Installation Problem, HP PSC 2410 Photosmart All-In-One

[PABach]

My product is an HP PSC 2410 Photosmart All-In-One, and my operating sytem is Windows XP, Service Pack 3.

Recently, I started experiencing the following problem: whenever I tried to send a fax from my computer, I received the following error message: "The fax could not be sent because of a communication error with the fax device. The fax will be moved to the fax log where you can re-send it."  I was still able to fax directly from the printer.  My exact problem is described in a TechSupport Forum post: http://tinyurl.com/d6x6rbz

As suggested in that post, I uninstalled the HP printer software and registry entries using the All-in-One software removal utility (Level 3), downloaded the latest version of the software from HP's website, and tried to reinstall the software.

During the installation process, I received a "file name is too long" error message.  The file is stored at

C:\Program Files\HP\Digital Imaging\{A1062847-0846-427A-92A1-BB8251A91E91}.  Later on in the installation process, I received another error message: "An error occurred communicating with the scanning device.  Please ensure the device is connected correctly and try again."  I confirmed that the device was connectly correctly.

After the installation process was complete, I tried using HP Director, but it doesn't load.  I ran the HP Print and Scan Doctor, and my printer checked out fine.  However, when I tested my scanner, I received the following message: "The Twain component may be corrupted. Remove the software by clicking "Uninstall". Reinstall the software with the product CD or by downloading the most current Full Feature software from HP Customer Care (Recommended)."

I dutifully followed the recommended approach (with the most current HP software) and ended up back in the exact same place.

Please help.  Thanks.

[Travis_C]

Hello PABach

Based on the problems you described, as well as the link you provided, it sounds like a problem with the installation. The following instructions will "scrub" the printer software and should allow you to re-install as if it was the first time installing the printer on that computer. The L4uninstall.bat is more complete than the Level 3 uninstall you may have already done. Please let me know if anything changes or what errors occur.

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. Run the L4uninstall.bat

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://get.adobe.com/flashplayer/

9. Download the full feature software and drivers

PSC 2410 Software

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. Run the L4uninstall.bat

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://get.adobe.com/flashplayer/

9. Download the full feature software and drivers

PSC 2410 Software

10. Run the download to reinstall the printer

[PABach]

Thanks very much for getting back to me.

I followed the steps you outlined below under "If software was downloaded and extracted to your system" (which it was), and experienced the exact same error messages during installation and the exact same problems with HP Director and the corrupt Twain component after installation.  Note that the "file name is too long" error message appears shortly after the printer is connected to the computer via the USB cable.  In addition to the steps you suggested, I also disabled my AntiVirus software (avast! Free Antivirus) before getting started, just in case that was interfering with the uninstall or the reinstall.

Is there any way to specifically target the "file name is too long" error message, which appears to be at the root of the problem?  I'm aware of at least one other instance  where that error message cropped up during the installation of an HP printer, and an HP employee suggested a workaround: http://tinyurl.com/cpel78q  In that case, the problem appears to have involved printing, whereas my problem involves scanning.  Are there any similar fixes or workarounds available to me?

Note that, while HP Director is nonfunctional, I can still access the scan function using the HP Image Zone software and a few other programs installed on my system, including Microsoft Paint and the PDF 24 Editor.  Among the things I can't do is send faxes from my computer using the HP software.  I can still send faxes from my computer using Microsoft fax, and I can also send faxes directly from the printer.

Thanks again.

[Travis_C]

Hello PABach

The workaround in that link you posted will allow you to install a different driver for printing. The only workaround for scanning would be to use a different application such as Paint or the PDF 24 Editor you use.

Based on the information thus far it sounds like there is a problem with the operating system. Windows XP should allow a max filename length of 255 characters. The number of characters in the error is quite a bit smaller than the max filename length.

Source: Comparison of File Systems

You could install the printer on another computer to see if the problem persists on another machine. That would help isolate the problem.

[PABach]

You could very well be right that this is a problem with my operating system, but I haven't experienced the "file name is too long" error anywhere else.  Incidentally, I'm current in all my Windows updates.  Is there a way to diagnose and correct this issue in Windows XP?  I've already run the System File Checker (SFC.EXE /SCANNOW) in XP, but that hasn't fixed the problem.

I have one other computer running Windows XP.  I'll try to install the printer software there when I have a chance, and I'll let you know how it goes.

[Travis_C]

Hello PABach

Installing the printer on your other computer would be the easiest way to isolate the problem. I will see if I can find any information on fixing your problem. I have had the error before but trying to move a folder to a different hard drive. That seems to be the most common time people see "File name too long" based on my experience and searching with Google.

[PABach]

I attempted to install the printer on my other computer (a Toshiba laptop, also running Windows XP), and, while I didn't see the "file name is too long" or any other error message, the installation terminated prematurely and the laptop ended up in the same state as the original computer.  That is, HP Director was nonfunctional and the HP Print and Scan Doctor gave me the message that the Twain component may be corrupted.

I wonder if this problem has been created by a recent update to Windows XP.  Another possibility is that my antivirus or firewall programs are somehow interfering with the installation.  Note, however, that the installation failed on my original computer even after I did a clean boot.

My antivirus software is avast! Free Antivirus, version 7.0.1456, and my Firewall is Comodo Firewall, version 5.10.228257.2253.

Incidentally, my original compuer is an HP Pavilion a450n.

Any further suggestions?

Thanks.

[Travis_C]

Hello PABach

Do both computers have Avast! and Comodo? Also do you have Windows Firewall running as well as Comodo? Regardless of application any application can sometimes cause problems with other applications.

The following article is designed for troubleshooting Fatal Error 1603, however, it contains steps to disable Windows startup components and updates to ensure other applications don't interfere with the installation. Make sure Avast! and Comodo are temporarily disabled as well. Solution One of the article deals with Registering Windows Components and while it may not be necessary it is still has good steps to follow.

Fatal Error 1603

[PABach]

Yes, both computers are running Avast! and Comodo.  The Windows firewall isn't running on either computer.

I've already tried to do the installation after disabling Windows startup components and other programs, including Avast! and Comodo (a so-called "clean boot"), but maybe I missed something.  I'll try one more time when I have a chance and will let you know how it goes.

Thanks.

[Travis_C]

Hello PABach

Lets try something a little different as well. To try and shorten the path of the installation directory.

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. Copy the folder to the root directory C:\

4. Open the folder and scroll to Setup.exe

5. Try running the installation and see if the same problem happens.

Note: you may see several 7z folders. If you want to be certain you grabbed the right one follow these additional instructions.

1. Type %temp% in the run field

2. Delete all folders and files in the temp folder. (some may not be able to be deleted just skip them)

3. Run the downloaded PSC 2410 installer.

4. After it finishes extracting press cancel. You should now have a single 7z folder in the temp folder.