OfficeJet Pro 6978

[BubbaMitch]

Today when I start the HP Smart app, the printer shows offline.

I've re-powered the printer and still offline. I used the associated troubleshooter which also produced no change.

I then uninstalled the printer, attempted to reinstall, but the Easy Start app couldn't find the printer even when I provided the ip address.

The printer itself indicates that it is connected to my local network.

What's next?

Bill S

[Max3Aj]

@BubbaMitch, Welcome to HP Support Community. 

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

I understand you're having trouble with your HP OfficeJet Pro 6978 All-in-One Printer showing offline in the HP Smart app on your Windows 10 (64-bit) system. It's good that you've already tried some essential steps like re-powering the printer and using the troubleshooter. The fact that the printer's own display shows it's connected to your network is a key piece of information.

Confirm Printer's Network Connection

• On the printer's control panel, go to Wireless or Network Settings.
• Print a Wireless Network Test Report or Network Configuration Page.
• Ensure the IP address is valid (e.g., 192.168.x.x) and Status is "Connected".

Restart Devices

• Power off your printer, router, and PC.
• Wait 60 seconds.
• Power on the router first, then the printer, and finally the PC.

Assign a Manual IP Address

Sometimes DHCP issues cause the printer to go offline.

1. Access your printer’s Embedded Web Server (EWS):
   • Open a browser and enter the printer’s IP address (from Step 1).
2. Go to Network > Wireless (802.11) > IPv4 Configuration.
3. Select Manual IP, then click Suggest a Manual IP Address.
4. Apply the settings and restart the printer.

Reinstall the Printer Using HP Smart

1. Uninstall the printer from Windows Settings > Devices > Printers & Scanners.
2. Download the latest HP Smart app: HP Smart
3. Open HP Smart and click Add Printer.
4. If not found, click Set up a new printer and enter the manual IP address.

Check Firewall or Antivirus

• Temporarily disable any third-party firewall or antivirus software.
• Retry adding the printer in HP Smart.

Update Printer Firmware

Outdated firmware can cause connectivity issues.

• Visit: HP Software and Driver Downloads
• Enter your printer model
• Download and install the latest firmware.

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support 

[BubbaMitch · Accepted solution]

Worked like a champ.

Thanks for the help.

[BubbaMitch]

Max, the printer has gone offline again and I have not been able to resurrect it. 

I went through the procedure but when I got to the point where the ip address goes into the browser, Initially when I go to the EWS the setup is presented, but as I attempt to create a manual address the connection to the printer fails and further attempts to get to the EWS don't connect.

The router and PC appear to be fine, and the printer interface shows the little antenna symbol for connection to the network.

Do you have an idea what the problem is?

[Max3Aj]

@BubbaMitch, Greetings from HP Community! 

Iqt sounds like the printer is intermittently losing its network connection or failing to maintain a stable IP address, which is why the Embedded Web Server (EWS) becomes unreachable during setup.

Here are some targeted steps to resolve this issue:

Reserve the Printer’s IP Address in the Router (DHCP Reservation)

Even if the printer shows connected, your router might be assigning it a new IP address periodically.

How to do it:

1. Log in to your router’s admin page (usually 192.168.1.1 or 192.168.0.1).
2. Look for DHCP Reservation or LAN Settings.
3. Find the printer in the list of connected devices.
4. Reserve its current IP address (or assign a new one manually).
5. Save and reboot the router and printer.

This ensures the printer always gets the same IP address, preventing EWS and HP Smart from losing track of it.

Reconnect the Printer to Wi-Fi Using the Printer Panel

Sometimes the wireless connection is only partially active.

1. On the printer, go to Wireless Settings > Restore Network Settings.
2. Then go to Wireless Setup Wizard and reconnect to your Wi-Fi.
3. Once connected, print a Network Configuration Page to confirm the IP.

Ping the Printer from Your PC

To check if the printer is reachable:

1. Open Command Prompt on your PC.
2. Type:ping <printer_ip_address> Replace with the actual IP (e.g., ping 192.168.1.105).
3. If you get Request Timed Out, the printer is not reachable. possibly due to firewall or Wi-Fi interference.

Connect via USB Temporarily and Update Firmware

If the wireless setup keeps failing:

1. Connect the printer to your PC via USB.
2. Download the latest firmware: Official HP® Support
3. Run the firmware updater and follow the prompts.

Disable IPv6 on the Printer

IPv6 can sometimes interfere with local network discovery.

1. Access the EWS (if reachable).
2. Go to Network > Advanced Settings > IPv6.
3. Disable IPv6 and apply changes.

I hope this helps!

If my response resolves your issue, please click “Accepted Solution” to help others find the answer. Also, don’t forget to click the “Yes” button to say thanks!

Take care and have a great day.

Max3Aj

HP Support

[BubbaMitch]

Max

I have been away from this printer problem lately, but it  still persists.

Yesterday I reset the router to factory status, went through the setup, and everything connected. Today no printers.

Today I went back to your last procedure but was stumped as soon as I tried to log on the the router EWS. So I pinged both 192.168.0.1 and 192.168.1.1 The one returned general failure and the other timed out.

At the same time, the router is connecting the PC and my TV streaming device.

Does this indicate anything to you?

The router is a TP Link Archer C3150

[BubbaMitch]

Max

It just occurred to me to try printing from my iPhone. It worked just fine for both printers.

Does that suggest that I have a printing problem with my PC ? 

[Garp_senchau]

Hey @BubbaMitch, 

Thanks for reaching out! Since the issue remains unresolved, I suggest contacting our phone/chat support team for personalized assistance. They can provide one-on-one help and may even be able to work their remote assistance magic to fix the problem.

Note: There might be a nominal charge for the service they provide.

Regards,