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Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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MFP-M28a prints fine but scanner keeps reporting offline

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Microsoft Windows 10 (64-bit)

The scanner frequently reports itself as being offline, even when the printer is connected (via USB) and printing fine. I need to disconnect and reconnect the USB cable to get the scanner to be recognised again. I'm running Windows 10.

I've run the HP Scan & Print Doctor. It detected the printer and reported no problems. I also followed the troubleshooting steps here:

I've tried both the native scan driver and the TWAIN driver, and both report that the scanner is not connected.

How can I get the scanner to remain connected?

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More info....if I print something on the printer, then re-try the scan, I get a different error message:

"HP TWAIN: The scanner failed to complete the scan. Verify that the scan feature is enabled in the device..."


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Welcome to the HP Support Community.


Are you able to copy well?


Are you using the HP Smart App on your PC? If not, you may try and install to see if that works: If yes, uninstall and reinstall it.


If the issue still persists, let's do a root uninstall and reinstall of the software:


Unplug any USB cable, if any, before doing this.


1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.


Once done, please download and install the software from here:


Let me know if this helps.


If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!




Have a great day!

I am an HP Employee

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