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HP Recommended
OfficeJet Pro 6978
Microsoft Windows 10 (64-bit)

I have a 6-month old Officejet Pro 6978 which has functioned perfectly until today.  Running Print and Scan Doctor and Windows trouble shooting shows no problems.  Both say the spooler and print queue are functioning OK, however, no data is delivered to the print queue for any non-HP application or window's function.  HP diagnostics:  status report and test page do print.  I have deleted the printer from the PC and reinstalled with no change.

Any suggestions?

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

@Larry1895, Welcome to the HP Support Community!

 

Have you uninstalled the printer driver and install the HP Full-featured driver?

  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, restart the computer.

Click here to download the HP Full-featured driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

If the issue persists, proceed to the next step.

 

Try printing using HP Smart app and check if the issue persists.

Click here to download and know more about the app.

 

Also, install the printer using Windows built-in driver and try printing.

Refer to this document to know how.

 

Let me know how this goes.

 

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

KUMAR0307
I am an HP Employee

View solution in original post

1 REPLY 1
HP Recommended

@Larry1895, Welcome to the HP Support Community!

 

Have you uninstalled the printer driver and install the HP Full-featured driver?

  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, restart the computer.

Click here to download the HP Full-featured driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

If the issue persists, proceed to the next step.

 

Try printing using HP Smart app and check if the issue persists.

Click here to download and know more about the app.

 

Also, install the printer using Windows built-in driver and try printing.

Refer to this document to know how.

 

Let me know how this goes.

 

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

KUMAR0307
I am an HP Employee

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