My HP Pro 6978 has a line when scanning but not when copying. Have cleaned scanner bed.

[Irene_69]

My Hp Office Jet Pro 6978 is producing a line vertically  on the page when scanning.  this line does not appear when copying or when printing.  Scanner bed cleaned. No difference, still have the line. 

[Raj2111]

Hi @Irene_69 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

here are a few more steps you can take to troubleshoot the issue:

1. Check for Streaks or Dirt on the Scanner Glass

Even though you cleaned the glass, it's possible that something was missed, or there's an unseen smudge that could cause a line to appear when scanning.

• Power off the printer.
• Clean the scanner glass again using a lint-free cloth and a small amount of water or glass cleaner (make sure the cloth is just damp, not soaking wet).
• Don't forget to also clean the white strip (usually along the edge of the scanner glass) as dirt here can also cause scanning issues.

2. Inspect the Scanner Sensor (LED Array)

The issue could be caused by a problem with the scanner's sensor. Here's what you can try:

• Power off the printer and unplug it.
• Open the scanner lid and look inside for any visible dirt, smudges, or damage to the scanner light (the LED bar or the sensor area).
• You can gently wipe the sensor or light bar with a soft, lint-free cloth.

3. Run the Printer's Built-In Diagnostics

Your HP printer has a diagnostic tool that can help detect and fix issues related to printing and scanning. Here's how to use it:

• Open the HP Smart App on your computer (or use the printer's control panel if you prefer).
• Go to the Troubleshooting section and select the Scanner diagnostic tool.
• Follow the prompts to check for issues related to scanning and ensure all functions are working correctly.

4. Perform a Printer Reset

Sometimes resetting the printer can help clear any internal issues:

• Turn off the printer and unplug it from the power source.
• Wait for 1-2 minutes to allow the printer to reset.
• Plug it back in, turn it on, and try scanning again to see if the line persists.

5. Test the Scanner in Safe Mode

Testing the scanner functionality in Safe Mode (on your computer) can rule out any software issues. Here's how to test:

• Disconnect the printer from the computer.
• Restart your computer in Safe Mode (press F8 or use the advanced boot options depending on your Windows version).
• Reconnect the printer and try scanning in this mode.

6. Update the Printer Drivers

Outdated or corrupt drivers can sometimes cause scanning issues:

• Go to the HP Support website and check for any driver updates for your HP OfficeJet Pro 6978.
• Download and install the latest version of the drivers for your printer.
• After the update, try scanning again.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support