HP OfficeJet Pro 6978 All-in-One Printer randomly shuts on & off

[MBD111]

Anybody else have a HP OfficeJet Pro 6978 All-in-One Printer that randomly shuts on & off? It worked fine when I set it up a few weeks ago, but now the display screen shuts on & off intermittently and the power button has ceased to work. I waited for 2 hours online to contact a service agent... I gave up but now I'm trying again. A ticket is showing up in my dashboard, but no directions as to what to do next... Very frustrating!

[Dragon-Fur]

@MBD111 

Welcome to the HP User Community.

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@MBD111 wrote:

Anybody else have a HP OfficeJet Pro 6978 All-in-One Printer that randomly shuts on & off? It worked fine when I set it up a few weeks ago, but now the display screen shuts on & off intermittently and the power button has ceased to work. I waited for 2 hours online to contact a service agent... I gave up but now I'm trying again. A ticket is showing up in my dashboard, but no directions as to what to do next... Very frustrating!

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Not sure whom you called for tech support -

Product introduced in 2016

My guess is that the printer is well outside any Warranty period.

My opinion:  HP Support does not typically accept a service call for a four to six year old printer.

??  Yes, I can imagine it is frustrating.  Wait times can be very long.

We cannot provide guidance for how / when a support call is answered. 

Regardless,

Yes - power problems with any device are known to happen.

Shutting itself OFF is vastly different from the printer merely losing connection to the network.

Switching itself into a state where the power button does not work is not generally an indication of simple network issues.

IF you have not done so,

• Try a different power outlet.
• Make sure the printer is not plugged into a surge protector.   Even the good ones can prevent a printer from drawing more power when it needs that power (for example, to print or for self-maintenance).

Important ...

Known solutions here, presented in the order to be considered / completed:

 Printer Turns Off Unexpectedly or Repeatedly

Hopefully something will help before you get to the last step.

References / Resources

For those reading:

Registered Devices in Warranty:  Select a method and contact HP Support…

Open website  HP World-Wide Support

Select your region and follow the prompts

Regional Links

 USA / Canada >   HP® Customer Support - USA

 UK >  HP® Customer Support - UK

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Reminders

• Case submission to HP Support is available to those whose devices registered and are still in Warranty.
• Some regions, including the USA, display phone / chat contact information only after the case is submitted online

• Not every issue is covered under the standard Hardware Warranty.  Purchased Care Pack Warranties differ by contract.
• HP is not a "general" repair facility: Requests for out-of-warranty repairs are usually not accepted.
• If the problem is hardware, if your device is in Warranty, if your device is Registered, and you cannot submit your case to Support, let us know and we will forward a request.

Important

• HP Phone numbers you find on the Internet have likely been hijacked.  Old HP phone numbers – those no longer used by HP since the move to “online” case submissions  – might have been hijacked.  Do not be a victim.  Be Careful.

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HP OfficeJet Pro 6978 All-in-One Printer 

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