officejet pro 6978 scanner and copying quality failure

[Tomahawk5]

When I attempt to copy or scan on device it only prints a streaked or black image on the paper.  Since it functions there is no error message.  Printing from applications seems to be operating just fine.  It almost seems like the light bar in the scanner is not working properly, even though there is light.  Ran all the diagnostics and no problems found, there is plenty of ink, and no error messages display.  Other than buying a new printer, what can I do.  Thank you.

[sandytechy20]

@Tomahawk5

Welcome to HP support community.

Printers with a flatbed scanner and lid

1. Turn the printer off, disconnect the power cord, and then lift the scanner lid.

2. Spray a soft lint-free cloth with glass cleaner.

      CAUTION: 

   To protect interior printer parts, do not spray cleaner directly on the glass or lid.

3. Wipe the main scanner glass, glass strip, and the white backing and automatic document feeder (ADF) strip under the lid until clean, dry, and streak-free.

4. 1. 

      White scanner lid backing

   2. White ADF scanner lid strip (if present)

   3. Glass ADF scanner strip (if present)

   4. Main scanner glass

5. If any debris remains stuck to any parts, use your fingernail to scrape it off, and then wipe the area again.

      CAUTION: 

   Do not use a hard or sharp tool that can scratch the printer parts.

6. Reconnect the power cord to the printer, and then try making a copy.

You can refer this HP document for more assistance:- Click here

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Tomahawk5]

Thank you for your advice, but it made no difference to the problem.

Tomahawk 5

[sandytechy20]

@Tomahawk5

This could be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.