HP OfficeJet Pro 6978 All-in-One Printer No Longer Scans to Computer

[Kate928]

I have an HP OfficeJet Pro 6978 All-in-One Printer. I am on a MacBook Pro, running Ventura 13.5.2 (which is not an option to select in the OS dropdown box, so that's why I left it at "unknown OS"). I am unable to use the "scan to computer" function on the printer.

Until very recently, the "scan to computer" option was available and worked great. However, when I went to use it yesterday, my device was NOT listed as an option (several other devices, identified only by series of letters/numbers, were listed -- this is not unusual; there have always been other devices identified only by numbers and letters in the list of available computers and have always assumed they correspond to my husband's Windows devices).

This issue has happened only one time before, and it was immediately resolved by  opening either the HP Utility or Easy Scan App (I forget which one) on my laptop. Well, I tried that yesterday, to no avail.

I searched the knowledge base and the first piece of advice was to delete and re-add the printer, which I did. Well, guess what. When I went back to the the printer and clicked on "scan to computer" there were now ZERO devices listed, and the screen says to "make sure the scanning software has been installed and configured on your computer."

Since the software was indeed installed (and, as far as I knew, correctly configured since I never changed it), I returned to the knowledge base and tried to contact support. I was forced to use the virtual assistant bc my warranty has expired and the printer has been discontinued. The virtual assistant recommended using the "print and scan doctor" in the HP Smart app, which I did not have.

So. I downloaded the HP Smart app for Mac ... but of course there was no print and scan doctor listed anywhere. I deleted the app, and reinstalled it. This time, when I launched the app, I got a message that said  (I'm paraphrasing) "allow scan and diagnostic tool to run on startup?" I said yes. For the record, I still cannot find WHERE in the app the setting exists to turn that function off/on, but I digress.

I still cannot utilize the "scan to computer" function on my printer. I have searched the HP Smart app for the setting that would allow me to manage that function, but I can't find it. When I click on "Advanced Settings," my web browser is launched, and it brings me to a page with a menu bar.

When I select "SCAN" from the menu bar, I get this error message: "You cannot use this function because it has been disabled. For more information, contact the person who set up the printer."

That's me. *I* am the person who set up the printer!! And I did not disable that function. It just suddenly stopped working.

Sooooo...I returned once again to the knowledge base and the only suggestions I found were to uninstall *all* HP apps/software and reinstall.

I have done that TWICE now -- and I STILL cannot utilize the "scan to computer" function. Moreover, both times I installed the HP software, and walked through the set-up wizard, there was a step where you could test both the printing and scanning functions. The print test worked fine; the scan test didn't work at all. And I didn't get an error!! I got a status update that said "preparing to scan" and then about 3 seconds later it said "scanning..." and then it stayed on "scanning..." for MORE THAN 10 MINUTES, and then nothing ever happened.

Furthermore, although I was prompted to download and install HP EASY SCAN along with HP EASY START, the EASY SCAN app is also non-functional. When I open that app and attempt to scan, nothing happens. Much like with the test scan during setup, the status bar just loads and loads and loads and stays on "preparing to scan."

I am at a loss, and my wit's end. I used the HP uninstall utility to correctly uninstall the software and then I made sure to download the appropriate drivers. My computer recognizes the device as a printer, and I can even scan from within the HP Smart app ... but I cannot for my life enable "scan to computer." 

Can anybody help me??

[Sherri9]

Same thing here!

[CJ101202]

Same problem here as well. I've tried everything.   

[Kate928]

well hopefully someone from HP will weigh in soon, since several folks have said they're having the same issue!

[Geop66]

Does anyone ever respond I am having the same problem and want to throw this thing in the trash

[Kate928]

Other than folks saying they're having the same issue, no one has responded. It's maddening!!

[Rckuehn]

I have done everything Kate928 has and feel her frustration.  She is much more composed than I am....I'm ready to quit HP altogether and go buy a different brand.  

I never update the firmware, and hit the update button by accident.  The problem started at that point.

I did read on another thread, that the HP driver software was the issue and wasn't available.

[foobash]

HP! Please fix this issue.   Mac computers don't show up on my printer anymore to scan to computer. 

[FTD1223]

Another person chiming in that this needs to be resolved.  I should be able to scan to my Mac without using the HP Smart app, which has been locking up every time I try and use the app.

[Kate928]

Ugh. I cannot BELIEVE no from HP has weighed in on this yet!! This is absurd!!