Officejet pro 6978

[Valeri79]

Not printing all of a sudden. No steps can help rectify it. Just keeps saying “printer problem”, “paper jam”, turn off and on… Nothing works. This is real stupid. Never had that before with another printer (different brand) for decades… it’s definitely a question of design.

[A_Gayathri]

Hi @Valeri79,

Welcome to The HP Support Community.  

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

It sounds incredibly frustrating to deal with an issue like this, especially when you've followed all the recommended steps without success. The "Printer Problem" and "Paper Jam" errors on your HP OfficeJet Pro 6978 might be caused by a variety of factors. Here's a step-by-step troubleshooting guide to help you narrow down and resolve the issue:

1. Check for Actual Paper Jams

• Inspect all areas: Open the printer and check the paper tray, rear access door, and the area around the ink cartridges for any paper fragments or debris.
• Clean the rollers: Use a lint-free cloth slightly dampened with water to clean the paper feed rollers. Ensure they can move freely.

2. Reset the Printer

• Disconnect the printer from power while it’s on.
• Wait for 60 seconds, then plug it back in.
• Turn it on and check if the error persists.

3. Update or Reinstall Printer Firmware Update the firmware on an HP printer

• Connect your printer to the computer.
• Visit the HP Software and Driver Downloads page.
• Download the latest firmware for your OfficeJet Pro 6978 and install it.
• Note: A firmware update might resolve internal bugs causing the issue.

4. Inspect the Ink Cartridges

• Remove the cartridges and check for any residue or damage.
• Clean the contacts gently with a dry lint-free cloth.
• Reinsert the cartridges securely and ensure they are genuine HP cartridges.

5. Run a Printer Diagnostic Tool

• Download and run the HP Print and Scan Doctor utility from HP's support site.
• This tool can identify and fix common issues automatically.

6. Check for Obstructions in the Paper Path

• Open all access panels and inspect for tiny pieces of paper or foreign objects. Even a small obstruction can trigger a false "paper jam" error.

7. Perform a Factory Reset

• Resetting the printer to its factory settings can sometimes resolve persistent errors.
• Caution: This will erase all network and custom settings.
  • On the printer’s control panel, go to Settings > Printer Maintenance > Restore Factory Defaults.

8. Hardware Issue?

If none of the above steps work, the issue might be hardware-related, possibly with the paper sensors or feed mechanism.

I hope this helps. 

Take care and have a good day.

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