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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).
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‎05-04-2024 08:54 PM

HP Recommended
Product: HP OfficeJet Pro 6978 All-in-One Printer
Operating System: macOS 10.13 High Sierra

Printer was set up perfectly with the HP Smart App on WiFi.  Utility worked.  I could click the Scan and run the scan from my computer either flatbed or ADF.  Printer worked.  Everything worked perfectly for 2+ years. 

Then, as usual, I accepted a Hardware update.  Now, it prints and copies, but NO SCAN & NO UTILITY.  

I can print - it is connected.  

I can load the printer webpage and do a webscan to the computer, so it is connected. 

I can open the Printer Utility, and it SHOWS my printer, but it shows that it is "unable to communicate".  

 

I can't initiate a scan from the HP Smart App.  Annoyingly, I can do it from my antique Win10 laptop.  Just not my Mac.  When I start it on the flatbed, it says "overview scan failed to complete".  When I change it to ADF, it says "No Document Loaded", even 'tho it SHOWS "document loaded" on the printer.  

It's off warranty. I can't talk to a real person.  Just the chatbot, that sends me to the same link to update my HP Smart App.  

I CAN'T update the HP Smart App, because it is no longer offered for my computer, just iPad and iPhone.  See the screenshot. The chat bot does not seem to know this.  The printer is only 3 years old, and having it not only FAIL, but having HP unwilling to help is just completely frustrating.  

They sent out a hardware update that made the printer unable to communicate with it's own software.  

 

Screen Shot 2024-05-04 at 7.08.44 PM.jpg

 

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