My HP OfficeJet Pro 6978 will not scan to the computer

[davef41]

My Hp OfficeJet Pro 6978 will not scan to the computer. I get a pop-up: Automatic Scanning Could Not Be Completed.

It will not fax either.

I have uninstalled the computer and reinstalled the computer. It didn't help. It will scan with Hp Smart, but I'm trying to scan a small document and Hp Smart won't crop it.

I am computer challenged so please explain knowing that.

Thank you in advance.

[Raj_05]

Hi @davef41,

Welcome to HP Support Community.

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

It sounds like you're facing multiple issues with your HP OfficeJet Pro 6978. I'll walk you through some simple steps to help fix the scanning issue, and also provide guidance on how to scan using HP Smart and crop the document properly.

Fixing the "Automatic Scanning Could Not Be Completed" Issue

This issue might be caused by problems with your printer’s communication with the computer, or a setting in your scanning software. Let’s go through some basic fixes:

Check Connection: Ensure that the printer is properly connected to your computer. If you're using Wi-Fi, ensure both the printer and the computer are connected to the same network.

Restart Printer and Computer:

• Turn off your printer, wait for a few seconds, and then turn it back on.
• Restart your computer to refresh any system settings.

Update or Reinstall Printer Drivers:

• Go to HP's website and download the latest drivers for the OfficeJet Pro 6978.
• Run the installer and follow the on-screen instructions to update or reinstall the drivers.
• If you're using Windows, also check if the printer is set as the default printer. You can check this under Control Panel > Devices and Printers.

Using HP Smart to Scan and Crop

Since HP Smart works for scanning but you mentioned it doesn’t crop, here’s how you can crop manually using HP Smart:

Open HP Smart: Launch the HP Smart app on your computer.

Select Scan: Click on the "Scan" option and choose your scanning preferences (such as color, type of document, etc.).

Scan the Document: Place the small document on the scanner and click the "Scan" button.

Crop the Image:

• After the scan is complete, you’ll be shown a preview.
• Look for an option to Edit or Crop the image. It may be under the "Enhancements" or "Edit" button, depending on your version of HP Smart.
• You can drag the corners of the scanned image to crop it to the right size.
• Once cropped, you can save the scan to your computer.

Faxing Issue

For the fax issue:

Check Phone Line Connection: Make sure the printer is connected to an active phone line. The fax function will not work without a working phone line.

Fax Settings: Ensure your printer is correctly configured to send and receive faxes. You can check this in the printer's Fax Setup options in the control panel.

I hope this helps.

Take care and have a good day.

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!

Alden4

HP Support 

[davef41]

I was able to get the crop working with the HP Smart.

I was not able to get the printer to scan to the computer, using the controls on the printer. It just sits there with the circle of death on the printer display and eventually says the printer isn't connected to the computer. I can scan from the hp smart app and can print documents from the pc to the printer, but I can't scan. Obviously, the printer and computer are connected.

I reinstalled the printer 3 times. I went to hp support and downloaded all the drivers, etc. that I could. It would not let me download "Universal Fax Driver'.  After clicking on each download, even though I could go through the installing process, the webpage showed the circle of death each time. Even after I closed the page and went back to the webpage the circle of death was still there.

Thanks for the help.

Is there anything else I could try?

Dave

[davef41]

I forgot to mention when I was the scan doctor it said everything is OK but it showed this result:

As you can see, it looks like the scan failed.

Thanks again.

[Raj_05]

Hi @davef41,

Thank you for your response, 

It sounds like you've made a good attempt at troubleshooting the issue with your HP OfficeJet Pro 6978, but there are still some additional steps to ensure everything works correctly.
 

Ensure Printer and Computer are on the Same Network:

• Double-check that both your computer and the printer are connected to the same Wi-Fi network. If they’re not, scanning will fail because the printer and computer cannot communicate properly.

Uninstall and Reinstall Printer Software:

• Uninstall Printer Software:
  • Go to Control Panel > Programs > Uninstall a Program and remove any existing HP software.
  • Restart your computer after uninstalling the software.
• Reinstall Printer Software:
  • Download the full feature software from HP’s official website for your model (OfficeJet Pro 6978). Ensure you’re selecting the correct operating system version.
  • When prompted during the installation, make sure you select USB or Network depending on your connection type, and allow the installer to complete the process fully.

Check for Windows Updates:

• Ensure your operating system is up to date, as a Windows update may fix compatibility issues with printers or scanning software. Go to Settings > Update & Security > Windows Update and check for updates.

Reset Printer Network Settings:

• Sometimes network settings may be corrupted or mismatched. You can reset them by doing the following:
  • On the printer’s control panel, go to Settings > Network Setup > Restore Network Settings.
  • After resetting, reconnect the printer to your Wi-Fi network and test the scan function again.

Firewall or Security Software:

• Ensure that any firewall or security software on your computer isn’t blocking communication between your printer and the computer. Temporarily disable the firewall and test the scan feature again. If this resolves the issue, you may need to add an exception for your printer in the firewall settings.

Check for Scanner Settings or Conflicts:

• Open the Windows Control Panel > Devices and Printers.
• Right-click on your printer and select Set as default printer if it's not already.
• Check if any other scanning software might be conflicting with the HP software (like third-party scanner software). If so, disable or uninstall those programs and test again.

[Raj_05]

Check HP Smart Scan Settings:

• Open HP Smart and go to the Scan settings. Ensure that all configurations are set correctly.
• Sometimes, enabling or disabling specific scan features (like automatic crop or resolution) can cause the scanning process to fail. Try adjusting these settings.

Regarding the Universal Fax Driver Download Issue:

The error you're encountering with the Universal Fax Driver could be due to a temporary issue on HP's website or a browser-specific problem. You can try the following:

• Clear Your Browser Cache: Sometimes clearing your browser's cache and cookies can resolve download issues.
• Try a Different Browser: If you are using one browser, try a different one (Chrome, Edge, Firefox).
• Download via HP Support Assistant: If the download via the website continues to fail, try using HP Support Assistant (if installed) to automatically detect and install the necessary drivers and software.

I hope this helps.

Take care and have a good day.

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!

Alden4

HP Support 

[davef41]

Thanks for helping. I did go to the uninstall programs and there were only 2 that were hp related. One something about HP google something and another about dropbox. I thought there would be more than that. What should I be seeing and how is the computer and printer working for printing documents wirelessly without more there?  I uninstalled both of them, the items that mentioned Google and drop box. Tried another scan, but it's doing the same thing.

Sorry I'm so much trouble. I'm sure it would be much easier if I wasn't "computer challenged".

[Raj_05]

Hi @davef41,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your 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.

I hope this helps! Keep me posted.

Alden4

HP Support