how to get my HP printer working again

December 3, 2019 8:32 AM

My HP 6978 was working just fine. I suspect a recent Windows update killed some functionality.

I can still print but I can't scan. The computer and printer don't recognize each other. Though cables are connected just as always. When I look in devices, it just says default computer but not the HP, which it used to say.
I have tried downloading updates from HP but the software won't download because it does not recognize I have a printer connected. I have tried removing the printer and reinstalling and the problem persists.
I have searched everywhere for a solution. At this point I am very close to blowing it away with my 45.
Just I try rolling back the update? Which I don't know how to do?

posted by jtexman1 to Technology (3 answers total)

When you say remove the printer did you just physically unplug it or did you uninstall drivers? I had something similar to this happen to me recently and to fix it I had to go to device manager, find all of the devices related to the physical thing and uninstall them. Only then would it recognize the device and let me reinstall drivers when I plugged it back in. Several only showed up when I went to the view menu to show hidden devices.
posted by JZig at 8:49 AM on December 3, 2019

Response by poster: Yes I physically removed it and removed the profile. Then reinstalled. Twice so far. Same problem
posted by jtexman1 at 8:56 AM on December 3, 2019

How was it connected? USB? Wired Ethernet? WiFi?

Check in Device Manager. Hold the Windows Logo key + Pause/Break key; this should bring up system information, with a link to Device Manager on the left. Or, go Control Panel, System and Security, System, and go from there. In device manager, are there any devices marked with an exclamation point? Any "Unknown Device"? Anything scanner related that may be missing drivers?

You could try downloading the complete driver package from this page ("HP OfficeJet Pro 6970 All-in-One series Full Feature Software and Drivers").

If the printer is connected by a USB cable, know that Windows sometimes gets confused if the device is connected to the computer too early. Disconnect the printer, uninstall any drivers, reboot the computer. Start the full installer above, and only connect the printer when instructed to.

If it was connected by wired ethernet or WiFi, a Windows Firewall change may have prevented scanning, blocking that inbound connection. Control Panel, System and Security, Windows Defender Firewall. On the left is an option to turn the firewall on or off. Turning it off is a quick way to test whether this is the culprit.
posted by xedrik at 8:44 PM on December 4, 2019