Printer screen unresponsive to touch HP6978

[tooony]

Printer screen unresponsive to touch HP6978. I cannot download any drivers or firmware

[Hawks_Eye]

Hi @tooony 

Welcome to the HP Support Community! We're here to help you get back up and running.

The printer’s touchscreen not responding can often be corrected by performing a reset and ensuring the device is running properly with updated firmware. Since you mentioned you cannot download drivers or firmware, I’ll guide you through steps that can be done directly on the printer and with your computer.

Step 1: Power Reset

• Keep 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 and then reconnect it to the printer.
• The printer should power on automatically. If not, press the Power button.

Step 2: Check for Screen Response

• After the reset, observe if the touchscreen responds.
• If the screen lights up but does not respond to touch, proceed with the next steps.

Step 3: Use the Control Panel Buttons

• The HP OfficeJet Pro 6978 has physical buttons (such as Cancel and Help) near the touchscreen.
• Press these to confirm if the printer registers input.
  • If buttons respond but the screen does not, the issue is isolated to the touchscreen.

Step 4: Update via Computer (Windows/Mac)

Since you cannot use the touchscreen:

• Connect the printer to your computer via USB cable or ensure it is on the same network.
• Open the HP App on your computer.
• From the app, check for firmware updates and apply them. This bypasses the need for touchscreen interaction.

Step 5: Run Diagnostics

• In the HP App, use the Diagnose & Fix tool.
• This will automatically check for communication issues, firmware status, and other problems.

Step 6: Verify Printer Hardware

• Ensure no protective film is left on the touchscreen.
• Clean the screen gently with a soft, lint-free cloth.
• Avoid using liquids directly on the screen.

Start with a full power reset, then attempt to update firmware using the HP App on your computer since the touchscreen is unresponsive. Use the Diagnose & Fix tool for automated checks. 

If the physical buttons respond but the screen does not, the issue is isolated to the touchscreen, and continuing updates via computer is the best path forward.

Take care, and have an amazing day!

Regards, 

Hawks_Eye