LaserJet scanner is not working while lid is closed

[Jurxa]

Hi, I have LaserJet Pro MFP M28w. Lately, it started having problems scanning. When the lid is closed and I try to scan, the scan loader shows up, the scanner starts moving when finished, nothing happens, no document appears, no error message nothing, no blank document or anything the scan window is the same as before clicking scanning. Drivers are up to date and the scanner is moving as it should be, there is no problem with the physical movement. While troubleshooting I found out that if I scan while the lid is open, it scans properly, the document shows up, and If there is not any light interference on the page the whole page is scanned (sometimes sunlight hits the page while the lid is open and sunlight part is not scanned in the final file). I can't understand what is the issue and no troubleshooting guide says anything about it. Can you help me?

[Sarna_7]

Salve, anch'io ho quasi lo stesso problema. Solamente nella mia HP M28W la scansione spesso non riesce. Infatti scansionando un domumento alla fine non appare alcuna immagine e devo provare più di una volta per ottenerla. Credo che il malfunzionamento potrebbe dovuto a qualche problema delle piattine di collegameto dello scanner all'elettronica della stampante. Ho provato più volte a disinstallare e reinstallare i vari files di configurazione, ho anche cambiato due volte il cavo USB (che funziona perfettamente con altre periferiche), ma non ho ottenuto alcun risultato. 

Si può sapere il part nummber  dei cavi dicollegamento dallo scanner all'elettronica in modo da cercare di reperirli? Grazie. 

[Alden4]

Hi @Jurxa,

Welcome to HP Support Community.

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

It sounds like your HP LaserJet Pro MFP M28w scanner is encountering an issue where it only scans properly when the lid is open, which may be related to how the scanner is detecting the document or how the scan sensor works with the lid closed.

Here are a few troubleshooting steps that could help resolve the issue.

Check the Lid Sensor:

• The scanner likely has a lid sensor that tells the device whether the lid is open or closed. If the sensor is malfunctioning, it might be causing the scanner to not properly trigger the scan when the lid is closed.
• Try gently pressing around the lid area to see if the scanner starts functioning when the lid is closed, as it may not be detecting that the lid is fully closed.

Clean the Scanner Glass and Sensor:

• Dirt or fingerprints on the scanner glass or the scanner’s internal sensor could cause issues with scanning. Ensure the scanner glass is clean and free of any marks.
• Also, clean the small area where the scanner sensor might be located. You can use a soft cloth with a little water or a specific glass cleaner to gently clean the surface.

Check the Scan Settings:

• Open the HP Smart app or whatever scanning software you are using and check the settings for the scanner. Ensure no unusual settings are configured that could prevent scanning with the lid closed.
• You might also want to try scanning at different resolutions or using a different scan mode to see if the problem persists across different settings.

Perform a Hard Reset:

• Turn off the printer, unplug it for about 30 seconds, and then plug it back in and turn it on. This can sometimes reset any software glitches that may be causing the issue.

Test with Different Software:

• Try scanning with different software such as Windows Fax and Scan or a third-party scanning tool to see if the issue persists. This can help rule out a software-specific issue.

Firmware/Driver Reinstallation:

• Even though your drivers are up to date, try reinstalling them to ensure there isn’t a corrupted file causing the issue. You can download the latest drivers from HP's official website.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support