OfficeJet Pro 6978 Printhead missing, failed, or incompatible

[sophiapack]

I recently bought an OfficeJet Pro 6978 from a local outlet store, and found the error "Printhead: missing, failed, or incompatible" upon closer inspection. The printer itself gives a vague "There is a problem with the printhead" error upon startup. Rebooting the printer and reseating the cartridges didn't help. I noticed the ink cartridges inside were labeled two years ago, so would this be it? I have new ink cartridges on the way, so this issue may be reaolved upon the arrival of those.

[Max3Aj]

@sophiapack, Welcome to HP Support Community. 
 
Thank you for posting your query, I will be glad to help you. 
I understand you're seeing the error "Printhead missing, failed, or incompatible" on your HP OfficeJet Pro 6978, and I’ll be happy to help you troubleshoot this.

Reset the Printer

A simple reset can sometimes clear temporary errors.

1. Turn the printer on.
2. With the printer on, disconnect the power cord from the back.
3. Unplug the power cord from the wall outlet.
4. Wait for 60 seconds.
5. Plug the power cord back into the wall and then into the printer.
6. Turn the printer back on.

Reseat the Printhead and Cartridges

1. Open the ink cartridge access door.
2. Wait for the carriage to move to the center.
3. Remove all ink cartridges.
4. Lift the latch on the printhead assembly and gently remove the printhead.
5. Reinsert the printhead and ensure it clicks into place.
6. Lower the latch and reinstall the cartridges.

Clean the Printhead Contacts

If reseating doesn’t help, clean the electrical contacts:

1. Use a lint-free cloth slightly moistened with distilled water.
2. Gently wipe the copper-colored contacts on the printhead and inside the printer.
3. Let everything dry for 5–10 minutes before reinserting.

Try New Ink Cartridges

Since your current cartridges are over two years old, they may have dried out or become incompatible. Once your new cartridges arrive, install them and check if the error clears.

Update Printer Firmware

Outdated firmware can cause compatibility issues.

1. Go to the HP Software and Driver Downloads.
2. Enter OfficeJet Pro 6978 and download the latest firmware.
3. Install it following the on-screen instructions.

I hope this helps. 
 
Take care and have a good day. 
 
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Yes" on the bottom left to say “Thanks” for helping! 
 
Max3Aj
HP Support 

[sophiapack]

Max3Aj--

I have attempted all of the methods you have given except for manually cleaning the printhead contacts, and none seem to have worked. As for the printhead itself, there is no latch to remove it.

[Max3Aj]

@sophiapack, Thank you for your response,  

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support