printer and software compatibility issue?

[sandy1862]

Hello all,

Recently i purchased an hp 6978 inkjet printer that started out being used with windows 8.1 operating system and microsoft office 2010 pro and microsoft publisher 2013.

My win 8.1 pc died so i replaced it with a brand new dell pc running win 10 64 bit and i bought microsoft office 2016 and then publisher 2016.

Now i never had trouble printing on various sized card stock that i create greeting cards on until i bought publisher 2016. 

I use publisher exclusively to create my greeting cards and personal note cards that i send to friends and family.

I have discovered that i can create a new form (page size) within the printer software but when it comes time to print that form or page size it is nowhere to be found.

Has anyone experienced this problem and what do i do about it?

I love my printer and it's less than 2 months old but I have to be able to print various sized cards. These are not overly large just odd sized and like i said i didn't have any problem printing these same sizes using publisher 2013.

Maybe publisher 2016 isn't fully compatible with this printer?

Thanks in advance for your help 🙂

[DavidSMP]

Hi @sandy1862,

Thanks for stopping by the HP forums. Good day! 🙂 I reviewed the post about printing issues with card stocks using Publisher 2016. It will be a delight to assist you here. 🙂

Superb effort, splendid troubleshooting and commendable diagnosis of the issue before posting.  Kudos to you on that score. 🙂  You are a valued HP customer and it is paramount to assist you here. I take it as a privilege to share this platform with you. 🙂

For better clarity and to assist you better I would require more information regarding this.

• Did you try printing cards from a different app like MS Word?
• Did you try to uninstall MS Office 2016 and reinstall it back and try again?

Going by your post, you are an expert yourself and pretty much know what you are talking about. The same card stock specifications worked with earlier versions of office and publisher.

There are very few options to try here.

For starters please try these steps:

Please try with different apps to check if the printer prints fine.

If it does not, please uninstall office and reinstall it and check again by using Publisher.

If this does not work, please uninstall the printer software completely by following these steps:

• 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.

Then reinstall the full feature software from this link: http://support.hp.com/us-en/drivers/selfservice/HP-OfficeJet-Pro-6970-All-in-One-Printer-series/8289... and check if this does the trick for you. Also, please update the printer firmware from the same link.

Hope this helps.   I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll always be there to assist you always. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

 Take care now and have a splendid week ahead. 🙂

[sandy1862]

Hi David,

Thanks so much for your response. I followed the steps that you outlined and i created a document in word that was the same size as the card i created in publisher. That size paper showed up in the print command window of print preview and it also printed. Whereas it never showed up in publisher. The paper or card stock size i'm trying to print on is 10x6.5 and 8x5.5 and 8.5x5.5 which again printed just fine using an older version of publisher so i'm thinking the new version of publisher is the problem, but really how could it be when graphic design companies and professionals use this same program? Not all printed material is a standard size. I'm at a loss here, very frustrating. 😞

Got any more ideas?

[DavidSMP · Accepted solution]

Hi @sandy1862,

I reviewed the post comprehensively. Stupendous effort and brilliant troubleshooting so far.  Kudos to you on that score. 

• Did you uninstall MS Office and reinstall it back and try again?

You hit the nail right on its head. It could be an issue with this version of Publisher as it works fine in other apps and an older version of Publisher without hassles, which proves the complete functionality of the printer and the latest version of Publisher could be the culprit here.

We have worked as a team to deduce that. I request you to contact Microsoft here for further assistance as it is their product. I genuinely hope that the issue gets resolved without hassles and things work great for you.

Trust me I've done everything here to assist you by keeping your best interest in mind. You've  been absolutely superb to work with, by displaying great technical skills. I thank you again for your time. It has been an absolute privilege to share this platform with you.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 

You take care now, stay healthy, keep smiling big and do have a blessed year ahead.