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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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Microsoft Windows 10 (64-bit)

HP Officejet Pro 6978 all-in-one and HP Pavilion laptop. Recently had laptop "cleaned" due to hacker caused problem getting laptop to function. Printer already connected to laptop and iPhone. I Can print from both and do ID print function. But get this message when trying to scan:   "The scan could not be completed. Make sure the computer is connected to the printer then try again."  I have gone through all steps and have confirmed computer and printer are connected. Still cannot scan.

1 REPLY 1
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Hi @jdalandry,

 

Welcome to the HP Support Community. 

 

I'd like to help!

 

Can you download and install the FULL feature printer software from HP for your operating system: Click here

 

Once you have downloaded and installed the FULL feature software, you will be able to print and scan.
 

Alternatively, have you tried to power cycle the printer, computer, and router?

 

Sometimes, it's just a momentary disconnection.

 

If all else fails, then a reinstall might help to resolve issues.

 

Remember to delete the current software (drag to trash) before reinstalling.

 

Switching off and switching on the printer should not cause any issues with the printer.

 

That's one way to determine i your printer can connect back to the network.

 

Sometimes, the router can act weird after a long time (since it's perpetually "on").  Resetting (switching off and on the router) helps, so that might be the case for your printer.


Hope that helps.

Keep me posted for further assistance.
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!

Elohi_NR
I am an HP Employee
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