Scanner won't display "Save", "Email", etc., after it's done scanning

[XHoosier625]

As of a couple of days ago, when I scan a document, the scanner seems to work fine as always.  When it's done, and you hear the little "ding", normally the dialog box on the computer changes to give options to "Save", "Email", etc.   That no longer happens!    The display stays the same as it appears when the pages are scanning.

[Nal_NR]

Hi @XHoosier625,

Welcome to the HP Support Community. 

I'd be happy to help you! 

If your HP OfficeJet Pro 6978 scanner isn't displaying the "Save" or "Email" options, try the following steps to troubleshoot and resolve the issue:

Step 1: Restart Devices

1. Restart the Printer:
   • Turn off the printer and unplug it from the power source.
   • Wait for about 30 seconds, then plug it back in and turn it on.
2. Restart Your Computer:
   • Restart the computer connected to the printer.

Step 2: Update Printer Software and Drivers

Check for Software Updates:

• Visit the HP Support website to download and install the latest software and drivers for your HP OfficeJet Pro 6978.

Use HP Smart App:

• Download and install the HP Smart app from the Microsoft Store (Windows) or App Store (Mac).
• Open the app and add your printer if it’s not already added.
• Use the app to scan and see if the options to "Save" or "Email" appear.

Step 3: Check Scanner Settings

1. Access Printer Settings:
   • On the printer control panel, go to Settings or Setup.
2. Review Scan Settings:
   • Ensure that the scan-to-email and scan-to-folder options are properly configured.
   • You may need to set up email settings with the correct SMTP server details if using scan-to-email.

Step 4: Use HP Scan Software

1. Open HP Scan:
   • On your computer, open the HP Scan software (it should be installed with the printer software).
2. Scan from the Software:
   • Use the HP Scan software to initiate a scan. Look for options to save or email the scanned document from within the software.

Step 5: Reset Printer Settings

1. Restore Factory Defaults:
   • On the printer control panel, go to Setup or Settings.
   • Select Printer Maintenance or a similar option.
   • Choose Restore Factory Defaults and confirm.
   • Note: This will reset all printer settings to their default state, so you may need to reconfigure some settings afterward.

Step 6: Check HP Scan Shortcuts

1. Set Up Shortcuts:
   • Open the HP Scan software on your computer.
   • Go to Scan Shortcuts and configure or check existing shortcuts for saving and emailing scanned documents.

Step 7: Reinstall Printer Software

Uninstall Current Software:

• Go to Control Panel > Programs > Uninstall a program and uninstall the current HP printer software.

Reinstall the Software:

• Download the latest version of the printer software from the HP Support website.
• Install the software and add your printer again.

By following these steps, you should be able to restore the "Save" and "Email" options on your HP OfficeJet Pro 6978 scanner. If the problem persists, contacting HP Support for further assistance may be necessary.

Hope this helps! Keep me posted for further assistance.

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