my scanner keeps going off when I try to get a doc to scan it will not scan HP Office Jet Pro 6978

[Wave-D2]

my scanner keeps going off when I try to get a doc to scan it will not scan HP Office Jet Pro 6978

[Nal_NR]

Hi @Wave-D2,

Welcome to the HP Support Community. 

I'd be happy to help you! 

If your HP OfficeJet Pro 6978 scanner is not working and keeps turning off when you try to scan a document, here are some troubleshooting steps to help you resolve the issue:

Step 1: Check Connections

1. Ensure Power Supply:
   • Make sure the printer is plugged in securely and that the power outlet is functioning.
2. USB/Wireless Connection:
   • If you are using a USB connection, ensure the cable is securely connected. For wireless connections, verify that the printer is connected to the same Wi-Fi network as your computer.

Step 2: Restart Devices

Restart Printer:

• Turn off the printer, wait for about 30 seconds, and then turn it back on.

Restart Computer:

• Restart your computer to refresh the connection.

Step 3: Update Drivers

1. Check for Driver Updates:
   • Visit the HP Support website and download the latest drivers for your OfficeJet Pro 6978.

Step 4: Check for Error Messages

1. Look for Error Messages:
   • Check the printer's control panel for any error messages or alerts that might indicate what the problem is.

Kindly check the next steps in the next post.

Hope this helps! Keep me posted for further assistance

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

[Nal_NR]

Hi @Wave-D2,

Please find the next steps below. 

Step 5: Reset Printer Settings

1. Factory Reset:
   • If the issue persists, consider performing a factory reset on the printer. This can usually be done through the printer's settings menu:
     • Go to Setup > Printer Maintenance > Restore Factory Defaults.

Step 6: Use HP Smart App

1. Scan Using HP Smart:
   • If you have the HP Smart app installed, try scanning through it. Open the app, select the printer, and try scanning a document to see if that works.

Step 7: Check for Paper Jams

1. Inspect for Paper Jams:
   • Make sure there are no paper jams or foreign objects in the printer that could be causing it to malfunction.

By following these steps, you should be able to identify and resolve the issue with your HP OfficeJet Pro 6978 scanner. If the problem persists, there might be a more significant hardware issue that needs to be addressed.

If none of the above steps work, consider contacting HP Phone Support for further assistance.

Hope this helps! Keep me posted for further assistance

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