scan tool not working

[Mrs_kepler]

my scanning tool stopped working. The scan will work with the HP Smart but the scan is very slow. 

I have another scan tool which I believe is HP as well which is must faster. The scan stopped working for some reason.

I have attached photos of the scan pin and also an alert which I noticed. I don't know if they are related. Shows my printer is out of warranty. 

[Dragon-Fur]

@Mrs_kepler 

Welcome to the HP Community Forum.

Your images were removed from public view to protect your privacy. 

What?

No private information should be posted in our Community -- we are a very public resource.

Next...

The scan icon in the Taskbar cannot be used to judge whether the software is actually functional.

The icon is essentially a shortcut and does not itself contain enough information to determine what else is going on.

If HP Smart is working but slow and HP Scan (that icon in the Taskbar) does  not work,

Try / Consider starting here:

Restart Everything, including the router that controls your network

No Joy?

Check the HP Smart application and (separately) check the Printer Software

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HP Smart - Windows

Consider

Check / Run Windows Updates > Install any pending updates

Next - If not yet done:

Restart everything, including the router that controls your network.

Next,

Open and Check HP Smart

If the HP Smart opens but does not work or hangs partly open > Close the HP Smart App.

If you cannot stop HP Smart, Restart the computer and log in > Do not restart HP Smart yet.

No Joy?

Reset HP Smart Application - Windows

Next,

Reset the HP Smart application - This action removes the app data.

Windows 10 -

Settings > Apps > Apps and Features

Windows 11 - 

Settings > Apps > Installed Apps

Search and Find HP Smart in the apps list

Open Advanced options > Reset the app

Restart the computer and log in

Open HP Smart > Sign in > Add Printer(s)

HP_Smart_Win_Apps-and-Features_ Reset_4

If the app Reset does not work by itself,

Next,

Uninstall the HP Smart App from Settings > Apps > Apps and Features / Installed Apps

Restart the computer and log in

“Get” a new copy of the HP Smart application from the Microsoft Store

Open HP Smart > Sign in > Add Printer(s)

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Printer Software - Windows

Because the icon in the Taskbar is naught more than a pointer to presumably installed printer software, the icon cannot be used to fix any problems with the printer software.

If you have not done so,

Try / Consider

Uninstall the full driver printer software from Programs and Features

Restart computer and log in

Install the Full Feature Software / full driver printer software.

Restart computer and log in

>>> Full Feature Software - Web Pack Installation Package - Information and Download <<<

HP OfficeJet Pro 6970 All-in-One Print and Scan Driver and Accessories 

Details...

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Basic Instructions - Install the Full Feature Software / Full Driver printer software

Preparation

• If the printer software is still / already installed, Uninstall the printer software  from Control Panel > icon view > Programs and Features > Restart the computer and log in – Reference Uninstall HP printer software and drivers

NOTE:  If the printer also installs Help files - Uninstall the printer help file package from Programs and Features when you are uninstalling the main printer software.

• >>> After the printer software is uninstalled, check that the printer is not still lurking in Devices and Printers.  If the printer is listed, Right-Click on the printer and "Remove" > Restart the computer and sign in.

Continuing

• If using VPN, shut it off to install software.  NOTE >> If you don’t know what this is, you are not using a VPN – ignore this part.

• Reminder:  If using USB cable between printer and computer, disconnect the cable before installing software.  Later... Connect the cable when instructed (near the end of the installation procedure).

• Observation:  It is possible (assuming your Wireless Network is stable) that using a Wireless connection to install the printer software might work better than using an Ethernet Connection.   Personal choice - the Wireless connection method is recommended when you face insurmountable issues installing the software.

Installation

• Download and Save the Full Feature Software Web Pack installation package or the Easy Start Software
• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”
• If using a USB printer cable to connect the printer to the computer, connect the cable when instructed to do so, near the end of the installation procedure
• After the software is installed, Restart the computer and log in

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References / Resources

Example - Windows - Full Feature Software - Installed

Programs_and_Features_Printer_Desktop_Icons_9

HP Printer Home Page - References and Resources

Learn about your Printer  - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

Open

HP OfficeJet Pro 6978 All-in-One Printer 

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