'm going to go back to YouTube to find further info and guidance, and then take a better informed look for gear and sensory problems.  I will let you know in a few days how everything turned out.

[Raj_05]

Hi @Buko,

Thank you for your response, 

Is there anything else that I can help you with today?
 

Please click “Accepted 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!

Take care and have a great day ahead!

Alden4

HP Support 

[Jburke2387]

Hello @Buko! I am having EXACTLY the same issue with printer HP6978. I have done all the necessary steps as well along with viewing multiple YouTube videos. Did you any success with finding a solution after all that?

[gart750]

I am having EXACTLY the same issue with printer HP6978.  Error code 0x6100004a appeared and everything stopped.  The latest firmware was updated a couple of weeks before this issue started. The printer carriage is stuck all the way to the right side.  I have been able to remove and replace the three color cartridges but cannot access the black cartridge.   

I have done all the necessary steps as well along with viewing multiple YouTube videos. Did you any success with finding a solution after all that?

[Buko]

Hello Jburke2387,  

First, I apologize for the delay in my response.  I did not see your post until just now.

In response to your question, I exhausted every possibility of reasonable troubleshooting before I finally gave up. 

I managed to turn the largest gears on the left hand side of the printer with my fingers, and that turned the gears on the right, permitting me to move the carriage to the center, where I was able to remove ALL cartridges from the print carriage. I looked and looked for any cracked gears, which could have gotten stuck and triggered a paper jam error message. But I could not find any broken gear or source of a jam.  

I bought printhead cleaning fluid meant for this printer on Amazon. I cleaned the printheads and the carriage, and areas just under the carriage where ink had accumulated from the self-cleaning process. But that didn't help either. 

I had the printer half taken apart and almost everything exposed - and I still could not find the problem! 

I watched one more YouTube video, where a crack in a gear from deep within the printer, and accessed from an almost hidden access point from the exterior side of the printer, where a single cracked gear was found to be the cause.  To be able to troubleshoot such a problem would have required a detailed diagram and professional knowledge, training, and experience.

Best of luck to you.

Sincerely,

Christopher, aka Biko                                                                                                                                          

[Buko]

Hello Gart750, 

I'm sorry for discovering your post so late. But I wish to let you know that I did not disregard your question in search for a solution.

You can see from my response to Jburke2387, that I continued to troubleshoot without success.  

I was able to get the printer carriage to move, and do some cleaning and additional inspection.  But I was unable to find the source of the problem.

There was one YouTube video that showed how a single gear with a crack - located within a relatively hidden access door - was the cause of a jam.  That is so far-fetched as a possible DIY solution.  At that point I gave up and bought a new All-in-One Printer. 

FYI: It took more than two days to register and enroll my new HP printer with HP. 

And I discovered yesterday that HP had not unenrolled my old printer, something I emailed about several times.

I finally was able resolved the issue ONE MONTH later! 

HP used to be a great company, but it seems that there is nothing that they cannot screw up.

I'm sorry that I was not able to answer your question.  I hope you found an answer elsewhere.