Full_Webpack-46.3.2642-LJM28-M31_UWL_Full_Webpack

[Eddy52]

Sometime after the end of December the scan function of my M28W under Windows 11 stopped working, stating that the scanner couldn't be found. After multiple uninstalls and re-installs (with and without Easy Start) have resulted in a situation that under W11 the scanner partially works in a hit and miss manner (stopping and starting WIA) i.e. it scans but no image is shown.

Whereas using HP Smart from my phone scan works perfectly (but the application does not have the same degree of control).

I have also noted that when trying to open HP Printer Assistant I get the message that "C:\Program Files\HP\Bin|HP LaserJet MFP M28-31.exe" cannot be found. In fact there is no HP folder under C:\Program Files.

Has anybody come across this before as it seems to be related to a W11 update ?

[Mans · Accepted solution]

@Eddy52 

Hello,

Please check the Windows Image Acquisition (WIA) service to see if it is working properly by doing the following:

1. On the keyboard, press the Windows flag and the R key simultaneously. The Run window opens.
2. Type services.msc and OK. The Services (local) window opens.
3. Double-click on Windows Image Acquisition, then click on the Log On tab.
4. Check Local System Account and Allow the service to interact with the office.
5. Click on the Dependencies tab and check that Remote Procedure Call (RPC) and Kernel Hardware Detection exist in the first window.
6. Click on the General tab, and restart the service by clicking on Stop, then Start.
7. Close the Services window.
8. Try to scan.

If the Kernel hardware detection dependency does not exist, please add it as follows:

1. Simultaneously press the Windows flag and the X key.
2. Click Windows Terminal (admininitrator), then Yes.
3. Type cmd, and press Enter key.
4. Type Sc config stisvc depend= rpcss/ShellHWDetection, and press Enter key.
5. Restart the computer.
6. Try to scan.

Uninstall all software related to your printer (except HP Smart) as follows:

1. Unplug the USB cable at the back of the printer, if necessary.
2. On the keyboard, simultaneously tap the Windows flag and the R key. The Run window opens.
3. Type appwiz.cpl, then OK. The Programs and Features window opens.
4. Click the right mouse button on HP LaserJet Pro MFP M28-M31 series Basic Software, then Uninstall and Yes.

   Note: If the software uninstall process does not start or an error displays while uninstalling, download Fix problems that block programs from being installed or removed from the Microsoft website, and then try uninstalling again.

5. Repeat step 4 with the following software (The list of software for your printer may be different):
   
• Study for the improvement of the HP LaserJet Pro MFP M28-M31 series product.
• HP Dropbox Plugin
• HP EmailSMTP Plugin
• HP LaserJet Pro MFP M28-M31 series Help
• HP FTP Plugin
• HP Google Drive Plugin
• HP OneDrive Plugin
• HP SharePoint Plugin
6. Follow the instructions on the screen to complete the uninstall of the printer.
7. Restart the computer.

8. Launch the registry editor:

   1. On the keyboard, simultaneously tap the Windows flag and the R key. The Run window opens.
   2. Type regedit, then OK. The registry editor opens.
   3. Develop HKEY_LOCAL_MACHINE, then SOFTWARE, click with the right mouse button on Hewlett-Packard and Delete. (If the PC is HP-branded, develop Hewlett-Packard and remove Digital Imaging)
9. Delete the HP LaserJet Pro MFP M28-M31 series folder in the way:
   
   • C:\Program Files\HP
   • C:\Program Files (x86)\HP

10. Rename folder 3 in 3_old in the path below (a restart may be required):

    • C:\Windows\System32\spool\drivers\x64.
    • C:\Windows\System32\spool\drivers\W32X86.

    NOTE: If the file refuses this action do as follows:

    1. On the keyboard, tap the Windows and X keys simultaneously.
       
    2. Click Windows Terminal (administrator), and click Yes.
    3. Type net stop spooler, then press Enter key.
       
    4. Rename the file.
    5. Type net start spooler, then press Enter key.
11. Reinstall the printer with the HP LaserJet Pro MFP M28-M31 Printer series Full Software Solution.
12. Try to scan and print.

Don't hesitate to contact us in case of need.

Best regards,

[Eddy52]

Thanks for replying so quickly. Unfortunately cannot get beyond step 3 as there is no Connection tab. There are 4 tabs present;General, Log On, Recovery and Dependencies.

[Mans]

@Eddy52 

Thansk for your return,

Please excuse me, in this case go to the Log On tab to make the changes.

Don't hesitate to contact us in case of need.

Best regards,

[Eddy52]

Sorry about last reply but using the cmd line in step 4 managed to get Dependencies. Rather than "Kernel Detection" I have "Shell Detection"

[Mans]

@Eddy52 

Yes. Did you restart the computer?

If the problem persists, please follow the uninstallation steps and reinstall your printer.

Don't hesitate to contact us in case of need.

Best regards,

[Eddy52]

Followed the your procedure for uninstall and re-install.. I still have the same problem. Printer works fine from the PC but not scan.

Using HP Smart from the PC I get the message that Scanning is Currently Unavailable (even after after stopping and starting WIA.

Using HP Smart from the phone scanning works perfectly.

Device manager shows no errors for HP LaserJet MFPM28-M31 (USB).

Scan Doctor shows WIA Scan Error and if I skip then I get HP Scan Error with the info below saying it can't find the HP Scan application software.

[Mans]

@Eddy52 

Thanks for your return,

You will need to follow the instructions below to solve this issue:

1. Turn the printer off.
2. Press and hold down the Down Arrow and the Cancel buttons.
3. Hold the buttons when you turn on the printer.
4. When the Attention light turns on, release the Down Arrow and the Cancel buttons.
   

   NOTE: It takes about 60 seconds before initialization process begins.

5. The initialization starts.
6. When the initialization completes, the printer enters the generic printer mode.
7. Uninstall and reinstall the printer.

I remain at your disposal in case of need.

Best regards,

[Eddy52]

I also noted that when I run appwiz.cpl I no longer have "HP LaserJet Pro MFP M28-M31 series Basic Software" listed

[Mans]

@Eddy52 

In this case, please go to the next step, and if you did not have any HP software as named in the list go to the next step.

Insert the USB cable only when the installer prompts you to do so.