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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5068
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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I am unable to SCAN. I get a message on my computer that the

Customer Question

I am unable to SCAN. I get a message on my computer that the printer has detected a problem and ,on the printer screen, it says the printer is not connected to the computer. the printer is an office jet pro 6978.
JA: Can you guesstimate how old your OfficeJet is? And just to clarify, what's the exact model?
Customer: The printer is one month old.. model is HP OfficeJet pro 6978
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: I have a MackBook pro... operating system is Mac OS Sierra
JA: How long has this been an issue? What happened right before this popped up?
Customer: On day. i think I made an error in pressing the scan button on the printer scree.
JA: Anything else you want the printer expert to know before I connect you?
Customer: NO
Submitted: 9 days ago.
Category: Printers
Expert:  Electronics Pete replied 9 days ago.

Hi, I'm Pete. Welcome to JustAnswer! I'm reviewing your question now, and will post back with your reply ASAP.

Expert:  Electronics Pete replied 9 days ago.

Did the scanner work ok previously?

Is the printer connected to the MacBook with a wire, or wirelessly?

Customer: replied 9 days ago.
The printer works (I just printed a document) it is wireless
Customer: replied 9 days ago.
No. Just tell me what to do.
Expert:  Electronics Pete replied 9 days ago.

You can ignore any automated offers that may pop up.

Did the scanner work ok previously, or are you trying to scan for the first time?

Customer: replied 9 days ago.
Can you tell me how to fix the problem? If no, please refund the $5.00 charge.
Customer: replied 9 days ago.
Please respond!
Customer: replied 9 days ago.
Are you still on line? Please respond.
Customer: replied 9 days ago.
I give up. Please refund the $5.00 charge. I am closing out the chat session now.
Expert:  Electronics Pete replied 9 days ago.

I have asked you a question twice and you still have not given me an answer so I cannot tell you how to fix the problem until you give me the required information!

Again, for the third time, I need to know:

Did the scanner work ok previously, or are you trying to scan for the first time?