Win 11 printer problems

[BA9111943]

My Hp OfficeJet Pro 6978 ceased to allow me to scan, but allowed me to print, upon my up date to Wundows 11. Please help?

[VikramTheGreat]

Hi @BA9111943,

Welcome to the HP Support Community.
 

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

Thanks for your message. When your HP OfficeJet Pro 6978 stops scanning but still prints correctly after updating to Windows 11, it usually means the scanning drivers or permissions didn't transfer properly during the upgrade.

Here's how to fix it step-by-step:

1. Uninstall the HP Software Completely

Sometimes old files or drivers conflict with Windows 11:

• Go to Settings > Apps > Installed Apps.
• Uninstall everything labelled HP OfficeJet, HP Smart, or HP Scan.
• Restart your PC.

2. Download & Install the Latest HP Full Software Solution

• Download driver from: HP OfficeJet Pro 6978 All-in-One Printer Software and Driver Downloads | HP® Support
• Download the “Full Feature Software and Drivers” (not just the basic driver).
• Install it and follow the on-screen instructions.
• Restart your computer once complete.

3. Use the HP Smart App (Recommended for Windows 11)

• Get the HP Smart app from: HP printer setup (HP Smart app) | HP® Support
• Open it and add your printer again.
• Try scanning through the app.

4. Run Windows “Scan” App as an Alternative

• Press Windows + S and type Scan, then open the built-in Windows Scan app.
• If your printer appears, you can scan directly from there.

5. Check Windows Services (Optional Advanced Fix)

If scanning still fails:

• Press Windows + R, type services.msc, and press Enter.
• Scroll down to Windows Image Acquisition (WIA).
• Make sure it’s running and set to Automatic.
  • If it’s not running, right-click > Start.

6. Reconnect the Printer via Control Panel

• Go to Settings > Bluetooth & Devices > Printers & Scanners.
• Remove the printer, then click Add a printer or scanner to re-add it using Wi-Fi or USB, depending on your setup.

I hope this helps.

Take care and have a good day.

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VikramTheGreat

HP Support