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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
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‎04-14-2022 08:34 AM

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

I get "General Failure" on HP scan and Capture and "An error occurred while scanning" on HP Scan.  This is a brand new HP LJ Pro MFP428fdw and it fails no matter what scan program I use.  I first tried to use this printer at one of the schools that I support.  It did the same exact thing at the schools location as it is doing here.  So, that means 2 different computers, 2 different USB cables.  I am going to try to update the firmware to see if that will solve my issue.  Other than that, does anyone have any other suggestions.

3 REPLIES 3

‎04-14-2022 08:51 AM

HP Recommended

Here is an update to my scanning issue with this HP LJ Pro MFP428fdw.  I updated the firmware, that did not fix the issue.  I downloaded HP Smart, and that did not fix anything either.  All HP Smart stated regarding this issue is: "Scanning is Currently Unavailable".  

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‎04-14-2022 09:04 AM

HP Recommended

Here is another update to this HP 428 scan issue: I uninstalled every part of every driver for this device.  I used the "Full Web Pack" printer driver and reinstalled it.  It did the very same thing, it will print, but not scan at all with ANY scan program.  I going to check it's warranty status with HP.

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‎04-19-2022 12:22 PM

HP Recommended

@Larry89

 

Welcome to the HP Support Community.

 

I'd love to help.

 

Were you able to contact HP regarding the warranty?

 

Let us know 🙂


I am an HP Employee

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