08-29-2013 03:05 PM
My Officejet 4500 G510a worked fine with my Windows 7 computer. For my new Windows 8 computer, I downloaded the appropriate HP driver and the printer prints and copies fine but will not scan. It is connected by USB cable. Windows Fax and Scan would not allow scanning either, nor would Paint. I uninstalled all HP software and reinstalled it twice- still can't scan. Each time, after reinstalling driver, it starts to scan and hangs up with part of preview showing. I got a message "HP cue scanning flow component has stopped working". I ran HP print and scan doctor and it hangs up in the driver check section and will not proceed further. Any help would be appreciated
This question was solved. View Solution.
Re: Officejet 4500 printer won't scan on new Windows 8 computer
09-17-2013 10:01 AM
Very interesting that moving to a different USB port changed the behavior. Do you have any other USB devices attached to the computer as well? If so, does removing them change the behavior?
Do you happen to have access to a USB 2.0 hub of any kind? Often times if there's issues with USB ports or the USB chipset on a system, putting a USB 2.0 hub between the device and the compute can resolve it or improve connectivity.
08-30-2013 05:22 PM
Can you tell me how you are connected to your computer (USB, wireless, Ethernet)? Additinally, have you tried using this diagnostic utility :
Let me know!
08-31-2013 05:55 AM
I'm connected by USB. The link you provided is HP print and scan doctor, which is the utility which I've tried several times and which hangs up in the driver check section when I try to run it. So, I've never been able to complete the diagnosis.
09-03-2013 11:46 AM
That indicates to me that you are not able to fully install the drivers. I am going to want you to reinstall the drivers after clearing all the files aout of the %temp% folder (you can access this by using Run and typing the folder name). Delete all the folders there (some will not allow you to delete them). Then in the Run dialog box type %appdata% and %programdata% respectively and delete the HP folders from both those locations.
Be sure that the USB cord is unplugged during this entire time, and when you run the installation files from the driver download (and not the CD-ROM) pluf that cord in only when it directs you to.
Make sure that the printer is also removed from Devices and Printers, Programs and Features as well as the Device Manager as well before you reinstall.
09-03-2013 03:37 PM
I did everything exactly as you described and the results are unchanged. I still can't scan and everything acts the same. I appreciate your efforts; is there anything else you can suggest?
09-09-2013 11:40 AM
Interesting, I am going to look into this further and see what solutions I can come up with for you. For now can you try installing the machine on another computer and/or create another user account on the same computer and try installing it there?
09-09-2013 12:24 PM
I tried scanning from a separate account but that did not help. Regarding using another computer, I could scan without problems with my older Windows 7 computer immediately before connecting it to my new Windows 8 computer. That suggests there is probably no hardware problem with the printer.
09-09-2013 01:19 PM
That also makes me think that there might be something with windows. I would see if the Windows firewall has all the the appropriate prorts open. Here is a list of those ports :
- Using the HP Print and Scan Doctor for Windows to Help Resolve Printer Issues
- HP All-in-One and Fax Product Family - Interpreting Error Codes in Fax Communication Error or Fax History Reports
- HP Fax Products - Testing Your HP Fax Machine with the HP Fax Test Service
- HP All-in-One Products - A 'Scanner Failure' Message Displays on the All-in-One Control Panel and You Cannot Scan, Copy, or Fax
- An 'An error occurred while communicating with scanning device' or a 'There is no computer connection' Message Displays When Scanning for HP Printers