Printer is frozen

[KD61959]

I have an HP officejet pro 6978 

The White? And reverse arrow lights on the touch screen are on 

The blue Wi-Fi light is on 

However, when I touch the touch screen it won't do anything. Also when I press the power button it will not power off 

I have done a hard reset by unplugging the power cord from the wall outlet and from the back of the printer for about 10 minutes and then replugging it in again and nothing happens 

In addition, I cannot get any kind of updates because it's not connected to Wi-Fi 

It's just Frozen

[Meghana_10]

@KD61959, Welcome to the HP Support Community. 

Thanks for reaching out about your query regarding the HP Officejet pro 6978 printer. 

We're thrilled to have the opportunity to assist you and provide a solution. We hope our assistance has been helpful! 

It sounds like your HP OfficeJet Pro 6978 is experiencing a system freeze where the touchscreen and buttons are unresponsive. Here are some steps you can try to resolve this issue:

1. Power Reset:

   • Since you've already attempted a hard reset by unplugging the printer, try doing it again but this time, hold the power button down for about 30 seconds after unplugging the power cord. This can help discharge any residual electrical energy.

2. Check Electrical Connections:

   • Ensure that there are no power surges or fluctuations by plugging the printer directly into a wall outlet, bypassing any power strips or surge protectors.

3. Firmware Update:

   • If you regain functionality, check for any available firmware updates. Even though the printer isn't connecting, you might be able to download the firmware update file on a computer and apply it via a USB connection.
   • Visit the HP Customer Support - Software and Driver Downloads page, enter your printer model, and check for firmware updates.

4. Partial Reset:

   • Some HP printers have hidden service menus that allow you to perform resets. These are typically accessed through key combinations (such as back and home buttons), but specific instructions would depend on your model.
   • However, executing such a reset should be done with caution, as it may reset all settings to factory defaults. If you are unsure or uncomfortable performing this, it is best to reach out to HP support.

5. Physical Obstructions:

   • Ensure there are no obstructions within the printer's internals, as a paper jam or a blocked print head might prevent the printer from functioning properly.

I hope this helps!

Take care and have an amazing day! 

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Meghana