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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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‎08-04-2023 09:38 AM

HP Recommended
Operating System: Microsoft Windows 11

MFP 28W.  Just like that, the scanner stopped working.  For no apparent reason.  Maybe it doesn't like Windows 11.  I don't know, I tried deleting and reinstalling.  Using USB.  Using the App. Nothing.  Not happy.  Anyone have any luck with this?

Category:
7 REPLIES 7

‎08-04-2023 10:22 AM

HP Recommended

Hello @tera28 ,
Welcome to the HP Support Community!

 

Here's what you need to do:

  1. Disconnect printer/scanner from computer- Disable WLAN, WiFi and/or remove the USB or LAN cable.- Do not switch off the printer >> unplug the power cord from the socket!
  2. Uninstall HP printer software, and then remove the printer from your Devices list. 
  3. Restart the PC
  4. Close all programs
  5. download only this complete package: HP Universal Scan - Full Feature Software and Driver 
    File name: Full_Webpack-51.8.5837-SJ0001_Full_Webpack.exe (411.1 MB)
    click on "Expand all" and read the text carefully.

  6. Close all programs
  7. Open up the run command with the "Windows Key + R" key combo > in folder Downloads double-click on the EXE
    Attention: Do not reconnect the printer until the software prompts you to do so!
  8. The installation was completed successfully, now you must ...
  9. Restart the System again
  10. Now the installation is complete.

Document error messages accurately, even better is to take a screenshot of it and upload here.

 

Hope this helps! Keep me posted.
Andr-1611

If my post resolved your problem please mark this post as an "Accepted Solution".
Or click on the YES button to reply that the response was helpful and/or to say “Thank You”.

I'm not an employee of HP, I'm as volunteer here.
        
Inquiries via private messages (PM) cannot be answered.
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‎08-04-2023 11:01 AM

HP Recommended

I can't find where I would click expandal and read the text.

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‎08-04-2023 11:16 AM

HP Recommended

Sorry, I'm didnt realize it was just the end user agreement.

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‎08-04-2023 11:24 AM

HP Recommended

It let's me scan one page, same as before on a sporadic basis. When I try to add another page to the scan, nothing happens.

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‎08-04-2023 11:29 AM

HP Recommended

here:

Andr1611_0-1691170115042.png

and read

Andr1611_1-1691170145969.png

 

:Wink:

I'm not an employee of HP, I'm as volunteer here.
        
Inquiries via private messages (PM) cannot be answered.
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‎08-04-2023 11:38 AM

HP Recommended

take a screenshot of the settings of the scan software and upload here, click on the icon "Insert photos", "Set format = Large", original size at least 200 KB.
But before you must remove or delete the personal data and printer serial number on the printout.

 

I'm not an employee of HP, I'm as volunteer here.
        
Inquiries via private messages (PM) cannot be answered.
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‎08-04-2023 11:39 AM

HP Recommended

Yes.  got it, I read it. Still having same issues as before.  It works on 1st page I scan.  I might get lucky and get two pages.  Not so today.  Thanks for you help but I've been this same route a month ago without any solutions.  I think I'll just junk this one and buy an Epson or Cannon.

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