Unable to scan

[Dakinmo1]

I have an HP 6978 AOI Printer. Up until recently I was able to print and scan to it. Then suddenly, I could no longer use the scan function. I get the error message "communications unable to be established".   Why is this happening? How to I re-establish scanning functionality?

[Anand_Andy]

Hi @Dakinmo1,

Welcome to the HP Support Community

I understand you are facing a scan-related issue with your HP 6978 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 USB cable, if present.
• Wait for 2-3 minutes, 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 warm-up period finishes and the printer is idle

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.

Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with Printing and Scanning related issues

1. Download HP Print and Scan Doctor.
2. Run HPPSdr.exe from the download location on your computer.
3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
   • If your printer in not in the list, turn it off and on, and then click Retry.
   • If there is a scanning problem, follow the instructions in HP Print and Scan Doctor.
4. If a screen prompts you to turn on printer updates, click Yes.
5. If a screen prompts you to make your printer the default printer, click Yes.

Please install the HP Full-featured driver to enable the Scan to computer Option.

Once the download is completed, follow the onscreen instructions to finish the setup.

Enable Scan to computer

Open the HP Full-featured software by clicking on the printer icon on the desktop screen or by searching windows for HP Officejet Pro 6968.

Search Windows for HP > HP OfficeJet Pro 6968> double click to open the HP Printer assistant > Click on Scan

Click on Manage scan to computer 

Click on Enable > Check the box at the bottom > Close

Hope this helps! Keep me posted. 

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