Have been able to scan. Now cannot: "Couldn't connect to scanner".

[AuntMoo]

I have been scanning successfully since installing the printer approx 5 years ago..  The most recent was June 15, 2024.  Now I receive a message:  Couldn't connect to scanner.  I can print.

[Sneha_01]

Hi @AuntMoo,

Welcome to HP Support Community.

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

To troubleshoot the issue where your HP OfficeJet Pro 6978 printer is unable to connect to the scanner but can print, follow these steps:

1. Restart Devices

• Restart the Printer: Turn off the printer, wait for a few seconds, and turn it back on.
• Restart Your Computer: Restart the device you are using to scan.

2. Check Connections

• Network Connection: Ensure the printer is connected to the same network as your computer.
• USB Connection: If using a USB connection, ensure the cable is securely connected to both the printer and your computer.

3. Update Software and Drivers

• Update Printer Drivers:
  • Visit the HP Support website.
  • Download and install the latest drivers for your HP OfficeJet Pro 6978.
• Update HP Smart App:
  • Ensure the HP Smart app is up to date. Check for updates in the app store or HP’s website.

4. Check Scanner Status

• On the printer’s control panel, navigate to the scanner settings and ensure the scanner is enabled and not in use by another program.

5. Use HP Print and Scan Doctor (Windows)

• Download and run the HP Print and Scan Doctor tool to diagnose and fix issues.

6. Reset the Printer

• Perform a factory reset on your printer:
  • Go to the printer’s control panel.
  • Navigate to the settings menu.
  • Select "Restore Factory Defaults" or a similar option.
  • Confirm the reset and restart the printer.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support