Paper jam error HP office jet pro 6968

[AngiePat]

I’m at my wits end with this.  My printer is saying the is a paper jam.  There isn’t.  Also, the ink carriage won’t move at all, so I can’t check the cartridges for problems.   Now I have a general error printer failure “ there is a problem with your printer or print system.  If you continue to get this message, contact HP 0x6100004a.  When I try to through HP support, I get a message saying there is no support for my printer in my region (United States). I bought it from Amazon in Nov 2023, so it’s not old.

what I have tried;

1. turning it off and on, also unplugging from printer and wall, waiting 15 minutes, plugging back in

2. checking everywhere for a paper jam or the smallest speck of debris.  There’s nothing

3. Verified the printer is updated.

im at a loss. 

[A_Gayathri]

Hi @AngiePat ,

Welcome to The HP Support Community.  

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

I understand the paper jam error you're experiencing with your HP OfficeJet Pro 6968 is indicative of a mechanical or firmware issue. You've already tried many of the essential troubleshooting steps, but let's explore a few additional solutions to resolve the problem.

Steps to Troubleshoot and Fix:

1. Hard Reset the Printer

• Turn off the printer and unplug it from the wall socket and any connected devices (e.g., USB cables).
• Remove the paper tray and any removable parts.
• Gently tilt the printer to ensure there are no hidden obstructions.
• Wait at least 10 minutes before reconnecting and turning it back on.

2. Check and Manually Move the Ink Cartridge Carriage

• With the printer unplugged, try to gently nudge the ink cartridge carriage to see if it can move freely. Be cautious not to apply too much force.
• Look for any debris around the carriage track.

3. Perform a Semi-Full Reset (Factory Reset)

• Press and hold the Cancel and Color Copy buttons simultaneously while turning the printer back on.
• Release the buttons when the printer starts up and displays "Initializing."
• Reconfigure your printer settings after the reset.

4. Reinstall Firmware

• Download the latest firmware for your printer from the HP Support website.
• Use the HP Printer Update utility to reinstall the firmware.
• Ensure that your computer and printer are connected via USB for a direct update.

5. Clean Internal Sensors

• If possible, use a can of compressed air to gently clean the internal sensors. Focus on the paper path and cartridge areas.

6. Perform a Paper Path Test

• Insert a single sheet of paper into the input tray.
• Try running a "Paper Path Test" or "Maintenance" check from the printer's menu, if accessible.

Refer to this document:  How to fix paper jam errors in HP printers | HP printers
Fixing a Paper Jam on HP OfficeJet Pro 6900 Printers

I hope this helps. 

Take care and have a good day.

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