Officejet Pro 6978 stopped scanning from the glass to my Mac Ventura

[Clw51]

This printer is 4 years old. It has worked perfectly with my Mac Ventura 13.5.2 up until now. It still prints/copies fine but I tried to scan a document from the glass to my computer using my Mac Systems Settings>Printers and opening the scanner there, which is the way I have been doing it for 4 years, and it keeps saying "Unable to Communicate with the selected device". I have been to the help site and downloaded the HP Smart App. I have restarted my Mac and the Printer and still  my computer is unable to communicate with the device. I have tried downloading the latest software and still no luck. My HP Utility is saying the same thing, it cannot communicate with the selected device.

The odd thing is that I can get it to scan ONLY using the HP Smart App scan feature on that app. It will not scan from anywhere else. Not even the Printer screen. Is this printer getting old and worn out or is there a fix for this? I am at a loss. Thank you for your time and help.

[Nal_NR]

Hi @Clw51,

Welcome to the HP Support Community. 

I'd like to help!

I appreciate your efforts in trying to resolve this issue by performing the necessary troubleshooting steps.

This might require one-on-one interaction to fix the issue, as the printer may need to be checked.

I would request you to contact our HP Support Engineers who should be able to sort this out.

For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

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