"HP OJ Pro 8500 A909n series disconnected" message when trying to scan.

[wxford]

I can only scan if I shut my HP TX 2627 Tablet (running Vista) down, and as soon as it reboots, start HP Solution Center. After a short time, an attempt to scan again will result in above message in HP Solution Center software. The printer has been installed many times by both me and HP support. There is not a disconnection problem because I can ping the printer, and can print to the printer, and I can put the printer's IP address and contact it over the internet, It appears to me to be a HP Solution Center software problem. I have contacted HP many times, probably at least 50 hours of talking with tech support, and have been referred to the "Senior Level case manager". They admit there is a problem with the HP Solution Center software, but they don't have a solution. They say they are working on it, but how how can it take software engineers if they make it a high priority. I guess it won't be a high priority until they lose all their printer business. I had a 7780 printer prior to this, and it had problems, so they sent me the 8500, and now it has problems. From the looks of these many many complaints against HP printers, I would think management would shake up the printer division. This is totally unacceptable when a company's latest, most expensive printer, designed for business, will not work properly. I really like the 8500 other than the scanning problem, but I will never buy another HP printer if they don't fix this soon. If anyone has a solution, please send it, and I'll vote for you to take over HP's tech support.

[PamF]

I have exactly the same problem with my HP OJ Pro 8500 wireless all in one, except that I have Windows XP Professional!  I've just sent an email to HP, so watch this space!

[PHK]

Same problem. XP. If I disable the firewall, I can scan. AVG firewall. I'm into my 17th hour working this. Many alone, 4 with HP support in India. Then with AVG support. Everything works except the scanner...unless I disable the firewall prior to starting the HP solution center. Have you tried that? Not ideal...and I'm still working this, but looks like there is no solution as of this time. I will apprecaite learning if anyone finds a solution. 

Peter

[librepr]

My problem with the same OfficeJet Pro 8500 Wireless is, That when I try to scan anything from the scanner to my computer i got a message that said,LCD need to be upgrade. Anybody knows anything about this?

[Navbond007]

Greetings,

My best understanding from your description on the issue, it seems like Vista Tablet PC input service might be conflicting with HP Scanning. I recommend the following steps:

1> Ensure that the software you had for your earlier product ie prior upgraded is completely uninstalled.

2> The document below contains steps to troubleshoot scanning issue on tablet PCs. The steps point to a patch. To my knowledge this issue should not occur with recent version of the software ie 12.0.You can however try the workaround mentioned in the document to see if it works.

http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01290158&cc=us&dlc=en&lc=en&jumpid=reg_R1002_US...

Firewall issue:

If you're able to scan disabling the firewall, it is an indication that firewall is trying to block the communication between PC and scanner. You should be able to scan by adding exceptions to the scan programs in the firewall. The below HP document has steps to address scan issue over the network as well as steps to add exceptions in the firewall program so that you don't need to disable it

LCD need to be upgraded:

This possibly occurs if you attempt to scan without installing the software but there could also be instances where flaky wireless or communication failure would cause this error to show up. Open Solution Center and click Settings>Scan Settings>Scan to setup. You need to have the product connected to do this step. Ensure the programs in the source list are moved to destination list. Attempt to scan again.

Thanks

Naveen Kumar
HP Support Engineering Center

(Although employed by HP, I'm trying to address the issues with my sole willingness and my employer does not bear any liability for my responses)

[PHK]

I appreciate your help, but I did the adding exception with the help of HP Tech support and it didn't work. The scanner works with the firewall off, but nothing HP Tech Support or my firewall tech support could do fixed the problem. And this was after each of them spent hours (HP 4 hours; AVG firewall just short of 4 hours). While your efforts to help are great, what is needed is for HP to realize that their all-in-ones do not work (at least the scanners don't) and make them so they do. AND...they need to develop fixes for the problems that are out there now. Obviously, the devices have a problem with installed firewalls (firewall off, it works; firewall on it doesn't work = firewall issue). HP needs to develop fixes for the various firewalls and make those available in the packaging or when the install checks for updates. I was shocked when I first went to this site and saw something like 28 pages of complaints that all-in-ones had problems with their scanners. I wasn't able to solve my problem without buying a third-party application that completely solved the issue. After about 18 hours of frustrating work. HP should consider buying the company (www.hamrick.com) and bundling their software with each all-in-one sold.

[PamF]

The problem was solved for me after installing a shortcut on my PC desktop, unfortunately I can still not scan from the printer itself.

[Tmayo]

I am having the same problem on my XP machine.  I can scan from the 8500 to any other machine on my network but can not scan to the machine sitting right in front of the 8500.  This is using the control panel scan button.  It tells me I am "disconnected".

Also, I can not scan from the xp machine using the HP solution center.  It shows me the scanned page but will not save it.  The solution center software freezes up and I have to shut it down.

VERY FRUSTRATING

Tom N 

Message Edited by Tmayo on 09-30-2009 04:28 PM

[Navbond007]

Hi Tom,

I recommend doing a level 2 uninstall and reinstall. This is not full software uninstall.

1>Go to Control panel>add/remove programs and uninstall the entry that says "HP Officejet 8500 All in one driver software".

2>After uninstalling ensure you disable your antivirus program as this might tend to block some componenets during installation.

3>Restart the PC

4> After PC is restarted insert the CD that came with the product and start the installation.   

5> Follow the onscreen instructions and make sure you choose network install. Complete the installation.

6> Attempt to scan again

Thanks

Naveen K
HP Support Engineering Center
Click on yellow KUDOS button to say thanks
 

(Although employed by HP, I'm trying to address the issues with my sole

willingness and my employer does not bear any liability for my responses)

Message Edited by Navbond007 on 10-01-2009 04:10 AM

[P4Man]

I can scan using Windows Fax and Scan but cannot through the Solution Center.

I get the error message 

"The program could not find any available destinations to which scans can be sent. Try rebooting or reloading the software."

The extended error information gives this code : 8, [ (6, 0, -2147467262) ]

I'll send an email to HP support.