OfficeJet Pro 6978 can't connect to WiFi

[bmulder]

I recently acquired a used HP OfficeJet Pro 6978. When I turn it on, it says that my cartridge cannot be used "until printer is enrolled on HP Instant Ink." So I try to enroll in HP Instant Ink. This process requires that I connect it to my WiFi using the wireless printer setup. Using the wireless printer setup requires me to turn on its wireless functionality. However, I cannot access the printer's menu panel because I cannot get past the message screen telling me to enroll in HP Instant Ink. Am I stuck?

[Nal_NR]

Hi @bmulder,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I understand that you are having issues with the connectivity.

It sounds like your HP OfficeJet Pro 6978 is currently set up with HP Instant Ink cartridges, which are specifically designed to work only when the printer is enrolled in the HP Instant Ink program. 

Since you cannot access the printer’s menu panel due to the Instant Ink enrollment message, you’re encountering a bit of a loop. Here are some troubleshooting steps to help resolve this issue:

Power Cycle the Printer:

• Turn off the printer and unplug it from the power source.
• Wait for about 60 seconds, plug it back in, and turn the printer on. This might reset the printer and allow access to the settings menu.

Use Regular Ink Cartridges:

• If available, replace the HP Instant Ink cartridges with regular, standard HP cartridges (non-Instant Ink).
• The printer should recognize the standard cartridges and allow you to bypass the enrollment screen.

Connect via USB for Initial Setup:

• Connect your printer to your computer using a USB cable to bypass the need for Wi-Fi during initial setup.
• Once connected via USB, try setting up the printer on your computer using the HP Smart app or HP Printer Assistant software.
• You might be able to configure your Wi-Fi settings through the software instead of the printer’s control panel.

Factory Reset the Printer:

• Since the message is preventing access to the settings menu, a factory reset might help. However, this often requires access to the menu panel.
• You can try performing a semi-full reset by following these steps:
  • Unplug the printer from the power source while it’s on.
  • Press and hold the # and 9 keys on the printer.
  • While holding the keys, plug the printer back into the power source and continue holding the keys until the printer turns on.
  • This should reset the printer and potentially bypass the Instant Ink prompt.

Please find the remaining steps in the next post. 

Hope this helps! 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”.

[Nal_NR]

Hi @bmulder ,

Please find the remaining steps below. 

Use HP Smart App for Wireless Setup:

• Download the HP Smart app on your smartphone or computer.
• Add your printer to the app using the USB connection or Bluetooth.
• The app can guide you through setting up the printer on Wi-Fi without needing to navigate through the printer’s control panel.

Access Printer’s Embedded Web Server (EWS):

• If you can connect the printer to your computer using a USB cable, you may be able to access the printer’s Embedded Web Server (EWS).
• Type the printer’s IP address into a web browser. The IP address might be displayed on the printer or can be found through the printer software on your computer.
• Through the EWS, you might be able to configure the wireless settings directly.

Enroll in HP Instant Ink Through HP Support:

• If all else fails and you need to enroll in HP Instant Ink, contact HP Support. They might be able to assist with the enrollment process directly, especially if the printer’s message is locked on the Instant Ink requirement.

Following these steps should help you bypass the Instant Ink requirement screen and connect your HP OfficeJet Pro 6978 to your Wi-Fi network, allowing you to use the printer with standard cartridges or enroll in HP Instant Ink if desired.

If you’re unable to bypass the screen with the above steps, contact HP Support for assistance.

Hope this helps! 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”.

[bmulder]

Hi @Elohi_NR, thanks for your help. Here are the results from these options...

Power Cycle the Printer: I still get the enrollment screen

Use Regular Ink Cartridges: I don't have any regular ink cartridges handy

Connect via USB for Initial Setup: When connected, software says "No devices have been found"

Factory Reset the Printer: My printer does not have a numeric keypad, just a touchscreen

Use HP Smart App for Wireless Setup: This always leads to the "No devices have been found" error

Access Printer’s Embedded Web Server (EWS): Need more specific instructions to find printer's IP address

[Nal_NR]

Hi  @bmulder,

Thanks for writing back.

"If you are trying to enroll in the Instant Ink program, you need to use regular HP cartridges to set up your printer for the Instant Ink subscription.

To access your printer's Embedded Web Server (EWS), you will need your printer's IP address. Here are the steps to find the IP address of your printer:

Method 1: Using the Printer's Control Panel

Navigate to the Settings or Network Menu:

• On the printer's display screen, look for a menu option such as Settings, Network, Wireless Settings, or Wi-Fi.

Find Network Information:

• Within the Network or Wi-Fi settings, locate an option like Network Information, Network Settings, Wi-Fi Status, or Wireless Details.

Locate the IP Address:

• The IP address will usually be listed as IP Address or IPv4 Address (e.g., 192.168.1.5).

Method 2: Using the HP Smart App (if available)

Open the HP Smart App:

• Make sure your printer is added to the app.

Select Your Printer:

• Tap on your printer to open its details.

Find Printer Information:

• Look for the Printer Information section. The IP address should be displayed here.

Method 3: Using a Windows Computer

Open the Control Panel:

• Go to Control Panel > Devices and Printers.

Right-click Your Printer:

• Find your printer, right-click on it, and select Properties or Printer Properties.

View the Ports Tab:

• Go to the Ports tab, and look for a port listing with an IP address (e.g., Standard TCP/IP Port with IP Address).

Method 4: Using a Mac Computer

Open System Preferences:

• Go to System Preferences > Printers & Scanners.

Select Your Printer:

• Click on your printer from the list on the left.

Click on Options & Supplies:

• In the General tab, look for the printer’s IP address.

Method 5: Using the Router's Web Interface

Log into Your Router:

• Access your router’s web interface by typing its IP address into a web browser (commonly 192.168.1.1 or 192.168.0.1).

Check Connected Devices:

• Navigate to the Connected Devices or DHCP Clients list.

Find Your Printer:

• Look for your printer in the list, where its IP address should be displayed.

Once you have the IP address, you can type it into a web browser’s address bar to access the Embedded Web Server (EWS).

If this does not help, this might require one-on-one interaction to fix the issue via remote assistance. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

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