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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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HP Recommended
HP LaserJet MFP M28w
Microsoft Windows 10 (64-bit)

Hi @Andr-1611,

 

I gave the same issue with my HP LaserJet MFP M28w as Arundata had in January.

I have this problem on HP-desktop with WIN10  and on a non-HP-desktop with WIN11 as well.

Could you please send me the solution per email as you did for Arundata?

Thank you in advance!

1 REPLY 1
HP Recommended

Hi @weinhauser,

 

Welcome to HP Support Community.

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


It sounds like you're facing an issue where your HP LaserJet MFP M28w is able to scan, but there's no output file generated on both a Windows 10 and a Windows 11 system. While I can't directly send you an email, I can certainly guide you through some steps that may resolve your problem, similar to how issues might have been resolved for others.

Here’s a step-by-step guide to troubleshoot and potentially fix the scanning issue:

HP Print and Scan Doctor: HP offers a free tool called HP Print and Scan Doctor which can automatically fix many printing and scanning problems. Download and run this tool to see if it can resolve your issue. Click here

Check the HP Software: Ensure that you have the latest version of HP’s printer software installed on your computer. You can download the latest version from the HP website by entering your printer model.

Scan to Computer Settings:

  • Make sure the "Scan to computer" is enabled.
  • On your computer, open the HP Printer Assistant for your printer.
  • Navigate to the “Scan” section, and then look for “Manage Scan to Computer”.
  • Ensure that “Enable” is selected.

File Save Settings:

  • When you initiate a scan from your computer using HP’s software, check the settings where the output file is being saved. It's possible that scans are being saved in a folder you're not checking.

Update Drivers:

  • Ensure your printer and scanner drivers are up to date. You can download the latest drivers from HP's official website. This includes checking for both printer and scanner driver updates.

Firewall/Antivirus Check:

  • Sometimes, firewall or antivirus settings may prevent proper communication between your computer and the scanner. Temporarily disable these (be sure you’re not connected to the internet while these are disabled to avoid exposure to threats) and try scanning again.

Check Connection:

  • If you're using a wireless connection, ensure that the printer is properly connected to your Wi-Fi network. A weak connection can sometimes cause issues with scanning.
  • For USB connections, try a different USB port or cable to rule out connection issues.

Restart Everything:

  • It might sound simple, but restarting both your printer and computer can resolve temporary communication glitches.

I hope this helps.

 

Take care and have a good day.

 

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!

 

Rachel571 

HP Support

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Sneha_01- HP support
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