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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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‎06-25-2024 12:41 PM - last edited on ‎06-25-2024 03:23 PM by Retired

HP Recommended
Product: HP LaserJet Pro MFP M428fdw
Operating System: Microsoft Windows 11

I need help with two of the same printers that it says "couldn't connect to scanner" and it was working fine and still prints normally. Call me to [personal info removed]. 

Category:
1 person had the same question
1 REPLY 1

‎06-26-2024 02:07 PM

HP Recommended

Hi @RetinaCenterofN,

 

Welcome to HP Support Community.

 

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

 

It sounds like you're experiencing issues with the scanning function on your HP LaserJet Pro MFP M428fdw printers. Here are a few steps you can try to troubleshoot this problem.

 

  • Restart the Printer: Sometimes, a simple restart can resolve connectivity issues. Turn off the printer, wait for about 30 seconds, and then turn it back on.
  • Check Network Connection: Ensure that the printer is connected to the same network as your computer or the device you're scanning to. Verify the network settings on the printer's control panel.
  • Update Firmware: Check if there are any firmware updates available for your printer. Updated firmware can often fix bugs and improve functionality.
  • Reinstall Printer Drivers: On your computer, uninstall the printer drivers completely and then reinstall them from the HP website. Make sure to download the latest drivers compatible with your operating system.
  • Verify Scanner Settings: Double-check the scanner settings on the printer's control panel. Ensure that the scanner function is enabled and configured correctly.
  • Check Firewall and Security Software: Sometimes, firewall settings or security software on your computer can block communication with the printer's scanner. Temporarily disable these to see if it resolves the issue.
  • Factory Reset: As a last resort, you can perform a factory reset on the printer to restore all settings to their defaults. Note that this will erase any custom settings you have configured.

 

I hope this helps.

 

Take care and have a good day.

 

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!

 

Alden4

HP Support 

Raj_05
HP Support Community Moderator
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