Scanner -- Blocked Uninstall, Repair, AND Install

[Haymaker]

I sure hope someone can help! I have an HP 5500c scanner but can't uninstall, repair, or re-install the HP Photo & Imaging Software. This apparently happened after upgrading to Office 2003 and Internet Explorer 7. I've downloaded all HP patches and downloads to make the scanner work with these. The scanner still works. HOWEVER the listing for the scanner under Add/Remove Programs in Control Panel has completely disappeared, making Repair and Uninstall unavailable.

If I run the HP Photo & Imaging Software CD to do Repair, the computer freezes up. Same thing happens if I try Uninstall from the CD. I've turned off my virus software (Norton 360) and firewall, and this happens anyway. (Also have run comprehensive virus scans with current definitions, and the computer comes out virus-free.) I've tried starting my computer in Safe Mode, and no matter whether I sign on as Administrator or as my usual User, I'm blocked from Repair, Uninstall, or Install. I've copied the entire CD to a Desktop folder, but the same thing happens if I try to run setup.exe from that folder (in normal or in safe mode).

I've never seen anything like this! No way to uninstall, no way to repair the software. Thanks for any advice! It would be truly appreciated!!

[Haymaker]

I hope this is OK by way of protocol. Nobody has responded to my earlier post, and I'm wondering if any HP tech staff people will sometimes pitch in when the community doesn't have any suggestions. I'd really like to continue to use my HP scanner, but as soon as there's any problem with the software, there's no way, as I described in my previous post, to get the software to start repair, or even to uninstall it and then reinstall it. It's simply frozen in time the way it is. Thanks for any recommendations!

[bobob1501]

Hi,

It may be too late, but I had the same problem!

What I did was create an [Old_Digital_Imaging] directory outside [Program Files], copied [Program Files/Digital Imaging] to this new directory, deleted [Program Files/Digital Imaging] then re-installed the software. (I strongly recommend purchasing the latest CD from HP - it's not expensive and save all the patch" hassles)

Now check folders in [Program Files/Digital Imaging] and copy any "missing" folder from [Old_Digital_Imaging].

DO NOT OVERWRITE ANY OF YOUR NEW FOLDERS IN PROGRAM FILES!!!

Good luck.

BobO'B

[Haymaker]

Hi BobO'B, Thanks for your response. No, it's not too late. I was totally stumped as to what to do, and have remained in that mind-dulling state during the past months! )

I'd like to follow your suggestions. How do you (or did you) go about ordering a new CD from HP, and what did it cost? --Is there a "standard" CD for scanners as old as mine (I'm pretty sure the model has been discontinued).

I haven't had any luck lately getting through to the right 800-number at HP, which is one reason I ask. I had to spend more than 2 hrs a month or so ago just to get HP reps to look up model numbers of new pivot-screen HP monitors (no help at all).

-- So if you can tell me how you got to the right HP order department, and tell me what to ask for, I'd appreciate it.

Thank you again for your directions, which I'll try once I get a new CD.