HP OfficeJet Pro keeps wanting to launch device.exe when I try to launch it

[Bob150140]

The printer used to work wirelessly attached to my sub-net (Nighthawk router) and serviced 2 laptops for over two years.

About 2 weeks ago, I'd get a message that said ["Do you want to make changes to your device?" DeviceSetup.exe].

[Yes} launches [Device Setup and Software] with options [Connect a  new device] or [Reconfigure Wireless Settings] - I chose  the [Reconfigure...] which directs you to a page to select your network [Name and password] but does not retrieve SSID .

Tried to delete printer with HP Support Assistant - no can do.

Deleted printer and added a new printer with Wireless Wizard - nada; Re-installed printer connected by USB - that works - but cannot connect wirelessly.

Hoping someone has an answer...

Thanks,

BobO'B

[Anand_Andy]

Hi @Bob150140,

Welcome to the HP Support Community

I understand you are facing a connectivity issue with your HP OfficeJet Pro 6978 All-In-One Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist you better:

• Is the blue Wi-Fi light solid on the printer? ( if the Wi-Fi Light is blinking then please re-connect the printer back to your Wi-Fi router - Restore Wi-Fi setup mode on your HP printer, Once you restore the network to defaults, then please follow the instructions on this link to connect the printer back to your PC.)
• How far is the printer located from the WiFi router?
• Do you have a dual-band router?
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both networks.

While you respond to that, Let's perform a power drain: 

• 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

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then wet's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Otherwise you can use the HP Smart App:  https://support.hp.com/in-en/document/c04675142

Hope this helps! Keep me posted. 

Please click “Accepted 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!

[Bob150140 · Accepted solution]

Andy,

I had tried every item you'd listed as all these were in various internet articles,

Out o frustration. I deleted the 6790, then HP Dropbox Plug In (I didn't think I'd ever used it ), then, although its "Installed on"     date was less than a year old, I deleted HP OfficeJet  Pro 6970 Basic Device Software, powered off printer, shut down Laptop, had a cup of tea, turned on the printer, rebooted computer, went to HP.com,/drivers, found my printer and downloaded the latest HP OfficeJet  Pro 6970 Basic Device Software and VOILA!! All is good.

I'd suggest that HP include delete and reinstall HP OfficeJet  Pro 6970 Basic Device Software in their troubleshooting guide.

Thanks for responding,

Cheers

BobO'B

[Anand_Andy]

@Bob150140,

That's great! Happy to hear that the issue has been resolved. If you need further assistance feel free to reach out to us. 

We really appreciate your input. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution and Kudos, Thumbs Up buttons on the public post, that'll help us and others see that we've got the answers!

Have a great day ahead!