LaserJet MFP M28-M31 not scanning with HP Smart App

[DarthJared]

My LaserJet MFP M28-M31 has never had any issues, but is suddenly not scanning.  It is printing fine.  However, the new version of the HP Smart App appears to not work.  It will not even give me an option to scan.  

[VikramTheGreat · Accepted solution]

Hi @DarthJared,

Welcome to the HP Support Community.
 

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

Thank you for explaining the issue so clearly. I can imagine how inconvenient it feels when your HP LaserJet MFP M28-M31, which has always worked flawlessly, suddenly refuses to scan, especially when the HP Smart app doesn’t even show the scan option. Let’s fix this together.

Why This Happens

The latest HP Smart app versions sometimes fail to load the Scan feature for older LaserJet models on Windows 11. This is usually due to:

• Missing or outdated Full Feature Software (which includes the scan driver).
• HP Smart app cache or compatibility issues after updates.

Step-by-Step Fix

1. Uninstall HP Smart and Old Drivers

• Press Win + R, type appwiz.cpl, and uninstall: 
  • HP Smart
  • Any HP LaserJet software listed.
• Restart your PC.

2. Install HP Easy Start (Full Feature Software)

• Download HP Easy Start from the official HP page:
  👉 HP LaserJet Pro MFP M28-M31 Printer series | HP® Support
• Run HP Easy Start and choose Full Software and Drivers (not Basic).
• This will install the HP Scan driver required for scanning.

3. Reinstall HP App

• Download HP App from HP App – For HP Printers, Laptops, and Tech Accessories | HP® Official Site.
• Sign in with your HP account and add your printer again.
• The Scan option should now appear.

4. Use “Diagnose & Fix” in HP App

• Open HP App → Printer Settings → Advanced Settings → Diagnose & Fix.
• This tool can resolve hidden communication issues.

Alternative Scan Method

If the HP App still doesn’t show the scan option:

• Use Windows Fax and Scan (built into Windows 11).
• Or download the HP Scan Extended Utility from the same HP support page.

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[DarthJared]

Thank you!  That fixed the problem.

Follow-up question.....does this model print via wifi from a Windows 11 laptop?  I can't seem to figure out how to do that.

[Garp_senchau]

Hi @DarthJared,

Thank you for your response

The HP LaserJet Pro MFP M28-M31 series includes a few different models, and only some of them have built-in wireless printing capability.

You can check the exact model name printed on the front of your printer — the “w” at the end indicates wireless.

Refer to the image below to see the difference between wireless and non-wireless models:

Wireless models in the HP LaserJet Pro MFP M28–M31 series come with a control panel that includes a Wi-Fi connection button for wireless setup and printing. The base models, however, do not have this button.

Wireless model: 

Base model:

Reference: HP LaserJet Pro MFP M28-M31 User Guide - ENWW

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,