HP 6978 scanning to computer does not work.

[Bob6978]

My HP 6978 was working fine until the most recent firmware update.  Now scanning to computer no longer works.  The LCD screen on the printer says I need to set up the computer but I have three computers that were all working before the update.  When I try the HP Scan utility, it says it cannot connect to the scanner.  Digging into the error it says "failed to perform overview scan".  I loaded HP Smart on the computer and it is able to scan but that is a terrible product.  If I have to use that in the future I would have lost many great features on my 6978.  Printing to the printer still continues to work correctly.  The copy function on the printer also works correctly.

[Irfan_06]

Hi @Bob6978,

Welcome to the HP Support Community.

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

I see that you are facing an issue with your Printer.

If you are not comfortable using the HP smart app.

Kindly refer to the steps on this link to install the full feature software on your device once again and let me know if that resolves the issue.

Also, update the printer firmware by clicking on this link.

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 great day ahead!

Irwin6

HP Support

[Bob6978]

Hi Irwin6,

I went ahead and did the steps again even though I had already been through it.

HP Utility gives the error "Unable to communicate with the selected device.  It may have been turned off or otherwise disconnected."  However, it is very much alive and well and HP Smart communicates with it and I can print to its printer.

HP Firmware Updater gives the error "Cannot update the device.  This Firmware Updater does not contain upgrades for your device."

So I'm still where I was.  I can print but I can no longer scan to computer from the 6978 because if I try to do so I get the error "To scan to a computer, make sure that the scanning software has been installed and configured on your computer."

Note that everything worked from all three of my MacBooks in the house until the firmware was updated by HP.  I wish I could go back to the previous version of the firmware because everything worked.  Is there anyway to do that?

Thanks,

Bob6978

[Irfan_06]

Hi @Bob6978,

I am sorry to hear that the above steps did not help much.

The support here is limited and this issue might require one-on-one interaction to fix it.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support

[Lopaka965]

I am having the same problem, and since a potential fix was done privately, I am unable to replicate.  How can I get more information to rectify this faulty firmware that HP pushed out?