Hp6978 sleep mode

[Austin1234567]

Hello,

I am having this very issue with my OfficeJet Pro 6978.  Every single time the printer goes into sleep mode I lose connectivity with my Airprint devices and then my computer loses the "scan to PC" function.  Can HP please come out with a hardware update that will allow us to disable sleep mode?  

[Dvortex]

Welcome to HP Support Forum. I hope you're well @Austin1234567

I see by your post that you are checking about the printer sleep mode I will certainly do my best to help you 🙂

First off, the printer sleep mode has 3 options such as - sleep after 5 minutes, 10 minutes or 15 minutes. You cannot turn off the sleep mode. Also, you can access the printer sleep mode through the printer EWS page.

Ideally, the printer is programmed to wake up from the sleep mode once you give a print job. But if you are experiencing any issues, then you can try and fix this issue by giving a static IP address, Manual DNS and by disabling the IPv6 on your printer. Follow the steps mentioned below:
 

• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
• Type the IP address on your web browser to obtain the printer EWS page on your computer.
• Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
• Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
• Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4. Apply the settings.
• Under the “Network” tab – Expand “Network protocols” and select the option which says “Enable IPv4 only” and apply the settings.

Let me know whether that works for you. Good luck!

Cheers 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[Austin1234567]

I did the steps to create a static IP for the printer as well as all the other steps you mentioned...The printer still disconnects from AirPrint and Laptop each time it goes into sleep mode.

[Dvortex]

Hello, @Austin1234567

Try to update the printer firmware. Go to http://hp.care/2pskZhm  to download and update the printer firmware.

Restart the printer once done.

If the issue persists, try the steps listed here: http://hp.care/2qVmB2e 

Let me know how that goes!

Cheers 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[Austin1234567]

Hi there, tried updating the firmware, that didnt fix it.  The issue still persists.

[Dvortex]

Hello, @Austin1234567

Appreciate all your efforts!

As the last step, let's try a complete printer reset. I am sending you a private message with the steps. Please check the mailbox icon at the top right corner of your screen to access your inbox.

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

Good luck 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[Austin1234567]

Nope....Complete reset did not work either...

[Chimney_83]

Greetings @Austin1234567, I am the @Chimney_83. It looks like you were interacting with @Dvortex, but he is out of the office today so I'll take over from here.

Looks like all the possible steps have been exhausted on the printer. 

May know the iOS installed on your devices?

Have you installed all the updates on the iOS device?

Have you tried to install and print using HP Smart App?

If you have tried all these steps as well, recommend you contact our phone support team to check on the service options available for your printer. 

Keep me posted. 

[Austin1234567]

May know the iOS installed on your devices? iPhone 11.0.3, and windows 7 64 bit on my laptop.
Have you installed all the updates on the iOS device? Yes.
Have you tried to install and print using HP Smart App? Yes. The printer shows up on my iPhone and laptop but once the printer hasn’t been used for a while, I will try to access the printer from my phone and it will say the device is not connected even though I see the blue WiFi connection is good on the printer.  I then have to go and turn the printer off and then on and restart all my devices for it to show up again.

Ive tried contacting your support line and the only solution they gave me was to turn the printer off and on... After holding on the phone forever, the rep answered and pprovided that as the only solution and it didn’t do anything...

[Chimney_83]

The issue you are facing definitely seems to be a hardware issue. Did you disable IPV6 and change the router settings to 802.11 b/g?

If you would like to get the printer exchanged or upgraded please contact our phone support team for assistance. 

Keep me posted.