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Message 1 of 2
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HP LaserJet Pro MFP M28w Printer refuses to scan

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HP LaserJet Pro MFP M28w


My device has always printed with no problem and used to scan.


A few months ago whenever I tried to scan I got the following message 'An error occurred while communicating with the scanner'.


Today I finally went through the whole process of deleting all the software and re-installing everything - 'Essential software' and 'HP Easy scan' which seemed to be problem free. I still get the same message, printing is still fine.


The wireless function has never worked from day one. All functions happen via a USB cable.


I'm using a macbook pro. 


Very frustrated with the whole thing and regretting buying it in the first place.


Any thoughts would be appreciated, thanks so much.







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@m4tt1, Welcome to HP Support Community!


Since the wireless isn't working, is the printer connected to the computer via the USB cable?


Use one of the following alternative methods to scan from the computer-


Scan with Apple Image Capture

Apple Image Capture comes with macOS and OS X and provides a quick and simple way to scan a document or photo.


Image Capture does not support scanning to email, scanning as editable text (OCR), or starting scans from the printer control panel.

  1. Place the document or photo printed side down on the scanner glass, then close the scanner lid.

    If your printer has an automatic document feeder (ADF), you can use it to scan multiple page documents at one time. Do not load photos in the ADF to prevent damage to the photos and the printer.

  2. Open Finder , click Go in the top menu bar, click Applications, then double-click Image Capture.

  3. Click your printer name in the Devices or Shared list.


    If a Software for this device is not installed message displays after you select your printer, click Install, then follow the instructions to complete the installation.

  4. Click Show Details at the bottom of the screen.

    A preview of the scan displays, then change any of the following settings:

    • Scan Mode: Select the scanning bed or automatic document feeder, depending on where you loaded the original on the printer.

    • Kind: Set scan as color, black and white, or optimized for text only documents.

    • Resolution: Higher resolution produces better quality images by using more dots (pixels) per inch. Higher resolution increases the file size of the scan. Use a higher resolution for scans with graphics or items that require the best detail. If you are scanning black and white text, higher resolution is not necessary.

    • Size: Use a standard paper size, or select the Use Custom Size option.

    • Scan to: Select the folder you want scans to save to.

    • Name: Type a name for the saved scan file.

    • Format: Select the file type for the scan.


      Select the PDF or TIFF format, then select the box next to Combine into single document to save multiple page documents or multiple images into a single file. This feature is only available with these formats.

    • Image Correction: Click the pop up menu, then select Manual to display color change options such as brightness and saturation.

  5. Click Scan.

    The scan saves in the selected Scan to folder.

If this does not work, we can perform some advanced troubleshooting.


Keep me posted.


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