Unable to Print on OfficeJet HP6954

[ALeung]

I am unable to print on my OfficeJet 6954. I get a Printer Failure message: 0x61000048 There is a problem with the printer or print system. My software is up to date. Using the HP Print and Scan Doctor, I get a "Device Error Detected" message. I've also tried the Virtual Assistant. Any additional guidance is appreciated.

Thanks.

[Irfan_06]

Hi @ALeung,

Welcome to HP Support Community.

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

I understand you're experiencing an issue with your printer that has a printer failure error.

I apologize for any inconvenience this may have caused, I'm here to help you today.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) Refer to the steps on this link to further troubleshoot.

D) If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[ALeung]

Irwin6,

Thanks for your guidance. I followed all the steps provided in your response and continue to have an issue.

When I try to print using Word, while the print screen shows that the printer is online, after I send a document to print, it doesn't print and the Word print screen then shows that the printer is offline.  When I look at the HP Smart App, the printer is showing as being available and I can scan a document. It's when I try to print that I'm having issues.

Thanks for any additional guidance you can provide.

Thanks.

[Irfan_06]

Hi @ALeung,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Do you have the same issue when you make a copy on the printer standalone? (Place an original document on the scanner glass and make a copy to confirm hardware is working fine)

Take care and have a good day

Irwin6

HP Support

[ALeung]

Irwin6,

Yes, I am able to make a copy by placing a document on the scanner glass and choosing copy on the touch screen.

Thanks.

[Irfan_06 · Accepted solution]

Hi @ALeung,

Thank you for sharing the above information.

Please follow the below steps to uninstall and reinstall the printer application as you are able to make a copy without any issues.

A) Uninstall the printer software by following the steps from this link and restart the devices.

B) Install the printer software by clicking on the link again and let me know if that resolves the issue.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support