HP 6970 Scans to Computer but print hangs and disappears

[Help_a_student]

Hello Everyone,

 My HP6978 scans to computer but will not print. Whenever i print a document, the printer always does its initial cue and spins.  You then expect it to pick up the paper from the tray but it does not. Then the document disappears, nothing in the print cue.  I'm using MS Update latest install, Win 10 Pro Version 2004 OS Build 19041.985 with experience pack 120.2212.2020.0 without success in printing.

I have completed the following:

-Uninstall and re-install hp smart 3 times.  I fully removed the software each time

-Tried a different driver for enterprise applications, did not work and fully uninstalled

-Tried a different driver in the printer settings such as HP Universal Printing PC5 and PC6 and it sends but junk is printed out.  The default is HP Officejet 6970 PCL-3.

-Tried various print processors winprint, hpcpp160 and hpcpp170, with print spoolers stop and restarts each time without success.

-Utilized HP Scan and Print doctor a few times. It says all internet settings are good. The send test print page fails,  however the internal test page on the printer (within settings works just fine).

- I am on the latest firmware MCP2CN2109AR according to hp smart and printer online fetch.

-Restored default settings in printer twice.

I am at a loss of what to do.  I have never used anything other than hp ink in my 11 months of ownership (bought brand new).

[Dragon-Fur]

@Help_a_student 

Ideas...

• For the moment, ignore HP Smart application - removing it does not impact the Full Feature Software (printer software).  HP Smart might have issues of its own, of course.

• "Scan to computer" and "cannot print" might be related but I am failing to grasp the direct connection of the two issues.

• Scan to computer issued from the printer display panel - assuming it works - does not use the same hardware used for printing in Windows.

Printing

• The "reinstall software" section attempts to address "can't print" as it relates to the printer software (full driver).

• Reloading the full driver does NOT address scan actions from applications (like HP Smart) or scan actions started on the printer.

• This session:  the Connection Type is not addressed - could be part of the problem but there are other places to start when you might not even have the printer software installed...  What?  Change the connection type to TCP/IP.

• The cause of jobs disappearing from the Print queue are not necessarily related to the full driver.  For example, assuming for the moment that every bit of the printer software is installed and (that) jobs enter the job queue and then abruptly disappear from the queue.  That can indicate a simple issue with the Temp folder in your user account.

         For example

Temp_Folder_Permissions_3

===================================================================

Consider / Try

• Completely remove (uninstall) full driver software.
• Restart computer and log in
• Run Easy Start wrapper to install full driver

Details

The Detailed Procedure – “All the bits and extra steps”

Use this method when there are problems reinstalling the software.

Start - “All the bits”

Printer Software – Blocked in Security Software

Check your Security Software to make sure the printer software is not being blocked.  Most Security software will allow you to make an exception for applications / software you want to use on your computer.

If you make changes to the security software setup, Restart your computer and log in.

Uninstall Existing Printer Software (Full Feature Software)

Control Panel > icon view > Programs and Features >

Find / Select > Uninstall the printer software

If software will not uninstall, appears to be removed and it “still hanging around” after you uninstall / Restart...

Microsoft:  Fix problems that block programs from being installed or removed

OR

Revo Uninstaller (Free version)

Check and Remove Section

Reminder: After all checks are completed > Restart the computer and log in

1.   Check / Remove - Printer Drivers – Lurking in Devices and Printers

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

(Top Ribbon) Click Print Server Properties > tab Drivers

Select each unwanted entry > Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

1.    Check / Remove – Printer folder/files in C:\ ProgramData

Open File Explorer > Navigate to C:\ProgramData > Open folder Hewlett Packard

Delete any Printer related folders / files

1.    Check / Remove - Printer Software – Lurking in the Device Manager

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

1.    Check / Remove  - Printer Software – Lurking in the User Account

Clear HP / files in Temp folder

Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (Ignore files that cannot be removed)

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

End Check and Remove Section

After all checks are completed > Restart the computer and log in

======================================================

Method - Use the Easy Start Wrapper to Install the Full Feature / Full Driver Software

For printers that support the option,

Use the Easy Start wrapper to install and configure the printer software.

• Home Page - HP Easy Start 
• Open Category Software and Drivers 
• Topic: Software-Utility 
• Download-and-Save  the current version of the Easy Start wrapper to install your print software 
• If using USB:  Disconnect the USB cable between the printer and computer before installing the software.

• Right-Click on the downloaded package and "Run as Administrator" to start the installation

• Select to install the “Full Driver” / “Full Feature Software”
• If using USB:  Connect the cable when instructed to do so (near the end of the installation process).
• After the software is installed, Restart the computer and log in.

Notes >> Easy Start... The Journey

1. About 2/3 of the way through the setup, you will be given the opportunity to select the software - select the "Full Driver" set (as opposed to the basic driver or other application).
2. You can skip / ignore suggestion(s) that you add the HP Account – you’ll need the account at some point, for now, you can skip this suggestion (as many times as it insists it’s a good idea) during the full driver software installation.
3. If you see it, you can skip / ignore suggestion(s) regarding Instant Ink subscription.  Instant Ink subscription is NOT mandatory.
4. Full driver provides print and scan functions supported by your printer.

========================================================================

HP Printer Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP OfficeJet Pro 6978 All-in-One Printer 

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question Resolved / Answered, Click "Accept as Solution"

[Help_a_student]

Thanks,

 I tried all the steps in your solution.  The Easy led to the full driver.  The easy install in step 3 always says there is a newer version of easy install when there isn't and I have to close it.  I ran everything as administer.

