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×InformationWindows update impacting certain printer icons and names. Microsoft is working on a solution.
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- OfficeJet Pro 6978 displays white screen and goes offline af...
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07-23-2021 08:52 AM - last edited on 07-23-2021 10:37 AM by MayS
Note from moderators: this message was originally posted in another topic, but it was moved to a new one to give more visibility for volunteers that help customers in the Community.
Original topic URL: https://h30434.www3.hp.com/t5/Printer-Setup-Software-Drivers/OfficeJet-Pro-6978-displays-white-scree...
I have the same printer and issue. I also believe it was caused by a recent automated firmware update.
Solved! Go to Solution.
Accepted Solutions
08-17-2021 07:04 AM
I was able to fix this issue by doing a factory reset of my printer. The end of this thread has more details.
07-26-2021 10:27 AM
Hi @Stress28,
I'd like to help!
Try the below suggestions
Let's try a power reset on the printer
Reset the product
- With the printer turned on, disconnect the power cord from the rear of the printer.
- Unplug the power cord from the wall outlet.
- Wait at least 60 seconds.
- Plug the power cord back into the wall outlet.
- Reconnect the power cord to the printer.
- Turn the printer on. HP recommends plugging the printer directly into a wall outlet.
Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware
Try the below steps to resolve the offline issue-
Use HP Print and Scan Doctor to check connectivity
Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.
- Download HP Print and Scan Doctor.
- Run HPPSdr.exe from the download location on your computer.
- Once HP Print and Scan Doctor opens, click Start, and then select your printer.
- If your printer in not in the list, turn it off and on, and then click Retry.
- If there is a connection problem, follow the instructions in HP Print and Scan Doctor.
- If a screen prompts you to turn on printer updates, click Yes.
- If a screen prompts you to make your printer the default printer, click Yes.
Set a manual IP-
To set a manual IP and try the steps below -
--->Touch on the wifi icon ((i)) on the printer, and take down the IP address
--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP
--->then go to network ---> general ---> network protocols ---> select IPV4 only-->apply
--->go to wireless ---> wireless 802.11---> select manual ip ---> apply
--->Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.
--->then go to settings on the main ews page --> power management ---> select sleep mode to max 15min
Connect the printer to TCP/IP port
--->Touch on the wifi icon ((i)) on the printer, and take down the IP address
a. Click Start/Devices and Printers. Right-click on your HP Printer. Select Printer Properties. Select the Ports tab at the top.
b. Select Add Port. Select Standard TCP/IP Port. Select New Port.
c. Follow the Add Port Wizard. Under Printer Name or IP Address, . Example: 192.168.1.15. The IP address will be copied under Port Name.
d. Select Next and Finish the Wizard.
Hope this helps! Keep me posted.
And, Welcome to the HP Support Community.
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