Error Message W/a C5180

[JAKPOND]

I receive an error message when I attempt to scan a document.  The error message states it experienced an "unexpected internal error" then recommends that I either restart the program, restart the PC or reinstall the software.

I've uninstalled and reinstalled the HP software suite twice w/no luck.  The system seems to print just fine.  It also makes copies just fine if I use the buttons on the printer.  It will not allow me scan however using the HP Solutions software.

Appreciate any help you can offer.

jak

[pcwizard]

Hi JAKPOND,

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

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

[JAKPOND]

PC Wizard -

  My thanks for the response.  When I attempt to scan a document using HP Solutions Center, I receive the following error message:

  "An unexpected internal error has occurred.  Click OK to close the program, and then try one of the following:

• Restart the program
• Restart the PC and then try again
• Reinstall the Photo & imaging Software and try again."

  I have tried all of the above 2x w/no luck. 

  When I run the scan diagnostic, I receive the following error: "HP Scan Diagnostic Utility has detected some issues with the printer Front Panel settings.  Click 'Fix' to resolve these issues"

  When I click 'fix' I receive the following error message:  "The program could not find any available destinations to which you can send scans.  Click OK to close the program.  Please reinstall the Photo & Imaging Software to restore the destination information."

  Again, I have uninstalled and reinstalled all HP-related software twice w/no luck.

  PLS help!

  Much thanks.

jak

[pcwizard]

Hi JAKPOND,

What operating system are you using?

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

[JAKPOND]

PCWizard,

  No luck.  Suspect I'm going to have to bit the bullet and pay for phone tech support.

  Thanks for trying.

jeff

[Travis_C]

Hello JAKPOND

Has your issue been resolved? If not I would like to assist you. If it has been resolved it would also help the community to post the solution.

[JAKPOND]

No luck yet.  Appreciate any support you can offer.

jak

[Travis_C]

Hello JAKPOND

Which Windows operating system are you running?

[JAKPOND]

Windows Vista Home Premium, service pack 2.

jak

[Travis_C]

Hello Jak

The Internal error you describe sounds like a problem with the installation. Try the following steps to "scrub" the installation. This will clean out all HP Print software and should allow you to re-install your printer as if it was the first time.

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

Photosmart C5180 Full Feature 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

Photosmart C5180 Full Feature Software

10. Run the download to reinstall the printer

Also does this printer have the same problem on any other computers? You may also find the following link helpful if you need to scan something right away. Its also a good test to make sure Windows Image Acquisition (WIA) is working properly.

How to Scan in Windows without Using HP Software