my HP 6962 says printer failure and to shut down - but it won't shut down on it own

[ahickey]

Hello, I just bought this printer a month ago and i getting the error message "printer failure" and instructed to restart the printer. I puched the poer button and the printer is stuck in shutting down" and wont fully turn off. I unplugged and plugged back in and it gave me the message ot was shut down imporperly and then the print failure again. 

I check for a jam as well, unsure of what to do next

[senan6806]

@ahickey

A warm welcome to HP Community!

Power resetting the printer, cleaning the printhead, cartridge electrical contacts and updating the printer firmware may clear the printer failure error. Let'stry these steps:

1) Make sure this printer is plugged into a direct wall, not a surge protector

2) Remove printhead and ink cartridges from the printer and close the door

3) Remove the power cord from the back of the printer (Do no press the power button)

4) Clean the printhead and ink cartridges electrical contacts, refer to steps 4  and 6 from this document.

5) Plug the power cord back into the printer

6) Wait for the printer to turn on completely, then install the printhead and ink cartridges.

7) Download and install the latest firmware update from here.

Let me know how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

[Lauri3]

I cannot get at the ink cartridges either. They won't slide accross for access since the printer starting saying there was a paper jam over and over (which there never was), then starting getting stuck on Shutting down, and wouldn't. Very frustrating. This is the second Hp I've owned and the same thing happened to the last one. Had to get a new one, as the problem could never be fixed. This will definitely be the LAST HP I ever own. I only get about 6-8 months of proper usage, then they start this silliness and need to be replaced. I'll go back to Canon - my last Canon printer went for over 10 years!

[Raj1788]

@Lauri3

Thank you for joining the HP Support Community

To provide you with an accurate solution, I'll need a few more details:

Could you please help me with the exact model name or the product number of the printer?

Try to move the carriage manually and let me know if the carriage moves freely?

Keep me posted!

Cheers:)

[Lauri3]

Thank you for getting back to me! My printer is an HP Office Jet 6962, Serial #TH77B1N28H. When I look at the info on printer in it's control panel though, it actually says it's a 6960 - strange. I cannot move the ink cartrige over manually. They are firmly anchored in their docking station. The printer is now shutting down from the power button, but when you turn it back on, it says it wasn't shut down properly. I'm still getting the printer failure error and also 0x6100004a error.

[Lauri3]

Hello there. The ink cartridges will no longer move over when the printer is opened, to access the cartridges and remove them. So, I'm unable to follow the instructions given.

[Lauri3]

Thank you everyone for your help on my HP. I ended up speaking directly to HP and they said the printer head was no good. Since my warranty expired, I am out of luck, and it's cheaper to buy a new printer. If it had still been under warranty, they would have replaced the printer free of charge. Such is life... A shopping I will go!

[Raj1788]

@Lauri3

This is a hardware issue with the printer.

I would personally suggest you contact our HP Support for one on one interaction. 

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp

Step 2. Sign in / sign in as a guest

Step 3. Enter the product number or select to auto detect

Step 4. Scroll down to "Still need help? Complete the form to select your contact options"

Step 5. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Keep me posted on further assistance. Hope that helps! 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day ahead!

[GrammyAlex]

I am having the exact same issue with the exact same model. My printer is a year and a half old. This is ridiculous. 

[Lauri3]

I spoke directly with HP, and these errors mean the printer head is done. Which means you need a new printer. If it was still under warranty, they would have replaced the printer with a new one. Since you are in the same boat as me, and warranty is expired, you'll need to by a new one. I did yesterday - I bought another HP only becuase I had just purchased over $150 worth of ink cartridges for the one that quit, and I can use them in the new one. I won't buy HP again, as same as you, I only get just over a year out of them before they quit working.