HP OfficeJet Pro 6958, 6968, and 6978 Paper Jam Error with Printhead Stuck on the Right: Why the Carriage Will Not Move and How a Semi-Full Reset May Help

Question

I watched your video about the HP OfficeJet Pro 6958, 6968, and 6978 printhead being stuck on the right side with a carriage jam issue. In my case, the gear is still attached, and the carriage can slide across manually. The gear spins, and I can see the drawer moving forward and backward, similar to what was shown in the video when it was manually turned with a screwdriver.

The problem started after I removed the black ink cartridge. After that, the carriage seemed to hit something, but the printer only gives me a "paper jam" error. It does not specifically say there is a carriage jam. What concerns me is that when I open the cartridge access door, the carriage does not automatically move like I expected. It only tries to move after I tap through some touchscreen prompts, such as messages about improper shutdown, a missing cartridge, or clearing a paper jam.

I always thought opening the lid should make the carriage move to the cartridge replacement position, but now there is no action unless I go through the touchscreen prompts. What could be causing this?

Answer

From your description, this sounds less like a broken carriage gear and more like an HP OfficeJet Pro 6978-style "phantom paper jam" or stuck internal error state. This can also apply to similar models in the same family, including the HP OfficeJet Pro 6958, 6968, and 6978.

The key details are:

Your carriage can still slide manually.

The gear is still attached.

The gear spins.

The drawer or service-station mechanism moves forward and backward.

The printer reports only a "paper jam" error, not a carriage jam.

The carriage does not automatically move when the access door is opened.

The carriage only attempts movement after touchscreen prompts are cleared.

Those signs suggest the printer may not be physically unable to move the carriage. Instead, the printer's firmware may be stuck in a fault condition and is preventing the normal cartridge-access routine from running.

Normally, when you open the cartridge access door, the printer should move the carriage into the replacement position. However, if the printer believes there is an unresolved paper jam, improper shutdown, missing cartridge, service-station fault, or sensor error, it may refuse to run that normal movement sequence. In that state, opening the lid may do nothing because the printer is waiting for the user to acknowledge or clear the error first.

This is why you may see the carriage move only after tapping through the touchscreen prompts. The printer is not behaving like it is in a normal cartridge replacement mode. It is behaving like it is trying to recover from an error state.

In your case, since the carriage is not completely locked and the gears still appear to operate, one possible fix is performing a Semi-Full Reset. This can clear certain stored internal error states, including false or "phantom" paper jam conditions.

For the HP OfficeJet Pro 6978, you can usually access the hidden Support Menu by tapping the Return button rapidly four times. Once inside the hidden menu, go to Resets, then select Semi-Full Reset.

A Semi-Full Reset is not the same as simply turning the printer off and back on. Power cycling may clear temporary errors, but a Semi-Full Reset can clear deeper stored conditions in the printer's memory. If the printer is falsely convinced that there is a paper jam even after the path is clear, this reset may allow the carriage to move normally again.

Before doing the reset, I would still recommend checking the following:

Make sure there is no real paper scrap inside the printer. Even a very small torn piece near the service station, rollers, or carriage path can trigger a paper jam error.

Confirm that all cartridges are seated properly. Since the problem started after removing the black cartridge, the printer may also be reacting to a missing or improperly seated cartridge.

Check the carriage path from left to right. The carriage should glide smoothly without hitting a foreign object, dried ink buildup, dislodged plastic piece, or loose cable.

Inspect the right-side service station area. This is where the printhead parks, and it contains the cap, wiper, pump, and related moving parts. If something in this area is out of position, the printer may interpret it as a jam.

Look for loose or displaced parts near the gear and drawer mechanism. If the drawer moves forward and backward but does not return to the correct home position, the printer may fail its startup check.

Also, be aware that HP printers often use a general "paper jam" message even when the actual problem is not paper. A carriage obstruction, service-station problem, encoder strip issue, sensor flag problem, or failed startup sequence may all show up as a paper jam error. So the absence of a specific "carriage jam" message does not completely rule out a carriage-related problem.

The behavior you described-where the printer does not move the carriage immediately when the lid is opened-can happen because the printer's logic is locked in the jam-recovery process. Until the printer believes the jam condition is cleared, it may not enter the normal cartridge-access mode. This can make it look like the printer is ignoring the open lid, even though the lid switch may be working correctly.

If there is no physical obstruction, no broken gear, and the carriage can move freely, the Semi-Full Reset is a very reasonable next step. Many users with the HP OfficeJet Pro 6978 have found that this clears the false paper jam state and allows the carriage to move again.

However, if the error returns after the reset, then the printer may have a mechanical or sensor issue rather than just a firmware state problem. In that case, I would focus on the right-side service station, carriage home position, encoder strip, paper path sensors, and any part that may have been disturbed when the black cartridge was removed.

Addressing printer issues can be a complicated affair because many of these problems require hands-on inspection. Because of that, we are not able to provide remote troubleshooting, personalized repair suggestions, or step-by-step support for individual printer repairs. We do offer an in-person evaluation and repair service through our local diagnostic facility, BCH Technologies Printer Repair Service [https://bchtechnologies.com/printer-repair-service]. Due to high demand, repairs are handled on a first-come, first-served basis, so it may take a few weeks before your printer can be dropped off. Our service is structured to repair either the whole printer or specific parts, with clear instructions on how to proceed. However, we understand that our rates may not be the most economical option for every customer. For that reason, we strongly recommend using self-help resources and online research whenever possible. You can start with YouTube or visit our channel homepage, BCH Technologies on YouTube [https://youtube.com/@bchtechnologies]. Use the search icon next to "About" on the right-hand side of the menu bar to search for specific topics. I receive dozens of questions every day asking which video covers a certain repair, and after creating videos for more than nine years, it is difficult to remember every single one. YouTube's search function is often the fastest way to find the right video, and it may also suggest helpful videos from other channels.

Thank you again for watching, supporting BCH Technologies, and sharing such a detailed description of the issue. Your follow-up about the Semi-Full Reset is especially useful for other HP OfficeJet Pro 6978 users dealing with a false paper jam or carriage movement problem.