Can't get my OJ6978 to print

[Chadman24]

Getting really weird results...  can't print... tried via USB, Ethernet, and Wireless ...  have HP Z640 and HP OJ Pro 6978 ... have latest driver for it and have installed it, had to uninstall it, reinstall it...  ran Print Dr.,.. had 5 HP techs look at this issue and so far, no one has been able to fix it ..  getting 0x00003e3 ...  I/O ... exit thread or application rejects ...  Ran MS Troubleshooter ...  it couldn't determine what the problem was...  here's the kicker...  I was able to get this whole thing working from my son's computer ...  over the Wireless...  so it's not the printer.  Appreciate all the advice/help I can get on this one... 

[Chimney_83]

Greetings @Chadman24, 

Welcome to HP Forums and Thanks for the post. 

I understand that you are unable to install the printer on one of the computers, is that right?

Not to worry, I will be glad to assist you. 

Kudos to you for trying to troubleshoot the issue on your own.

Are you able to make a copy on the printer?

Have you tried to disable the firewall on your computer and then try to setup the printer?

Request you to follow the exact procedure mentioned below to uninstall the printer software and settings and then install it back on your computer. 

Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)

Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)

Go to devices and printers, select any printer listed there and you will get some options on the top. 

Click on print server properties. 

You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there, if any.

Delete all the instances of your printer listed in devices and printers.

Restart the PC.

Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 

Type %temp% in the run box and click Ok or hit the Enter button.

It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files, ignore them).

If possible, delete the printer from the registries using Regedit or using any other 3rd party application.

Restart the PC again. 

Download the latest full feature driver from www.hp.com/drivers and install it on the computer.

Connect the printer to your computer only when the setup prompts for the printer. 

Let me know if this helped. If the issue persists, please provide the screenshot of the error you are getting. 

[Chadman24]

I had both HP Tech Support and Microsoft Tech Support remote controlling my computer for several hours over the past few days.... neither has been able to fix this issue... and they both are at a loss as to how to fix this issue on my computer.  Funny thing is ...  my son has an HP Z600 Workstation on my home LAN and it was able to connect wirelessly to the printer and was successful in not only connecting, but able to download, install, and print.  So this isn't a router, firewall, or driver issue...  

And btw, just for clarity...  there seems to be 3 different drivers, Basic, Full, and some other driver that automatically downloads and installs from the HP Print Dr. Wizard...  the Basic is the smallest size, the Full is larger, and the other one which isn't listed on the web site... is the largest mb size....  in any event, both HP and MS have edited the registry, uninstalled, reinstalled, and ran through several diagnostics ... to no avail...  completely frustrated and ready to reformat the PC and start over with a fresh OS...  I haven't been able to print for over 3 weeks now...  

I have a HP Z640 Workstation with an OEM OS install ... Windows 10 Pro ...  God, I'd think that with an HP computer and an HP printer, things would work straight out of the box......  dang I'm ticked ...  Please assist or advise ASAP.

[Chimney_83]

Thanks for the reply and trying a lot of troubleshooting steps. If you want to just want the printing function, request you uninstall the printer software on your computer by following the procedure mentioned earlier. Setup the printer using basic Windows built-in drivers and check. Click here for assistance. 

If the issue persists, delete the printer. 

Create a new user account on your computer with Admin rights, login to the new account and setup the printer with Windows built-in drivers. 

Let me know if this helped. 

[Chadman24]

Microsoft Tech Support and I did just that ...  we created a test user with admin rights and followed the process...  still can't print...  and no, the desire isn't just to print...  I purchased this printer for the scanning and copying features too...  these are important business functions that I need along with printing...  

Believe me when I say... both MS and HP tech support folks tried and tried and tried ...  to no avail.....  we tried 3 different user accounts with admin rights, we tried all three of the drivers that I previously mentioned, we tried gutting the registry, we tried the wireless connection, the USB connection, and the Ethernet connection...  we tried HP Assistant and the Print Dr....  we tried and spent about 9 hours in remote control sessions and on the phone together ...

HP gave up by stating that is was a desktop issue, was passed three times to different techs, each time I have to repeat myself with all of the preassistance questions and answers and then after digging into it, they just passed me to another department, then the last guy, made a ridiculus statement saying in essence that he couldn't help me because I didn't have an OEM version ... and that's bogus as I do but nonetheless sent me packing to Microsoft...  The MS tech support gal spent 4 hours on my system remotely and did everything she could to get this to print but couldn't ...  there were several different error indications but the main one was "Operation could not be completed (error 0x000003e3). The I/O operation has been aborted because of either a thread exit or an application request".

UG!

[Chimney_83]

Thanks for the reply, looks like the issue is with the computer, recommend you reinstall Windows and try to configure the printer. 

Keep me posted. 

[Chadman24]

A sad and unfortunate course of action.... reinstall the OS...  dang the computer is new, the printer is new... and for some strange unknown reason, the printer can't print....  nonetheless, I have come to the same conclusion....  I probably won't get to reinstall the OS and restore all of my data until next weeks sometime, but I will keep you and the community posted.  Thanks!

[Chimney_83]

Please do keep me posted, reply to this post when you need assistance or if the issue is resolved.

[Chadman24]

Ok, finally back online here...  I purchased a hard drive, replace the one I had in the computer, got Windows 10 up and running, patched, up to date, etc.  

I let Windows discover the printer and let it supply the drivers ...  I did not use any HP tool, driver, or software ... just all Microsoft ....  and wala, I can print!  imagine that....  

At this point, even though I don't have the HP suite of scanning, faxing, etc. app on the machine, I am extremely hesitatent to install it...  yes, it is a 2 to 3 step process to scan to .pdf from the Windows Fax & Scan utility than from the HP app... I think I can live with it as I'm just dam happy I can print now...

it still remains a mystery as to why the old HD with the old OS would not let me print straight from the get go...  

furthermore, the HP techs that bounced me from desktop stupport to printer support, back to desktop, and then refused to help be because I don't have an OEM version of the OS ...  was pure bunk......  

and the Microsoft tech support lady did give it her best 4 hour attempt to get this thing printing...  free no less...  but couldn't ....

so after all that, a new HD and a fresh OS got me printing ...  geese Louise, what a major pain in the bum that was, glad to have my OS, Apps, Services, Features, and Data all up and running seamlessly again! 

Thanks all fo the help and assistance ...  

and... am I going to load the HP drivers/software....  no...  it's not worth the risk.

M