Scanning Software Works After Install but fails later using an Officejet Pro A909g

[George_S]

Community:

I am using an Officejet Pro A909g and having issues with the scanning software.  The Officejet is connected via network to both my personal desktop running 64 bit Vista and USB to my work laptop running 64 bit Windows 7 Enterprise.   The Officejet prints and scans fine with the Vista machine.  After my laptop was ugraded to Windows 7 I have had scanning issues.  The scanner works fine after uninstall and re-install the HP software.  After some period of time, the scanning software fails and give me the following error message:

    

This issue occurs whether the Officejet is connected to the Windows 7 laptop via the network or directly via the USB cable.    I was thinking that the corporate anti-virus software, Trend Micro OfficeScan 10.5.1997 might be part of the problem and that is why I switched from using the network connection to the Officejet to the a direct USB connection.

I have run the HP diagnostic Utility 4.2.   HPHNDU and HPPDU complete successfully.  HPSDU fails at the "HP Twain Scan step with the following error message:

If I use  HP Setup.exe to uninstall all the HP software and then reinstall all the software, the scanning software will work fine for an unknown length of time.   Any suggestions?

[k4gfwgerry]

I have the same problem with an HP6500. Did HP ever supply an answer ?

[George_S]

Unfortunately not yet.
George_S

[k4gfwgerry]

HP support for problems such as this appears to be non-existent. That is unacceptable. We need an answer from HP otherwise this firum is useless !

[George_S]

I have some new information.   I checked the scanning software this morning and to my surprise it was still working.   I then ran my registry clean-up software.  I use Regserve by Xionix.  After running the registry cleanup the scanning software failed.

I will do some more experiments and keep you posted.   If you are having the same kinds of symptoms,   I suggest you check to see if your system runs a registry cleanup program either manually or on a schedule.  I so,  see if the scanning failure timing is aligned with the registry cleanup.

[k4gfwgerry]

Makes no difference, HP should tell us how to fix this. How do we get HP to take responsibility for their products ?!?

[George_S]

More interesting information.   I  un-installed the HP software and ran my registry cleanup software.  I then re-installed the HP software.   I then re-ran the registry cleanup software.  The registry cleanup software detected 1862 Activex/Com entries that it determined were suspect or incorrect.   I wonder why this only occurs with the HP software?

In the meantime,  I have put the 1862 registry entries on the ignore list in the registy cleanup software.   This seems to have provided me with a work around.

Can someone from HP comment on why your software creates so many suspect registry entries?

[pcwizard]

Hi

Try using the scrubber built into the CD or Download. This will clean up the registry, and give you a good clean install. Let me know if you still have the same issues?

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. If you have an HP computer run the L3uninstall.exe. If you have a non-HP computer run the L4uninstall.exe

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://www.adobe.com/support/flashplayer/downloads​.html

9. Download the full feature software and drivers

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-88604-2&cc=us&dlc=en&lc=en&...=

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. If you have an HP computer run the L3uninstall.exe. If you have a non-HP computer run the L4uninstall.exe

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://www.adobe.com/support/flashplayer/downloads​.html

9. Download the full feature software and drivers

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-88604-2&cc=us&dlc=en&lc=en&...=

10. Run the download to reinstall the printer

[George_S]

I followed the instructions provided with one exception.   Before reinstalling the HP Software,  I reran the Regserve registry cleanup software to clear any entries from past installs.   After re-installing the HP software the printer and the scanner worked fine.   I reran Regserve.  Regserve identified same "bad" Com/ActiveX entries as before.

I should also note that I have have a Vista based desktop which uses the Officejet unit and RegServe.   On Vista,  the "bad" registries are not found.

Thanks for the suggested corrective action but I believe that it had no impact on the problem.

[pcwizard]

Hi George_S,

Is the printer working correctly (Print, Scan, Copy)?

I am not familiar with the third party software you are asking about. If the printer is working properly I would not worry about the messages the third party software is reporting. Have a wonderful weekend.