HP OfficeJet Pro 6978 Printer works but scanner does not

[Louie231]

HP OfficeJet Pro 6978 Printer works but scanner does not

[Kuroi_Kenshi · Accepted solution]

Hi @Louie231,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding scanner issues for the HP OfficeJet Pro 6978 printer!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Check Scanner Connection

Ensure the printer is properly connected to your computer via USB or over your network. Verify that the scanner is recognized by your computer.

Restart Your Devices

Sometimes restarting can resolve connectivity issues. Turn off your printer, computer, and any networking equipment. Wait for a minute and then turn them back on.

Update Firmware and Software

Ensure your printer firmware and the scanning software are updated to the latest version. You can download the latest firmware and driver updates from HP's firmware update page.

Perform a Scanner Test

You can run a scanner test from the printer control panel to check if the hardware is functioning correctly.

1. Place a document face down on the scanner glass.
2. From the Home screen, touch the Scan button.
3. Select Scan to Computer or other scanning options.
4. If the scanner light doesn't turn on, the scanner might be malfunctioning.

Check Scanning Settings

Ensure the scanning settings are correctly configured on your computer. Make sure the selected source matches your scanner (flatbed or document feeder).

Clean the Scanner Glass

Any dirt or smudges on the scanner glass can cause scanning issues. Use a clean, lint-free cloth and glass cleaner to clean the scanner glass.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Louie231]

I unplugged everything, waited about a minute, plugged devices back in, and used the scanner doctor.  I now have a workable scanner.  Thank you for all your help!

[Kuroi_Kenshi]

Hi @Louie231,

Thanks for letting us help you out! If you're all set, please mark this post as 'Accepted Solution' so I can do a virtual happy dance! 

If you need anything else, I'm all ears (or rather, all text). Just let me know! 

You're awesome, and I'm honored to have been your go-to guide today! 

Stay fantastic, and have an amazing day ahead! 

Best Regards,