Printer says Printer Faliure and Printer system

[Scotty2Hotty1]

First it says paper jammed, then it says printer failure, printer system. I have pulled paper tray out and checked for any jammed paper. I then turned printer off and unplugged it. I did this several times. It is also important to note that sometimes printer will not turn when I press off button

[Raj_05]

Hi @Scotty2Hotty1,

Welcome to HP Support Community.

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

The issue you're facing with your HP OfficeJet Pro 6968 All-in-One Printer appears to be a combination of a potential hardware issue and a system error. Here's a step-by-step guide to troubleshooting the problem.

Check for Paper Jams Thoroughly

• Inside the Printer: Open all accessible panels, including the back cover and any areas near the printhead or rollers, and remove any visible pieces of paper.
• Tray and Rollers: Check the paper tray and rollers for debris or torn paper.
• Carriage Movement: Make sure the print carriage (where the ink cartridges are located) moves freely. If it's stuck, gently free it.

Reset the Printer

Perform a full reset to clear any residual issues:

1. Turn off the printer using the power button.
2. Unplug the printer from the power source and wait for at least 60 seconds.
3. Press and hold the power button for 15 seconds while it’s unplugged.
4. Plug the printer back in and turn it on.

Inspect the Power Source

• Ensure the printer is connected directly to a wall outlet (not a power strip or surge protector), as insufficient power can cause failure to turn on/off.
• Test a different wall outlet.

Clean the Printhead and Cartridges

If the printer turns on, clean the printhead and cartridges:

1. Open the printer and remove the ink cartridges.
2. Check for any debris or dried ink on the contacts of the cartridges and the printhead.
3. Clean the contacts gently with a lint-free cloth slightly dampened with distilled water.
4. Reinsert the cartridges and close the printer.

Update or Reinstall Firmware

Corrupted firmware can cause system errors:

• If the printer starts, update the firmware via the HP Smart app or the HP website.
• If unable to start the printer, skip this step for now.

[Raj_05]

Perform a Semi-Full Reset

This process restores the printer to its factory settings:

1. Turn off the printer.
2. Press and hold the # and 3 keys on the control panel.
3. While holding the keys, turn on the printer and release the buttons when the printer powers on.
4. Follow on-screen instructions to set up the printer again.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[Scotty2Hotty1]

Thank you for your suggestions, I have done everything you advised and it still says, "There is a problem with printer or printer system. Turn off printer, unplug and then plug in the power cord, and then turn on the printer again. If the problem persists, contact support." Now that was stated on HP Support Assistant. On the printer itself, it states, " There is a problem with the printer or print system. turn the printer off, then on. If you continue to get this message, contact HP. 0x6100004a." It is also important to note that when I go to turn printer off via power button, it will not shut off, it just displays shutting down but it never shuts down.

[Raj_05]

Hi @Scotty2Hotty1,

Thank you for your response, 

Since you've already tried the standard troubleshooting steps and still face the issue, here are some more advanced steps you can take.

Unplug and Power Cycle the Printer Again

• Turn off the printer using the power button.
• Unplug the printer from the power source for at least 10 minutes (this is longer than the usual 60 seconds).
• After waiting, plug the printer back in and turn it on.
• Check if the issue persists.

Check the Ink Cartridges and Printhead

• Remove the ink cartridges and inspect the cartridge area for any obstruction or debris that may be preventing proper movement or communication with the printhead.
• Clean the printhead by gently wiping the contacts with a lint-free cloth slightly dampened with distilled water.
• Reinsert the cartridges and make sure they're properly seated.

Hard Reset the Printer

A hard reset can help resolve deeper system errors:

• Turn off the printer using the power button.
• Unplug the power cord from the printer while leaving the power button on.
• Press and hold the power button for 30 seconds to drain any residual power.
• Plug the printer back in and try turning it on.

Inspect the Printer's Mechanism

Since the error code relates to the print system, it could indicate a mechanical failure.

• Open all accessible panels (including the back and paper tray) and check for any jammed paper or debris.
• Manually move the printhead or carriage to ensure it's not stuck.
• If you notice any unusual resistance or obstruction, carefully clear it.

Update the Printer's Firmware

Firmware corruption could be the cause of the persistent error:

• Check for firmware updates using the HP Smart app or the HP support website. You might need the printer to turn on for this step.
• If you can't update the firmware due to the printer being stuck, skip this for now.

[Raj_05]

Perform a Semi-Full Reset

This will restore the printer to its factory settings:

• Turn off the printer.
• Press and hold the # and 3 keys on the control panel simultaneously.
• Turn on the printer while still holding the keys.
• Release the keys when the printer powers on.
• Follow the on-screen instructions to set up the printer again.

Test Power Supply

If the printer is having trouble turning off (it gets stuck at "shutting down"), it could be a power issue:

• Connect the printer directly to a wall outlet (avoid using surge protectors or power strips).
• Try testing the printer on a different outlet to rule out any issues with the current power supply.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support