Blue Screen

[JonathanDrac]

I have the blue screen of death. I have restarted my printer many times and it still does not turn on. I have seen other posts where support agents offer to send private message instructions on how to reset the printer. Could someone please provide direction on how to fix this issue on my OfficeJet Pro 6978?

Thanks,

Jonathan

[Rainbow23]

Hi @JonathanDrac,

Welcome to HP Support Community. 

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

I see that you are getting blue control panel screen on your HP OfficeJet Pro 6978 All-in-One Printer.

Please follow the steps listed below for product reset:

1. Turn the printer on, if it is not already on.

2. Leave printer on and completely idle for at least 1 hour.

3. With the printer turned on, disconnect the power cord from the rear of the printer.

4. Unplug the power cord from the wall outlet.

5. Wait at least 60 seconds.

6. Plug the power cord back into the wall outlet.

NOTE: HP recommends connecting the printer power cord directly to the wall outlet.

7. Reconnect the power cord to the rear of the printer.

8. Turn on the printer, if it does not automatically turn on. Now check the control panel display.

You may also upgrade the firmware using HP Smart App by following the steps listed below:

Step 1. Launch the HP Smart app from your computer and create an account or sign into your account.

Step 2. On the Home screen of this app, select the printer or image that you want to update its firmware. If the printer is not here, you can click on Add Printer and the app will search for the printer.

Step 3. Go to the Advanced tab and select Advanced Settings or Printer Home Page (EWS).

Step 4. Select Tools or Web Services, and then click on Printer Updates or Product Update and click on Check Now. Then it will automatically download and install any available firmware updates for the printer.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[JonathanDrac]

Hello,

These steps do not resolve the issue. Also, I cannot update the firmware because "Advanced Settings" is greyed out and the printer status is "Printer Offline."

What would you recommend?

[Rainbow23]

Hi @JonathanDrac,

Welcome to HP Support Community. 

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

I see that you are facing printing issues with your HP OfficeJet Pro 6978 All-In-One Printer.

Please download and run the HP Print and Scan Doctor on the computer connected to the printer.
1. Download HP Print and Scan Doctor from this link: https://support.hp.com/us-en/help/printscandoctor 
2. Run HPPSdr.exe from the download location on your computer.
3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
4. If your printer is not in the list, turn it off and on and then click Retry.
5. If there is a connection problem, follow the instructions in HP Print and Scan Doctor.
6. If the screen displays prompting to turn on printer updates, click Yes and continue.
7. If the screen displays prompting to make your printer the default printer, click Yes and continue.

You may also refer to this document to know how to use HP Print and Scan Doctor.

Let me know if this helps and have a great day ahead.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[JonathanDrac]

Hi @Rainbow23,

This did not work. The Print and Scan Doctor was unable to connect, even after following all of the troubleshooting steps.

[Rainbow23]

Hi @JonathanDrac,

This issue might require one on one interaction over the phone to fix it.

I've sent you a private message with the steps to talk to HP Support. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link

Take care and have a great day ahead!