"Carriage Jam" errors on HP OfficeJet Pro 6978

[KathyWalker]

HP OfficeJet Pro 6978. Purchased 2017.  Never worked -- got same error message and kids gave up

Hi everyone -- My OfficeJet has never worked.  It keeps getting error message:  Carriage Jam. The print carriage cannot move.  Open the cartridge access door, clear any paper jam or obstruction, and selection OK. 

There is no jam in there, and I have looked carefully for a piece of paper or other cause of a jam and there is none.  I don't even know what the "carriage" is.  Is it the little mechanism that holds the ink cartridges?  If so, that moves fine during start-up.  

I have no idea what to do.  I know the warranty has expired though this printer has never printed a page. 

Ideas?

[Echo_Lake]

@KathyWalker

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help,

This seems like a hardware issue with the printer. Check if the printer carriage is moving freely inside the printer.

Kindly perform the steps mentioned in this document - 'Carriage Jam' or 'E3' Error Displays and A 'Paper Jam' Error Displays

Update the printer firmware if possible

• Click here to download and install the latest printer firmware from your PC.
• Click here to know different methods of updating printer firmware.

If the error 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.

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Have a great day!