OfficeJet Pro 6978 doesn't print from computer

[dhbov]

I have been having an ongoing problem with this printer. 

I won't go through the entire history (mainly because it would be difficult to recreate the entire chain of events). 

The print from computer function was working, but I trouble the with Scan to Computer (from the printer touch pad). 

I researched and found the solution, implemented it and it did work.  I then found that my print from computer did not work.  

I ended up installing and reinstalling the printer program.  (Along the way, I used the Print and Scan Doctor app multiple times as well). 

I have found that now I cannot print from my computer, either from a program (pdf, WORD, etc) or from the app.   When I run the print scan doctor the first test page doesn't come out, and the second Internal Test Page does print.  

It just tells me to Uninstall the program and reinstall, which is what I just did recently. 

Any ideas how I can fix this? 

Seriously thinking this is my last HP printer ever. Quality seems to be going down and it's never reliable.   

Thank you. 

Edit to add: The print shows up in the queue, I can cancel it.   I have also checked for updated drivers.

In the Device Manager Dialog Box, the printer shows up under Print queues; it does not show up under Printers- instead, there is an "Unknown Device" under Printers.

[Jay_G24]

Hi @dhbov

Welcome to the HP Support Community. I'd be happy to assist you

Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support. We appreciate your patience.

 Let's try and uninstall the printer software from the root level on your PC and install the full feature printer software

First, unplug the USB cable from the printer if present.

• Go to Control panel – Programs and feature – Select all the HP printer entries and uninstall them.
  • Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
  • Restart your computer.
  • Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.
  • Once in device manager, click on the view tab in the top & choose “Show hidden devices”.
  • Then from the device manager list, check the entries under “Printer” – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device".
  • Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says “Unknown device”.
  • Once done, close device-manger. Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go running window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
  • Once done you can try cleaning out your temporary files and cached files. You can try using automated applications like some cleaner software's that you can download from the internet.
  • Now restart your computer again.
  • Open the Run window again, type “services.msc” and press ok to get services window.
  • Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.
  • Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.
  • Repeat the same exercise on “Function Discovery Resource Publication” as well
  • Windows image acquisition stop and restart the service 

Reinstall the drivers from Software and drivers page

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!

Have a great day! 

[dhbov]

Thank you for the reply. 

My printer did eventually start to work - sort of. The day after this post I found that 3 documents in the queue printed themselves overnight. However, the printer had reverted to offline again by morning. 

Through a series of trial and error and following every method I could find, and after a restart I had gotten it to work. A day later, once again, offline,  and I again restarted my computer and it came online again.  

I will save this list of what to do’s - I think I had done some of them - in the event this happens again.  

Thoroughly frustrating.  I shouldn’t have to work this hard to get a print. 

[Jay_G24]

I understand your frustration, I will definitely try ad help you resolve the issue -

try the steps below to resolve the issue -

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

Try the step in the document- Printer is Offline (Windows)

Keep me posted!