Printer Failure Message prompts me to remove a paper jam; however, there isn't one.

[Rom1212]

I have an HP Office Jet Pro 6978 All-in-one Printer. It has repeatedly given a printer failure message following a recent paper jam.  The paper jam has been cleared; however, the message persists.  I tried to troubleshoot the issue.  In doing so, I noticed the cartridge carrier doesn't move to the left when the printer is shutting down and/or powering back on. Printer maintenance will briefly start after the printer is powered back on but it stops and gives the same printer failure message with code: 0x6100004a. Contact HP.  Can you help?

[A_Gayathri]

Hi @Rom1212,

Welcome to The HP Support Community.  

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

I understand you are getting the error code 0x6100004a on the HP OfficeJet Pro 6978 All-In-One Printer typically indicates a mechanical issue, often related to a paper jam or a problem with the carriage mechanism. Since you have already cleared the paper jam, the issue might be related to the printer's internal sensors or the carriage mechanism itself. 

Here are some steps you can take to troubleshoot and potentially resolve the issue:

Power Cycle the Printer:

1. With the printer on, disconnect the power cord from the back of the printer.
2. Unplug the power cord from the wall outlet.
3. Wait for at least 60 seconds.
4. Plug the power cord back into the wall outlet and then reconnect it to the printer.
5. Turn the printer on.

Check for Obstructions:

1. Open the printer's access door to check for any obstructions that may be preventing the carriage from moving freely.
2. Ensure that there are no small pieces of paper, debris, or other objects inside the printer.

Inspect and Clean the Carriage Path:

1. Gently move the carriage (where the ink cartridges are housed) to the left and right to ensure it moves freely. If it does not move smoothly, look for any obstructions and remove them carefully.
2. Clean the carriage path using a lint-free cloth slightly dampened with distilled water. Be cautious not to damage any components.

Reset the Printer:

1. Remove all the ink cartridges from the printer.
2. Turn off the printer and unplug the power cord.
3. Wait for a minute and then plug the power cord back in and turn on the printer without the cartridges installed.
4. Once the printer prompts you to install the ink cartridges, reinstall them one by one, making sure each is properly seated.

Update Printer Firmware: Update the firmware on an HP printer

1. Go to the HP support website and check if there is a firmware update available for your printer model.
2. Download and install any available updates following the on-screen instructions.

Factory Reset:

• If the above steps do not resolve the issue, you may want to try performing a factory reset on the printer. This will restore the printer to its original settings. Refer to the printer's manual for instructions on how to perform a factory reset.

Refer to this document:  HP OfficeJet Pro 6978 All-in-One Printer User manual

HP OfficeJet Printers - 'Printer Failure' Error

I hope this helps. 

Take care and have a good day.

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

[Rom1212]

Thank you so much.  I tried to trouble shoot with the directions you gave.  My ink carriage does not move all the way to the left. I unplugged the printer as the movement started and then manually moved the carriage.  I remove the ink cartridges. When I did so, I noticed that the black ink had leaked out into the printer. I am not sure what to do to clean this. Perhaps, this is why the printer is still giving the error code.  Do you think this is the case?

[A_Gayathri]

Hi @Rom1212 ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!