unable to communicate with scanner

[Jim763]

Scan Doctor was unable to fix.

Wireless connection. Printing works fine

[zoey7886]

@Jim763, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding your HP Laserjet printer! 

We're thrilled to have the opportunity to assist you and provide a solution.  

It sounds like your HP LaserJet Pro MFP M428fdw is having scanning issues, even though printing works fine over a wireless connection, and HP Print and Scan Doctor couldn't fix it. Here are a few troubleshooting steps you can try:

Restart Devices

• Power off your printer, router, and computer.
• Wait for about 2 minutes and turn them back on.
• Try scanning again.

Check HP Smart or Windows Fax and Scan

• Open HP Smart or Windows Fax and Scan to check if the scanning feature works there.
• If scanning works in another program, the issue may be with the scanning software.

Reinstall HP Printer Drivers

• Uninstall the current HP software from your PC.
• Download and install the latest full feature drivers from HP’s website.

Check Windows Image Acquisition (WIA) Service

• Press Win + R, type services.msc, and press Enter.
• Scroll down and ensure WIA (Windows Image Acquisition) is running.
• If not, right-click → Start the service.

Check Firewall or Antivirus Settings

• Some firewalls block scanning over the network. Try temporarily disabling your firewall or antivirus, then test scanning.

Use a USB Connection as a Test

• If possible, connect the printer via USB to check if scanning works.
• If it works over USB but not Wi-Fi, the issue is likely with the network settings.

Let me know what happens, and I can guide you further! 😊  

Take care, and have an amazing day!  

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Regards,