MFP M28w scanning works but no putput Win 11

[Arundata]

My scanner was working the last time I worked on it (probably few months ago). For the next few months, I wasn't working on the scanning function. Today (1/17/2024) I wanted to scan something. WHen I hit scan, the printer scanned but it does not have any output file. When I hit the scan button on the printer it scans and prints out on paper. THis indicates that scanning is okay and the output to files are not working. I deleted the driver, download new driver (Full_Webpack-46.5.2645-LJM28-M31_UWL_Full_Webpack - latest version), restart the printer and still not working. Can anyone provide solution to this? I have worked on this issue for hours and to no avail.

[Andr-1611]

Hello @Arundata,
Welcome to the HP Support Community!

Here's what you need to do:

1. Uninstall HP printer software, and then remove the printer from your Devices list. 
   Reminder: WLAN = deactivated and USB = disconnected!
2. Restart the PC
3. Close all programs
4. download only this complete package: HP Universal Scan - Full Feature Software and Driver 
   takes a while, see below
5. Close all programs
6. Open up the run command with the "Windows Key + R" key combo > in folder Downloads double-click on the EXE,
   File name: Full_Webpack-51.10.6089-SJ0001_Full_Webpack.exe (411.2 MB)
   Reminder: Only connect the USB cable when the installation prompts you to do so!
7. The installation was completed successfully, now you must ...
8. Restart the System again
9. Now the installation is complete.

Document error messages accurately, even better is to take a screenshot of it and upload here.

Kind Regards
Andr-1611

If my post resolved your problem please mark this post as an "Accepted Solution".
Or click on the YES button to reply that the response was helpful and/or to say “Thank You”.

[Arundata]

Thanks for the detailed instructions. I really appreciated you have taken the time to help me in this.

I tried and the result is still not working. Please see the details I captured and see if you can find out any steps which I have not done correctly.

Thanks for providing detailed procedures.

The final result is:

The printer is scanning BUT it did not create any output! Now, it kept saying “in use” even though it is the first time I opened up the scan. This second problem is though annoying but still acceptable. I wonder which are the steps that I have not done correctly which causes the problem still exist.

I followed your instructions and couple of things I could not perform 3 steps from your instructions.:
(1) Initially I could not uninstall the printer 3C957F, I ignore the error and the system uninstalled the printer but it still show 4 printers on the device. I didn’t bother first.

(2) I didn’t use the cmd key as there was no exe file when I clicked on the download software. The software goes straight to installation. The software was downloaded from HP website:

(3) it didn’t ask me to connect USB. It simply detects my network and found the IP.

Subsequent actions:

• I rebooted the PC accordingly after the installation is successful. I went to the APP and saw only these APP

•  

• 
  When I clicked on the scanner tools utility, it pops up this error and I could not have that APP. I am not sure if this error has any relationship to scanner problem. I ignore this and click to HP scan or HP scan assistant.
• Whenever I hit the HP Scan, it always come up with this message that it is in use even though I had it first started. Then after a while, it will automatically goes to scan page.

• I tried two options (USB and NET) and when I hit scan, the physical printer will scan back and forth. It shows that the printer itself is working.

• However, it does not create any OUTPUT.

• I went to device manager and tried to remove the other two un-used devices and click uninstall. It was out of the list already. I rebooted the computer and the scanner still did not create any output.

The final result is:

The printer is scanning BUT it did not create any output! Now, it kept saying “in use” even though it is the first time I opened up the scan. This second problem is though annoying but still acceptable. I wonder which are the steps that I have not done correctly which causes the problem still exist.

[Arundata]

Hi, I did another trial and now my NETWORK connection printer will scan with output but not the USB connection printer. What I did was when i was connected via net, i did this step:

i did not save - and just miracously the scanned output came out. However, the USB connection did not buy this step. It still could not produce the output. I am not sure if this rings any bells to you... ? Currently it works for the network connection but I will try it again in another 8 hours to see if it still works again. If it goes back to square one, then it could be just pure luck. 😂

I will write again in another 8 hours to let you know the status.

Thanks again for the help and spending time to read my report.

[Andr-1611]

Hi, thank you for this detailed information.

Is the desktop from HP?

[Arundata]

No. I am using old ASUS laptop. I have this laptop for more than four years

[Andr-1611]

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