scan upper tray

[Tom232Pen]

my hp printer 6978 will not scan upper tray

[Raj_05]

Hi @Tom232Pen,

Welcome to HP Support Community.  

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

If your HP OfficeJet Pro 6978 All-In-One Printer is not scanning from the upper tray, there could be several reasons for this issue. Here are some troubleshooting steps you can follow to try and resolve the problem.

• Check the Scanner Glass: Ensure that there are no obstructions or debris on the scanner glass of the upper tray. Even small specks of dust or dirt can interfere with the scanning process. Clean the glass with a lint-free cloth if necessary.
• Verify the Paper Tray: Make sure that the upper tray is properly loaded with the correct size and type of paper. The scanner may not work if it detects a paper jam or if it's not sensing paper correctly.
• Check for Error Messages: Look for any error messages or notifications on the printer's display panel. These messages can often provide clues about the specific issue.
• Restart the Printer: Sometimes, a simple power cycle can resolve scanning issues. Turn off the printer, unplug it from the power source, wait for a minute or two, and then plug it back in and turn it on.
• Update the Printer Software: Outdated printer software or drivers can lead to scanning problems. Visit the HP website and download the latest software and drivers for your OfficeJet Pro 6978 printer.
• Reinstall the Printer: If updating the software doesn't help, you can try uninstalling and then reinstalling the printer software on your computer. This can sometimes resolve communication issues between the computer and the printer.
• Check for Firmware Updates: Ensure that your printer has the latest firmware installed. Manufacturers often release firmware updates to address known issues and improve performance.
• Reset the Printer: As a last resort, you can perform a factory reset on your printer. However, be aware that this will erase any custom settings, so only do this if other solutions have failed. The steps for a factory reset can usually be found in the printer's manual or on the HP support website.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support