Can't scan from my machine using OfficeJet 8500

[StuartHemming]

I've recently been given an OfficeJet 8500 wireless all in one.

I've downloaded and installed the latest drivers from here and installed them on my new Win 7 64-bit machine.

Whilst I can print and I can get the machine to scan and save to a network folder, I can't get any of the scan functions to work from my PC.

The system simply tells me to restart the printer, then reboot my machine then uninstall and reinstall the drivers. None of this works.

The set up program suggested opening up a couple of ports through the firewall. I did that for both inbound and outbound traffic; again nothing.

The scan diagnostic utility has also suggested uninstalling and reinstalling the drivers. Having failed to make a difference on 2 occasions, I'm unclear how or why doing it a third time will help.

FWIW, I'm running Win 7 home professional with all of the hotfixes for that, Office 2010, Visual Studio 2010 and SQL Server 2008 R2 installed.

If anyone can offer any suggestions, I'd be delighted to hear 'em

-- 

Stuart

[pcwizard]

Hi StuartHemming,

What model of 8500 printer do you have A909 or A910?

Please download and run the (SDU) from the link below. Let me know what errors you receive?

http://www.hp.com/go/tools

[StuartHemming]

HI,

I have a 909g.

The Utility reports that...

The scan driver is unable to communicate with the product.

It then tells me to do all the things I've already done...

• Turn off and back on the printer
• Reboot the PC
• Uninstall and reinstall the software

As I said previously, I'm at this point after doing all of those things.

[pcwizard]

Hi StuartHemming,

Try using the scrubber built into the CD or Download.

From Original installation CD:

1. Insert CD into drive, and then cancel the installer

2. Open My Computer, and then right click on the CD drive and chose open

3. Open folder Util

4. Open folder CCC

5. If you have an HP computer run the L3uninstall.exe. If you have a non-HP computer run the L4uninstall.exe

6. When the uninstall has completed restart the computer

7. Run Disk cleanup from Accessories\ System Tools

8. Download and install the latest version of Adobe flash player

http://www.adobe.com/support/flashplayer/downloads​.html

9. Download the full feature software and drivers

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-88604-2&cc=us&dlc=en&lc=en&...=

10. Run the download to reinstall the printer

If software was downloaded and extracted to your system:

1. Type %temp% in the run field

2. Look for, and open the folder starting with 7z (Example: 7zS2356)

3. Open folder Util

4. Open folder CCC

5. If you have an HP computer run the L3uninstall.exe. If you have a non-HP computer run the L4uninstall.exe

6. When the uninstall has completed restart the computer

7. Run Disk cleanup from Accessories\ System Tools

8. Download and install the latest version of Adobe flash player

http://www.adobe.com/support/flashplayer/downloads​.html

9. Download the full feature software and drivers

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-88604-2&cc=us&dlc=en&lc=en&...=

10. Run the download to reinstall the printer

[StuartHemming]

Right.

Done all of that. On 2 different machines (one laptop, one desktop, both running Win7).

No joy.

Install goes OK up to the point where it searches the network looking for devices. It find the printer then reports ...

Scan communication problems detected. You may experience limited functionality when scanning from your printer to your PC.

If you are using firewall software, verify TCP port 9500 is unblocked from your PC to your printer at 192.168.0.7.

If you are using firewall software, verify TCP port 9290 is unblocked from your PC to your printer at 192.168.0.7.

To fix the issue(s) try to power your printer off and on.

I checked the firewall settings and confirmed that those ports are open, Hit retry, same report. Tried disabling the firewall completely, hit retry, same report.

Let it finishe the installation and then the HP Digital Monitor just reports that the imaging device was not found.

Now what?

-- 

Stuart

[StuartHemming]

Just to be clear; I can print from my PCs. I can set up network folders on the printer, scan and have the scan saved to my network folders.

I can also force it to scan by connecting to the EWS (although it often fails to render the page correctly).

I cannot scan from my PC (I've tried using a number of packages, including the windows Fax and Scan app).

If the printer cost £40 I'd let it go, but this is £200 worth of kit. In this day and age, I don't think it's unreasonable to expect it to work properly after 2 days of trying.

-- 

Frustrated of Grantham

[pcwizard]

Hi StuartHemming,

Follow the steps below to check the WIA Service:
1. Type services.msc in run or search program and files
2. Scroll down to the WIA Windows Image Acquisition
3. Make sure that this service is running. Click Stop, and then Restart to make sure
4. Restart the computer

Restart the Dependencies services:
1. Click on Start, in Search box type “services” without quotes.
2. Scroll down until you see Windows Image Acquisition (WIA).
3. Double click on it and go to the tab called Dependencies.
4. 2 services should be listed.
5. Exit that window and look for Remote Procedure Call (RPC).
6. Make sure it’s on manual or if it is on Auto, just leave it. Make sure the service is started though.
7. Go to Shell Hardware Detection and Double click.
8. Set the Start up Type as Manual and hit Apply.
9. You should be able to Start the service by hitting Start.
10. Now you are done and the Twain Manager should be working and not give you an error. This should fix your problem

[StuartHemming]

1. Checked services, WIA service automatic and running.
2. Restarted Service.
3. Restarted computer
4. Checked dependencies on WIA service; RPC & Shell Hardward Detection.
5. Checked RPC service, set to automatic. Additionally found RPC call locator service, set to manual, started it.
6. Checked Shell Hardware Detection service, service set to start automatically. Service was running.
7. Tried to do a scan using HP Solutions Centre. As soon as I clicked 'Scan' dialog pops up telling me that the Imagine device wa not found.

:-(

[pcwizard]

Hi StuartHemming,

Try scanning from Microsoft Paint, and let me know what happens?

[StuartHemming]

Tired both Paint & Windows Fax & Scan.

Dialog pops up sayng "establishing connection with A8500 909g - 192.168.0.7" then it disappears and is replacec by 2nd one that says "Cannot complete scan".