Officjet Pro 6978 scanner only works if scanning from the computer

[scbauml]

Our 6978 only scans if you go through the scanner app on the computer. But if you try to put the paper in and hit scan to computer it takes a bit and then comes up saying the printer is not connected. Even though it was selected from the list of USB connections. It is connected via USB.

Error says connection unsuccessful. Then tells me to connect the computer.

It is connected via USB. 

[A_Gayathri]

Hi @scbauml,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with your HP OfficeJet Pro 6978 is having trouble with the scan-to-computer feature, even though it's connected via USB. Here are a few troubleshooting steps that might help resolve the issue:

Check USB Cable and Port:

• Make sure the USB cable is securely connected to both the printer and the computer. Try a different USB port on your computer to rule out any potential issues with the port itself.

Update or Reinstall Printer Drivers:

• Sometimes, outdated or corrupted drivers can cause issues with USB connections. Try updating the printer drivers or uninstalling and reinstalling them.
  • Visit the HP support website to download the latest drivers for your printer model.

Check Windows Settings for Scanner:

• Open Control Panel > Devices and Printers, then right-click your HP OfficeJet Pro 6978 and choose Scanner Properties. Ensure that the scanner is enabled for use with Windows.

Reset the Printer:

• Turn off the printer and unplug it from the power source for about 30 seconds. Plug it back in and power it on to reset it, and then try scanning again.

Ensure HP Scan Software is Installed:

• Make sure you are using the correct HP software for scanning, such as the HP Smart app or the HP Scan software. Sometimes, the default scanning tool doesn't recognize the USB connection correctly.

Check Windows Scan Settings:

• If you're using Windows Scan, ensure that the settings are configured properly. Go to Start > Windows Scan and check the settings for the scan-to-computer feature.

Reconfigure Scan-to-Computer:

• Open the HP Scan Software or HP Smart app on your computer and reconfigure the scan-to-computer option. If it was previously configured, it might help to remove and re-add the settings to reset the connection.

Disable Firewall or Antivirus Temporarily:

• Sometimes, firewalls or antivirus programs can block the communication between the printer and the computer. Temporarily disable these and check if the scan-to-computer function works.

I hope this helps. 

Take care and have a good day.

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[scbauml]

Unfortunately, these are the things i had already tried.

Thank you for your response.