Prints start hang and then disappear as before.  Print and Scan doctor, same result.  Test page fails but internal test page prints just fine. 

[Dragon-Fur]

@Help_a_student 

"After the fact"

Remove last comment sections and Add the "change the connection type" for later reference

Well, there is not a "newer" Easy Start according to the main Easy Start website.

That's why I use it as a source of the Easy Start software.

So... ??

You can try installing from the installation package itself

Link to data / web page is located in your Software and Drivers > Sub-Category Software-Utility

Driver installation package:

HP OfficeJet Pro 6970 All-in-One Print and Scan Driver and Accessories 

Download-save the package to your computer

Next

• If using USB, disconnect the USB cable between the printer and the computer before starting the installation.  Connect the cable when instructed to do so (toward the end of the installation procedure).

Next

• Navigate to the folder in which you saved the software installation package (likely Downloads)
• Right-Click on the downloaded package and "Run as Administrator" to start the installation
• Reminder:  If using USB > Connect the USB cable when instructed (toward the end of the installation)
• After the software is installed, Restart the computer and log in

+++++++++++++++++++++++++++++++++++++++++

What else?

Try Step 2 in this document:

Printer Turns Off Unexpectedly or Repeatedly

Try loading the software again?

What else?

Try the "Offline" Doctor version.

Doctor addresses one of the subjects that can cause all sorts of trouble: connection type (TCP/IP wanted).

Will it work?  Maybe.

Resource – Choose the right doctor for the job

Open Website

HP Print and Scan Doctor for Windows

Click the orange Download Now option / box

Wait!

If the problem / issue is one of

• Printer is Offline
• Cannot print in Color
• Duplex printing has disappeared

THEN

Select / Answer question “Is print offline?” = YES

Answering Yes selects the “right doctor” version for these issues.

NOTES – The “Offline” doctor

As a result of repairing issues,

Offline / Color check / Duplex check version of the Doctor may replace the printer or add a “(Copy 1)” version of the driver in Devices and Printers.

Open Control Panel > icon view > Devices and Printers

Right-Click on the printer name > Printer Properties > Tab General >

In the top box, Edit the name of the printer (For example, remove the part that says “Copy 1”)

Click Apply / OK to save change

NOTE:  The name change may take a bit of time (a few minutes), else Restart the computer and log in.

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Verify results.  If necessary, set the newly added / renamed printer as the default.

A secondary “Scan” printer may be added, that is, the “Do not Delete” driver / printer.  As it says, do not delete the entry.

==============================================================================

Reference / FYI only - customer has found his solution...

Touched upon previously but not fully explained...

The wrong connection type can cause all sorts of problems.

The Offline doctor at least partially addresses this problem but might not "see" it fully.

Change the Connection type to TCP/IP

Method - Create TCP IP port (InkJet Printer)

Find printer's IP /  IPv4 address

Print a Configuration Page

OR

Tap on the wireless icon on Printer Control / Display Panel

Control Panel > icon view > Devices and Printers

 Right-Click on the printer > Left-Click Printer Properties

 Select Tab Ports  > Add Port

 Select Standard TCP/IP Port > New Port and follow the wizard.
 Use / Enter IP address for the printer.

Example - How-to “Create TCP Port” Contributed by greenturtle

Video:  Create & Use TCP IP port
“Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port within the Ports tab (in Printer Properties)”

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question Resolved / Answered, Click "Accept as Solution"

[Help_a_student · Accepted solution]

Thus far the offline doctor didn't help.  When I looked at the events under the control panel hardware and sound I did see this under events tab  within the information box:

Device SWD\PRINTENUM\WSD-365a09aa-48c6-4461-a11f-b28c182138c0 requires further installation.

As a last resort, I changed the driver from PC3 to Microsoft IPP Class Driver and guess it it worked.

All test pages come out good with this driver and so do my word docs.   I appreciate your patience.

 It appears its a mistake by hp but this work around is good for me. 

[Dragon-Fur]

@Help_a_student 

Finally, success to the persistent!

Glad it's fixed.

Stay Safe.

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question Resolved / Answered, Click "Accept as Solution"

[Tess21403]

If I could send you a million dollars, I would!  I reached out to HP Support chat for a hardware problem (document feeder was skewing documents, so they printed or scanned crooked) to find out how to get a warranty repair.  Instead of answering that question, they led me through software troubleshooting, deleted my network printer, and disconnected me in the middle of a 90 minute chat.  I then did a second chat where the rep was unable to reinstall my printer (that was working fine before they started messing with it).  A phone call and third chat were unsuccessful so that I was unable to use my printer at all.  My computer would send the document to the printer (HP M479), but the printer wouldn't print it.  Printing from two other computers and two phones worked just fine.  HP Support tried to tell me it was my computer, the very same computer the was successfully sending the document to the printer and putting it in the queue.  The last step of deleting the temp files was the one that worked for me.  Thank you, thank you, thank you.  Now to get my hardware problem resolved, which was the start of the whole fiasco.

[Dragon-Fur]

@Tess21403 

You are welcome.

Another solution found due to dogged persistence and a refusal to give up.  Smiling.

Glad you found the fix for your situation.

Good Luck with the hardware issue.

Stay Safe.

Carry On.