6958 will print but not scan, the device can't find my computer

[DavidSallee]

I have a Officejet 6958 and it prints fine, but will not scan. I get an error code that states the connection to the computer my be lost, but that is not the case, because I can print. 

[A_Gayathri]

Hi @DavidSallee,

Welcome to The HP Support Community.  

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

I understand your HP OfficeJet 6958 All-in-One Printer is experiencing a scanning issue despite being able to print. This can often happen due to problems with the HP scanning software or drivers, firewall settings, or network issues. 

Here are some steps you can try to resolve the problem:

1. Restart Devices

• Restart your printer: Turn off the printer, unplug it from the power source, wait about 60 seconds, plug it back in, and turn it on.
• Restart your computer: Reboot your computer to reset any potential software issues.
• Restart your router: If your printer and computer are connected over Wi-Fi, restarting the router can help refresh the network connection.

2. Check Connection

• Ensure the printer is connected to the same network as your computer. You can check the printer’s network settings from the control panel or by printing a network configuration page.

3. Update or Reinstall HP Software

• Update the HP software: Make sure you have the latest version of the HP Smart app or HP Print and Scan Doctor installed.
• Reinstall the drivers:
  1. Go to the Control Panel > Programs > Programs and Features and uninstall any HP printer software.
  2. Download the latest drivers and software for your printer from the HP Support website.
  3. Follow the instructions to install the new software and drivers.

4. Use HP Print and Scan Doctor HP Print and Scan Doctor

• Download and run the HP Print and Scan Doctor tool. This tool can automatically diagnose and fix common printing and scanning issues.

5. Check Firewall and Antivirus Settings

• Firewall settings: Ensure that your firewall or antivirus software is not blocking the printer’s communication. You might need to temporarily disable these programs to test the connection.
• Add exceptions: If the scanning works when the firewall is disabled, add exceptions for the HP software in your firewall settings.

6. Check Windows Services

• Start Windows Image Acquisition (WIA) Service:
  1. Press Win + R to open the Run dialog, type services.msc, and press Enter.
  2. Find "Windows Image Acquisition (WIA)" in the list of services.
  3. Right-click on it, select Properties and set the Startup type to Automatic. Then, click Start if the service isn't already running.

7. Try a Different Scanning Method

• Scan using Windows Scan: Try scanning using the Windows Scan app, which can sometimes bypass issues with the HP software.
• Use the Printer's Control Panel: Use the scan function directly from the printer's control panel to see if it recognizes the computer.

Refer to this document:  HP OfficeJet 6958 All-in-One Printer User manual 

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.