HP 8028 printer scanning issue

[cfkb]

HP indicates all updates are done and current but when I try to scan to email I get the following message:

there was an internal  processing error. please retry or manually check the firmware updates

retry was tried; all updates from HP were done/checked and still get the message - any suggestions, also how exactly does one "manually" check updates 

Thanks

[Rainbow23]

Hi @cfkb,

Welcome to HP Support Community. 

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

To understand the issue and help you, please get back to me with the details listed below:

- Let me know if the printer is connected to Windows Computer or MAC Computer or Android Phone or iPhone.

- Let me know the version of the operating system installed on the computer connected to the printer.
- Connection method - USB, physical LAN, or wireless?
- If possible, get back to us with the snapshot of the error message.

Take care and have a great day ahead.

[cfkb]

Thanks for getting back to me - below are the answers to your questions

connected to a computer

windows 10 home - version 22H2

connected by cable usb; also have wireless capability 

the error message is:

There was an internal processing error. Please retry or manually check the firmware updates

please note that we have already done/checked  updates 

appreciate your help 

[Rainbow23]

Hi @cfkb,

Please follow the steps listed below to uninstall and reinstall the drivers.

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer. 

Note:

If you are unable to remove the printer drivers, then please follow the steps listed below to stop print spooler:

- Turn off the printer, and then unplug the power cord.

- In Windows, search for and open Services.

- In the Services window, right-click Print Spooler, and then click Stop.

- Now remove the printer drivers and restart the computer.

Once done, please download and install the software from this weblink. https://support.hp.com/in-en/drivers

Otherwise you can use the HP Smart App:  https://support.hp.com/in-en/document/c04675142

Let me know if this helps.
Take care and have a great day ahead.

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