HP Smart / Installing OfficeJet Pro 6978

[KCurrie7]

I purchased this new printer about 4 months ago and it has never functioned properly, however most recently it kept showing as being offline when I attempted to print. So after uninstalling and removing software for it, I reinstalled however now I cannot add it to HP Smart or use it at all. It is on the correct wifi network ad is turned on but I receive a message that states "Select a Different Printer: HP OfficeJet Pro 6978 must be turned on to add it to HP Smart. Once the printer is turned on, tap OK to refresh and then select the printer again." The printer is very clearly turned on and awake. Help please!

[Echo_Lake]

@KCurrie7

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, to provide an accurate resolution, I need a few more details:

• Did you make any changes to your printer? 
• What's the Wi-Fi light status on the Printer(Blinking or Steady)?

While you respond to that, let's try these steps: 

Download and run HP Print and Scan Doctor: Follow steps from the link: Click here

Root level uninstall and reinstall printer drivers:

• Go to Control panel – Programs and feature – Select all the HP OfficeJet printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

To reinstall, click here.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as 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!