LaserJet Pro MFP M28w only scans small paper, not an A4 one

[m28w_fr]

Hi everyone,
The scan function of my printer LaserJet Pro MFP M28w has worked perfectly for almost 4 years, but  since two days ago I encountered a very strange scan issue:

- It can scan small papers like a card visit but not an A4 paper.
When I scan an A4 paper with HP Smart, there is an error as in the attached photo.
When I scan with HP Scan, there is no result.
- The copies button works well for A4 papers
- The print function is OK, only problem with scan

I tested on both my PC and laptop, and tried to change the printer cable but still the same issue.

I also did the reset (both the soft and hard resets), but still the same issue.

Do you have an idea about the reason of this strange behavior?

Thanks in advance for your help.

[greenturtle]

Hi,

Thanks for using the HP Support Community.

Not sure why that is happening, but can try using Mopria Scan instead?

Here's an example on how to download, install and use Mopria Scan:

https://youtu.be/l-64FF_x-vU

For more resources on the printer:

https://www.youtube.com/playlist?list=PLUV0sXfF6zPjyoykfDCZ-UaO8Bs1Pv1r3

Hope that helps!

[m28w_fr]

Hello,

Thanks for the help.

I think that I have the same issue as mentioned in this thread:

https://h30434.www3.hp.com/t5/Scanning-Faxing-Copying/Scanner-canceling-the-scan-no-scan-preview/m-p...

This is the issue for the printers in the same family (M28a, M28w, M29w).
We tested many suggestions but still don't find a solution.

[m28w_fr]

Hello,

FYI, I can scan with NASP or Microsoft Paint. So it seems that there is an issue with a recent update of driver or HP software.

[m28a_pro]

I have the same idea, HP and/or Microsoft should solve the issue.

[flomo1]

HP or Microsoft should indeed solve the issue but so far i was unable to get any help from them

[marek_ralbovsky]

I have the same problem - small papers works, A4 not. Scanner starts scanning with software HPscan, but after finish I do not recieve scanned picture/document. Seldomly scanner start works (I recieve picture/document), but it is not reliable. I tried turn off firewall and antivirus ESET, but it not help. When I try USB , Scanner works OK. I think problem started after Win 10 update, therefore issue is in new driver from HP or at Microsoft side.