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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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‎10-02-2024 04:06 AM

HP Recommended
Operating System: Microsoft Windows 11

Good morning everyone,
I have a (double) seemingly unsolvable problem.

I have 2 HP Laserjet MFP M28W printers connected to 2 different PCs with 2 different operating systems (1 updated Windows 11 and the other updated Windows 10).
For a few years they both worked normally, both printing and scanner.

A couple of years ago, both of them presented this problem; printing: all ok; scanning: the document is read correctly but the result is a blank sheet; other times, the first document is scanned correctly and therefore printable but, in the case of several sheets of the same file, the following sheets are read but the result is always a blank sheet.

I have tried everything; uninstalled all the HP software and reinstalled to the latest version; installed the HP Doctor software; updated the firmware to the latest release. No results.

I am certain that the printer hardware is working because trying scanning with the alternative Vuescan software (which is paid, however) all works.

I think the problem is in the HP software and I think I am not the only one with this problem.

Has this happened to any of you as well?

2 REPLIES 2

‎10-03-2024 10:26 AM

HP Recommended

Hi @Casbenat2,

 

Welcome to HP Support Community.

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

 

Good morning! It sounds like you're facing a frustrating issue with your HP LaserJet Pro MFP M28W printers. Since the scanning works with Vuescan, it does indicate that the hardware is likely functioning properly, which suggests a software-related problem. Here are some steps you can try to troubleshoot the HP scanning issue:

1. Use HP Smart App

  • Instead of relying on the traditional HP software, try using the HP Smart app for scanning. It often handles connections more smoothly, especially on updated Windows systems.

2. Check Scanner Settings

  • Open the HP software you installed and go to the scan settings. Ensure that the settings (such as color, resolution, and file type) are appropriate for the documents you’re scanning.

3. Try Different File Formats

  • When scanning, try saving the documents in different file formats (PDF, JPEG, etc.) to see if that affects the output.

4. Update Drivers and Software

  • Make sure both the printer drivers and the HP scanning software are the latest versions. Sometimes older versions can conflict with newer operating system updates.

5. Disable Firewall/Antivirus Temporarily

  • Some firewall or antivirus settings can interfere with scanner functions. Temporarily disable them to see if the scanning works, but remember to turn them back on afterward.

6. Reset Printing System

  • On both PCs, go to Settings > Devices > Printers & scanners and remove the printers. Then, restart the PCs and re-add the printers.

7. Check USB Connection/Wi-Fi Stability

  • If connected via USB, try a different cable or port. If using Wi-Fi, ensure the connection is stable. You might want to temporarily connect via USB to see if that resolves the issue.

8. Run Windows Troubleshooter

  • Go to Settings > Update & Security > Troubleshoot > Additional troubleshooters and run the Printer troubleshooter.

9. Reinstall HP Software

  • Fully uninstall all HP software, reboot the PCs, and then reinstall the HP software. Make sure to follow the installation prompts carefully.

10. Check for Windows Updates

  • Ensure that both Windows 10 and 11 are completely up to date, as sometimes system updates can resolve compatibility issues.

 

I hope this helps.

 

Take care and have a good day.

 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

 

Rachel571

HP Support

.
Sneha_01- HP support
Was this reply helpful? Yes No

‎10-05-2024 01:10 PM

HP Recommended

Hi Rachel571,
I have tried all possible solutions including the HP Smart App solution. Unfortunately, none of these solutions have worked; The Print function has never had a problem, while the scanning function continues to fail. However, I found a way around this problem: I installed the Naps2 program which works excellently.
We will never know what the source of the problem was, but at least as of today I can use the scanner normally.

Thank you for your help anyway.

 

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