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coyote9
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Message 1 of 2
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printer stopped printing

HP Recommended
hp envy
Microsoft Windows 10 (64-bit)

I have a HP Officejet pro6978 its only 12 1/2 mos. old and it decided to stop printing I ran the print and scan doctor and it comes up with device status but does not fix problem I've done everything to try to fix it and nothing has worked this is a wireless set up , I tried a USB and it worked for awhile until I went back to wireless now I cant do either one it says same thing device status don't know what the problem is can anyone help ?

1 REPLY 1
Betty0610
HP Support Agent
HP Support Agent
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Message 2 of 2
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HP Recommended

@coyote9

 

Welcome to the HP Support Community.

 

Are you able to copy?

 

Let's try to do a root uninstall and reinstall of the software:

 

Unplug any USB cable, if any, before doing this.

 

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

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

 

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

 

Let me know if this helps.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

 

Thanks!

 

Have a great day!


I am an HP Employee

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