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09-21-2011 08:35 AM
I have an HP OfficeJet 6500 E709A (CB815A).
I am running HP Solution Center 188.8.131.52 on Windows 7 64-bit.
I have used the OfficeJet for approximately a year to print, scan and fax with no significant problems.
About a week ago I upgraded the router on my network. Since performing that upgrade I can still print and fax, but the scan function no longer works.
When I attept to perform a scan I receive the following error message:
If I bypass the network by connecting my laptop directly to the OfficeJet using an ethernet cable, the scan function of HP Solution Center starts working again (without making any changes to the configuration of the laptop or the OfficeJet). It would therefore seem that the problem is related to the operation of the network scan function when traffic is passing through the upgraded router.
Furthermore, if I attempt to perform a scan over the network using the WIA Support function in Photoshop, I can acquire a scanned image successfully.
This leads me to believe that the problem that I am experiencing is specific to the operation of HP Solution Center when routed through my upgraded router.
The next step in my diagnosis was to use WireShark to look at the network traffic at the time a scan request in initiated. I am not experienced in analysing this level of network exhange, but one thing stood out to me. At the point that a scan is initiated there are a large number of malformed packets exchanged between the OfficeJet and my laptop. A portion of the Wireshark log is shown below. (Laptop = 192.168.0.16, OfficeJet = 192.168.0.106)
I now suspect that my upgraded router is rejecting some or all of these malformed packets.
At this point I am stuck. It would seem my choices are:
1. Downgrade the router. This is not a realistic option as the upgrade has many other benefits.
2. Direct connect the laptop and the OfficeJet. Again, not realistic since we have multiple laptops.
3. Look to HP for further diagnosis and, if I am correct, develop a fix to HP Solution Center.
Any thoughts or other suggestions?