Printer Error code 0x6100004a

[metras4]

Model # 6962 Officejet.

The printer asked me to clear a paper jam in either the feeder or the mechanism that reverses the paper to print on the other side. There was no paper that I could see. I took out the paper tray and  also there is what looks like a device that holds down the paper in the flip side printer part which is removable. I also checked the document feeder. Using a powerful flashlight I could find no paper in any of these places. It also asked me to turn it off and on. I have done all of this several times and the screen askes me to contact HP Support and it gives me  the error code 0x6100004a.

And if I am to contact Customer support by phone I need a phone number. I am under warranty.

Thank you,

metras4

[Jeet_singh]

Hi @metras4,

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for the First Time Here? Learn How to Post and More.

I understand you are getting an error message on your HP OfficeJet 6962 printer. I'd be really glad to help you with this,

Please make sure that the printer is connected directly to the wall outlet and not to the surge protector.

Remove all the ink cartridges and then try to perform a Hard reset on the printer.

* With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

* Remove USB cable, if present.

* Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

* Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

* Turn on the printer and wait till warm-up period finishes and the printer is idle.

* Now insert the ink cartridges and then try to print a test document and check if it works.

Clear jammed paper from the printer

Make sure the carriage can move freely

Make sure the ink cartridges are inserted correctly

For more assistance, please follow this link.

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. 

If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.

If you wish to show appreciation for my effort, please click the Thumbs up icon at the bottom of my comment.

And I Hope you have a good day, Ahead.

Regards,

[Tarad3]

My print which is a hp officejet pro 6978 is also showing this error code. I have done all the above steps however the carriage for the ink cartridge will not move. It moves when the printer is on but when the printer is off it will not move manually. What can be done?

[Jeet_singh]

Hi @Tarad3,

Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community! I came across your post and wanted to assist you. I see from the post that you are getting a '0x' error message on your HP OfficeJet Printer. Don't worry as I have a few suggestions which should help you resolve this issue.

As I see that you have already tried the steps suggested from the previous post and still having the issue. I would personally suggest this could be a possible hardware issue. Before you contact our HP phone support. I would suggest you ensure you have followed all these steps here:

Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

Remove all the ink cartridges and then try to perform a hard reset on the printer.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Now insert the ink cartridges and then try to print a test page and check if it works.

For more assistance, please follow the steps suggested in the support document for - HP OfficeJet Pro 6900 Printers - 'Carriage Jam' Error

If you have followed the steps suggested and still having the issue, I would personally suggest this could be a possible hardware failure. I would recommend you contact our HP phone support for available serevice related options. If your product is out of warranty, please choose paid options to get the tech support number.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[Tarad3]

I have done all the steps you have mentioned and still gives me a error code. The printer no longer has a warranty, I don't feel much can be done unless it is sent in and I am. It sure it is worth what that would cost.

[Jeet_singh]

HI @Tarad3,

Thank you for replying,

I appreciate your time and efforts,

As I understand you have followed the steps suggested and still having the issue. I would personally suggest this could be a possible hardware failure. I would recommend you contact our HP phone support so that they can provide you with out of warranty upgrade options. 

Please follow the link provided from the previous post to reach the phone support.

I hope this helps. Let me know if you need any further assistance. I'll be more than happy to help.

You've been great to work with and it has been a genuine pleasure interacting with you.

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.
And mark my post as Accepted Solution to help others find a similar solution as you have.

Take care now and do have a fabulous week ahead. 🙂

Regards,

[lkayg]

I too had this error code after receiving a paper jam error (I've never had a piece of paper get jammed in my printer) and then I got an error code saying I did not turn off the printer properly when I did.  I went through every single step HP gives for solving this problems 10-15 times to no avail.  I finally decided the printer was a goner, so I went to my local Staples store to purchase the same printer (because I really like this printer).  Well, the printer in the store was actually plugged in and hooked up to wifi, and it had the same three problems on its display too.  This can NOT be a coincedence.   This is a HP problem, not a problem with my printer.

[why6]

I have tried everything in the blogs, spent hours trying to resolve, spent time with chat person.  All to no avail.  This machine doesn't work and I want a phone number to call.  Please provide phone number for a live person!  I need a replacement!

[262emily]

I have spent almost 2 days following these instructions,  over and over making sure each step was done correctly.  frustrating!  On my last try (I’m going to say 8th) just before throwing it out my window....miraculously the cartridges released.  Its work again now. So I would say don’t give up,  it might come back 🙂

[A4Apollo]

Hi! @262emily, I am the A4Apollo. It looks like you were interacting with @KrazyToad, but he is out of the office today, so I'll take over from here.

Thanks for the update. I'm happy to know your issue is resolved for now.

If you have any queries in future related to any HP products, you can always reach out to us.

We will try our best to help you out.

Take care,
Have a great day! 🙂