Suddenly my HP Officejet Pro 6968 won't scan to my laptop

[JWB53]

Today I needed to quickly scan a document to be emailed.  When I go to HP Smart, it tells me first that it can't find the printer (and I just printed the blank of the document I need to scan).  I just printed another document to make sure the printer really is connected.

I have rebooted both the printer and laptop.  Now when I click on Scan in HP Smart, it tells me:

"HP Smart cannot scan from this printer.  Either the printer does not have a scanner or HP Smart cannot use the scanner in this printer."

I have scanned many items from this printer using this laptop.  Going through HP Smart has always worked before.  The only thing that I can think of that has taken place since the last time I scanned is that Windows 10 did an update (that I didn't ask for...). 

Hoping to find some helpful suggestions here.

Thanks,

JB

[KrazyToad · Accepted solution]

Hi @JWB53

Welcome to HP Forums. Thank you for posting your query

I understand that you are unable to scan from your HP Officejet Pro 6968.

I'd like to help.

Let's try a Printer Reset.

(1) Turn the printer on, if it is not already on.
(2) Wait until the printer is idle and silent before you continue.
(3) With the printer turned on, disconnect the power cord from the rear of the printer.
(4) Unplug the power cord from the wall outlet.
(5) Wait at least 60 seconds.
(6) Plug the power cord back into the wall outlet.
 NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
(7) Reconnect the power cord to the rear of the printer.
(8) Turn on the printer, if it does not automatically turn on.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
 

Are you able to make a Copy Directly from the Printer?

I suggest you update the Firmware and download the Full Feature Software from Here

Then try Scanning using the Full Feature Software and let me know how it goes.

If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons.

That'll help others find the Solution!
 

Thank you. 🙂

[JWB53]

Thanks to KrazyToad for providing this solution. 

I first tried the "unplug and count to 60" step, but that didn't accomplish anything.

I then downloaded the updated Firmware and Full Feature Software from the provided link as described.  That worked!  I no longer use "HPSmart" for this printer, but now can just open up the printer and use all the features.  This is more like what I was used to before getting this new laptop with Windows 10 wherein the only way I could find my printer prior to this download was to use "HPSmart".

All is well once again at this instant in time.

Thanks again!

JWB

[Riddle_Decipher]

@JWB53

Thank you for the update,

I appreciate your time and efforts, 

I'm glad we could contribute towards identifying and leading you towards the solution for this concern. 

It has been a genuine pleasure interacting with you.

I hope both you and your product works great and remain healthy for a long time 😉 

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.

Take care now and do have a fabulous week ahead. 🙂

[USC99]

I've updated the drivers twice, uninstalled and reinstalled printer from my mac and the scanner still does not work.  I can print fine but need a solution or will need to trash the printer and buy a scanner that works.

I'm using iMac with Catalina OS

[kevin-t]

Thank you for visiting the HP Support Community.

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