HP MFP M28 scanner not working but printer works fine

[GinoBNYC]

Hello. I have a 3 year old MFP M28-M31 laserjet printer that has been working fine. Suddenly, the print function works, but the scan function does not, despite being created as a PDF or a JPEG file. The scanner hums and moves across the glass as it would for a proper scan, but the document doesn't get recognized by the software or display the document on the desktop screen or even save the document in the selected file or even a new file/folder for experimentation.  

I am using windows 8 with the printer for a few years without any problems. I am not sure if i have scanned any documents since i changed my new modem/router with a new T mobile wifi Tower model FAST 5688 W. But again, the print function works fine, so I am confused why the document scanner malfunctions.

I see ANDR-1611's recommendations but not sure how to disable the WLAN WIFI , then install printer updates from the webpack. and im concerned if I uninstall the HP printer that i will not be able to use the printer at all if the software updates are somehow incompatible.

please help.   😞

[Irwin6]

Hi @GinoBNYC,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to help you.

I see that you are facing an issue with scanning on your printer.

Make a copy on the printer standalone and let me know if you have the same issue. (Place an original document on the scanner glass and make a copy to confirm hardware is working fine)

If the hardware is working fine, please follow the below steps to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, uninstall the printer software by following the steps from this link and restart the devices.

D)  Install the printer software by clicking on the link again and let me know if that resolves the issue.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support