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‎03-03-2025 09:55 AM

HP Recommended
Product: HP OfficeJet Pro 6978 All-in-One Printer
Operating System: Microsoft Windows 11

Problem:  The touchscreen will not respond to any input.  I cannot access settings on the touchscreen.  

Background:  I bought a brand-new OfficeJet Pro 6978 from eBay and installed the printer.  I am using a USB cable hookup, not Wi-Fi.  I installed a Microsoft Scan program so I can scan with Windows 11 (I have a new PC).  I cannot use the Scan on the printer, it will not work with Windows 11.  I can scan and print from the Microsoft Scan app.

My attempts to resolve the problem:  I have used HPSmart and it states the device is ready to use with no conflicts even though I am using non-HP cartridges.   I have reinstalled the printer software and updated the firmware.  I have powered off & unplugged the printer.  The printer is plugged into a wall outlet.  On HPSmart I found the Printer Settings/Settings/Security/Administrator Settings and toggle the "Control Panel Lock" on and off several times--no luck.  The Lock was originally off. I have unplugged the router, printer, and computer--did not help.  Is this now a hardware issue?  Please help.

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