• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
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).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
Locked

‎10-05-2020 06:56 AM

HP Recommended
Product: laserjet MFP M28
Operating System: Microsoft Windows 10 (32-bit)

A couple of days ago the printer stopped working and when searching for printer Windows 10 could not see the printer. Changed the USB cable it didn't make any difference. But when testing the scanner part of device it  was working so nothing wrong with the connection.

Deleted the printer and downloaded new drivers from HP site but can not find the printer on PC to update the driver.

Any help please?

Category:
2 REPLIES 2

‎10-06-2020 03:23 PM - edited ‎10-06-2020 03:26 PM

HP Recommended

Hello @Far-Mot ,
Welcome to the HP Support Community!

 

The HP software must be completely uninstalled and removed of the system.

First download only this complete package: "HP LaserJet Pro MFP M28/M29/M30a Printer Full Software Solution ", File name: LJM28-M31_U_Full_WebPack_46.2.2636.exe (187.7 MB)

Then proceed as follows:

Check the system for

  • TuneUp`s
  • Optimization Tools
  • Cleanup Tools

disable them, better uninstall them. Next...

  1. Disconnect printer/scanner from computer- Disable WLAN and/or remove the USB or LAN cable.- Do not switch off the printer >> unplug the power cord from the socket!
  2. right-click Start, search for "control panel" and open "Programs and Features"
    uninstall all HP printer software > via "Programs and Features"
  3. right-click Start, search for "control panel" and open "Devices and Printers"
    In the "Devices and Printers" window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
  4. Restart the PC
  5. Close all programs
  6. Change File-Explorer-Settings:View > Options > "Change folder and search options" > Tab "View"
    • enable > Show hidden files, folders and drives
    • uncheck > Hide protected operating system files (Recommended)
    OK
  7. search for "HP [printer name]" and delete all this folders
  8. Empty the TEMP folders
    A) C:\Users\[Your user account]\AppData\Local\Temp\
    B) C:\Windows\Temp\
    9. system files cannot be deleted!
  9. Reconnect the printer to the power supply and switch it on (if this does not happen automatically)
  10. Please note: WLAN has to be deactivated!
  11. Restart the PC
  12. Close all programs
  13. Open up the run command with the "Windows Key + R" key combo > in folder Downloads click on the EXE, see above
  14. Via USB, means wait until the installation asks to connect the printer/scanner
  15. After successful installation, restart the computer again.

.

Document error messages, even better is a screenshot and upload here.

 

Note:

Change the File Explorer settings again -

  • enable > Don`t show hidden files, folders or drives
  • click button > Hide protected operating system files (Recommended)
    OK

Hope this helps! Keep me posted.
Andreas

If my post resolved your problem please mark this post as an "Accepted Solution".
Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks”!

German community:
created 11,631 posts + generated 1,114 solutions + received 1,654 kudos

I'm not an employee of HP, I'm as volunteer here.
        
Inquiries via private messages (PM) cannot be answered.
Was this reply helpful? Yes No

‎10-07-2020 04:54 AM

HP Recommended

I had a similar issue with a printer. It was a problem in Windows Update, and I had format my computer to work fine again. Before that, try to reinstall the printer driver, using file compatibility for Windows 7 or 8. (Click with right button in .exe install file; click in Compatibility; and in Compatibility mode, use Windows 7). 

---------------------------------------------------------------------------------
If you find the information provided useful or solves your problems, help other users find the solution easier by giving kudos and marking my post as an accepted solution.
I am a volunteer, passionate and dedicated user, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.

https://www.linkedin.com/in/paulohsnunes/
Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.