the cartridges in my HP Officejet PRo 6968 won't move. First i got a paper jam message - not so

[batesma2]

My ink cartridges in my HP Officejet Pro 6968 will not move

I got an error message that said I had a paper jam.  I do not

Then I got a "contact HP  0x6100004a" message

I contacted the virtual agent.  No help there

Now I can't even shut down the printer without unplugging it.

HELP!

[Echo_Lake]

@batesma2

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Perform a power reset:

1. Turn on the printer, if it is not already on.
2. Wait until the printer is idle and silent before you continue.
3. With the printer turned on, disconnect the power cord from the rear of the printer.
4. Wait at least 30 seconds.
5. Plug back the power cable straight to a wall outlet and printer without any surge protector.
6. Turn on the printer.

Update the printer firmware:

Here are the steps:- Click here

You can refer to this HP document for more assistance:- Click here
 

Hope this helps! Keep me posted for further assistance.
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