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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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‎08-01-2022 08:34 PM - last edited on ‎08-02-2022 10:17 AM by Retired

HP Recommended
Operating System: Microsoft Windows 10 in S Mode

one month old office jet pro 6978 does not scan any longer

1 person had the same question
1 REPLY 1

‎08-17-2022 02:35 PM

HP Recommended

Hi @cher1040,

 

Welcome to the HP Support Community

 

I understand you are unable to scan using your HP Officejet Pro 6978 printer. Not to worry I will help you to get a resolution to resolve the issue.

 

To assist better:

 

  • Are you able to make a copy?
  • How is the printer connected to your PC?
  • Have you tried scanning from a different application or device? 
  • What application are you using to scan?
  • Do you get any error messages on the screen while you try to scan?

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, then please follow the steps mentioned on this document: HP printers - No Scan Options message (Windows)


Try using HP Scan & Capture app a dedicated app developed by HP for scanning on Windows Operating System : 

Hope this helps! Keep me posted. 

 

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!


ANAND_ANDY
I am an HP Employee

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