HP 8028 e scanner stopped working

[guspalm]

HP 8028e prints fine but stopped scanning....says "couldn't connect to scanner"...yet it prints fine so I know it's connected.

Help?

[A_Gayathri]

Hi @guspalm,

Welcome to The HP Support Community.  

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

Let's try to troubleshoot the scanner issue with your HP OfficeJet Pro 8028 All-in-One Printer. Here are some steps you can follow to resolve the "couldn't connect to scanner" problem:

Step 1: Restart Your Devices

1. Restart the Printer: Turn off your printer, wait for about 30 seconds, and then turn it back on.
2. Restart Your Computer: Restart the computer you're trying to scan from.
3. Restart Your Router: If you're using a network connection, restart your router to refresh the connection.

Step 2: Check Network Connection

• Ensure that your printer and computer are on the same network.
• Check the network settings on the printer to confirm it's connected to your Wi-Fi network.

Step 3: Update or Reinstall the HP Smart App

1. Update the HP Smart App: Ensure that you have the latest version of the HP Smart app installed on your computer.
2. Reinstall the HP Smart App:
   • Uninstall the HP Smart app from your computer.
   • Restart your computer.
   • Download and install the latest version of the HP Smart app from the HP printer setup (HP Smart app) or HP's website.

Step 4: Run HP Print and Scan Doctor  HP Print and Scan Doctor

1. Download and install the HP Print and Scan Doctor.
2. Run the tool and follow the on-screen instructions to diagnose and fix scanning issues.

Step 5: Check Scanner Driver

1. Open the Device Manager on your computer (you can search for it in the Start menu).
2. Expand the "Imaging devices" or "Printers" section and look for your scanner.
3. Right-click on the scanner and select "Update driver."
4. Follow the prompts to search for and install any available updates.

Step 6: Check Windows Services

1. Press Win + R to open the Run dialog box, type services.msc, and press Enter.
2. Scroll down and find the Windows Image Acquisition (WIA) service.
3. Ensure that the service is running. If it's not, right-click on it and select "Start."
4. Set the startup type to "Automatic."

Step 7: Use Windows Scan App

1. Download the Windows Scan app from the Microsoft Store.
2. Open the app and try to scan using this application to see if it works.

Step 8: Perform a Reset on the Printer

1. With the printer turned on, disconnect the power cord from the back of the printer and the wall outlet.
2. Wait for 60 seconds.
3. Reconnect the power cord to the wall outlet and the printer.
4. Turn on the printer and try to scan again.

Additional Steps:

• Firewall/Security Software: Temporarily disable any firewall or security software on your computer to see if it's blocking the scanning function.
• Try a Different Computer: If possible, try scanning from a different computer to see if the issue persists.

Refer to this document: HP OfficeJet Pro 8028 All-in-One Printer 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]

Hi @guspalm,

Welcome to The HP Support Community.  

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

Let's try to troubleshoot the scanner issue with your HP OfficeJet Pro 8028 All-in-One Printer. Here are some steps you can follow to resolve the "couldn't connect to scanner" problem:

Step 1: Restart Your Devices

1. Restart the Printer: Turn off your printer, wait for about 30 seconds, and then turn it back on.
2. Restart Your Computer: Restart the computer you're trying to scan from.
3. Restart Your Router: If you're using a network connection, restart your router to refresh the connection.

Step 2: Check Network Connection

• Ensure that your printer and computer are on the same network.
• Check the network settings on the printer to confirm it's connected to your Wi-Fi network.

Step 3: Update or Reinstall the HP Smart App

1. Update the HP Smart App: Ensure that you have the latest version of the HP Smart app installed on your computer.
2. Reinstall the HP Smart App:
   • Uninstall the HP Smart app from your computer.
   • Restart your computer.
   • Download and install the latest version of the HP Smart app from the HP printer setup (HP Smart app) or HP's website.

Step 4: Run HP Print and Scan Doctor  HP Print and Scan Doctor

1. Download and install the HP Print and Scan Doctor.
2. Run the tool and follow the on-screen instructions to diagnose and fix scanning issues.

Step 5: Check Scanner Driver

1. Open the Device Manager on your computer (you can search for it in the Start menu).
2. Expand the "Imaging devices" or "Printers" section and look for your scanner.
3. Right-click on the scanner and select "Update driver."
4. Follow the prompts to search for and install any available updates.

Step 6: Check Windows Services

1. Press Win + R to open the Run dialog box, type services.msc, and press Enter.
2. Scroll down and find the Windows Image Acquisition (WIA) service.
3. Ensure that the service is running. If it's not, right-click on it and select "Start."
4. Set the startup type to "Automatic."

Step 7: Use Windows Scan App

1. Download the Windows Scan app from the Microsoft Store.
2. Open the app and try to scan using this application to see if it works.

Step 8: Perform a Reset on the Printer

1. With the printer turned on, disconnect the power cord from the back of the printer and the wall outlet.
2. Wait for 60 seconds.
3. Reconnect the power cord to the wall outlet and the printer.
4. Turn on the printer and try to scan again.

Additional Steps:

• Firewall/Security Software: Temporarily disable any firewall or security software on your computer to see if it's blocking the scanning function.
• Try a Different Computer: If possible, try scanning from a different computer to see if the issue persists.

Refer to this document: HP OfficeJet Pro 8028 All-in-One Printer 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.