6978 won't print

[VermontJim]

Hi my 6978 won't print from the computer. It does print the internal test page after running Scan Doctor. I have un-installed it & re-installed it several times. It says "ready" & no error messages appear. It will print if I try using the network option sending the job through my other laptop. That means my Win 7 laptop has to be on which is a pain. It prints fine directly from my Win 7 laptop. However I can not get it to print  directly from my Windows 10 laptop. Scan Doctor results are always the same...no print & at the end it will print the internal test page. Scan Doctor then says the problem is with the software & to re-install it. Again, I have tried several times doing the un-install & then the re-install to no avail. It's strange how it can print the "internal test page"  at the end of the trouble shooter & yet not print anything else. The printer is set up as wireless & the drivers are current. I am confident that the printer is working fine as I have no trouble with my older laptop. What to try???

[sandytechy20]

@VermontJim

Welcome to HP support community.

Assign manual IP address and that should fix the issue.

1. From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, touch ( Setup ). 2. Touch Reports . 3. Select a network configuration report.

Setting a Static IP Address

Once you know your printer’s IP address, entering it is pretty easy. Here’s what you do:

1. Run your Web browser.
2. In the Web browser’s address bar, type the IP address of your printer and press Enter. Assuming you entered the right address, the HP printer control panel should appear.
3. Click the Networking tab.
4. Under Connections, click Wireless.
5. Under IP Address Configuration, click Manual IP.
6. Enter the IP address, subnet mask, and default gateway in the appropriate boxes.
7. Click Apply.

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

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[VermontJim]

Hi Sandytechy20,

Thanks for the suggestion however it did not work. The IP address is correct but no change in the behavior as it still will not print.

[Raj1788]

@VermontJim

I recommend you delete the driver at the root level and Install the drivers, follow the steps below:

Remove the USB if connected

1.) In Windows, search for and open Programs and features 

2.) Select your HP Printer 

3.) Select Uninstall 

4.) In Windows, search for and open Devices and printers 

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose `Delete' or `Remove Device' 

6.) Open up the run command with the "Windows key + R" key combo. 

7.) Type printui.exe /s and click Ok. (Note: there is a space in between "printui.exe" and "/s") 

8.) Click on the "Drivers" tab 

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers 

Then, Click on this link: https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-officejet-pro-6970-all-in-one-printer-... to install the  Full Feature Software and Drivers.

Try to print.

Keep me posted, how it goes!

If the information provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[VermontJim]

Hi I tried all the steps you suggested but still no luck unfortunately.

[sandytechy20]

@VermontJim

This might require remote access of the computer to fix this issue:

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.