Updating software and Product Improvement Study page

[SbRB]

I am trying to update my OfficeJet All-in-one 6978 printer. I downloaded the update and began the process through the questions and  get to a page about HP Product Improvement Study.  There is a blank window below the two usage options, and it doesn't have any type of question/prompt - it's just a blank window that gets outlined in red when attempting to move to the next screen. So, the software update can't be completed without apparently filling out this blank window without instruction on how or what to type in. 

[VikramTheGreat]

Hi @SbRB,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

It seems like you're encountering an issue during the software update process for your HP OfficeJet Pro 6978 on macOS Ventura. The blank window highlighted in red suggests that there's a step or input missing that's preventing you from proceeding. Here are a few steps to try to resolve this issue:

1. DO NOT use the old HP Update Utility; use the HP App

HP now provides firmware and software updates through the HP App, which replaces HP Smart on macOS.

Try this:

1. Delete the old HP update tool if you downloaded it separately
2. Open the App Store on your Mac
3. Search for HP App (HP App – For HP Printers, Laptops, and Tech Accessories | HP® Official Site)
4. Install it
5. Open HP App → select your printer
6. Go to Settings → Printer Information → Firmware
7. Apply firmware or software updates from there

This bypasses the broken “Product Improvement Study” screen entirely.

2. Reset HP App permissions (works for stuck installer screens)

Ventura and Tahoe have stricter privacy controls. Resetting the HP App’s permissions forces macOS to redraw the UI correctly, which has resolved printer setup freeze issues for other HP users on newer macOS versions.

Steps:

1. System Settings → Privacy & Security → Local Network
2. Find HP App
3. Turn OFF
4. Restart your Mac
5. Turn ON
6. Open the HP App again

3. If the Firmware Update Tool still refuses to proceed: Use the Web‑Based EWS Updater

Your printer has its own embedded firmware update interface.

Steps:

1. Print a Network Configuration Page
   • On the printer: Press the Information (i) button
2. Note the IP address (e.g., 192.168.1.25)
3. Open a browser on your Mac → enter the printer’s IP
4. This opens the Embedded Web Server (EWS)
5. Go to Tools → Printer Updates / Web Services / Firmware
6. Run the update from there

This completely bypasses the macOS installer and is fully supported on the device.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat