HP 6978 printer stopped working after a failed update.

[angrybill]

I have an HP 6978 printer that has been working just fine.  A notice came up on screen that a software update was available.  I dismissed the notice a few times but when I didn't need printer last week, I clicked on "yes".  It proceeded to attempt the update but after a while, I noticed it said the update failed.  

When I subsequently tried to print documents, it would not do so.  Won't print from Windows 10 HP laptop, won't print from iMac, won't print from iPad.  Tried all the things on troubleshooting page with no help.  From iMac I get connection error message, from laptop no error message but no printing.

Printer shows it is connected to network, app on laptop can see it.  Had it "print test page" from laptop.  Laptop app shows printer is busy printing, printer feed a bit of paper then showing "printing" and spinning circle on printer screen then cancels itself, spits out blank page, starts to feed another then goes back to spinning circle.   

I would imagine the failed update screwed something up but no apparent way to reverse it.  It's almost as if it knew I had just spent $80 on new ink cartridges that are probably useless on any other printer.

[praveen196]

@angrybill Welcome to HP Community!

I understand that the HP 6978 printer stopped working after a failed update.

Please perform the clean reinstallation of Pre-installed HP drivers

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, restart the computer. 

Click here to download the HP Full-featured driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

Keep us posted,

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Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

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[angrybill]

Thank you for the reply.  I see that I was not clear.  The update and failed update notices were on the printer LCD screen, not on my laptop.  As best I can tell, there have not been updates or failed updates on any other device - HP laptop, iMac or iPad - which all printed perfectly well on the printer until the update on the printer failed.  None of them will successfully print now.  

[praveen196]

@angrybill

Thank you for the update.

The only option left is to perform a full reset and re-initialize the printer.  

  

The reset instructions are specific for your printer and performing those steps on a different printer may brick the device.  

I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.  

  

In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link. 

  

I hope this helps!