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DaniW
Posts: 777
Member Since: ‎11-10-2008
Message 1 of 5 (189,648 Views)

Resolving HP Solution Center Scan and Product Status Issues After Upgrading Windows Vista to Windows 7

Greetings, 

There are currently a few threads discussing the above issue and there are 2 documents to help you out here

 

HP Document

 

Microsoft Document

 

According to the Microsft answers board "There is an update being created that will be released shortly that will be available on through Windows Update."

 

When this becomes avaiable I will update this post

 

Thanks & regards

DaniW
HP Forum Admin

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HP Administrator
DaniW
Posts: 777
Member Since: ‎11-10-2008
Message 2 of 5 (189,540 Views)

Re: Resolving HP Solution Center Scan and Product Status Issues After Upgrading Windows Vista to Win

I am pasting the HP solutions to this issue which are the referred to HP document and locking this thread

 

Support details

Issue When you upgrade your computer's operating system from Windows Vista to Windows 7, one or more of the following issues are present in HP Solution Center.

  • You cannot scan from HP Solution Center using HP Twain Scan.
  • When you try to scan from the front panel of the product, No Scan Options displays on the control panel.
  • When you open the Product Toolbox in HP Solution Center, the following error displays in the window. The computer is unable to establish two-way communication with the device.
  • When you click the Estimated Ink Levels tab in the Product Toolbox , the following message displays in the window. The computer is unable to establish two-way communication with the device.
  • You installed the product, but the status is disconnected in HP Solution Center. The following message displays in the window. (Name of the product) Disconnected! Figure 1: '(Product) Disconnected!' message displays in HP Solution Center'(Product) disconnected!' message displays in HP Solution Center

Solution one: Check the version of the installed HP Solution Center software and install the new software version HP Solution Center version 13 or higher includes updates that resolve the issues listed in this document. If version 13 or higher is available for the product, download and install the new software. If new software is not available to download for your product, you can download a patch in the next solution that fixes these issues. Step one: Check the HP Solution Center software version that is available for your product and download the new software

  1. Open a new window to browse to the Select Software and Drivers page:
    1. Right-click this link, Select Software and Drivers , and then click Open in New Window .
    2. If prompted, type your product number. You might also need to click it in a list of similar products.
    3. Click Windows 7 . The Select Software and Drivers page opens.
    4. Under the Version column in the Compatible software and drivers table, check to see if the driver version is 13.0.0 or higher.
    • If a version 13.0.0 or higher driver is available for your product, continue with the steps in this solution.
    • If a version 13.0.0 or higher driver is not available for your product, skip to the next solution in this document.
  2. Click the Full Feature driver for your product, and then click Download only . This option allows you to install the software at any time after the download completes.
  3. Click Save , and then browse to the location on your computer where you want to save the file.
  4. Click Save . The software downloads to your computer.

Step two: Install the software Follow these steps to install the downloaded software and driver.

  1. When the download is complete and you are ready to install the files, click Open Folder , and then click the downloaded file. The file name ends in .exe .
     NOTE: If you closed the Download Complete screen, browse to the folder where you saved the .exe file, and then click it.
  2. You can accept the default location to save the files. Click Next , and then wait while the installer extracts the files to prepare for installation.
  3. When the Install Wizard starts, follow the on-screen instructions to install the software. For a Full Feature installation, you choose what type of installation you want. The following information might help you decide which installation type to use.
    Recommended Custom
    For full use of all your product features : This installation provides full product functionality. HP also includes valuable software to help you get the most out of your product.

    This installation type is designed to work for most users.
    A custom type of installation might be available for your product. This installation allows you to install the minimum software required or the preferred software.

    Use this type of installation only if the computer is low on hard disk space or you attempted a recommended type of installation and received errors. (Try to fix any errors before starting a custom installation.)

    CAUTION:To avoid unintended loss of product functionality, read the description of each software component carefully during the installation process.
    The Recommended type of installation allows you to get the most out of your product.

Solution two: Download the HP Solution Center patch If you are running HP Solution Center version 12 or older and a new software download is not available for the product, follow these steps to install a software patch. This patch fixes functionality issues that exist after upgrading Windows Vista to Windows 7.

 NOTE: If you installed the HP product on a wireless network or on a network using a wired (Ethernet) cable, follow the steps in solution one to download and install the software instead of downloading the patch.

  1. Click here to download the software patch. A File Download window opens.
  2. Choose one of the following options to download the patch to the computer.
    • If you want to install the patch on the computer immediately, click Run .
    • If you want to install the patch at a later time, click Save , select a destination on the computer for the file to save, and then click Save . When the download is complete, click the downloaded file.
  3. Follow the on-screen instructions to install the software.
  4. When you are prompted to restart your computer, click Restart to complete the installation.

