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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).
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‎08-01-2022 12:09 PM - edited ‎08-03-2022 02:25 PM

HP Recommended
Product: Laser Jet Pro M428/429 fdn series
Operating System: Microsoft Windows 10 (64-bit)

I am having a user that is having an issue with her MFD. She is able to print fine without issue but when opting to use the scan function, this is where the issue occurs. I have unplugged the USB connection from the printer multiple times. I have also swapped the cables as during the first reinstall, it seemed that the printer could not be detected. In addition, I have removed the printer through Control Panel, and uninstalled all HP related programs. I updated her laptop to ensure her device was current but still am able to print. However, the scanning function does not work, and I am not sure where to enable it. The message states that the Scan function has not been enabled but I do not understand how as it is never detected during the installation. What else can I try to get this issue resolved?

 

Update: I went to HP Support, and downloaded HP Print also. I ran the download on my computer, and connected locally to the user's printer. I can still print fine but again the scanner feature is not enabled is the message I received. I looked in the setings but there does not seem to be an option to activate on the device. Any help would be much appreciated. 

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