Laserjet M28 Wireless connection

[London_Steve]

Hi

I have my MFP M28w wirelessly connected to two devices and until a few days ago my laptop. The laptop is now coming up with message that the device is not available. I have tried to reinstall but after the software and drivers are downloaded it only gives the option to complete the  install via USB - when I did try to complete via USB it would not recognise the USB connection. I have removed the device and followed a couple of HP solutions but still have the same problems. 

Any advice would be appreciated

Steve

[ShlomiL]

Hi Steve,

From your description, I would suspect you may incorrectly install the HP M28a printer which is a USB only model for that series.

Click the Start icon and then the Gear (Settings) icon, then press on Apps.

Type HP into the Search the list bar, remove any listed HP Basic Device M28 Software.

If there are several options listed, be sure to uninstall them all.

Click the Start button and type %temp% into the search bar, then open the shown Temp folder.

Open the latest HP installation folder which begins with 7z (e.g. 7zs1234)
Open the utils folder and then the x64 folder.

Launch RemovePreinstalledDrivers.exe and allow the process to complete.

Browse few levels up, back to the temp folder, and complete the above procedure for any listed folder which begins with 7z (e.g. 7zs1234), so this will ensure fully removing any installed version, repeat the same for each 7z folder which contains a utils folder as described.

Now reinstall the latest software and check for any difference:

https://ftp.hp.com/pub/softlib/software13/printers/LJ/M28/LJM28-M31_UWL_Full_WebPack_46.2.2636.exe

Please let me know the results,
Shlomi

[London_Steve]

Hi Shlomi,

Many thanks for your quick response however when I went through the re-installation step it continued to give only the option to install via USB. The printer shows in the devices as network connected but still the driver is unavailable. As I wrote in the original post - this printer was working for over a year correctly and it was only recently that it stopped working from the laptop while continuing to work from two other computers and my mobile phone.

Regards

Steve

[ShlomiL]

Thanks for the information, Steve.

While testing, I can successfully see a network option for the installation wizard when selecting a manual install:

Could you please let me know if you can see the same options when selecting Manual Install or not?

If you see any different screens, please include a screenshot of the exact screen you see so I may get any further ideas to try.

Shlomi

[London_Steve]

Hi Shlomi,

I dd not get the same screens as you. Following the extract and the start of the installation  the following screens are shown (I have ignored the screen about unpacking the printer).

I do not see the same screens shown in your previous message.

Regards

Steve

[ShlomiL]

Thanks for clarifying Steve, I do believe that this is due to a conflicting incorrect software installation as I thought.

Please carefully follow the below steps:

1. Click the Start button and select Settings (gear icon) once again.
2. Click Apps and type HP again.
3. Uninstall the HP Laserjet MFP M28-M31 Basic Device Software and the HP Laserjet MFP M28-M31 Help software.
4. Be sure to delete any such instance if there are several, I do suspect you may have more than 1 instance installed on your PC, as from your screenshot order it seems exactly as the order it should be shown when the HP Software is already installed.
5. Click the Start button and type %temp% into the search bar, then open the shown Temp folder.
6. Click CTRL + A or Select all and delete all the content within the temp folder.
7. Download and run below software, as soon as it extracts click No or Continue and Cancel to terminate it:
   https://ftp.hp.com/pub/softlib/software13/printers/LJ/M28/LJM28-M31_U_Full_WebPack_46.2.2636.exe
8. Click the Start button and type %temp% into the search bar, then open the shown Temp folder.
9. Open the HP 7z folder > utils > x64 > and launch RemovePreinstalledDrivers.exe, allow the black dialog to complete till it disappears.
10. Browse 3 levels up and delete the 7z folder.
11. Now download and reinstall the software using below drivers:
    https://ftp.hp.com/pub/softlib/software13/printers/LJ/M28/LJM28-M31_UWL_Full_WebPack_46.2.2636.exe

May you see any difference now?

Shlomi

[London_Steve]

Hi Shlomi,

Well the good news is that I could enter this manually as a wireless device. The bad news is that once completed it shows in the list of devices without a printer icon and still shows "drivers is unavailable". It does not show in the list of available printers when I try to print a document.

Regards

Steve