Officejet 6978 - Where did Digital Fax Feature Go?

[Fritzgerald]

I went to set up the Digital Fax feature on my Officejet Pro 6978 today and found the option was missing from the HP Smart App. I have had this option set up in the past and was looking to use it again, but it's gone?!

I have uninstalled and re-installed the HP Smart application and all drivers several times and verified the printer is using the latest firmware.

According to the documentation, the option for Digital Fax should appear after the '- Information' menu in the 'Fax' configuration section.

Documenation: https://support.hp.com/us-en/document/ish_2385594-2225617-16

What the documentation says I should see:

What I see (No HP Digtal Fax Section):

[Anand_Andy]

Hi @Fritzgerald,

Welcome to the HP Support Community

I understand you need information regarding  Digital fax 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.

Let'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

Please refer to this Document and Video: HP Smart - Send Faxes with the HP Smart App & Sending Faxes from Your Computer Using HP Smart

If the issue still persists, I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope that answers your concern adequately. Let me know!

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