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Troubleshooting Procedure:
1) Check if you are able to scan from front panel of the printer
2) Check if you are able to scan from MS Paint(USB connection) or from EWS webpage(Network connection)
3) Check if you are able to scan using hpqscnvw or hpiscnapp file
4) Check if multiple tabs are present in HP Solution Center and you are scanning by selecting the
correct printer tab.
Note: Make sure that you capture what is happening while performing above and also for any error
message.
Before proceeding with below solutions, close the error message, HP Solution Center, MS
Paint/EWS page if open.
Solution I:
1) Stop and Start the services PML Driver HPZ12 and Net Driver HPZ12 from Services.msc. To open Services, click on Start ==> Run. In the Run box type services.msc and click OK.
2) If does not work, change "Startup Type" of PML driver to Manual. Close HP Digital Imaging monitor and run it again from C:/Program Files/HP/Digital Imaging/bin/ Double click the file hpqtra08.exe
Solution II:
Take a backup of the registry before proceeding with below steps.
1. Click the plus (+) sign next to HKEY_LOCAL_MACHINE.
2. Click the plus (+) sign next to SYSTEM.
3. Click the plus (+) sign next to CurrentControlSet.
4. Click the plus (+) sign next to Control.
5. Click the plus (+) sign next to Class.
6. Scroll down the list and look for the key {6BDD1FC6-810F-11D0-BEC7-08002BE2092F}. If the key is not present create it and its entries in right pane as shown in image below.
7. Select the key and look at the entries in the right pane. The entries displayed should be as shown in
above figure.
If there is an entry that looks like this” LowerFilters REG_MULTI_SZ lvmvdrv”, right click on it and
select DELETE.
8. Delete ANY extra entries that are not on the image above. Create the entries you do NOT have.
9. Now look for the key {4D36E979-E325-11CE-BFC1-08002BE10318} and its entries in right pane. It should look as in image below. Any extra entries present delete them. Any entry missing, create them.
10. Close the error message if it is still displayed.
11. Turn OFF the printer, wait for 1-2 minutes and turn it ON.
Note: If connectivity is USB, Disconnect the cable from computer port and turn OFF and turn ON the
printer.
Solution III:
1) Run HP Scan Diagnostic Utility.
2) Check if firewall is blocking any files or ports
3) Try the registry steps in c01841670
Solution IV:
1) Perform L3 un-installation
2) Open Registry and perform below steps:
a) Now, click "+" beside HKEY_LOCAL_MACHINE\SYSTEM
b) Click "+" beside CurrentControlSet
c) Click "+" beside Control
d) Click "+" beside Print
e) Click "+" beside Environments
f) Click "+" beside Windows NT x86
g) Click "+" beside Drivers
h) Under this key, there will be the keys Version-2 and Version-3 (some may be absent,
which is normal)
i) Click on each Version key to find contents in the right-window pane.
j) Delete all the sub-keys inside Version-2 and Version-3, but not these keys themselves.
k) From File menu, click exit.
l) Click Start, Run and type "cmd" (without quotes)
m) Key-in the following commands:
net stop spooler
net start spooler
n) Type exit.
o) Open Windows Explorer and navigate to:
%systemroot%\system32\spool\drivers\w32x86
NOTE: %systemroot% is usually C:\Windows, but it might be "winnt" or something else;
this is set when the OS is installed.
p) Inside w32x86, there will be folders with the names 2 and 3 (some may be absent, which
is normal)
q) Delete all of the files and sub-folders in each of the 2 and 3 folders, but not the folders
themselves.
r) Inside w32x86, there may be other folders with names starting with "hewlett_packard",
"hp" or something else; delete these folders also.
s) Restart the print spooler (as in 2nd step, above)
t) Restart the computer and install the software.
