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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
Locked

‎01-06-2024 02:03 PM

HP Recommended
Product: HP OfficeJet Pro 6968 All-in-One Printer

the scanner quit working.

i can print with no problem

Category:
1 person had the same question
3 REPLIES 3

‎01-09-2024 05:01 AM

HP Recommended

Hi @kwlong,

 

Welcome to the HP Support Community. 

 

I'd be happy to help you! 

 

I recommend you to perform the below steps to isolate the issue and arrive at a solution: 

  1. Please try to make a copy from the printer and check. If the copy also has streaks then please continue to perform the below steps.
  2. Disconnect the power cable from the printer while the printer is still ON.
  3. Disconnect any other cables if connected to the printer.
  4. Press and hold the printer’s power button for 15 seconds.
  5. The printer should be directly connected to the wall outlet and not to a surge protector. Reconnect the power cable to print and the printer should power ON by itself.
  6. If the printer doesn’t power ON then please manually power it ON.

 

Use our Print and Scan Doctor app to resolve scanner issues. Click here

 

Hope this helps! Keep me posted for further assistance.
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Elohi_NR
I am an HP Employee
Was this reply helpful? Yes No

‎01-09-2024 01:00 PM

HP Recommended

I found that  when I connected the printer to a physical cable I could scan from my computer.

I saw that there is a critical firmware update to do.I will try that to see if that fixes the problem.

Thanks for your input.

What has happened to HP support?

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‎01-10-2024 04:37 AM

HP Recommended

Hi @kwlong,

 

Really appreciate it and keep me posted. 

 

We are an HP Support Community.

Elohi_NR
I am an HP Employee
Was this reply helpful? Yes No
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