Driver unavailable or other message is Driver Conflict detected

[Jem27]

Please help. I have tried so many of  the solutions listed on this board. Downloaded drivers, installed /uninstalled my printer    ( message : Driver is unavailable) . Ran HP print scan Dr.  ( driver conflict message) Used Hp Support assitant, Windows troubleshooter, . All this trouble started when I wanted to print something from Microsoft Word and it did not recognize my printer. 

[A_Gayathri]

Hi @Jem27,

Welcome to The HP Support Community.  

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

I understand you've tried quite a few steps already. Let's go through a comprehensive set of troubleshooting steps to resolve the driver issue with your HP OfficeJet Pro 6978 on Windows 11. Follow these steps carefully:

1. Uninstall Printer Drivers Completely

Remove Printer from Devices and Printers:

• Press Win + R, type control, and press Enter.
• Go to Devices and Printers.
• Right-click on your HP OfficeJet Pro 6978 and select Remove device.

Uninstall HP Software:

• Press Win + X and select Apps and Features.
• Find any HP software (like HP Printer Assistant) and uninstall it.

Remove Printer Driver from Print Server Properties:

• Press Win + R, type control, and press Enter.
• Go to Devices and Printers.
• Click on Print server properties at the top.
• Go to the Drivers tab.
• Select your HP OfficeJet Pro 6978 and click Remove. Choose to remove the driver and the driver package.

2. Clean Up Driver Files

Delete Temporary Files:

• Press Win + R, type temp, and press Enter.
• Delete all files in the folder (skip any that cannot be deleted).
• Repeat the process for %temp% and C:\Windows\Temp.

Clean Up Printer Driver Files:

• Navigate to C:\Windows\System32\spool\drivers\W32X86 and C:\Windows\System32\spool\drivers\x64.
• Delete any files related to your HP printer (if present).

3. Install the Printer Driver

Download the Latest Driver:

• Go to the HP Software and Driver Downloads page.
• Search for your printer model (HP OfficeJet Pro 6978).
• Download the latest driver for Windows 11.

Install the Driver:

• Run the downloaded driver file and follow the on-screen instructions to install the printer.
• Connect the printer to your computer when prompted.

4. Additional Steps

Run HP Print and Scan Doctor: HP Print and Scan Doctor

• Download and run the HP Print and Scan Doctor.

Check for Windows Updates:

• Go to Settings > Update & Security > Windows Update.
• Check for and install any pending updates.

Check for Firmware Update:  Update the firmware on an HP printer

• Go to the HP Software and Driver Downloads page.
• Check if there is a firmware update for your printer model and follow the instructions to update it.

5. Reset Print Spooler Service

1. Restart Print Spooler Service:
   • Press Win + R, type services.msc, and press Enter.
   • Scroll down to Print Spooler, right-click on it, and select Restart.

6. Test the Printer

Re-add Printer:

• Go to Settings > Devices > Printers & scanners.
• Click on Add a printer or scanner and follow the steps to add your HP OfficeJet Pro 6978.

Print a Test Page:

• Right-click on your printer in Devices and Printers and select Printer properties.
• Click Print Test Page to verify that the printer is working.

7. Advanced Troubleshooting

If the above steps do not resolve the issue, you might consider:

Reinstall Windows Components:

• Open Command Prompt as an administrator and run the following commands:

Try a Different USB Port or Cable (if using a wired connection):

• Sometimes the issue could be with the USB port or cable. Try connecting the printer to a different port or using a different cable.

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.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.