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Message 1 of 4
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HP Laserjet MFP M28-M30 scanner not working

HP Recommended
MFP M28-31
macOS 10.13 High Sierra

Scanner doesnt work. It used to work but the there were issues with wireless printing so I connected an ethernet cable. HP Easy scan would not install correctly but I found with the cable I could print anyway.

Except that now it wont scan, it says the printer is offline. The print and scan preferences shows the printer with a red dot next to it so it's not possible to open the scan dialogue box.

I'm trying to sort this out remotely as the printer is not mine, belongs to a client who is a 45 minute car ride away, so it would be good to resolve remotely if possible...

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HP Support Agent
HP Support Agent
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Message 2 of 4
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Hi @pheydonj,

 

I read your post and understand you're facing issues scanning, I'd like to help 

 

Are you able to make copies using the printer?

 

Let's try the below steps to see if that helps -

 

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

 

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

 

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

 

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

 

I'd like to know the following to isolate the issue further-

 

1.) Are the printer and Mac connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

4.) Is there an antivirus software installed on your Mac?

5.) Could you perform a ping test using the Mac Network Utility and let me know the results? Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

 

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

 

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.  Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems. 

 

Uninstall the printer software -

 

1. Click Finder in the Dock.

2. In the menu bar, click Go, click Applications, and then open the HP or Hewlett Packard folder.

a) If HP Uninstaller is in the folder, double click it, and then follow the on-screen instructions to uninstall the software.

b) If HP Uninstaller is not in the folder, continue to the next step.

3. Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock.

4. In the menu bar, click Go, click Go to Folder, type /Library/Printers, then click Go.

The Printers folder opens.

5. Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock.

6. Restart the Mac.

7. Right-click or Ctrl + click the Trash icon, and then select Empty Trash.

 

And then reinstall the printer full-featured drivers from software and drivers page 

 

Hope this helps! Keep me posted. 

 

Welcome to the HP Support Community. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping

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The printer is connected to the macbook with an ethernet cable.

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HP Support Agent
HP Support Agent
5,604 5,576 333 369
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Uninstall the printer drivers-

  1. Disconnect the USB cable from the printer, if necessary.
  2. Click Finder

https://support.hp.com/doc-images/472/c03765695.gif

 in the Dock.

  1. In the menu bar, click Go, click Applications, and then open the HP or Hewlett Packard folder.
    • If HP Uninstaller is in the folder, double click it to uninstall the software, and then skip to the step to prepare the printer for the driver installation.
    • If HP Uninstaller is not in the folder, continue to the next step.
  2. Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock.
  3. In the menu bar, click Go, click Go to Folder, type /Library/Printers, and then click Go.
  4. Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock.
  5. Right-click or Ctrl + click the Trash icon, and then select Empty Trash.
  6. Prepare the printer for the driver installation. Make sure it is turned on, cartridges are installed, and plain paper is loaded in the main tray.

To update Mac, try these steps - How to update the software on your Mac

Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware

 

And then reinstall the printer full-featured drivers from software and drivers page 

 

Let me know!

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