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Message 1 of 2
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WHERE IS MY SCAN FILES?

HP Recommended
MPF M428FDW
Microsoft Windows 10 (64-bit)

it used to work fine  for couple month and then  computer show  scanning to computer is disable. 

 of course  i went to setting to enable it ... and it wok for couple weeks... now when i scan it from printer to laptop... 

 it shows it's scanned but i  dont see the file .. file is no where to be found... 

but when i scan it from  laptop... it does work...   i have another HP  printer at home it's doing the same thing ... 

 

 I reinstall driver over and over and it's helping at all .. 

is this driver issue or PC ?   

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@MOONCHOI There are a few things we may need to consider, if its printing fine but doesn't scan or copy shows that there's something wrong with the scanner feature, the first thing we need to do, is perform a hard reset on the printer to refresh all settings and here's how you do it:

 

Step 1: Reset the printer and check the power source

Reset the printer to clear certain error states by calibrating the scanner mechanism, and then check the power source to confirm the printer is getting enough power to operate the scanner.

  1. Press the Power button to turn on the printer, if it is not already on.

  2. With the printer turned on, disconnect the power cord from the printer.

  3. Disconnect the power cord from the power source, and then wait 30 seconds.

  4. If you previously connected the power cord to a power strip or multi-plug outlet adapter, reconnect the cord directly to a wall outlet to ensure the printer is getting enough power.

  5. Reconnect the power cord to the rear of the printer, and then turn on the printer.

    • If the error no longer displays, make a test copy to confirm the issue is resolved.

    • If the error still displays, connect the printer power cord to a different wall outlet to determine if the original outlet is causing the issue.

    • If the error still displays with a different wall outlet, continue to the next step.

Step 2: Run the Print and Scan Doctor (Windows only)

Some scan error states might be resolved by running this automated troubleshooting tool for Windows computers.

  1. Go to HP Print and Scan Doctor to download and install the tool.

  2. Click Start on the Welcome screen, click your printer name, and then click Next to continue to the Finding and Fixing Problems screen.

  3. Click Fix Scanning, and then follow any on-screen instructions to resolve the issue.

    • If the error no longer displays, make a test copy to confirm the issue is resolved.

    • If the error still displays, continue to the next step.

Step 3: Check the scanner bar functionality

Perform a visual test of the scanner mechanism to see if it is jammed.

  1. Remove any original documents or photos from the scanner glass.

  2. Lift the scanner lid slightly, and then press the Copy button or icon.

    • If the scanner light does not move, the scanner mechanism is likely jammed. Contact HP to service the printer.

    • If the scanner light moves but the error still displays, continue to the next section.

Additional troubleshooting

Depending on your printer model, one or more of the following tasks might resolve the scanner issue.

  • Reinstall the printer software: Uninstall the existing printer software and driver, and then install the latest version from HP Software and Driver Downloads.

  • Restore factory default settings: For printers with touchscreen or menu-based control panels, locate the Restore Factory Defaults or similar menu under the Setup or Tools menu.

Upgrade the printer firmware using the steps mentioned in this link: Click here

 

P.S: Welcome to HP Community 😉

 

 

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Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

 

Riddle_Decipher
I am an HP Employee

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