Slow copy from flatbed,

[Frontierjoe]

Printer prints incoming fax, and downloads fast (black). Does not copy from flatbed in black, and it's very slow! From fax loader copy's come out purple. I done all the test, factory reset, change with genuine HP ink cartridges, made sure all the latest downloads have been done.
This is hooked directly to router, and wireless is enabled! Used the Android app from HP to make sure it was updating and connected.
It used to print black copy's from the flatbed, but now there basically blank and looks like it was maybe printing in color even though copy in black is pressed .

[MKazi]

@Frontierjoe

Welcome to HP Support Forums. 🙂 

I came across your post and understand that you have an HP OfficeJet Pro 6978 All-in-One Printer and it does not copy in black from the scanner glass bed in black color. Also, the scanning is slow from the glass bed. From the fax loader, the copies print in purple. I read that you have replaced all ink cartridges with genuine HP cartridges and have performed all the updates. Even though you press the button to copy in black, the output is blank and appears as though it tried to print in color. I'll do my best to help you with this case.

I appreciate the steps you have performed and have certainly done a good job.I would like to know the following information to assist you better:

• Is the printer able to make a copy in color without any issues?
• Does the printer print in black color and other colors?
• When was the last time it worked fine?
• Did any changes take place (like carriage jam or paper jam error)?

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector. Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

Now please clean the printhead of the printer by following the below steps:

• From the home screen on the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon  .

• Swipe up on the display, and then touch Printer Maintenance.

• Touch Clean Printhead, and then touch Continue.

  A test page prints.

• Please try to make a copy and check the results. If issue persists then you may have to clean the printhead another 2 or 3 times.

Clean the scanner components:

Clean dust and smudges from scanner components to resolve lines and color issues with faxes you send to others.

1. Gather the following materials:

   • A clean, lint-free cloth, or any cloth that does not come apart or leave fibers

   • Glass cleaner

   • Distilled, filtered, or bottled water (tap water might damage the printer)

2. Turn the printer off, then disconnect the power cord.

3. Lift the scanner lid.

4. Spray a soft, lint-free cloth with glass cleaner, then wipe the scanner glass, glass strip (if present), the white backing under the scanner lid, and the white strip under the lid (if present) until clean, dry, and streak-free.

5. To protect the interior printer parts, do not spray the cleaner directly on the glass or on the underside of the lid.

Figure : Clean the scanner glass and under the lid, and any glass or white strips (if present)

1. White scanner lid backing

2. White ADF scanner lid strip (if present)

3. Glass ADF scanner strip (if present)

4. Main scanner glass

• Close the scanner lid.

  • If your printer does not have an ADF (automatic document feeder), skip to the step to change the fax speed.

  • If your printer does have an ADF and you used it to send the fax, continue with these steps.

• Open the ADF cover.

• Find the paper pick rollers and the separator pad inside the ADF.

Figure : Example of the paper pick rollers and separator pad in a LaserJet printer

Figure : Example of the paper pick rollers and separator pad in a OfficeJet printer

• Lightly dampen a clean, lint-free cloth with filtered or distilled water, then squeeze any excess liquid from the cloth.

• Use the damp cloth to wipe any residue off the paper pick rollers and the separator pad.

• Leave the ADF cover open for two minutes to allow the paper pick rollers and separator pad to dry, then close the ADF cover.

• Reconnect the power cord, turn on the printer, then send a fax.

If the issue still persists post performing the above steps then I recommend you to perform the steps as described in detail from this link: http://hp.care/2nncd1K

NOTE: The above line is to fix print quality issues but will help to solve copy quality issues as well. 

I sincerely hope this fixes the issue. Let me know the outcome. All the best! 🙂

[Frontierjoe]

There is nothing wrong with the print head, prints in black as it should from incoming fax, and prints fast less than a few seconds.
The color cartridges are empty, we don't need color. Every copy we do is black and white!
It also prints black copy's from app or internet app on the display fine.
The printer did print from flat bed and in both black and color. But did and does so very slowly! My HP printer at home prints them 50 times faster, and my color ink is empty as well.
This seems to me to be a software issue, conflict!
The printer is also only 2 months old, was purchased at Staples. Like I said it prints from both fax and internet fine. I have done cleaning heads, and alignment.

[Frontierjoe]

It does copy from fax feeder black, still no printing from flatbed and the biggest issue, it's s l o w when using either. That's our main issue, 10 copy's takes 15 mins. Printing incoming fax in seconds! Do you think that maybe HP is trying to pull a fast one, setting the printer to print from color cartridges (black) so that you have to buy more "genuine HP ink" ? I'll bet if I replace the color cartridges that are for some reason empty (we don't print color copy's!) It will print black? I'm still trying to figure out why it is out of color inks, and why the f it is so slow printing copy's.

[MKazi]

@Frontierjoe

Thank you for your reply. 🙂

I read that it receives faxes and copies fine from the feeder. But is very slow while copying from the scanner glass bed. The ink level in the cartridges as nothing to do with the speed from the scanner glass bed though. 

Once thing I still ned clarification on is how is the copy speed from the scanner glass bed and the document feeder?

Please note that if the copy is slow then please refer to my private message to reset the printer.

Please follow the steps from this link to configure the printer again with the Android operating system: http://hp.care/2fCLLPC

Hope this helps. Let me know what happens. Good luck! 🙂

[Frontierjoe]

The reset process you sent me doesn't work, are you sure that you are looking at the right printer. Officejet pro 6978. It just hangs with powering up holding power button. Does nothing but HP on the screen.