Officejet 6962 0x6100004a after 5 months inactivity

[Ziggy49]

6962 printer. Was away from home for 5 months. Printer worked fine when I left. Power was disconnected from printer. Now printer reports paper jam ( there is none ) and ends up displaying error 0x6100004a. Cartridge holder is stuck on the right side and will not move. Printer has not been used much.   Says to contact HP Support, but I get in a continuous loop in the virtual agent, when it discovers I'm out of warranty, it just loops back to checking.

Is there any way to contact a human being via phone or email.

[Riddle_Decipher]

@Ziggy49 Lets start with power reset as per HP standards, here's how we recommend doing it:

• Turn the printer on, if it is not already on.
• Wait until the printer is idle and silent before you continue.
• With the printer turned on, disconnect the power cord from the rear of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 60 seconds.
• Plug the power cord back into the wall outlet.
  • NOTE: 
  • HP recommends connecting the printer power cord directly to the wall outlet.
• Reconnect the power cord to the rear of the printer.
• Turn on the printer, if it does not automatically turn on.
• Wait until the printer is idle and silent before you proceed.

If the issue persists, please upgrade the printer firmware:

click here for different ways of getting this done using a computer among others.

P.S: Welcome to HP Community 😉

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us, 

have a good day, ahead.

[Ziggy49]

I've done the resets.  Printer now powers on saying "Resuming initialization".  Then presents screen for WiFi configuration, then presents paper jam message ( there is no paper jam ).  If I press OK, it then shows the wifi screen agan, starts making sounds, then presents the 0x6100004a message again.

So printer now is even more defunct.    Ink cartridge carriage is stuck on the right side, it moves a bit up and down during startup but never moves laterally.

The printer did an update automatically the first time I turned it on when I returned home.  When it restarted it presented this error.  I cannot update the printer it this state but I did try via USB and HP Smart.  Fails every time on check saying the server cannot be reached.  Present firmware version is shown as Firmware Version
MCP2CN2020CR  Built Date 2020-05-16

[Riddle_Decipher]

@Ziggy49 I'm afraid that confirms a hardware malfunction and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[Ziggy49]

I could not find the options you describe below on the page I went to with the link you sent.???

Tried to send below private message but said it'd removed an invalid html, and then refused to let me resend the message saying I'd reached the limit, try again later!!!!!!!!!!!!!

Serial number:  [Personal Information Removed]   T0G26A - HP OfficeJet 6962 All-in-One Printer

Region:  Superior WI United States