Officejet Pro 6978 that won't copy or print.

[MadridRich]

My Officejet 6978 goes through the motions of printing .... i hear the print head moving, everything "sounds" right, the ink cartridge has plenty of ink, no error codes .... but the paper comes out absolutely blank.   I've installed a brand new HP black ink cartridge, but still nothing, and have re-installed drivers (Windows 11)  but nothing.   Today I'm receiving a screen message, "One or more cartridges are missing or damaged.   until cartridges are replaced make sure the printer is turned on to avoid damage to the printer."    I've verified that the cartridges are in correctly, snug and snapped in.  Any ideas, anyone?   I'm about ready to toss it in the junk heap, so this forum is my last hope.    Thank you!!

[MysteriousMe]

@MadridRich 

Welcome to HP Support Community.

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

Please follow the below steps:

Hard Reset the Printer

1. Turn on the printer and disconnect the power cable while it's still on.
2. Unplug the power cord from the wall outlet.
3. Wait 60 seconds and plug the power cable directly into a wall outlet (avoid power strips).
4. Turn on the printer and check if the error persists.

Clean the Electrical Contacts

Since you are getting a "Missing or Damaged Cartridge" error, the printer might not be recognizing the cartridge correctly.

1. Turn off the printer and unplug it.
2. Open the ink cartridge door and remove all cartridges.
3. Use a lint-free cloth and distilled water or isopropyl alcohol to gently clean the gold contacts on both:
   • The cartridges
   • The printhead (inside the printer)
4. Let everything dry for 5 minutes and then reinstall the cartridges.

Run the "Printhead Cleaning" Utility

Since the printer moves but prints blank pages, the printhead may be clogged.

1. Go to Printer Settings on your computer.
2. Select HP Printer Assistant > Maintain Your Printer > Clean Printhead.
3. Run the cleaning cycle up to 3 times if needed.
4. Print a Test Page after cleaning.

Check Ink Levels & Disable Cartridge Protection

1. On the printer screen, go to Setup > Tools > Estimated Ink Levels.
2. If the cartridge shows low/empty despite being new, try disabling HP Cartridge Protection:
   • Open HP Smart App on your computer.
   • Select Printer Settings > Printer Reports > Supply Status Report.
   • If HP Cartridge Protection is enabled, turn it OFF.

Remove and Reinsert the Printhead (If Possible)

If none of the above works, try reseating the printhead:

1. Turn off the printer and unplug it.
2. Open the ink cartridge access door.
3. Remove the cartridges, then lift the printhead latch and gently remove the printhead.
4. Wipe the electrical contacts with a damp lint-free cloth.
5. Reseat the printhead, lock the latch, and reinstall the cartridges.
6. Turn on the printer and check if the error is resolved.

Update Printer Firmware

1. Go to HP Support Website and download the latest firmware for your printer.
2. Install it and restart the printer.

Replace the Printhead

If you still get blank prints or missing cartridge errors, the printhead might be permanently clogged or defective. You may need to replace the printhead

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 “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Asfiya03

HP Support

[MysteriousMe]

@MadridRich 

Welcome to HP Support Community.

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

Please follow the below steps:

Hard Reset the Printer

1. Turn on the printer and disconnect the power cable while it's still on.
2. Unplug the power cord from the wall outlet.
3. Wait 60 seconds and plug the power cable directly into a wall outlet (avoid power strips).
4. Turn on the printer and check if the error persists.

Clean the Electrical Contacts

Since you are getting a "Missing or Damaged Cartridge" error, the printer might not be recognizing the cartridge correctly.

1. Turn off the printer and unplug it.
2. Open the ink cartridge door and remove all cartridges.
3. Use a lint-free cloth and distilled water or isopropyl alcohol to gently clean the gold contacts on both:
   • The cartridges
   • The printhead (inside the printer)
4. Let everything dry for 5 minutes and then reinstall the cartridges.

Run the "Printhead Cleaning" Utility

Since the printer moves but prints blank pages, the printhead may be clogged.

1. Go to Printer Settings on your computer.
2. Select HP Printer Assistant > Maintain Your Printer > Clean Printhead.
3. Run the cleaning cycle up to 3 times if needed.
4. Print a Test Page after cleaning.

Check Ink Levels & Disable Cartridge Protection

1. On the printer screen, go to Setup > Tools > Estimated Ink Levels.
2. If the cartridge shows low/empty despite being new, try disabling HP Cartridge Protection:
   • Open HP Smart App on your computer.
   • Select Printer Settings > Printer Reports > Supply Status Report.
   • If HP Cartridge Protection is enabled, turn it OFF.

[MysteriousMe]

Remove and Reinsert the Printhead (If Possible)

If none of the above works, try reseating the printhead:

1. Turn off the printer and unplug it.
2. Open the ink cartridge access door.
3. Remove the cartridges, then lift the printhead latch and gently remove the printhead.
4. Wipe the electrical contacts with a damp lint-free cloth.
5. Reseat the printhead, lock the latch, and reinstall the cartridges.
6. Turn on the printer and check if the error is resolved.

Update Printer Firmware

1. Go to HP Support Website and download the latest firmware for your printer.
2. Install it and restart the printer.

Replace the Printhead

If you still get blank prints or missing cartridge errors, the printhead might be permanently clogged or defective. You may need to replace the printhead

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 “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Asfiya03

HP Support

[MadridRich]

Thank you Asfiya!!!    I'll give your solution a try within the next few days - thank you for this thoughtful reply.   Stand by and I'll give you a progress report as soon as i can.