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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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HP OfficeJet Pro 6978 All-in-One Printer

 I also got an error about paperjam. I looked for any paper that was jammed, but I didn't find anything. I searched for another error I got (0x6100004a) and I tried to power it off and on. Factory reset my printer. I also noticed my cartridge holder doesn't move that much out anymore only where I can get two inks out, one of the solutions I found told me to remove all of them once it move in the middle. Please help me figure out what to do. Thanks… I don't want to waste my money when I just reactive my instant ink sub.

1 REPLY 1
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Hi @luna1134,

 

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

 

I see that you are facing a paper jam issue with your Printer.

Please follow the steps below to perform a power drain.

 

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

 

Kindly refer to the steps on this link to troubleshoot and let me know if that resolves the issue.

 

Also, update the printer firmware by clicking on this link.

 

Please click “Accepted 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!

 

I hope this helps.

Take care and have a great day ahead!

 

Irwin6

HP Support

Irwin6
I am an HP Employee

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

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