Printing errors

[Aussiew1]

I keep getting intermittant printing errors since upgrading to a new laptop and windows 10.  I have downloaded upgraded drivers for my Officejet Pro 6978 but it doesn't appear to make a difference.

[asmita6658]

Hi @Aussiew1

Welcome to the HP Support Community. 

Try these steps -

Step 1 HP Print and Scan Doctor -

Click on this link to download and run HP Print and Scan Doctor.

Step 2 Re-install the printer drivers -

1) In the search box, type and open "Uninstall a Program". 
2) Look for HP Printer software. 
3) Right-click to uninstall. 
4) In the search box, type and open “Devices and printers”. 
5) In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”. 
6) Open 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 Once the software and drivers are removed. 
13) Restart the computer. 
14) Download and install the software and drivers from here.
15)Click on the downloaded file and follow the on-screen instructions.

Let me know how that goes. 

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Have a great day!

[Aussiew1]

Thank you so much for your help.  However, #11 didnt show as described so I wasn't sure if I was supposed to remove all the other drivers so I just closed the window and went on to #12.  I will let you know how my printing tasks complete.

[asmita6658]

Sure @Aussiew1

I'll wait for you reply. 

Have a great day!

[Aussiew1]

Unfortunately the suggestion didn't work.  I am still struggling with this.  Any other advice?

[asmita6658]

@Aussiew1

Can you send us a picture of the exact error? 

Try installing the built-in driver and check. Refer to this document for steps - HP Printers - Installing and Using the Windows Built-in Print Driver

If the issue still persists, try creating a new user account and install the driver -

1) Tap the Windows icon.
2) Select Settings.
3) Tap Accounts.
4) Select Family & other users.
5) Tap "Add someone else to this PC."
6) Select "I don't have this person's sign-in information."
7) Select "Add a user without a Microsoft account."
8) Enter a username, type the account's password twice, enter a clue and select Next.
9) Tap the Windows icon.
10) Select the User icon at the upper left corner of the Start menu.
11) Select the new user. You'll then sign into your account with your password from step 8.