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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).
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‎10-18-2020 05:50 PM

HP Recommended
Product: Office Jet Pro 6978
Operating System: Microsoft Windows 8.1 (32-bit)

The scanner on my 6978 quit working. I have Parallels/Windows 8 on my iMac and tried the HP printer/scanner repair tool on Windows 8. HP does not make the same tool for iOS. I can print from both Windows and iOS, but the repair tool cannot connect to the scanner. The printer/scanner is on an Ethernet network. I can't find updated downloads for the 6978 for iOS. When I run out of ink for the HP printer I am going to trash it and get an Epson. Epson has much better support.

Category:
1 REPLY 1

‎10-22-2020 01:27 PM

HP Recommended

@Mickey_Roman

 

I reviewed your post and I understand that you are facing issues scanning.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

Are you able to make a copy?

Are you getting any error when you scan?

Having you install the full feature software on your Windows computer?

 

Meanwhile, I recommend you follow the below steps and check if it helps.

 

  1. 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. 
  2. Remove USB cable, if present. 
  3. Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge. 
  4. 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. 
  5. Turn on the printer and wait till warm-up period finishes and the printer is idle.

 

Let me know how it goes and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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