Problem w/ printer or print system, error message 0X6100004a

[Nick_199]

Model # 6978 Officejet.

In the beginning I was to clear a paper jam. There was no paper I could see. I took out the paper tray to check the jam but it isn't there. After several attempts final message got as "There is a problem with the printer or printing system. Turn the printer off, then on. If you continue to get this message, contact HP. 0X6100004a. I can't contact hp personally. I am stuck. Does any one have same issue? If yes, how did you resolve it? Please let me know.

[Donaldbruce]

I removed the printhead to clean it and correct a streaking issue. After cleaning I reinstalled the printhead but got the same message: There is a problem with the printer or ink system. Etc. I have turned the printer off and on numerous times, even unplugging the printer as instructed. I used an online tutorial to reset the printer. Same message keeps appearing. Is there anything else that I could do to resolve the problem. The printer is an HP 8610 Officejet Pro. Thanks for any help!

[Nick_199]

Thanks for response, Did the printer issue resolve w/ solution provided.

Best,

Nick

[KrazyToad]

@Nick_199

Welcome to HP Community

I have gone through your Post and would like to help

Please ensure the printer has the latest Firmware. Link:: https://support.hp.com/in-en/document/c02919168

You can also follow the instructions in this Link: https://support.hp.com/in-en/document/c05079673

If the issue persists then the printer needs to be serviced, Please contact HP Support for Service Options

Click on this link - www.hp.com/contacthp/ and select your Country to get the Contact details for HP Support

Thank you

[Donaldbruce]

Hi KrazyToad:

Thanks much for your reply to my question about the printhead problem. I went to the latest Firmware link you provided and was able to find some of the pertinent info. I downloaded a link that came up, but I don't think it was specifically for my printer's firmware. I'm sort of a klutz -- worse yet, an 86-year-old klutz -- and the problem is probably with me. So I haven't yet accessed the firmware. I'm sure there's a way, but I haven't unearthed it. I tried the download from the Web option. Bad decision?

If you have any other thoughts, I'll be grateful.

Best,

DonaldBruce

[KrazyToad]

@Nick_199

Click this Link: https://ftp.hp.com/pub/softlib/software13/printers/ojp6970/1910a/OJP6970_1910A.exe to download the Firmware

[Nick_199]

Hi Toad, I tried to update firmware, which is updated as per printer message. One new thing I found as the ink cartridge carrier is stuck on right side that does not want to move even though I tried to move it by hand. Stuck really badly and wondering if this is causing an issue and getting error code. I just bought post expired warranty package. Do you think hp can fix it by changing hardware or I need to buy new one?

Please advise, if it can be fixed then I will go to that approach otherwise I will buy new one.

Hoping for positive outcome from you.

Nick 

[KrazyToad · Accepted solution]

@Nick_199

This does seem like a Hardware issue and the printer needs to be serviced

If the Warranty expired HP can still get the printer serviced for a charge or you can check for printer upgrade

I suggest you contact HP Support for Service Options

Click on this link - www.hp.com/contacthp/ and select your Country to get the Contact details for HP Support

Thank you

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
 

[Nick_199]

@KrazyToad:

Surprisingly the printer did work. All I did was just gave a little jolt to a printer cartridge carrier as it was stuck on a right side of the printer, then turned off by pulling out a cable from back of printer and wall mount and restarted. After this procedure, it was fine. However, I don't know if same issue will exist in future, so to be on safe side I also purchased extended warranty for next 2 years (w/ 15% discount). By the way thank you for all suggestions and guidance to resolve my issue.

I wish you all the best w/ hp.

[Donaldbruce]

@KrazyToad:

Thanks for your prompt help and suggestions. As a last resort, I've ordered new ink cartridges hoping that might work. But if not, I'll take your advice and either get some hardware service or a newer HP printer.

Thanks again! I genuinely appreciate your help!

DonaldBruce