Scanning problem with LaserJet MFP M28

[Bezkitu]

Hello. I have different problem with scanning using HP Scan program and MFP 28w LaserJet Printer. When I open HP Scan program and try to scan document (as a PDF or JPG it doesn't matter) scanning is going on with breaks and after finish I have no picture of scanned document:

And this only happens with HP Scan program and my HP laptop. If I choose another program to scan ex. NAPS2 or HP SMART everything is good. If I take another laptop and use HP Scan program also is good. So something is wrong only with HP Scan program on my laptop. If I started HP Print and Scan Doctor program it detected something wrong with Device manager and want to restart the Windows. I did it but it didn't help. Any ideas how to fix it ? Thanks

[Bezkitu]

Thx for help; useless support, better never to choose HP products

[Nal_NR]

Hi @Bezkitu,

Welcome to the HP Support Community. 

I'd like to help!

Fabulous analysis. Spectacular diagnosis of the issue before posting. Kudos to you for that. You've done a remarkable job performing the steps

Kindly refer to this document and see if you have performed all the steps. 

You may also refer to this document. 

Update firmware

Hope this helps! Keep me posted for further assistance.
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!

[Bezkitu]

Dear Elohi

I think you shouldn't read my problem correctly. I wrote that I have no problem with connection with scanner using HP Scan program in Windows. Moreover I can even start scan with SCAN button (in HP Scan) and HP Printer did the scanning work but during "transfering" image after scanning there is no result (image I attached in previous message):

So DOCUMENTS you recommended to me are useless. 

I have connection with scanner. I don't have any error like "Scanning is currectly unavailable".

There is something bad only with HP Scan program in WINDOWS 10.

[Nal_NR]

Hi @Bezkitu,

Thanks for writing back. We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one on one interaction to fix the issue

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[Bezkitu]

Hello. My warranty is over. So your proposal of paid service doesn't suit me. I was thinking you are able to help me using this board.

[Yerbol]

Same problem! Have no idea how to fix it. 

[Yerbol]

I have the same problem. How to fix it??

[A_Gayathri]

Hi @Bezkitu,

Welcome to the HP Support Community

I understand you are facing a scan quality issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Does the copy also have the same issue?
• Are you able to get good-quality scans using the automatic document feeder?
• What application are you using to scan?
• Have you tried using an alternate scanning application?

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the steps mentioned in this document: Resolve scan quality problems on HP printers

Hope this helps! Keep me posted. 

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!

[A_Gayathri]

Hi @Yerbol,

Welcome to the HP Support Community

I understand you are facing a scan quality issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Does the copy also have the same issue?
• Are you able to get good-quality scans using the automatic document feeder?
• What application are you using to scan?
• Have you tried using an alternate scanning application?

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the steps mentioned in this document: Resolve scan quality problems on HP printers

Hope this helps! Keep me posted. 

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!