HP Printer OfficeJet Pro 6978

[LRBrown]

The printer will print wireless from all devices but on the desktop, which is hard wired to the router, it only printers intermittently

- showing that the print is in error mode.  Have had this problem before and asked but have misplaced the solution.  Thanks -

Lynn 

[TEJ1602]

@LRBrown, Welcome to HP Support Community!

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates.

For more information, go to Updating or Upgrading Printer Firmware.

Also, I recommend you delete the driver and root level and retry, follow the steps below: 

1) In Windows, search for and open Programs and features 

2) Select your HP Printer 

3) Select Uninstall 

4) In Windows, search for and open Devices and printers 

5) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 

6) Open up the run command with the “Windows key + R” key combo. 

7) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe”

😎 Click on the “Drivers” tab 

9) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 

10) Select Ok 

11) Select Apply and Ok on the Print Server Properties windows 

12) Close Devices and Printers.

Now, download and install the full-featured software from here.

Hope this helps! Keep me posted. 

Please click “Accept as 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!

[LRBrown]

Sorry to take so long to get back with you - been out of town.  Tried to delete the print driver and root as note below but got to step 9 and got a message that indicated the printer was in use and there for would not let me do anything else.  Thank you for your patience.  Note on step 5 - when I remove the printer, the icon for the printer disappeared but it still showed the printer name, etc. if that make sense.  Sorry but I am total confused. Lynn B

[TEJ1602]

@LRBrown

Restart the print spooler and try uninstalling the drivers-

Press “Windows key” + “r” to get the “Run” window.

Type "services.msc" to get Services – Go to “Print spooler” – Right-click and “Stop” the service.

Now again open "Run" - Type “spool” and ok - Go to PRINTERS folder - delete everything in that folder.

Go to services again - Start the print spooler.

Now uninstall and reinstall the printer driver.

Let me know how this goes.

Hope this helps!

Please click “Accept as 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!

[LRBrown]

First, thank you for your help and patience - You have been great

This morning I tried from the start of the discussion (had to reinstall the printer, which shows on the 'Printer and Devises' as HP Officejet Pro 6970 PCL-3. Went to HP Customer Support - Software and Drive Downloads, - Firmware and downloaded to file.  Ran the file and IT DID NOT FIND MY PRINTER.  Back to square one.

I apologize for my lack of computer skill - I am ready to bring in someone and pay them to fix . . .

Thanks - Lynn B 

[asmita6658]

Hi @LRBrown

The printer and the computer should be connected to the same network. 

Try rebooting the devices and check -

1) Turn off the Router, Printer, and the computer/ mobile devices. 
2) Wait for 60 seconds. 
3) Turn on the Router first and wait for all the lights to stabilize. 
4) Turn on the printer and allow it to configure itself. 
5) Turn on the computer/ mobile devices.

Let me know. 

[LRBrown]

I may have found the problem - by accident - my internet provider provides an App that tells me what devices are on my home system.  I was checking this last night and found that in the list of devices that were 'paused' was Desktop Computer.  Still need to check with the provider to see how to turn this on all the time.  Again, thank you for all of your help.  Lynn B 

[asmita6658]

You are welcome @LRBrown

If you need further assistance feel free to reach out to us.

Have a great day!