scanner stopped working

[tns17]

printer stopped scanning, then downloaded driver and scanned once, then stopped scanning.  can print from scanner but not scaN

[Anand_Andy]

Hi @tns17,

Welcome to the HP Support Community

I understand you are facing a scan-related issue with your HP OfficeJet Pro 6978 All-In-One Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist you better:

• When was the last time you were able to scan fine?
• Does the copy work fine?
• Were
•  Were there any updates done to the printer?
• Which application are you using to scan on your PC?
• Have you tried using HP Smart app to scan?
• Are you able to scan from any other device?

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware:

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, please follow the below steps:

Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

1. Download HP Print and Scan Doctor.
2. Run HPPSdr.exe from the download location on your computer.
3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
4. Select Fix Scanning
5. Once the diagnosis is completed, try scanning.

Use HP Scan and Capture For Windows Operating System: 

• Download HP Scan and Capture (Reference document: Using the HP Scan and Capture App )

Hope this helps! Keep me posted. 

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