Office Jet 6978

[claryal]

Office Jet 6978 connected via USB works fine as a printer.  The scan function will create only a pdf on a thumb drive.  When I try to scan using WinScan or HP Scan neither works - they give a message that the printer/scanner is not connected via USB.  Why does it work in print mode but the scan tools don't recognize it?  Also, printer is available under Devices and USB,  OS is Win 10.

Is there a better scanner s/w package that would enable scan to PC, size and file type personalisation?

thank you

[Raj1788]

@claryal

Thank you for joining the HP Community

Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor.

1. Download HP Print and Scan Doctor.

2. Run HPPSdr.exe from the download location on your computer.

3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.

   • If your printer is not in the list, turn it off and on and then click Retry.

   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.

4. If a screen prompts you to turn on printer updates, click Yes.

5. If a screen prompts you to make your printer the default printer, click Yes.

6. Try to print.

If the issue persists, I recommend you delete the driver at the root level and Install the drivers, follow the steps below:

Remove the USB if connected

1.) In Windows, search for and open Programs and features 

2.) Select your HP Printer 

3.) Select Uninstall 

4.) In Windows, search for and open Devices and printers 

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose `Delete' or `Remove Device' 

6.) Open up the run command with the "Windows key + R" key combo. 

7.) Type printui.exe /s and click Ok. (Note: there is a space in between "printui.exe" and "/s") 

8.) Click on the "Drivers" tab 

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers 

Then, Click on this link: https://support.hp.com/in-en/drivers/selfservice/swdetails/hp-officejet-pro-6970-all-in-one-printer-... to download and install the HP OfficeJet Pro 6970 All-in-One series Full Feature Software and Drivers.

Try to print.

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[claryal]

Raj, had tried most of what you suggested already.  Finally found a solution using Win Fax and Scan under the Windows accessories lable.  This s/w worked just fine with no changes.  Not sure why HP Smart and WinScan did not work when both USB and Devices (control panel) indicate the printer is present and functioning properly.  The Doctor program also provided a "perfect scan" when I ran it on the printer.  Its a strange situation but it is resolved.

Regard,  HP retired, Al Clary

[Raj1788 · Accepted solution]

@claryal

I'm glad to hear you found the solution you were looking for.

Thanks for taking the time to let the community know about the solution!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[Governer1]

My HP Office jet pro, will not print black... model 6978    have also changed the black cart.. several times.. HELP

[Betty0610]

@Governer1

Welcome to the HP Support Community.

Does this also happen while copying?

Let's align the Printer:

Aligning the printhead can resolve errors with Test Pattern 1.

1. Load plain white paper in the input tray.

2. From the printer control panel, open the Setup  menu.

3. Open the Printer Maintenance or Tools menu.

4. Touch Align Printhead.

   An alignment page prints.

If the issue persists, please perform the remaining steps from this document: https://support.hp.com/us-en/product/hp-officejet-pro-6970-all-in-one-printer-series/8289585/model/1...

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!