Printer is connected & recognized but will not print

[riteg]

I have had my HP 6978 for 9 months with no issues, and it just stopped working. It was right after the Windows 10 upgrade, so I have done the recommended troubleshooting. I have unistalled & reinstalled the software, and everything is recognized and connecting, but I still get Error-Printing messages.

I have had Microsoft techs try and figure it out with no luck....Help HP!!! I need my printer back!

[Jeet_singh]

@riteg,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues while printing from your HP OfficeJet Printer. Don't worry we'll work together to help you find a solution.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes on the printer before the issue started?

How is the printer connected? USB/Wireless

Let's start off by performing a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Let's try and make a “photocopy” to determine whether the issue is with the printer or not. Place a document on the scanner glass and choose “Copy” option. If the printer is making a good copy, then the printer hardware is fine.

If you are able to make a copy from the printer, then I would suggest you could try to update the printer firmware on the printer. If your printer is connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware:  https://ftp.hp.com/pub/softlib/software13/printers/ojp6970/OJ6970_R1716A.exe

For more details on how to update the printer firmware directly from the printer control panel - HP Printers - Updating or Upgrading Printer Firmware

First, unplug the USB cable from the printer if present.

Go to Control panel – Programs and feature – Select all the HP OfficeJet printer entries and uninstall them.

Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.

Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.

Under print server properties, go to drivers - remove any entry there as well.

Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

Restart your computer.

Now click on this link:  https://ftp.hp.com/pub/softlib/software13/printers/OJ6970/OJ6970_Full_WebPack_40.12.1161.exe to download and install the printer software.

Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,