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Note: From May 27, 2025, the HP Print and Scan Doctor will no longer be available (retired) and HP will not release any further app updates. You can learn more by clicking here Replacement for Print and Scan Doctor.
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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HP Recommended
HP OfficeJet Pro 6978 All-in-One Printer

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.

1 REPLY 1
HP Recommended

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

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Sneha_01- HP support
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