OfficeJet Pro 6978 shows on my desktop and laptop as offline

[AndyKatz]

Neither my desktop nor my laptop recognize the printer since a few days ago.  Both used to print fine.  Both claim that the printer is offline.  The printer shows steady light at WIFI connection and shows correct network. 

I rebooted the router.  Nothing.  Rebooted the desktop.  Nothing.  Rebooted the printer.  Nothing.

Is there a way to connect this printer(OfficeJet Pro 6978) directly to the desktop?

[A_Gayathri]

Hi @AndyKatz,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand your HP OfficeJet Pro 6978 shows as offline on both your desktop and laptop, it usually indicates a connectivity or configuration issue. Here are steps you can follow to troubleshoot and resolve the problem:

Check the Basics

Power Cycle the Printer:

• Turn off the printer and unplug it from the power source.
• Wait for about 60 seconds, then plug it back in and turn it on.

Check Connections:

• Ensure that the printer is properly connected to your network (if using a network connection) or directly to your computer (if using a USB connection).
• For Wi-Fi connections, make sure the printer is connected to the same network as your desktop and laptop.

Printer and Network Configuration

Restart Your Router:

• Power cycle your router by unplugging it for 30 seconds and then plugging it back in.

Print a Network Configuration Page:

• On the printer control panel, navigate to Network Setup or Wireless Settings, and print a network configuration page. This will show the printer’s IP address and network status.

Verify Printer IP Address:

• Ensure that the printer’s IP address is correct and has not changed. If it has, you may need to update the printer’s IP address in your computer's printer settings.

Update Printer Status on the Computer

Remove and Reinstall the Printer:

• On your desktop and laptop, go to Control Panel > Devices and Printers.
• Right-click the HP OfficeJet Pro 6978 and select Remove device.
• Add the printer again using Add a printer and follow the prompts to reinstall it.

Set the Printer to Online:

• Open Control Panel > Devices and Printers.
• Right-click the HP OfficeJet Pro 6978 and select See what's printing.
• In the window that opens, click on Printer in the menu bar and ensure that Use Printer Offline is unchecked.

Driver and Software Issues

Update Printer Drivers:

• Visit the HP Support website and download the latest drivers for your HP OfficeJet Pro 6978.
• Install the updated drivers on both your desktop and laptop.

HP Print and Scan Doctor:  HP Print and Scan Doctor

• Download and run the HP Print and Scan Doctor, a free tool provided by HP to diagnose and fix common printing and scanning problems.

Advanced Troubleshooting

Check Printer Port Settings:

• On your computer, go to Control Panel > Devices and Printers.
• Right-click the HP OfficeJet Pro 6978 and select Printer properties.
• Go to the Ports tab and ensure that the correct port is selected (usually a TCP/IP port if the printer is networked).

Firewall and Security Software:

• Temporarily disable your firewall and antivirus software to see if they are blocking the printer connection. If the printer goes online, configure your firewall and antivirus to allow the printer’s communication.

Refer to this document: HP OfficeJet Pro 6978 All-in-One Printer User manual

I hope this helps. 

Take care and have a good day.

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