Scanner Function Not Detected -LaserJet Pro MFP M28a not detected on Mac computers but OK on Windows

[CHJP]

Good afternoon Shlomil,

I've read this thread, as I have encountered the same problem, ie not being able to scan with my Macs (printing ok).

One IMac has an older OIS: 10.8.5, one macbook pro: 10.12.6.

I downloaded the HP EasyScan, but I get an error message once I want to perform a test scan page. "the scanner reported an error.  - an error occurred while communicating with the scanner"

Nowhere does it mention that a particular OIS has to be installed to get the scanner to work on a mac. (Windows OK)

Any additional steps I could take to get this resolved ?

Many thanks in advance.

Christiane

[Edem91]

Hi ShlomiL,

I have the same problem with my MFP M28a. Can I have the firmware version FW2019-01-24? Because i try the latest versio. But it dosen’t work!

That will be very helpful for me to use fully the MFP M28a. Thank you!

[Mile_na]

Hello,

I am also experiencing similar problem – my Laser Jet Pro MFP M28w prints fine on my Mac (10.15), but scanner is not detected in EasyScan, Image Capture or Preview. I have downloaded the latest software, tried reinstalling the printer several times, but the scanner is still not detected. 

Please help!

[Kumar0307]

@Mile_na, Welcome to the HP Support Community!

HP Easy Scan is not yet supported with 10.15 Catalina. Instead, you may use Image Capture. A compatible version of HP Easy start should be released soon.

Are you able to print from you MAC to the printer?

Try making a standalone copy and check if that works. By this, we can conclude if this is a hardware or a driver issue.

Update the printer firmware

Click here to know different methods of updating printer firmware.

Also, check for any software updates on MAC

Click here to know how.

Apple Image Capture comes with macOS and OS X and provides a quick and simple way to scan.

1. Place the document or photo print side down on the scanner glass, and then close the scanner lid.

   If your printer has an automatic document feeder (ADF), use it to scan multiple page documents at one time.

      CAUTION: Do not load photos in the ADF.

2. Open Finder , and then click Go in the top menu bar.

3. Click Applications, and then double-click Image Capture.

4. Click your printer name in the Devices or Shared list.

   NOTE: If a Software for this device is not installed message displays after you select your printer, click Install, and then follow the instructions to complete the installation.

5. Click Show Details at the bottom of the screen.

   A preview of the scan displays, and then change any of the following settings:

   • Scan Mode: Select the scanning bed or automatic document feeder.

   • Kind: Set scan as color, black and white, or optimized for text only documents.

   • Resolution: Higher resolution produces better quality images by using more dots (pixels) per inch. Higher resolution increases the file size of the scan. Use a higher resolution for scans with graphics or items that require the best detail. If you are scanning black and white text, higher resolution is not necessary.

   • Size: Use a standard paper size or select the Use Custom Size option.

   • Scan to: Select the folder you want scans to save to or use the Mail option to attach the scan to an Apple Mail email message.

   • Name: Type a name for the saved scan file.

   • Format: Select the file type for the scan.

     NOTE: To save multiple page documents or multiple images into a single file, select the PDF or TIFF format, and then select the box next to Combine into single document. This feature is only available with these formats.

   • Image Correction: Click the pop-up menu, and then select Manual to display color change options such as brightness and saturation.

6. Click Scan.

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Mile_na]

Hi Kumar0307

I am able to print and scan (using EasyScan on Catalina) via wireless connection, but scanning does not work via USB while printing works fine. Connection via USB is crucial for me so I need to get the scanning option work too.

I have updated the printer firmware, the software on my Mac and rebooted all several times and scanning via USB does not work. Moreover, the ImageCapture sees the scanner via wireless connection but I get an error when I want to scan. ImageCapture does not work via USB either.

Can you please help.

[tired_user]

Hi Kumar0307,

Not being able to scan seems to be due to an old firmware version being stuck on HP servers. The 20190426 version that shows up for MacOS 10.13 has a release date in 2018. Could you contact somebody about getting the actual latest firmware up on the servers, please?

[Kumar0307]

@Mile_na

If you are using a USB cable, make sure the cable is directly connected between the MAC and the printer.

The use of a USB hub is not recommended. Also, make sure the cable is connected to a USB 2.0 port on your MAC.

Do you have an Anti-virus/firewall installed on the MAC?

• Check if the printer is getting recognized by your MAC:

1. From the Apple menu, choose About This Mac.
2. Click System Report.
3. Under the Hardware heading on the left side of the System Information window, click USB.

USB 3 devices appear under USB 3.0 Bus, and USB 2 devices appear under USB 2.0 Bus. The printer should be under the USB 2.0 Bus

Keep me posted.

[Mile_na]

@Kumar0307,

Thanks! I just followed the suggested steps and my Mac does not seem to have USB 2, there is only USB 3 and USB 3.1 – see below the screenshot I took:

[tired_user]

Thanks Kumar! Didn't even consider checking the bus specification because the printer works fine, so the problem can't really be that the system doesn't see the device. My mid-2012 laptop has only USB 3 ports (and it feels weird that a much newer device should specifically need a USB 2 bus), so what's the fix then?

[Kumar0307]

@Mile_na, @tired_user, Thank you for the response.

Do you have any Anti-virus/Internet security program installed on the MAC that may cause this issue with the printer?

If yes, Uninstall the application completely and then try scanning.

You may contact the security software vendor for further assistance.

Keep me posted.