Re: Printer Problems

Jeff Gaines wrote:

If you are running Vista 64 you need the 64 bit drivers from HP:

http://h10025.www1.hp.com/ewfrf/wc/softwareCategory?product=3192753&lc=en&cc=uk&dlc=en&submit.y=8&submit.x=11&lang=en&cc=uk


Already done that.

This is the reply from HP.

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Issue Cause:
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I would like to inform you that this issue might ocuur if the communication is not good in between the All-in-One and the computer or the All-in-One software is not installed completely. For your valuable assistance I am enclosing the steps to resolve the issue.


Solution Summary:
=============
Step 1:Scan from WIA.
Step 2:USB Refresh.
Step 3:Check whether Digital Imaging Monitor is running or not.
Step 4:Search for hpqscnvw.exe
Step 5:Uninstall and Reinstall the All-in-One software.

Solution:
=======

Step 1:Scan from WIA.
================
Please try scanning from window image acquisition ( WIA ) drivers to check communication between All-in-One and computer using below steps.

NOTE: This feature works only with Windows Vista Ultimate, Windows Vista Business, and Windows Vista Enterprise.

=== Scanning with Windows Photo Gallery ====

1. Click the Start () icon.
2. Click All Programs.
3. Click Windows Photo Gallery.
4. Click File and then click Import From Scanner or Camera.
5. Click Import.
6. Click Scan.

=== Scanning with Windows Fax and Scanning ====

1. Click the Start () icon.
2. Click All Programs.
3. Click Windows Fax and Scanning.
4. Click New Scan.
5. Click File and then click Scan.

=== Scanning with Paint ===

1. Click Windows.
2. Click All Programs.
3. Click Accessories.
4. Click Paint.
5. Click File and then click From Scanner or Camera.
Click Scan.

If you are able to scan from WIA drivers, it indicates that All-in-One is working fine esle follow step 2.

If you are able to scan from the WIA, I request you to perform the in Step 3.

Step 2: USB Refresh
===============

Perform the following steps to troubleshoot the USB port when a USB device is not working properly:

1. Unplug all USB devices connected to the computer. This includes thumb drives, printers, and video cameras. If you are using a USB mouse and keyboard, temporarily use PS/2 devices if available, otherwise leave them connected.

2. Click Start, right-click Computer, and select Properties.

3. Click Device Manager.

4. Click the ( +) plus sign next to the Universal Serial Bus Controllers.
Select USB Root Hub, and then click Uninstall icon. Continue until all USB Root Hubs are removed.

6. Close Device Manager and restart the computer.

7. If the USB device that is having problems came with software and it was not previously installed, install the software now following the manufacturer provided instructions.

8. Reconnect the USB device that was having problems and test it to see if it works.
The device should now work properly. If problems persist, continue using these steps.

9. Click Start, right-click Computer, and select Properties.

10. Click Device Manager.

11. Click the ( +) plus sign next to the Universal Serial Bus Controllers. Double-click the device or USB Root Hub.
On the General tab, one of the following four conditions are displayed:
** Unknown Device - If the device displays as an unknown device, check the following items:
If the USB device is connected to a USB port on a keyboard or hub, unplug it and plug it into a USB port on the computer.

** The device may not be getting enough power. If other USB devices are connected to the system, remove all other USB devices (except keyboard and mouse) and try a different available USB port. If this solves the issue, use a powered USB hub to power more devices.

** Other Device - If the device displays under Other Devices the USB ports are working but the device software drivers need to be installed. Unplug the USB device and install the software drivers.
** Device Name Displays - If the name of the device is shown, the USB port is working properly. There is a physical problem with the device or there is an issue with the device software drivers. Try disconnecting the USB device, uninstalling the device's software (if any), and then reinstalling the software. Restart the computer and try connecting again. Refer to the manufacturer of the USB device for more information.

** Device Not Listed - If the device is not listed at all, continue to the next section; USB device not detected by the system.

If the issue still persists I request you to try with the another USB cable.

Step 3:Check whether Digital Imaging Monitor is running or not.
============================================
The Digital Imaging Monitor must be running for the scan to feature to function. The Digital Imaging Monitor normally displays in the system tray in the bottom-right corner of the computer screen, which is next to the time. The Digital Imaging Monitor is ready when a check mark displays on the icon. This can take some time after startup to complete the initialization and for the check mark to display on the icon.

Run the digital imaging monitor icon manullay using below steps.

1. Click Start and then click Run.
2. Click Browse.
3. Verify that C: is selected in the Look in section, and then locate and double-click Program Files from the list of folders.
4. Double-click the Hewlett-Packard folder.
5. Double-click the Digital Imaging folder.
6. Double-click the Bin folder.
7. Double-click the hpqtra08.exe file.

This will start running the Digital Imaging Monitor in the back ground.

Now try scanning from All-in-one and check the functionality. if the issue persists, then perform the steps provided in Step 4. Step 4:Search for hpqscnvw.exe
======================

Search for HP Basic Scan file "hpqscnvw.exe" and try to scan from it.

1. Click Windows Icon and then click Run.
2. Type hpqscnvw.exe then click Ok and locate the file and scan from there.


Now try scanning from All-in-one and check the fucntionality. If the issue persists then uninstall and reinstall the All-in-One software by performing the steps below.

Step 5:Uninstall and Reinstall the All-in-One software:
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Here are the steps:
====================
To view hidden files in Windows VISTA
====================
1) Open Control Panel and open Folder options
2) Click on View and select the option " Show all hidden files "
3) Click Apply and click Ok.

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Uninstall the software
==================
1) Disconnect the printer from the computer or network.
2) Click on Windows button on the Computer.
3) Click on Computer option.
4) Click on C Drive letter to open it.
5) Double Click on Users folder to open it.
6) Double Click on the folder "Name will be the Windows Vista LOGIN NAME".
7) Double Click on Appdata folder to open it.
Note : If you are unable to locate Appdate, check in other Users folder.
8) Double Click on Local folder to open it.
9) Double Click on Temp folder to open it.
10) Double Locate and Click on 7zs2b7.tmp folder to open it.
11) Double Click on Util folder to open it.
12) Double Click on CCC folder to open it.
13) Double click Uninstall_L3
NOTE: For 64 bit, the uninstallation file will look like Uninstall_L3_64 and for 32 bit it will be Uninstall_L3

======================
Reinstall the All-in-One software.
=======================

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-49256-2&lc=en&dlc=en&cc=us&os=2093&product=3192753

Note:Copy and Paste the complete URL in the web browser and click enter.

Now check the functionality.

John,I believe that the information given above should help you to resolve the issue. Please reply with observations and results, we appreciate your support and cooperation.

I wish to take this opportunity to thank you for being one of our most valued customers.
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