Office jet pro 6968 had paper jam. cleared it. error messag Ox6100004a. now what?

[Dinosaur54]

printer had paper jam.  Cleared it. Reset printer. Keeps giving me message that there is a paper jam. Not one. Cartridges stuck on one side of printer.  Will not move, I tried, but stuck. Error message Ox6100004a, "there is a problem with the printer or print system. Contact HP".  So, I did.  They said that I needed a new printer.  Printer purchased in 11-2017. home printer.  not alot of use.  How can it be "done"?  

[Kumar0307]

@jabu107087, Welcome to the HP Support Community! I’m here to help.

I understand you are not able to use the printer due to this error and it has not been used much. I see that the printer is out of warranty and hence you were told to buy a new printer.

Make sure you have tried the steps mentioned in these documents - A 'Paper Jam' Error Displays and Carriage jam or E3 error

If the issue persists and the carriage is stuck, I'm afraid there are no other steps that can resolve this issue.

I suggest you upgrade the printer. You may visit Hp Store to check the available printers.

Keep me posted for any other assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!

[Dinosaur54]

Mr. Kumar, thank you for a clear answer. Helpful and confirmed a vague answer that I had received from HP on 2/3/2022, when I was persuaded to purchase new printer.  Did so thru you on line store.  I have had no sucess in setting up the printer. On 2/24/22, I spent almost an hour with one of HP support reps and he was unable to set up.  He is to call me later this evening to try again.  Needless to say, I am very disappointed in this transaction. If I attempt to return new printer, restocking fee is probably going to occur. The new printer, Envy 6455e, does not appear to be of the same quality as my original printer, Office jet Pro 6968.  Again, this was the recommendation from HP rep. Advice?

[Kumar0307]

@Dinosaur54

I'm sorry to know your experience with the HP Support team. Click here for assistance with the first-time printer setup.

HP Envy 6455e is more advanced than HP Officejet 6968 printer. This is an upgrade.

If you require one on one assistance, kindly wait for the scheduled callback. I'm sure the agent will help you out.

Use the HP Smart app to print and scan from the computer.

Keep me posted for any other assistance. 

[Dinosaur54]

Thank you for the quick reply. You say it's an upgrade.  However, it does not have a screen for operating the printer. Is that better? Also, what about its' fax features? Can you fax only from a mobile device, what about faxing from your computer? Thank you.

[Kumar0307]

@Dinosaur54

It depends on your requirements. You made the purchase after knowing the printer specifications I believe. As it does not have a touch screen, the cost of this model printer is comparatively less than the ones that have a touchscreen.

You may install the HP Smart app on the computer and fax from there.

For more info on fax, refer to page 66 of the user guide or Faxing from the HP Smart app

Hope this helps! Let me know how it goes. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!