 

 

DaniW
HP Forum Admin

--Say "Thanks" by clicking the Kudos Star in the post that helped you.
--Please mark the post that solves your problem as "Accepted Solution"
HP Administrator
DaniW
Posts: 777
Member Since: ‎11-10-2008
Message 3 of 5 (188,328 Views)

Re: Resolving HP Solution Center Scan and Product Status Issues After Upgrading Windows Vista to Win

[ Edited ]

Greetings

 

Here is some more valuable information to share on this topic!

 

If the previous solution did not solve your issue, try the following:

 

Step one: Uninstall the printer driver.

On the Windows taskbar, click the Windows icon Windows Start Button.JPG.

  1. Click All Programs.
  2. Click the folder marked HP to open a list of options.
  3. Click the folder that shows the name of the printer to see more options.
  4. Click Uninstall and follow the on screen instructions. If prompted choose to "Uninstall all HP products associated with this device."
  5. Restart the PC.

 

Step two: Download and run the DOT4 patch.

 

1. Click here to download the software patch. A File Download window opens.

2. Choose one of the following options to download the patch to the computer.

  • If you want to install the patch on the computer immediately, click Run.
  • If you want to install the patch at a later time, click Save, select a destination on the computer for the file to save, and then click Save. When the download is complete, click the downloaded file.

3 Follow the on-screen instructions to install the software.

4 When you are prompted to restart your computer, click Restart to complete the installation.

 

Step three: Download and install the HP software

 

If you have the HP software CD with Windows 7 support, you can insert the CD into the CD drive on your computer, and then follow the on-screen instructions to install the software. However, HP recommends that you download and install the software from the HP Web site. This software is the most current and contains updates that might not be on your software CD.

 

Download the software

 

Follow these steps to download the product software and save it to your computer.

1. Open a new window to browse to the Select Software and Drivers page:

a. Right-click this link, Select Software and Drivers , and then click Open in New Window.

b. If prompted, type your product number. You might also need to click it in a list of similar products.

c. Click your operating system.

The Select Software and Drivers page opens

.

2. Click on the Full Feature Software and Drivers link.

3. Click Download only. This option allows you to install the software at any time after the download completes.

4. Click Save, and then browse to the place on your computer where you want to save the file.

5. Click Save. The software downloads to your computer.

 

Tip: Make a note of the place that you saved the file, in case you want to install it at a later time.

 

Install the software

 

Follow these steps to install the downloaded software.

1. When the download is complete and you are ready to install the files, click Open Folder, and then click the downloaded file. The file name ends in .exe.

 

NOTE:

If you closed the Download Complete screen, browse to the folder where you saved the .exe file, and then click it.

2. You can accept the default place to save the files. Click Next, and then wait while the installer extracts the files to prepare for installation.

3. When the Install Wizard starts, follow the on-screen instructions to install the software.

 

Message Edited by DaniW on 10-30-2009 03:03 PM
DaniW
HP Forum Admin

--Say "Thanks" by clicking the Kudos Star in the post that helped you.
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HP Administrator
DaniW
Posts: 777
Member Since: ‎11-10-2008
Message 4 of 5 (184,228 Views)

Re: Resolving HP Solution Center Scan and Product Status Issues After Upgrading Windows Vista to Win

Recived a Private Message from one of our valued HP customers who implemented the above solution

thanks SnyderCC

 

Regarding your Message Edited by DaniW on 10-30-2009 03:03 PM - RESOLVING HP SOLUTION CENTER AFTER UPGRADE TO WINDOWS 7 From: SNYDERCC

 

Date: 11-16-2009 12:45 PM

I did everthing you suggested in the 3rd message and it worked like a charm! No problems since. Thanks for the great advice!

 

Regards,

 

Snydercc

 

DaniW
HP Forum Admin

--Say "Thanks" by clicking the Kudos Star in the post that helped you.
--Please mark the post that solves your problem as "Accepted Solution"
HP Administrator
DaniW
Posts: 777
Member Since: ‎11-10-2008
Message 5 of 5 (183,252 Views)

Re: Resolving HP Solution Center Scan and Product Status Issues After Upgrading Windows Vista to Win

More feedback from another loyal HP customer, thanks for providing this feedback 

 

Re: Resolving HP Solution Center Scan and Product Status Issues After Upgrading Windows Vista to Win [ Edited ] From: Jan7130

 

Date: 11-19-2009 08:51 AM I followed your "if the previous solution did not solve your issue" directions precisely.  After working for 3 days to resolve the issue I think this finally worked.  However, for some reason the DOT4 patch did not install until after I had install the HP software.  I went back, installed the patch, and now everything seems to be ok.  I have no idea if my experience will be helpful to someone else or if this is an anomaly of my computer.  Thanks so much for your help.

DaniW
HP Forum Admin

--Say "Thanks" by clicking the Kudos Star in the post that helped you.
--Please mark the post that solves your problem as "Accepted Solution"
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