Loses connection constantly - OfficeJet Pro 6978

[SethBang]

I just got an OfficeJet Pro 6978. It is on our wireless network and seems to remain connected to WiFi. However, whenever I go to print, my computer says that the printer is offline and I have to restart the printer every time. I've looked at the HP support documents and they were not helpful. I ran the Print & Scan Docter application and it claims to help but then the printer falls off again.

Has anyone experienced this and found a solution?

I would be very appreciative of any help you can provide. (Please don't post guesses.)

Thanks.

[sabretooth04]

Make and model number of router? 

These settings are for setting up your wireless (or wired) printer to:

• Stay connected to your router
• Fix printer ‘offline’ status
• Wake from sleep mode
• Keep all wireless devices better connected
• May speed up wireless printing

While DHCP is convenient, devices such as printers (wired and wireless) should always be assigned a static (fixed) IP address manually to avoid conflicts on your wireless network and must be outside the DHCP range of the router.  After setting the static IP, the computer must be updated under Printer Properties/Ports to show a Standard TCP/IP port with the printers IP address. 

1. Set a static IP in the printer (click here) outside the DHCP range of the router (check your manual). This is for Linksys routers but can be used for all routers. Verify your DHCP range and change this first if needed. More Wireless Printing help is here and here   and even more here.  Video here explains the problem and how to fix the problem. <-- So watch this!
2. Verify in the printer that 'Auto Off/Sleep/Energy Saving Mode' is disabled and/or the System Mode Time Out is set to zero (0). Use the Embedded Web Server (EWS) by going to the printers IP address in your browsers address bar, click Settings Tab/Auto Off. Or use the Printer Assistant, Printer Home Page (EWS). Also check your Printer Properties.
3. If the printer supports and has IPv6 enabled, turn off IPv6 in the printer.
4. Make sure printer is plugged directly into a wall outlet and not into a UPS, power strip or surge protector. This will cause the printer to drop offline and print strangely (yes verified!).
5. Make sure your printer and router are at least 5 feet apart from each other.

Additional steps to be taken if you continue to have the problem (if they are posted)…

[tmsrDD]

I have had a wiireless HP printer 6830 for a couple of years with NO loss of connectivity -ever. I just bought this new HP 6978 and EVERY TIME the computer goes to sleep, it loses connectivity to the printer. I have to shut it off, start it again, maybe it connects, maybe it doesn't, try again. This is crazy. Your suggested fix takes time and a tech person! Please update your driver and fix the problem, really!

tmsrDD

[Jeet_singh]

Hi @tmsrDD,

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for the First Time Here? Learn How to Post and More.

As I understand you are having connectivity issues on your HP Printer. Don't worry as I have a few steps to help you get through this concern,

To provide you with an accurate solution, I'll need a few more details:

What is the Operating System installed on the PC? Windows or Mac OS

Have you tried to assign manual IP address?

In the meantime, let's try these steps here:

Hard reset on the printer, router, computer and other devices on the same network.

The following steps temporarily disconnect network and Internet connections and require restarting your computer. Complete any tasks or downloads in progress before continuing.

1. Press the Power button on the printer to turn it off.

2. Disconnect the power cord from the rear of the printer.

3. Disconnect the power cord from the wireless router.

4. Turn off the computer.

5. Wait for 30 seconds.

6. Reconnect the power cord to the wireless router.

7. Wait for 30 seconds, or until the router is fully on and ready

8. Turn the computer back on.

9. Wait for the computer to reload

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

11. Turn the printer back on.

Let’s try assigning a static IP to try and fix this issue. Follow the steps below:

• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
• Type the IP address on your web browser to obtain the printer EWS page on your computer.
• Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
• Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
• Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
• Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Once done, reinstall the printer drivers. Follow the steps below:

• Unplug the USB cable from the printer and computer if present.
• Go to Control panel – Programs and feature – Select all the HP Envy printer entries and uninstall them.
• Restart your computer.
• Now click on this link: https://support.hp.com/us-en/drivers  download and install the full feature software for this printer.
• In the connection type window, select “Wireless” and follow the on-screen instructions to complete the installation.

Let me know if those steps worked for you.  If they did, that’s awesome!  Give us some reinforcement by clicking the solution and kudos buttons, that’ll help us and others see that we’ve got the answers!

Good Luck!

[SilverB18]

Holy Cow!  This has got to be the worst answer ever.  99 percent of people who use HP printers wouldn't do this because it's so tedius.  Techies can.  Ordinaries can't and won't.  HP should come up with a Universal fix for this problem.  Perhaps by recommending always using a USB wired connection instead of its highly unreliable WIFI connection.

[Tombar1]

In recent months/years, I had the same problem with my last Officejet (6560?), so bought a new one (6960) and now have the same problem - it's always losing contact with the wifi and has to be uplugged and plugged in again over and over again! What a waste of money! It has a static IP address, but this doesn't help. I should have learned not to buy HP any more, but they used to produce good products

[nyc-dude]

I have to agree with others here. I have the 6968 and have to reboot the **bleep** thing every day i want to print, This is so cumbersome, and your proposed solution is a non-starter.

I have many wifi and blue tooth devices that work w/o such abusrd steps.

This is simply a very badly engineered product in terms of connectivity. NO ONE WANTS to do all this! Please relase a sftware or hardware fix.