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‎01-18-2022 09:48 PM

HP Recommended
Product: HP OfficeJet Pro 6968 All-in-One Printer

The problem started with a paper jam. I thought I got the paper out. I unplugged it at one point b/c it wouldn't turn off. Now I get the message "paper jam" and then "device was turned off improperly" and now "printer failure". It says to contact HP. I have turned it on and off several times. I have looked everywhere for jammed paper and can't find any. 

Category:
1 person had the same question
5 REPLIES 5

‎01-18-2022 10:03 PM

HP Recommended

Hello @JenD2 .Update the printer firmware and you can download the update for either Windows or Mac Os from the following link:
https://support.hp.com/mx-es/drivers/selfservice/hp-officejet-pro-6960-all-in-one-printer-series/828...

 

Eliminate the error by resetting the printer without the ink cartridges.
Open the cartridge access door or cover.
If the carriage moves toward the center of the printer, continue with these steps.
If the carriage does not move toward the center of the printer, close the access door or cover. Disconnect the power cord from the printer and the power supply, wait 60 seconds, and then reconnect the power cord to the printer and to a wall outlet. Turn on the printer and then continue with these steps.
Remove the cartridges.
With the printer on, disconnect the power cord from the printer.
Disconnect the power cord from the power supply.
Wait 60 seconds.
Plug the power cord back into the wall outlet and into the printer.

NOTE: HP recommends that you plug the printer directly into a wall outlet.
Turn on the printer.

Reinsert the cartridges, and then close the cartridge access door or cover.
Follow the steps to align the printer if prompted.

 

I am proudly Mexican, a Computer Systems Engineer and a community volunteer.
If you found the answer helpful and/or you want to say “thanks”? Click the “ Yes ” box below Did I help solve the problem? don´t forget to click “ Accept as a solution” , someone who has the same query may find this solution and be helped by it.
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‎01-20-2022 09:37 PM

HP Recommended

Thank you so much for those suggestions. I tried them tonight and it did not work. I struggled to get the ink cartridges out. I had to yank on the white tape that was connected to them. When I turned the printer back on after unplugging it, I got the exact same error messages and now I can't the ink cartridges in at all because the thing that holds them won't move at all from the far right. 

I think I need to just take it in somewhere and see if can be prepared. How do I find a place that repairs printers where I live?

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‎01-20-2022 09:43 PM

HP Recommended

@JenD2 .

Do you still have warranty?
What country/city are you contacting us from?

I am proudly Mexican, a Computer Systems Engineer and a community volunteer.
If you found the answer helpful and/or you want to say “thanks”? Click the “ Yes ” box below Did I help solve the problem? don´t forget to click “ Accept as a solution” , someone who has the same query may find this solution and be helped by it.
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‎01-20-2022 10:38 PM

HP Recommended

My warranty has expired unfortunately. I bought it in Portland, OR. 

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‎01-21-2022 07:49 PM

HP Recommended

@JenD2 .

You can take your printer to any of the following Hp authorized service centers:

Technology Integration Group

Approximately 6.3 Miles from your location
10260 SW Greenburg Rd 10th Floor Office 97223
Portland, 97223
15412421000
 
 

Technology Integration Group

Approximately 6.3 Miles from your location
10260 SW Greenburg Rd 10th Floor Office 97223
Portland, 97223
15412421000
 
 

Denali Advanced Integration

Approximately 6.6 Miles from your location
5000 Meadows Rd Ste 190
Lake Oswego, 97035-2230
00015039064210
 
 

J-2 Blueprint Supply Company (inc)

Approximately 12.4 Miles from your location
8100 Ne St Johns Rd B101
Vancouver, 98665
3606961861
 
 

Marco Technologies, LLC

Approximately 1510.8 Miles from your location
2110 Western Ave
Eau Claire, 54703
7158337660
 
 

Rite Price Office Supply, Inc

Approximately 1554.4 Miles from your location
609 Downing Ln
Harpers Ferry, 52146
3192835141
 
 

E O Johnson Co

Approximately 1591.7 Miles from your location
8400 W. Stewart Ave
Wausau, 54401
715-842-9999
 
 

E. O. Johnson Company, Inc.

Approximately 1591.7 Miles from your location
8400 Stewart Ave
Wausau, 54401
7158429999
 
 

Managed Solutions Group

Approximately 1593.4 Miles from your location
120 BRYANT ST STE 101
DUBUQUE, 52003
0015635889020
 
 

Laser Pros International Corp

Approximately 1594.4 Miles from your location
1 INTERNATIONAL LN
RHINELANDER, 54501
7153695910
 
 

SumnerOne Inc

Approximately 1607.4 Miles from your location
6701 Stephens Station Rd
Columbia, 65202-9837
0015734490140
 
 

R. K. Dixon Company

Approximately 1622.4 Miles from your location
5700 Utica Ridge Rd
Davenport, 52807
5633449100
 

Cartridge Savers Inc

Approximately 1642.7 Miles from your location
2801 Coho St Ste 206
Madison, 53713-4531
6082277283
 
 
I am proudly Mexican, a Computer Systems Engineer and a community volunteer.
If you found the answer helpful and/or you want to say “thanks”? Click the “ Yes ” box below Did I help solve the problem? don´t forget to click “ Accept as a solution” , someone who has the same query may find this solution and be helped by it.
Was this reply helpful? Yes No
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