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Guidelines
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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‎09-30-2022 08:39 AM

HP Recommended
Product: HP OfficeJet Pro 6978 All-in-One Printer
Operating System: macOS 10.13 High Sierra

HP Smart App won't let me select scan.  It prints from MacAir laptop, so connection not the issue.  No error messages, just won't respond.

Category:
1 person had the same question
1 REPLY 1

‎10-03-2022 05:39 AM - edited ‎10-03-2022 05:39 AM

HP Recommended

Hi @whom-ever,

 

Welcome to the HP Support Community

 

I understand you are facing a scan-related issue with your HP OfficeJet Pro 6978 All-In-One Printer. Not to worry I will help you to get a resolution to resolve the issue.

 

Let's perform a power drain: 

  • With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
  • Remove the USB cable, if present.
  • Wait for 2-3 minutes, and press and hold the power button on your printer for about 30 seconds to remove any additional charge.
  • Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
  • Turn on the printer and wait till the warm-up period finishes and the printer is idle

Uninstall HP Smart and reinstall:

 

  • Click Finder, and then click Applications. In the list of apps, click and drag the HP Smart app to the Trash at the end of the dock.
  • Go ahead and Update the software on Mac 
  • Restart PC
  • Once the PC is turned back and idle, download HP Smart 
  • Once installed, check if you are able to access the app.

Update the printer firmware 

  • Click here to download and install the latest printer firmware from your product
  • Click here to know different methods of updating printer firmware.

If the issue persists, then you may go ahead and download and install the below software for Mac Operating System: Download HP Easy Scan ( Reference Video: Scan from an HP Printer in macOS )

 

Hope this helps! Keep me posted. 

 

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!


ANAND_ANDY
I am an HP Employee

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