OfficeJet Pro 6978 displays white screen and goes offline after a period of time

[OJP6978_User]

I believe since the last firmware update (OJP6970_2109A), the printer now displays a white screen and goes offline after a period of time. The only recourse is to physically go to the printer and press the power button. Is there a firmware update to correct this, or can we rollback to the previous firmware? This is extremely annoying and frustrating and will ultimately affect customer goodwill towards future purchases.

I'm also an HP Instant Ink subscriber so I'm unable to turn off the automatic firmware updates. I'm concerned even attempting a factory reset and re-enrolling in the ink program will re-install the faulty firmware.

Please advise.  

[Betty0610]

@OJP6978_User

Welcome to the HP Support Community.

We can try a full reset on your printer. Do you want to try that?

Let us know 🙂

Thanks!

[OJP6978_User]

I would welcome any support to rectify this issue. I also want to re-iterate I am an Instant Ink subscriber and therefore cannot turn off the automatic updates, which I fear will just lead to the buggy firmware being reinstalled at some point automatically.

Please advise.

[Betty0610 · Accepted solution]

I have sent you a private message, for more details that cannot be shared in a public post.

Please do check your inbox on the communities page for the private message.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

[RDR83]

The same issue keeps happening for me, too -- I would like assistance getting this fixed. My printer was fine until I ran an update.

[Betty0610]

@RDR83

Welcome to the HP Support Community.

Sure. Which Printer do you have?

Let us know 🙂

Thanks!