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- HP Community
- Printers
- Printer Setup, Software & Drivers
- scanner not found on printer

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07-23-2024 02:31 PM
Hi
i have a multifunction printer (M28-M31) but can no longer scan on it. Any scanning apps like adobe can't see the scanner. When I use the HP Smart app it goes through the scanning process but fails at the final hurdle and the scan doesn't appear.
I have checked the drivers and reinstalled the printer but nothing has helped.
Any ideas?
07-24-2024 02:50 PM
Hi @pdrisc,
Welcome to The HP Support Community.
Thank you for posting your query, I will be glad to help you.
I understand you've tried a lot of the standard troubleshooting steps. Here are a few additional things you can try to resolve the issue with your HP LaserJet Pro MFP M28-M31 series scanner:
Update Firmware: Ensure your printer's firmware is up-to-date. You can check for firmware updates on the HP Support website or through the HP Smart app. Update the firmware on an HP printer
Check Scanner Settings:
- Open the HP Smart app and go to the Printer Settings.
- Look for a Scan or Scanner Settings section to ensure the scanner is enabled and properly configured.
Check Network Connection:
- Make sure the printer is properly connected to your network if it's a network printer. Sometimes, network issues can cause problems with scanning.
Run HP Print and Scan Doctor: HP Print and Scan Doctor
- Download and run the HP Print and Scan Doctor tool. This tool can automatically diagnose and fix many common issues with HP printers and scanners.
Reinstall Drivers:
- Uninstall the existing drivers and software completely.
- Restart your computer.
- Download the latest drivers from the HP Support website and reinstall them.
Check for Conflicting Software:
- Ensure there are no other scanning applications that might be conflicting with HP Smart. Sometimes, multiple scanning software can interfere with each other.
Reset the Printer:
- Try resetting the printer to its factory settings. Refer to the printer's manual for instructions on how to perform a factory reset.
Check for Windows Updates:
- Ensure your Windows 10 operating system is fully updated. Sometimes, updates include fixes for issues related to hardware and peripherals.
Firewall/Security Software:
- Check if your firewall or security software is blocking the scanning function. Temporarily disable it and see if that resolves the issue.
Try Scanning Directly:
- If possible, try using the scanner’s built-in interface to scan a document and see if that works. This can help determine if the issue is with the software or the scanner itself.
Refer to this document: HP LaserJet Pro MFP M28-M31 Printer series User manual
I hope this helps.
Take care and have a good day.
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
A_Gayathri
HP Support Community Administrator.