My Officejet 6960 quit working, it said check paper jam but there is no jam, and it won't turn off

[RT4t]

My Officejet 6960 quit working, it said check paper jam but there is no jam, and I was going to turn it off and back on but it won't turn off.  I tried unplugging it but it comes back up with printer error message.

[RT4t]

It won't let me turn it off.  It just spins consistently.  I let it try overnight and still won't turn off.

[zoey7886]

@RT4t, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding your printer quitting! 

We're thrilled to have the opportunity to assist you and provide a solution.  

It sounds like your HP OfficeJet Pro 6968 is stuck in an error loop. Here’s a step-by-step guide you can follow to try and resolve the issue:

Perform a Hard Reset:

• Unplug the printer from the power source.
• Wait for about 60 seconds.
• While unplugged, press and hold the Power button for about 15 seconds to drain any residual power.
• Plug the printer back in and see if it powers on properly.

Check for Any Stuck Paper or Obstructions:

• Even though there isn’t a visible paper jam, check the paper path and rollers carefully.
• Open all access doors and check the paper tray and the inside of the printer for any bits of paper or debris that might be causing the error.

Reset the Printer's Network Settings (if the issue persists after the above):

• On the printer’s control panel, press the Wireless button (if available).
• Select Settings, then navigate to Restore Network Settings or Restore Default Settings.
• Try to see if the printer resumes normal operation.  

Let me know how it goes!

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards, 

[RT4t]

Thanks Zoey, I tried all of your suggestions, even resetting back to factory settings and delete / reinstall the wifi and nothing worked.  I still have the "Printer Failure" message and it won't print.

[zoey7886]

@RT4t, Welcome to the HP Support Community!   

Thanks for reaching out about your query regarding a "printer failure" error message!  

We're thrilled to have the opportunity to assist you and provide a solution.   

Try these steps:  

Step 1: Check for obstructions in the carriage path 

Clear obstructions from the carriage area inside the printer. 

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

Open the door to access the carriage inside of the printer. 

Look in the carriage path for debris such as crumpled paper or dislodged labels, and then remove any that you find. 
 

Use your hand to move the carriage to each side, making sure it moves freely. If the carriage is stalled or docked to one side of the printer and you cannot move it, continue with these steps. 
 
 

Close the carriage access door. 

Reconnect the power cord to the rear of the printer, and then turn the printer on. 

If the error persists, continue to the next step. 

Step 2: Reset the printer 

Reset the printer to recover from printer failures. 

With the printer turned on, disconnect the power cord from the printer. 

Unplug the power cord from the power source. 

Wait 60 seconds. 

Reconnect the power cord to a wall outlet and to the printer. 

note: 

HP recommends plugging the printer directly into a wall outlet. 

Hope this helps! 

Take care, and have an amazing day!   

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!   

Regards,  

[zoey7886]

@RT4t, please try these steps and let me know!