HP OfficeJet pro 6978 not being found on mac

[Yechan831]

Hello, greetings! My first post here. Glad to have found this forum/community.

Thank you for any and all who take a look and see if can offer help. 

Put simply, our Officejet Pro 6978 after first bringing it home, unboxing, and setting up worked great. Then it goes in and out - half the time working, half the time not being found. 

I just deleted it out of the printers list on Mac and now I cannot myself find it in order to re-add it. 

I am also wondering if the problem is on the network on our end?

Also added note: Mac laptop, printer, and modem are all in the same room.

Operating System is MacOs High Sierra 10.13.02

Help would be greatly appreciated. 

Much thanks guys. 

[Barachiel · Accepted solution]

Hi @Yechan831 ,

Thank you for posting on HP Forums,

The Barachiel is at your service.

I understand you are in need of support,

I'll be glad to help you out, however, for an accurate solution I will need more details:

Have you attempted any steps on your own before posting on the HP Forums?

When was the last time it worked without these issues? 

In the meantime, please try the steps mentioned below:

Follow this link and try installing the drivers. This should possibly make it work again. Let me know. 😉

Please reply with the details for further assistance.

Eager to help!

[Yechan831]

Thank you very much! I updated Mac OS to the latest, had the printer unplugged for a good amount of time, and now it is working just fine.

I will see if it will stay this way which I believe it will.

Many blessings, 🙂

[DavidSMP]

Hi @Yechan831,

I am glad that the issue has been resolved. Great job. I am responding on @Barachiel's behalf as he is out of the office today. 

Please feel free to contact us anytime for issues relating to your Hp product and we are always there to assist you.

Take care and have a blessed week ahead. 🙂

[Yechan831]

David, thank you for your reply. Unfortunately, the problem is back. My printer is on the Mac, on the same network but when I try to print it can't be found. When I run HP Easy Start same thing.

Thoughts?

[DavidSMP]

Hi Yechan831,

I reviewed the post. You've done really well here by displaying great patience, excellent commitment and brilliant efforts to try and resolve the issue. Kudos you for a job well done, 🙂

Please follow the steps from this link: http://hp.care/2CA01SV for the printer not being found on the network and it should fix the issue. as long as the printer has no hardware issues.

If the problem continues, then contact HP phone support for further assistance and to possibly get the printer replaced.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, please.

Hope this helps. Let me know how it goes.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

[Yechan831]

Thank you David for the kindness and help. I have just discovered the only thing that works is to plug and unplug the printer and then the printer can be found. It's on and off however. Unplugging and plugging the printer back into the power source will make the printer findable again but it needs to be done and redone.