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Message 1 of 2
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Cartridge jam

HP Office Jet Pro 6978

The print cartridge cannot move. Open the cartridge access door clear any paper jam or obstruction. I have done all of  that and cleaned it. Plus it's very loud when it prints but right not it's not even printing.   Now I cannot get it to print at all I need help ASAP!!!!

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HP Support Agent
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Message 2 of 2
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Cartridge jam

Hi @Brooke00544

Welcome to the HP Support Community. I'd be happy to assist you. Let us try these steps to resolve this issue:

 

Is the print carriage moving freely or stuck?

 

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.

 

Also, perform step 1 from this document. (Skip if already tried)

 

If the issue persists, please contact our HP Support team for Service Options as it could be a possible hardware issue:

1) Click on this link - www.hp.com/contacthp/

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

 

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 “Thanks” for helping!

Have a great day! 

KUMAR0307
I am an HP Employee

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