Can't scan on HP OfficeJet Pro 6978

[hedera]

I scan from my desktop to this printer all the time.  Today I tried and it said, HP Scan is “unable to communicate with the scanner.”  I ran the print-and-scan doctor; we've tried the unplug-and-reboot solution twice.  Infuriatingly my husband can scan to the same printer.   I tried the Virtual Assistant but it couldn't deal with a printer connected to the LAN via Ethernet, it only understands USB and wireless.  The Scan Doctor tests were all green except the driver test says “Scan driver is unable to communicate with the product.”  Also the Windows (WIA) scan has a blue circle with the icon of a wrench and no explanation.

My take is I need a new driver but which driver?  There's a whole list of them.  Device manager on my computer says I have all the latest drivers for both printers.  Well, I have 1 printer, but when we went to Instant Ink, they installed a second copy of the same printer.  I'd be inclined to install the All-in-one Print and Scan Driver and Accessories, but it's dated April 2018 which I'm pretty sure predates our purchase of the OfficeJet.  Any suggestions?

[Mans]

@hedera 

Hello,

In order to solve this incident, please check the Windows Image Acquisition (WIA) service to see if it is working properly by doing the following:

1. On the keyboard, press the Windows flag and the R key simultaneously. The Run window opens.
2. Type services.msc and OK. The Services (local) window opens.
3. Double-click on Windows Image Acquisition, then click on the Log On tab.
4. Check Local System Account and Allow service to interact with desktop.
5. Click on the Dependencies tab and check that Remote Procedure Call (RPC) and Kernel Hardware Detection exist in the first window.
6. Click on the General tab, and restart the service by clicking on Stop, then Start.
7. Close the Services window.
8. Try to scan.

If the Kernel hardware detection dependency does not exist, please add it as follows:

1. Simultaneously press the Windows flag and the R key. The Run window opens.
2. Type regedit, then OK. The registry editor opens.
3. Expand HKEY_LOCAL_MACHINE, then SYSTEM, CurrentControlSet, Services and select StiSvc.
4. In the right pane double click on Depend on service.
5. You will find RpcSs, just add ShellHWDetection underneath, then press Enter and then click OK.
6. Close the registry editor.
7. Try to scan.

If the issue persists, please follow the following procedure:
1. Uninstall printing software:

1. Unplug the USB cable at the back of the printer, if necessary.
2. On the keyboard, simultaneously tap the Windows flag and the R key. The Run window opens.
3. Type appwiz.cpl, then OK. The Programs and Features window opens.
4. Click the right mouse button on HP OfficeJet Pro 6970 series Basic Device Software, then Uninstall and Yes.

   Note: If the software uninstall process does not start or an error displays while uninstalling, download Fix problems that block programs from being installed or removed from the Microsoft website, and then try uninstalling again.

5. Follow the instructions on the screen to complete the uninstall of the printer.
6. Restart the computer.

2. Launch the registry editor:

1. On the keyboard, simultaneously tap the Windows flag and the R key. The Run window opens.
2. Type regedit, then OK. The registry editor opens.
3. Develop HKEY_LOCAL_MACHINE, then SOFTWARE, click with the right mouse button on Hewlett-Packard and Delete. (If the PC is HP-branded, develop Hewlett-Packard and remove Digital Imaging)

3. Delete the HP OfficeJet Pro 6970 series folder in the way:

• C: \Program Files\HP
• C:\Program Files (x86)\HP

4. Rename folder 3 in 3_old in the path below (a restart may be required):

• C:\Windows\System32\spool\drivers\x64.
• C:\Windows\System32\spool\drivers\W32X86.

NOTE: If the file refuses this action do as follows:

• On the keyboard, tap the Windows and X keys simultaneously.
• Click Windows PowerShell (Admin), and then Yes.
• Type net stop spooler, then press Enter.
• Rename the file.
• Type net start spooler, then tap Enter.

5. Launch a new the printer installation with the HP OfficeJet Pro 6970 series Full Drivers and Software.

6. Try to scan and printing.

In case of need, please do not hesitate to contact us.

Best regards,

[hedera]

Thanks so much for a detailed suggestion.  It's taken me this long to find time to get to it.  Today I did your first recommendation, found that Kernel Hardware Detection didn't exist in the first window, and went on to option 2.

In Option 2 I went into the Registry and when I got down to HKEY_LOCAL_MACHINE > System > Current Control Set, I find that my registry doesn't have a top entry for Services.  The entries include ServiceAggregatedEvents, ServiceGroupOrder, and ServiceProvider.  None of those entries had StiSvc as a subcategory.  Now what?  Should I back off the change I made in the first round and just go on to reinstall the software?

[Mans]

@hedera 

Thanks for your return,

I have never recommended that you touch these "ServiceAggregatedEvents, ServiceGroupOrder, and ServiceProvider" registry entries, so please do not touch this.
Please proceed to the steps of uninstalling and reinstalling the printer.

If the issue persists, please restart the printer, computer, and router for solve this problem.

1. Turn the printer off, and then wait 10 seconds.
2. Disconnect the printer power cord from the printer.
3. Turn off the computer or the device you are trying to print from.
4. Connect the printer power cord to the printer, and then turn on the printer.
5. Disconnect the power cord from your wireless router, and then wait 30 seconds.
6. Reconnect the power cord to the router.

    NOTE: Wait until internet service is restored. Internet service is interrupted while the router is off.

7. Wait at least 3 minutes, then turn on the computer.
8. Try to scan and printing.

Do not hesitate to contact us in case of need.

Best regards,

[hedera]

In fact, you're right - I somehow missed the Services category, but my husband worked on my box and found it.  He made the changes and it didn't help.  He then followed your instructions for uninstalling and reinstalling the printer, and it still won't scan from my computer.  It will scan from his computer.

We did go ahead and follow your latest instructions, and I still get Unable to connect with the scanner.  This is only from my system.  (I also had to reinstall the printer driver, now I can at least print.)  Per my problem diary, I first had this problem on Nov. 29, 2019, and as I recall my husband had to scan a document for me then.  Was there some Windows 10 update around that time that could be causing this?  And if so why isn't it causing my husband's system to fail to scan?

[hedera]

I just want to record that I've given up on trying to get HP software to work, and gone back to VueScan x64, for which I bought a license in June 2013, the last time HP printer software couldn't be made to work with my then all-in-one color inkjet, I forget the model.  I spent a month, installing, reinstalling, following detailed lists, and I never could get the scanner to work.  I gave up and spent the $80 on VueScan x64 Premium, which worked like a charm on the old printer, and worked like a charm on the OfficeJet the minute I tried it.  I refuse to spend any more time following detailed HP instructions that will never work.