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darryan
Posts: 13
Member Since: ‎05-06-2012
Message 1 of 30 (11,624 Views)
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Unable to scan with HP Officejet 6500 Wireless E709n

[ Edited ]

I have used the scanner before with no problems. I have Windows Vista. I tried to scan yesterday and got the message: No scan options and Refer to device documentation . I ran the scan diagnostic, at HP Twain Scan the scanner was not responding and then the HP Scan App stopped working and I got the message to delete my printer software and reinstall. I did that and got this message: The older version of HPSSupply cannot be removed contact tech support. Fatal error and MSI.DTSS. I was originally using the printer wirelessly. Since yesterday, I have reinstalled the software twice and tried both wireless and the USB cable. No luck with either.

 

P.S. I tried reinstalling again and got another fatal error message this time with a number : 1714. I then looked for it on the HP website and found the message below. The problem is I have Vista, not XP. Now what? Thanks in advance for any help.

 

Issue

When you install the HP software, the following fatal error message displays on the computer:
'Error 1714. The older version of <PROGRAM NAME> cannot be removed .'
NOTE:The program in <PROGRAM NAME> varies, depending on what program the installer cannot remove.
Solution: Obtain the latest HP software update
 
HP designed an update to correct this issue.
NOTE:This software update is available for Windows XP operating systems only.
  1. To download and install the HP software update, right-click this link, HP Software Update , and then select Open Link in New Window .
  2. Thoroughly review the information on the download information page, and then follow the on-screen instructions to download and install the software.

 

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pcwizard
Posts: 11,505
Member Since: ‎12-31-2009
Message 2 of 30 (11,583 Views)

Re: Unable to scan with HP Officejet 6500 Wireless E709n

Hi darryan,

 

Try using the scrubber built into the CD or Download.

 

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-77752-2&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-77752-2&cc=us&dlc=en&lc=en&...=

10. Run the download to reinstall the printer

I am an HP employee.

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Tutor
darryan
Posts: 13
Member Since: ‎05-06-2012
Message 3 of 30 (11,555 Views)

Re: Unable to scan with HP Officejet 6500 Wireless E709n

Thanks for the reply. I followed all of the steps using the original CD. I still am not able to scan. The message on the printer is:  No scan options.

Provost
pcwizard
Posts: 11,505
Member Since: ‎12-31-2009
Message 4 of 30 (11,543 Views)

Re: Unable to scan with HP Officejet 6500 Wireless E709n

Hi darryan,

 

Can you scan from the software ok?

 

Follow the steps below. 

 

1. Remove the shortcuts from the right side

2. Click update device, and then close the scan to setup window

3. Reopen the scan to setup window

4. Add the shortcuts from the left side to the right side

5. Click update device

6. Try scanning from the front panel of the printer

 

1.png

I am an HP employee.

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Tutor
darryan
Posts: 13
Member Since: ‎05-06-2012
Message 5 of 30 (11,528 Views)

Re: Unable to scan with HP Officejet 6500 Wireless E709n

I can force a scan through the software, but only get a TIF or JPEG file. I cannot access the Scan to .....Setup. I get this error message:

 

 

The program could not find any available destinations to which scans can be sent. Try the following steps.

 -Reboot the computer

 -Reinstall the HP Photosmart software that came with the device.

 

Hide extended error information

-       8,[6,0,-2147221164]

Provost
pcwizard
Posts: 11,505
Member Since: ‎12-31-2009
Message 6 of 30 (11,513 Views)

Re: Unable to scan with HP Officejet 6500 Wireless E709n

Hi darryan,

 

What is the make and model of your computer?

 

What is the operating system installed?

 

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.

 

Check dependencies or sub dependencies:

 

Right click on WIA (Windows Imaging Acquisition) selecting first properties and then the dependencies tab. It should list: Remote Procedure Call RPC  and  Shell Harward Detection

 

Under RPC it will then list DCOM Service Process Launcher and RPC Endpoint Mapper Go back to the main services.msc list and then right click and start all the items listed as dependencies or sub dependencies under WIA

I am an HP employee.

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Tutor
darryan
Posts: 13
Member Since: ‎05-06-2012
Message 7 of 30 (11,498 Views)

Re: Unable to scan with HP Officejet 6500 Wireless E709n

Thanks for your help. I still cannot scan. My computer is an HP Pavilion a6342p. With a Vista 32 bit operating system.

 

I was able to do the first part of your instructions regarding the WIA.

 

In the second part of your instructions, you say to type services in the search box. When I did that HP Easy Internet Services came up and there was nothing about dependencies there. When I went to dependencies throught the WIA, the only service listed was Stisvc.

 

When I changed the startup type from automatic to manual, the Shell Hardware Detection disappeared.

Provost
pcwizard
Posts: 11,505
Member Since: ‎12-31-2009
Message 8 of 30 (11,497 Views)

Re: Unable to scan with HP Officejet 6500 Wireless E709n

Hi darryan,

 

Sorry for the typo.

 

Restart the Dependencies services:

1. Click on Start, in Search box type “services.msc” without quotes.

I am an HP employee.

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Tutor
darryan
Posts: 13
Member Since: ‎05-06-2012
Message 9 of 30 (11,492 Views)

Re: Unable to scan with HP Officejet 6500 Wireless E709n

I still have no scan options on the printer. I followed the directions, but hit a problem when I got to checking the dependencies and subdependencies. I have no RPC Endpoint Mapper. Also, I was not able to right click on the dependencies in WIA.


TIA for your help.

Provost
pcwizard
Posts: 11,505
Member Since: ‎12-31-2009
Message 10 of 30 (11,491 Views)

Re: Unable to scan with HP Officejet 6500 Wireless E709n

Hi darryan,

 

Can you do me a favor and install the printer using the USB connection, and let me know if you have the same issue?

I am an HP employee.

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