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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
TD_Madden
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New Printer OfficeJet Pro 6978 Cannot Print WIndows test page, but CAN print an internal one

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HP OfficeJet Pro 6978
Microsoft Windows 10 (64-bit)

I'm running a Windows 10 (version 20H2) and trying to get my USB-attached new printer to actually print.  I've installed/unistalled/re-installed a number of time per the support directions.  The printer show as default and online and the scan function actually works, but I cannot print the windows-based test page nor print ANYthing else.  The ONLY support advice is to uninstall/reinstall....and I've done that SO MANY times now.

Is anyone else having this problem, and if you got it fixed, that was the solution?

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sandytechy20
HP Support Agent
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@TD_Madden

 

Welcome to the HP support community.

 

Did you uninstall the printer from the root level before installing a new driver?

If not, perform root-level uninstallation to remove all the printer-related software.

  • In Windows, search for and open Programs and Features.
  • Select your HP printer.
  • Select Uninstall.
  • In Windows, search for and open Devices and Printers.
  • In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
  • Open up the run command with the "Windows Key + R" key combo.
  • Type printui.exe /s and click OK.
  • Click on Drivers tab.
  • Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
  • Select OK.
  • Remove all instances of the same.
  • Select Apply and OK on the Print Server Properties windows.
  • Close Devices and Printers. 
  • Restart the PC again.

Download and install printer using HP Smart app

Click here to download 

 

Update the printer firmware

Here are the steps:- Click here

 

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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sandytechy20
HP Support Agent
HP Support Agent
25,683 25,563 1,409 1,481
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@TD_Madden

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

Sandytechy20
I am an HP Employee

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