Older wireless printer (OfficeJet Pro 6978) has new printer offline issues

[PatD53]

I have used the Print & Scan Doctor 5.0.5 a number of time trying to get my printer, wirelessly connected, to work with my ASUS laptop, iPad and iPhone.  The printer has worked flawlessly for many years and has just started to give me issues.  When I send a file to the printer, I get back that 'the printer is offline'.  Sometimes when I power cycle the printer, the file prints.  For both Apple products, the printer is always offline.  I have uninstalled and reinstalled the software on the laptop twice with no success.  Is this an issue with the latest windows 10 OS and Apple IOS?  Suggestions appreciated. 

[asmita6658]

Hi @PatD53

Welcome to the HP Support Community. I'd be happy to assist you with the "Printer Offline" issue. 

To better assist you - 

1) Are your devices are printer connected to the same network? 

2) How far is your printer from the router? 

3) Are you using a dual band router? 

While you respond to that, I'd suggest you try updating the printer's firmware. Download and install the firmware for Win 10 (64-bit) from this link. 

Also, print a wireless test report and post here. To print the wireless test report -

1. From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, touch (the Wireless button), and then touch ( Settings ).

2. Touch Print Reports.

3. Touch Wireless Test Report. 

You may also refer to this guided troubleshooter. 

Hope this helps! Keep me posted. 

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! 

[PatD53]

Thank you for your help.  Answers to your questions are below:

1) They are all connected to the same network.   SSID:=2WIRE945

2) Printer is 5 feet from ATT Gateway

3) Dual Band Gateway - Yes - 2G & 5G.  No way to determine which one is being used.

4) I Just updated the printer firmware through the printer's LCD display

I ended up uninstalling and reinstalling the software again.  It's now seems to work.  A slight concern is that when I printed from my iPhone a 'printer offline' popup was displayed.  The about 20 seconds later the printer printed what I sent.

Attached are the printer reports you asked for anyway.  

Thanks for your help.

[asmita6658]

Thanks for replying @PatD53

Please try assigning a manual IP to the printer -

1. Print a Network configuration page from the printer's control panel. 
2. Look for IP address from the Network configuration page. 
3. Open web browser - Chrome or IE or any other browser that you are using. 
4. Type the IP address mentioned on Network configuration page into the browser's address bar or URL bar and press enter button. 
5. Go to the Network tab. 
6. Click on Networking from the left pane. 
7. Then click on Network Address (IP). 
8. Click on Manual IP Address and go to suggest a Manual IP. 
9. Scroll down the screen and select Manual DNS server. 
10. Enter the Primary and secondary DNS server from the Network Configuration page into the Manual Preferred DNS server field. 
11. Click on Apply. 

Refer to this video link for steps. 

Let me know. 

[asmita6658]

@PatD53

Try restoring the network to defaults - 

To restore the printer to the original network settings -

1. From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, and then touch ( Setup ).
2. Touch Network Setup.
3. Touch Restore Network Settings.
A message appears stating that the network defaults will be restored.
4. Touch Yes

Restart the router and printer.

Run the wireless setup wizard to connect the printer - 

1. From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, and then touch (Wireless).
2. Touch ( Settings ).
3. Touch Wireless Settings.
4. Touch Wireless Setup Wizard or Wi-Fi Protected Setup.
5. Follow the display instructions to complete the setup.

Keep me posted.