scanner not found on printer

[pdrisc]

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?

[A_Gayathri]

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.

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