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‎10-26-2020 07:55 PM

HP Recommended
Product: hp officejet pro 6978
Operating System: Microsoft Windows 10 (64-bit)

ox6100004a problem with printer includes cartridge tray will not move when opening door or at turn on. Problem occurred after automatic update. Unable to contact a real person tech at Hp very frustrating. 

Category:
3 people had the same question
1 REPLY 1

‎10-30-2020 07:12 AM

HP Recommended

@grwiii, Welcome to the HP Support Community!

 

Let us try these steps:

 

Reset the printer

  1. With the printer turned on, disconnect the power cord from the rear of the printer.
  2. Wait at least 60 seconds.
  3. Reconnect the power cord to the rear of the printer.
  4. Turn ON the printer, if it does not automatically turn on.
  5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

 

Perform the steps mentioned in this document - Paper Jam Error

Check if the print carriage is moving freely.

 

If the issue persists, please reach out to the HP Technical Support team in your region regarding the service options for your printer. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

 

Keep me posted for any other assistance.

 

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 “Th

KUMAR0307
I am an HP Employee

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