My printer says offline. I can print connected to my wifi but will not scan. Error msg. Device Manag

[valabee]

I have a new router. Person installing it, rip out my cable from printer to old router so now I'm trying to use wifi. I can print fine, but HP Smart says it's offline. When I do a  'diagnose and fix', I get a Device Manager error. Thank you for helping.

[A_Gayathri]

Hi @valabee ,

Welcome to The HP Support Community.  

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

I understand the issue may be related to the recent changes with your router and how your HP OfficeJet Pro 8028e is configured for scanning over WiFi. Since you are able to print but unable to scan, it might be that the scanning services are not properly configured after the change in the network setup.

Here’s how you can resolve the issue:

Steps to Troubleshoot:

Restart Your Printer and Router:

• Turn off your printer and router for at least 2 minutes.
• Turn your router back on and wait for it to fully restart.
• Then, turn on your printer and wait for it to connect to the network.

Check Printer’s IP Address:

• On your printer's control panel, print a Network Configuration Page to find your printer’s IP address.
• Ensure that your printer is connected to the correct WiFi network (the same one as your computer).

Update Printer's IP in HP Smart:

• Open the HP Smart app.
• Go to the settings or printer section and make sure that the app is using the correct IP address for your printer.
• If it is incorrect, update it to match the printer’s current IP address.

Run HP Print and Scan Doctor: HP Print and Scan Doctor

• Download and run HP Print and Scan Doctor.
• This tool can automatically diagnose and resolve issues related to scanning.

Update Scanner Driver:

• Open Device Manager on your computer.
• Expand the "Imaging Devices" section.
• Right-click on your scanner (if visible) and select "Update driver."
• Choose "Search automatically for updated driver software."
• If the scanner is not listed or if an update doesn’t work, uninstall the scanner from Device Manager and restart your computer to reinstall it automatically.

Reinstall HP Smart:

• Uninstall the HP Smart app from your computer.
• Restart your computer.
• Reinstall the HP Smart app from the Microsoft Store or HP website and set up the printer again.

Check Windows Firewall or Antivirus:

• Sometimes, firewall or antivirus settings can block scanning services. Ensure that HP Smart and related printer services are allowed through your firewall.

Check for "Webscan" in the Embedded Web Server (EWS):

• Access your printer’s Embedded Web Server (EWS) by entering the printer’s IP address into a web browser.
• Navigate to the Webscan option under the Settings or Security tab and enable it.
• This can allow scanning through a browser if the HP Smart app is not working.

Refer to this document: HP OfficeJet Pro 8028e All-in-One Printer User manual 

I hope this helps. 

Take care and have a good day.

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