hp office jet pro 6978 printer

[fuzz24]

hp smart will not recognize the printer which is on same wifi network. also question mark  displayed on control panel at all times.  will print from iphone but not laptop

[Hawks_Eye · Accepted solution]

Hi @fuzz24 

Welcome to the HP Support Community! We're here to help you get back up and running.

If your HP OfficeJet Pro 6978 is not recognized by the HP Smart app but can print from your iPhone, you may have a connectivity issue between your printer and laptop. 

Here are steps to resolve this problem:

Check Printer Status:

• Ensure the printer’s Wi-Fi light is solid blue, indicating it is connected to your network.
• If there’s a question mark on the control panel, it might indicate a problem that needs attention. Check the printer's display or user manual for any error messages or icons that might indicate the source of the issue.

Restart Devices:

• Restart your printer, laptop, and router by turning them off and then back on after reconnecting to a power source.

Network Verification:

• Verify that your laptop is connected to the same Wi-Fi network as your printer.
• Check network settings on your laptop to ensure it is not connected to a guest or public network.

HP Smart App:

• Open the HP Smart app and confirm you are logged into your HP account.
• Try removing and then re-adding the printer in the HP Smart app.

Diagnose & Fix Tool:

• Use the Diagnose & Fix tool within the HP Smart app to identify connectivity or hardware issues.

Update Printer Drivers:

• Ensure your laptop has the latest printer drivers installed. You can download drivers from the HP Support website.

Re-add Printer:

• Remove the printer from your HP Smart app and add it again:
  1. Open the HP Smart app.
  2. Right-click or long-press the printer, choose "Hide Printer," and confirm.
  3. Click "Add Printer" or the plus-sign to re-add it.

Connection Type:

• Consider connecting your printer and laptop using a USB cable to verify if the issue is network-related.

Let me know if you'd like help walking through any of these steps or checking whether your cartridges are triggering the question mark. We’ll get this printer back in sync.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye