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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).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
Locked

‎06-17-2021 04:02 AM

HP Recommended
Product: MFP M428fdw
Operating System: Microsoft Windows 10 (64-bit)

Hi,

 

When I launch the HP scan utility, its OK, but when I click on "scan" I have instantaneously an error message (a long one) saying ... "The scanner did not succeed to do the scan. Please check the scanning function is enable on the device.... etc."

 

I did a firmware upgrade, same result.

I did a scan doctor, it shows an issue with "Scanning Windows (WIA)", but whatever instruction I followed, same result.

 

I installed this: HP_LaserJet_Pro_M329_M429_series_FW_002_2118A.exe

Same result...

 

I  tried with another new  MFP 428 (fresh from the box) to another computer, I have exactly the same result.

 

On both case, printing is OK

 

It is related to the fact that you are forcing us to use your app with account???

 

Alex

Category:
1 ACCEPTED SOLUTION

Accepted Solutions

‎08-05-2021 07:41 AM

HP Recommended

Finally, I got the answer....

 

Simply go the web interface via your browser, got to the last tab "Settings", then to Security, then Administrator Setting and finally look for the unmarked checkbox, "Scanning to a computer or a mobile device" and mark it!

 

I'm not sure but I think this setting is unmark when you start the printer the first time (after setting the time, language etc...) then you've got an option saying something like "normal user setting" or "computer admin"... I did chose admin!

 

Anyway, hope it helped people stuck in the same situation 😉

View solution in original post

Was this reply helpful? Yes No
5 REPLIES 5

‎06-17-2021 08:08 AM

HP Recommended

Download the HP Universal TWAIN scan and use that.  This package was designed for Enterprise products but works great with Pro products like the M428

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



Was this reply helpful? Yes No

‎06-17-2021 08:27 AM

HP Recommended

Thanks Repairatrooper,

 

I will try that but I'm cannot find it on HP website.

I have a bunch of old HP install CD , any chance there do you think?

 

Any clue or link???

I don't won't to download from a unreliable web site, company policy.

 

Regards.

 

Alex

Was this reply helpful? Yes No

‎06-17-2021 08:52 AM

HP Recommended

Furthermore I also tried with the Windows integrated tool "scan and telecopy", different message but same result... doesn't work!

Was this reply helpful? Yes No

‎08-05-2021 06:31 AM

HP Recommended

Hi,

 

Found the time to re-open the case, because it still not scanning today via USB...

I tried all the scanning tool available in Windows 10... same same!

 

So I uninstall all the drivers, did again the full software installation.

Then I connected the printer via a wired cable and did some testing.

So, everything is working fine via the network !

 

But, I also did try the USB cable (because this printer has to be connected via USB) printer is OK, but no scan....

 

So, the 10'000$ question is, can you still scan without creating an HP account???

Was this reply helpful? Yes No

‎08-05-2021 07:41 AM

HP Recommended

Finally, I got the answer....

 

Simply go the web interface via your browser, got to the last tab "Settings", then to Security, then Administrator Setting and finally look for the unmarked checkbox, "Scanning to a computer or a mobile device" and mark it!

 

I'm not sure but I think this setting is unmark when you start the printer the first time (after setting the time, language etc...) then you've got an option saying something like "normal user setting" or "computer admin"... I did chose admin!

 

Anyway, hope it helped people stuck in the same situation 😉

Was this reply helpful? Yes No
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