scanner will cycle but will not complete copy on computer

[SC2993]

keep getting error message when scanning, problem scanning, something went wrong. please try again

[Elohi_NR]

Hi @SC2993,

Welcome to the HP Support Community. 

I'd be happy to help you! 

To troubleshoot the issue with your HP OfficeJet Pro 8028e where the scanner cycles but does not complete the copy process on the computer, follow these steps:

Step 1: Check Connections

1. Ensure Proper Connections:
   • Make sure the printer is properly connected to the computer via USB or is connected to the same network if using Wi-Fi.
   • Verify that the connection is stable and not intermittently disconnecting.

Step 2: Restart Devices

Restart Printer:

• Turn off the printer, wait for 30 seconds, and then turn it back on.

Restart Computer:

• Restart your computer to refresh the connection and clear any temporary issues.

Step 3: Update Printer Drivers and Software

Visit HP Support:

• Go to the HP Customer Support - Software and Driver Downloads.

Find Your Printer:

• Enter "HP OfficeJet Pro 8028e" in the search bar and select your printer model.

Download and Install Drivers:

• Download and install the latest drivers and software for your printer.

Install HP Smart App:

• Download and install the HP Smart app on your computer, which can help manage scanning and copying tasks more efficiently.

Step 4: Use HP Print and Scan Doctor

Download HP Print and Scan Doctor:

• Download and run the HP Print and Scan Doctor tool.

Run the Tool:

• Follow the on-screen instructions to diagnose and fix any issues with the printer and scanner.

Step 5: Check Scan Settings

Open HP Smart App:

• Open the HP Smart app on your computer.

Select Scan:

• Select the Scan option and ensure the settings are correctly configured (e.g., resolution, file format).

Test Scanning:

• Try scanning a document to see if the issue persists.

Step 6: Perform a Copy Test

Use Printer Control Panel:

• Use the printer's control panel to perform a copy operation directly from the printer to check if the hardware is functioning correctly.

Check for Errors:

• Observe if any error messages are displayed on the printer's control panel during the copy process.

Step 7: Reset Printer

1. Factory Reset:
   • Perform a factory reset of the printer. Note that this will reset all settings to default.
   • Refer to the user manual or HP support website for instructions on performing a factory reset.

If none of these steps resolve the issue, there may be a hardware problem with the scanner or printer. In that case, contacting HP phone Support for further assistance would be the best course of action.

Hope this helps! Keep me posted for further assistance.

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