Officejet Pro 6978 Touchscreen Turns Off

[Galactus1979]

My printer display goes blank after 20 seconds and the printer turns off, if I unplug it and try again the same thing happens. The message on the screen when powered back on is: "Printer was not turned off correctly." 

Please help!  

[Nal_NR]

Hi @Galactus1979,

Welcome to the HP Support Community. 

As I understand, the printer touchscreen is not working, This could be a hardware issue. 

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution:

When was the last time it worked fine?

Were there any hardware/software changes made? 

Have you performed a Firmware update on your PC?

Let's try these steps to resolve the issue: 

Hard Reset: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle.

 If the issue persists, the printer might need service. 

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Galactus1979]

It last worked fine on Thursday and has been working without issue on the same outlet for a year. 

No software changes, I did put in new ink which is when the problem started. 

I do not have this printer connected to any computer as I just use it to print items from my iphone. 

Ive attempted a hard reset several times and get the same result of it turning on then off after a few seconds. 

[Nal_NR]

Hi @Galactus1979 ,

We apologize for the inconvenience. The issue seems to persist even after attempting the troubleshooting steps mentioned above. This looks like a hardware issue. 

This might require one-on-one interaction via remote assistance to fix the issue. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!