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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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‎03-26-2024 10:08 AM

HP Recommended
Product: HP OfficeJet Pro 6978 All-in-One Printer

Bought HP OfficeJet Pro 6978 March 2021 Model T0F29A.  Some time before Oct 2023 the scanner stopped working.  Error message;  NO COMPUTER FOUND.  The printer finds my computer just fine!  I contacted HP 10/26/23.  They had me disconnect the printer for 2 minutes, deleted & added the printer several times, which did not resolve the issue.  The rep finally said it’s a “hardware issue” and since it’s out of warranty they can’t help.  I bought this particular printer BECAUSE it came with a scanner.  Having it no longer work is an enormous inconvenience, as I must now photograph & upload documents instead.  QUESTION:  Is my HP OJP 6978 no longer compatible with MAC OS Ventura 13.6.3 ?????

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1 REPLY 1

‎03-28-2024 02:06 PM

HP Recommended

Hi @deebee7,

 

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to help you.

 

I see that you are facing an issue with scanning from your printer to the PC.

A) Please follow the steps below to perform a power drain.

 

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

 

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

 

C) If the issue still persists, please follow the steps below to uninstall and reinstall the printer application.

 

1) Uninstall the HP smart app by click on this link, Restart the computer or mobile device to clear possible error conditions.

 

2) Refer to this link to use the HP smart app on your phone/tablet/PC to add a printer.

 

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

 

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!

 

I hope this helps.

Take care and have a good day

 

Irwin6

HP Support

Irwin6
I am an HP Employee

If you found this post helpful, you can let others know by clicking the “Accept as Solution” button. You can also show your appreciation, with a kudos, by clicking the “Thumbs up" button!

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