Printer won't recognize that paper is loaded in paper tray

[Prof_Mal]

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.

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[Jeet_singh]

@Prof_Mal,

Welcome to HP Support Community,

Have you checked for any obstructions inside the printer?

Are you able to move the carriage manually?

Have you tried to clean the paper feed rollers?

In the meantime, let’s try 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.

Next thing, I would suggest here is to follow the steps suggested in the support document for - HP OfficeJet Pro 6900 Printers - 'Carriage Jam' Error

Alternatively, you can try to update the printer firmware. If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware update on your printer from our HP support website.  Once done, restart the printer.

For more details on how to update, please use this link: HP Printers - Updating or Upgrading Printer Firmware

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[Prof_Mal]

Thanks for the response. I had tried all of those things you mentioned EXCEPT moving the ink cartridge. It is stuck on the right side of the printer and will not budge. My husband couldn't even move it to the left. This is a relatively new printer with very little usage. Cannot believe this has happened. 

[Jeet_singh]

@Prof_Mal,

This looks like a possible hardware failure with the printer. I would personally suggest you contact our HP support team for further assistance.

HP support can be reached on www.hp.com/contacthp

Select the product type.

Enter the serial number of your device or select let HP detect your product option.

Select the country from the drop-down.

You should see the HP phone support number or Chat option listed.

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!