HP Officejet 6978 screen frozen after adding ink

[mlane10717]

replaced Cyan cartridge as screen was stuck telling me it was empty.  when screen confirms that ink is installs it freezes and will not change. other functions work but I cannot fax because screen is needed for that. Firmware is current. I Rebooted and reset the unit. when it gets to the ink screen it stays there. Any help is appreciated.

[Nal_NR]

Hi @mlane10717,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I can imagine how frustrating it must be to deal with a frozen screen on your printer, especially when you need to use its functions.

Let's try a few steps here to fix the issue. 

Perform a Hard Reset (Refreshing the System)

• Unplug the printer from the power source and disconnect any cables. Wait for about 5 minutes, then plug it back in and power it on. This can help reset the internal system.

Check Cartridge Installation (Ensuring Proper Contact)

• Remove the Cyan cartridge and inspect it for any damage. Reinstall it carefully, ensuring it clicks into place securely. You might also want to check other cartridges to ensure they are properly seated.

Clean the Contacts (Improving Connection)

• Use a lint-free cloth slightly moistened with water to gently clean the electrical contacts on the cartridge and inside the printer. This can help improve communication between the cartridge and the printer.

Disable Automatic Updates (Preventing Freezes)

• If the printer attempts to update its firmware automatically, it may cause freezing issues. Disable automatic updates temporarily through the printer's settings and see if this helps stabilize the system.

Factory Reset (Clearing Persistent Issues)

• As a last resort, perform a factory reset on the printer. This option can usually be found in the settings menu. Keep in mind that this will erase all custom settings, so be prepared to reconfigure them afterward.

I will share the reset steps in the next post.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @mlane10717,

To completely reset your HP OfficeJet 6978 printer, you can follow these steps. This process will help clear any persistent issues, but keep in mind that it will erase any custom settings you have configured:

Steps to Perform a Complete Reset on HP OfficeJet 6978

Power Off the Printer

• Press the Power button to turn off the printer. Ensure it is completely powered down.

Unplug the Power Cord

• Once the printer is off, unplug the power cord from the back of the printer and from the electrical outlet.

Wait for 60 Seconds

• Leave the printer unplugged for at least 60 seconds. This step allows the printer's internal memory to clear.

Press and Hold the Power Button

• While the printer is unplugged, press and hold the Power button for about 15 seconds. This step helps to discharge any remaining power in the printer.

Reconnect the Power Cord

• Plug the power cord back into the printer and the electrical outlet.

Power On the Printer

• Press the Power button to turn the printer back on.

Restore Factory Settings (if necessary)

• If you need to reset the printer to factory settings:
  • On the printer's control panel, go to Setup (the gear icon).
  • Scroll to Printer Maintenance and select it.
  • Choose Restore Factory Defaults and confirm your selection.

Reconfigure Settings

• After the reset, you will need to reconfigure any settings such as Wi-Fi, language, and preferences.

Note

After performing the reset, make sure to check for any firmware updates or additional configuration needed for your printer to function correctly.

This process should help get your printer back to its original settings and resolve any issues you are experiencing. If the problem persists, further troubleshooting may be necessary.

Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.