New Office Jet Pro 6978 Installed on PC but can't print

[SPWill720]

I have set up and installed a new Office Jet Pro 6978.  I chose to do this via UBS.  I see the printer in printers and devices and have set it as my default printer.  However the document file I have tried to print gets stuck in the print queue because the printer does not recognize the computer.  I have run the HP Print and Scan Doctor and it shows that everything is fine and I seem to have downloaded all of the necessary drivers.  I cannot figure out how to to fix this problem.  Also I should note that the computer "sees" Office Jet Pro 6970 and not my 6978.  I assume that since the 6978 is in the same model series this is not creating an additional problem because I can find nothing about this in any of the HP Support documents.  Any help would be most appreciated.  Thanks.

[Kumar0307]

@SPWill720, Welcome to the HP Support Community!

Yes, HP officejet 6978 printer belong to the officejet 6970 series of printer. The drivers are the same. 

Try making a standalone copy and check if that works. By this, we can conclude if this is a hardware or a driver issue.

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.

Try printing.

Hope this helps! Keep me posted. 

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