Printer shows paper jam error when there is no paper jam

[mlsmith10]

My printer keeps showing a paper jam message but there is no paper jam. When I follow steps to clear the message, I will then get a printer failure message. The drivers are up to date. Error message shows Ox6100004a. I have tried unplugging and replugging in the printer. It is plugged into the wall. I don't know what else to do. I've tried the Virtual Assistant but I get stalled at inputting my printer name info as my printer does not show up on the drop down menu at the very beginning when it wants to you to input the printer name. 

[Kumar0307]

@mlsmith10, Welcome to the HP Support Community! I’m here to help.

I understand the printer has a false error. Check if you can bypass the error to access the home screen of the printer.

If yes, let us try this:

Go to Setup > Tools > Restore to factory defaults

Note: You will have to reconnect the printer to the wireless network after the reset

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

If this does not help, unplug the power cable and hold the power button down for 10-15 seconds and release it. Power on the printer and check.

Update the printer firmware

Click here to download and install the latest printer firmware from your computer.

Click here to know different methods of updating printer firmware.

Check for any jams inside the printer and make sure the carriage is moving freely.

Refer to - Paper Jam Error

If the error persists, I'm afraid this is a hardware failure. Please reach out to the HP Technical Support team in your region regarding the service/replacement options for your printer. 

Follow the instructions below to reach them:

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web-form and proceed further.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes, I suggest you upgrade the printer. You may visit Hp Store to check the available printers.

Keep me posted for any other assistance.

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Have a great day!