My printer told me to shut it down, but when I push the power button it just sits and buffers

[krisk-2]

My printer said it had a paper jam. I checked it and couldn't find a jam. Then it told me there was an error and to shut down the printer. I pushed the power button and then the screen just sits and spins without ever shutting down. So I unplugged the printer. But when it comes back on it says there is a problem and to shut down the printer, but it will never shut down, it just sits and buffers. How can I get out of this cycle?

[A_Gayathri]

Hi @krisk-2,

Welcome to The HP Support Community.  

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

I understand your HP OfficeJet Pro 6978 is stuck in a loop due to an unresolved error. 

Here are some steps you can try to troubleshoot and resolve the issue:

• Hard Reset: Unplug the power cord from the printer while it's on. Wait for about a minute, then plug it back in. This will perform a hard reset on the printer, which can sometimes resolve software glitches causing the loop.
• Clear Paper Jam: Even if you couldn't find a paper jam initially, double-check all areas of the printer, including the input and output trays, as well as the cartridge access area. Remove any paper you find stuck in the printer. Sometimes, even small pieces of paper can trigger a false paper jam error.
• Check for Obstructions: Ensure no foreign objects are obstructing the printer's carriage or other moving parts. These can also trigger error messages.
• Update Firmware: If possible, try updating the printer's firmware to the latest version. New firmware releases often include bug fixes and improvements that can resolve issues like this.
• Factory Reset: If none of the above steps work, you may need to perform a factory reset on the printer. Keep in mind that this will erase all custom settings and configurations, so only do this as a last resort. Instructions for performing a factory reset can usually be found in the printer's user manual or on the HP website.

Refer to this document:  HP OfficeJet Pro 6978 All-in-One Printer User manual

I hope this helps. 

Take care and have a good day.

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