error code0x6100004a

[jrachelle]

HP remotely updated my HP Office Jet Pro 6970 and now it does not work. The error code is 0x6100004a. The first time error msg told me to restart, I pushed the on/off button and it never got out of the shutdown cycle. I unplugged, waited, it ran thru the startup sequence, indicated there was jammed paper, a thorough check found none. Again messaged me with the error to restart and I've been going in this circle since. It goes thru the initial startup sequence, indicates it's ready to print and I immediately get the error msg.

Please help. It's bad enough when a printer has a problem but when they are caused from an HP update is especially frustrating.

Thank you,

Jenise

[Kumar0307]

Hi @jrachelle

Welcome to the HP Support Community. I'd be happy to assist you.

HP updates do not cause this error. 

Kindly perform the steps mentioned in this document to resolve this issue.

Also, check if the print carriage is moving freely.

Refer to step 1 in this document.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[jrachelle]

Thank you for your response and assistance. My printer is not jammed,  has never jammed. I picked up my print job from the printer, HP indicated an update was needed, I told it to go and walked away. The next day the printer did not work and I've never had a software or hardware problem with it. If there is no possibility that the upgrade didn't messup the programming then it's a big coincidence that it stopped working when that occurred.

I have tried all the various ways to plug, unplug, turn off, turn on, search thoroughly for tiny pieces of paper, reseated the cartridges. I've ordered new cartridges to rule that out but I cannot reach the black and the cartridge holder will only move maybe an inch on the carriage. It's unfortunate because I'm a die-hard HP user, but if this printer, which is not very old needs replaced it's likely to not be an HP. That's a hard decision for me to make. I appreciate the help you've given.

Jenise

[Kumar0307]

@jrachelle

I understand your concern and I have brought your issue to the attention of an appropriate team within HP.

They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact.

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here:

https://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-To-Send-A-Private-Messa...

Thank you for visiting the HP Support Community.

[jrachelle]

I believe I am getting interference from a scammer. I've been asked to give personal details, case no., etc. I've not provided any information and need assurance that it was not an HP person asking me for this. What should I do to further report this problem if necessary?