HP LaserJet Pro MFP M28w scanner not detected

[SO_Nault]

In the time I have had this printer I have never been able to get the scanner to work. Like other folks, I had challenges connecting to the printer using the HP Smart app and wireless, setting the printer up and then almost always being notified that the printer status was unknown or it could not be communicated with. My wifi isn't great where I have it set up, so I switched to using the USB cable. I can absolutely print this way, yay! But... the driver and the software for the printer don't seem to have given either of the computers I have tried using it with (one running Catalina and one running Mojave) any indication that it is also a scanner. 

I cannot use the scanner through any other applications either. In System Preferences > Printers & Scanners  it only shows up as a printer (HP LaserJet MFP M28-31). Is there another software for this as it's an all in one? Is the software wrong because the variant I have is "Pro MFP M28w"? I haven't been able to find any alternate software but I'd be real happy if you could guide me to something that will let me use the scanner on this product too, it was a major part of why I purchased this printer and I had thought perhaps the problem was my older laptop, but now I'm trying to use it with a newer computer and the problem persists. 

Thanks!

 

[TEJ1602]

@SO_Nault, Welcome to HP Support Community!

Have you tried using the Apple Image Capture? 

Meanwhile, ensure that the printer is up to date with its firmware and Mac is up to date with its software. If you are unsure you may use the links below to update the printer firmware and Mac software:

Update printer firmware

Update software on Mac 

Try scanning.

If the issue persists, we can try updating the HP Easy Scan App. Here us how you do it-

Uninstall the printer software and reinstall it. Refer to the document HP Printers - Uninstalling HP Printer Software (Mac)  for help. Once you have the latest software, try scanning.

Refer to the document HP Printers - How to Scan (Mac)  for alternate scanning methods.

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[ShlomiL]

Hi,

Please also make sure your printer firmware is up to date using the below utility:

https://ftp.hp.com/pub/softlib/software13/FW_CPE_Consumer/M28-M31_1D/HP_Laserjet_Pro_M28_M31_Multifu...

Once updating the printer, restart both the printer and then Mac and then reset the printing system as following:

*Be aware that resetting the printer system will remove any existing print queue and reset any customized driver settings.

Click the Apple menu, and then click System Preferences.
Select Printers & Scanners.
Right-click (or Ctrl + click) your product in the Printers list in the left panel, and then click Reset printing system.
Click OK to confirm the reset.
Type your user Name and Password.
Click OK. The printing system resets.

Finally, follow HP Easy Start with the USB Connected to install the latest drivers for your printer, then you should be able to scan using Image Capture or HP Easy Scan:

https://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Applications/HP_Easy_Start.app.zip

Shlomi