Scanner cancelling the scan

[EricTD]

My cancelled scans using Smart HP  just started with my MFP M28w. I know this has been a repeated problem, but I've never really seen it resolved. I have an added observation which might help. When I scan a document, scan is cancelled. When there is no document, or a clean sheet, it does scan. And gives a preview, and detects edges. I've tried everything else suggested but haven't resolved the problem. Wondering if successfully scanning a blank page tells us anything?

And btw, it's at the printer, not with the software or the pc, because I scan fine with another printer, an older HP251 desk jet.

[Hawks_Eye]

Hi @EricTD 

Welcome to the HP Support Community! 

Thanks for posting your query! We're here to help you get back up and running.

Commendable diagnosis, superb troubleshooting, and splendid description of the issue before posting. Hats off to you on that score. 😊 

It seems like your HP LaserJet MFP M28w is encountering a hardware-related issue with scanning documents, as it works fine with blank pages but cancels scans with actual content. 

This observation is indeed helpful and suggests that the problem might be related to the scanner's ability to process certain types of documents. 

Here are some steps to troubleshoot and potentially resolve the issue:

1. Clean the Scanner Glass

• Dust, smudges, or debris on the scanner glass can interfere with the scanning process.
• Use a soft, lint-free cloth slightly dampened with water or glass cleaner to clean the scanner glass and the white backing under the lid.
• Ensure the glass is completely dry before attempting to scan again.

2. Check Document Placement

• Ensure the document is placed correctly on the scanner glass:
  • Align it with the guides on the edges of the glass.
  • Avoid placing documents with very dark or reflective surfaces, as these can confuse the scanner.

3. Update Printer Firmware

• Visit the HP Support website to check for firmware updates for your printer. Firmware updates often resolve known issues and improve scanner performance.

4. Perform a Factory Reset

• Resetting the printer to factory settings can clear any persistent glitches:
  • Access the printer's control panel or use the HP Smart App.
  • Navigate to Settings > Printer Maintenance > Restore Factory Defaults.

5. Test with Different Documents

• Try scanning documents with varying content (e.g., text-only, images, or mixed content) to identify if the issue occurs with specific types of documents.

If this solution hits the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye