Recently my HP computer no longer can find the Scanner on my HP All In One 6968

[tmacks]

Recently my HP computer no longer can find the Scanner on my HP All In One 6968

[Irfan_06]

Hi @tmacks,

Welcome to the HP Support Community.

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

I understand you're experiencing an issue with scanning on your printer.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Are you able to make a copy on the printer standalone? (Place an original document on the scanner glass and make a copy to confirm hardware is working fine)

To understand the issue and help you, please share the details listed below:

- Error messages or Blinking lights (if any) on the unit. / - Is the error message on the printer control panel or the printer application?

- May I know which application are you using to print or scan?

- When was the last time your printer was able to scan?

- Were there any changes made to your printer recently?

- May I know which devices are you using to print eg: Windows PC, Mac, or Smartphone (Android or iPhone)?

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

Take care and have a great day ahead!

Irwin6

HP Support

[tmacks]

Thank you for replying.  Yes, I can place a document on the flatbed and it prints.  And i can print from the computer using the wireless connection.  But, the computer doesn't look like it can find the scanning feature using the wireless connection. I've run several support tests from HP Support but doesn't seem to help. Hoping the screenshot attached helps.  Thank you.

[Irfan_06]

Hi @tmacks,

Thank you for sharing the above information and please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, uninstall the printer software by following the steps from this link and restart the devices.

D) Install the printer software by clicking on the link again and let me know if that resolves the issue.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[tmacks]

I cant get it to work.  I did the power drain and updated the firmware.  I get conflicting messages, it shows the firmware is up to date, but in the HP Support settings it shows the printer is offline.  I may just do as much as i can without a scanner and eventually go buy a different printer.  Thank you for your help though.

[Irfan_06]

Hi @tmacks,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Please follow the steps below to connect your printer to the network again.

1) Uninstall the HP smart app by click on this link, Restart the computer or mobile device to clear possible error conditions.

2) Enable Wi-Fi setup mode: When you turn on your printer for the first time, it is temporarily placed in Wi-Fi setup mode so that it can be discovered during setup. Use the printer control panel to restore Wi-Fi setup mode, and then set up the printer again. Go to Restore Wi-Fi setup mode on your HP printer for more information.

3) Refer to this link to use the HP smart app on your phone/tablet/PC to add a printer.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day. <br />Irfan_06 – Moderator.

HP Support

[tmacks · Accepted solution]

Finally got it working.  I uninstalled all HP printer programs on the PC.  Then I had my PC look for the All in One again via the wireless connection and it found it and made the connection as a copy since there was already an existing connection.  Then I deleted the existing connection and the PC was able to find the scanner feature using the new connection.   Thank you.