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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎04-24-2024 01:38 PM

HP Recommended
Product: HP LaserJet Pro MFP M28w Printer
Operating System: Microsoft Windows 11

Hello. I have problem with scanning using HP Scan program and MFP 28w LaserJet Printer. When I open HP Scan program and try to scan document (as a PDF or JPG it doesn't matter) scanning is going on with breaks and after finish I have no picture of scanned document:

hp.jpg

And this only happens with HP Scan program.

- Its connectet via wifi with excelent signal (2.4Ghz)
- Have static IP aderess
- I performed a clean reset, installed the current driver and updated the fw
- the printer prints, copy and scan in 3rd party SWs

How do I get my native driver to work for my purchased printer?

1 REPLY 1

‎04-27-2024 10:33 AM

HP Recommended

Hi @maxXx1 ,

 

Welcome to The HP Support Community.  

 

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

 

I understand you've already taken several troubleshooting steps, which is great. Since the scanning issue seems to be specific to the HP Scan program, here are a few more suggestions you can try:

 

  • Check for Updates: Ensure that both the HP Scan program and your printer driver are up-to-date. Sometimes, updates can resolve compatibility issues or bugs that cause scanning problems.
  • Reinstall HP Scan: Uninstall the HP Scan program completely from your computer and then reinstall it. Sometimes, a fresh installation can fix any corrupted files or settings causing the issue.
  • Check Firewall and Antivirus Settings: Sometimes, security software can interfere with scanning processes. Temporarily disable any firewall or antivirus software on your computer and see if the scanning issue persists.
  • Run HP Print and Scan Doctor: HP provides a diagnostic tool called HP Print and Scan Doctor, which can help identify and resolve common printing and scanning problems. Download and run this tool to see if it can pinpoint the issue with your scanning.

 

Refer to this document: HP LaserJet Pro MFP M28w 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
HP Support Community Administrator.
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