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Mary-1940
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Message 1 of 2
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Printing Issues

‎08-28-2020 10:48 AM

HP Recommended
Product: HP Office Jet Pro 6978
Operating System: Microsoft Windows 10 (64-bit)

My HP printer does not respond to my print request.  The screen on the printer displays the following message: "The print cartridge cannot move.  Open the cartridge access door, clear any paper jam or obstruction, and select OK."  I have followed those instructions numerous times and found no paper jam or obstruction.  I disconnected the power cords and followed the HP directions on-line and cleaned the rollers and other parts of the printer.  I check and rechecked the paper tray.  I have had this printer for 3 and a half years and it has given me good service till now.  Nothing has changed with regard to my computer and printing habits.  No hardware or software changes have occurred.  The printer has a wireless connection.  Please advise.

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sandytechy20
HP Support Agent
HP Support Agent
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Message 2 of 2
Flag Post

‎08-30-2020 04:35 PM

HP Recommended

@Mary-1940

 

Welcome to the HP support community.

 

I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

 

I hope this helps resolve this issue completely.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.
Cheers.

Sandytechy20
I am an HP Employee

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