Problem with DesignJet 815MFD Scanner 4200: Device Recognized but Not Communicating

[RafaDandrea]

Hello everyone,

We are facing an issue with an HP DesignJet 815MFD scanner, which was donated to our nonprofit institution based in São Paulo, Brazil. This equipment is essential for our operations, as we work on preserving and digitizing important architectural materials.

The scanner is connected to the original HP computer that came with it. The computer runs Windows 2000 with the HP software version 3.0.1 pre-installed. Additionally, we have installed the Wide software, which handles the communication and drivers for the scanner.

The issue:

The scanner is recognized by the operating system and correctly appears in the Device Manager with its proper name and the latest driver. However, there is a yellow exclamation mark next to the device, with the error message: “This device cannot start (Code 10).” The Wide software also fails to detect the scanner, even though it is listed in the Device Manager.

Steps we’ve taken so far:

1. Replaced the FireWire cable.

2. Physically inspected the scanner, including the FireWire interface board, which appears to be in good condition.

3. Updated the drivers to the latest available version.

4. Replaced the BIOS battery in the original HP computer.

5. Consulted the service manual for the equipment and reviewed all error sequences that could appear on the front panel. No errors are displayed, indicating the scanner is technically operational.

6. Tested the power supply unit and confirmed that all outputs are within the specifications listed for the power supply.

We are currently waiting for a new FireWire card to arrive for the computer, hoping this resolves the issue.

The challenge:

Unfortunately, after contacting multiple service providers and HP directly, we were informed that this model does not have technical support in Brazil. According to HP, this equipment was imported in very limited quantities, and there is no specialized labor available locally. Furthermore, HP does not indicate any partner company that could assist, as the model is discontinued.

Request for assistance:

As a nonprofit organization, this scanner is crucial to our activities, and we urgently need to get it working. We are seeking help from technicians or anyone with deep knowledge of this model who can guide us or assist in solving the problem.

We appreciate any support, advice, or recommendations you can provide!