Laserjet MFP M28-M31 won't save scans on my computer, since upgrading to Windows 11

[jeffbenz]

When I try to scan a document on my Windows computer, using my MFP M28-31 scanner, the scanner makes the appropriate sounds and the screen shows the expected task bars sliding left to right, but once the scan is finished, the "save" button on the screen, which I am accustomed to clicking on to save the image, is greyed out.  So I cannot get a scan of the document.

This started happening after I upgraded my computer to Windows 11.

I have uninstalled the HP drivers, and reinstalled them.  I have "checked for updates" for Windows 11 and installed all updates.  Problem persists.  

On one occasion, I turned the printer off and turned it back on, and it succeeded in scanning.  But I am not always able to replicate that success.

Printing works fine, by the way.  It's just the scanning.  

[A_Gayathri]

Hi @jeffbenz,

Welcome to the HP Support Community

I understand you are facing an issue with your Laserjet MFP M28-M31 scan issues. Not to worry I will help you to get a resolution to resolve the issue.

Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with Printing and Scanning related issues

1. Download HP Print and Scan Doctor.
2. Run HPPSdr.exe from the download location on your computer.
3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
   • If your printer in not in the list, turn it off and on, and then click Retry.
   • If there is a scanning problem, follow the instructions in HP Print and Scan Doctor.
4. If a screen prompts you to turn on printer updates, click Yes.
5. If a screen prompts you to make your printer the default printer, click Yes.

Reinstall the HP print driver (Windows)

Uninstall then reinstall the print driver on a Windows computer.

--->In Windows, search for and open Programs and Features.

--->Select your HP printer.

--->Select Uninstall.

--->In Windows, search for and open Devices and Printers.

--->In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”

--->Open up the run command with the "Windows Key + R" key combo.

--->Type printui.exe /s and click OK.

--->Click on the Drivers tab.

--->Look for HP Printer driver. If you see it click on it and click remove at the bottom.

--->Select OK.

--->Select Apply and OK on the Print Server Properties windows.

--->Close Devices and Printers.

And then reinstall the printer's full-featured drivers from the software and drivers page 

Check Windows Image Acquisition settings

Windows Image Acquisition (WIA) allows communication between the computer and the scanner. If WIA is not on or running correctly, scan jobs can fail.

1. In Windows, search for and open View local services.
2. Next to Windows Image Acquisition (WIA), check the Status and Startup Type.
   • If the status is 'Started' or 'Running' and the Startup Type is 'Automatic', WIA is working correctly. No further action is required.
   • If the status is 'Disabled' or blank, continue with these steps.

1. Right-click Windows Image Acquisition (WIA), and then select Properties.
2. On the General tab, select Automatic from the Startup type drop-down.
3. Under Service status, click Start.
4. If the Start button is grayed out, return to the Services list and make sure the following services are running and set as Automatic.
   • DCOM Server Process Launcher
   • Remote Procedure Call
   • RPC Endpoint Mapper
   • Shell Hardware Detection
5. Try to start WIA again.
6. Now try scanning 

You may also go ahead and Download HP Scan and Capture an alternate scanning application developed for the Windows Operating system. You  may use this reference document: Using the HP Scan and Capture App 

I hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Chickeneck]

Hi I have the same printer and tried everything you suggested in the thread, even though the HP Print and Scan Doctor scanning proved successful, I was still unable to get it to work, I even tried a new profile, turned off Virus and Threat Protection, Firewall, stop started Windows Image Acquisition
I was unable to find on your website any firmware updates for this model, if any are available for W10.0.22621 you can please send me a link