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WhiteJadeP Honor Student
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Capture and Scan failure after software updates

HP Sprout Pavilion 23--s310a
Microsoft Windows 10 (64-bit)

 

Hi

Message comes up when trying to scan a document on the mat

Request to capture Moment failed with new HPPC_Result value as [1.829.88a.0] (GET_FRAME_Time_OUT)

 

Have restarted

Have reinstalled

Have restarted again

Have updated everything

Have checked for messages

Have run diagnostics

36 days left on warranty

 

Assistance requested please

 

WJP

 

 

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Intern Intern
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Message 2 of 6
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Capture and Scan failure after software updates

Hello @WhiteJadeP 

 

I am sorry you are having difficulties with your Sprout.  This error is a known issue that is fixed with latest Update, so be sure you have installed the Latest Workspave version (1.5.4.2326 ) as well as any Windows 10 updates that are availaiable. 

 

Let me know how it goes after.

 

Regards

Olenn_D

I am an HP Employee - Sprout Support
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WhiteJadeP Honor Student
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Capture and Scan failure after software updates

 

 

 

The Workspace reinstall to repair the problem has not worked.

 

Start Sprout service and try to run workspace again.

 

From where?  why is it not working?  

 

Assistance would be much appreciated, as this is holding up several projects.

 

With thanks

 

WhiteJadeP

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Student LWilSproutSME Student
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Message 4 of 6
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Capture and Scan failure after software updates

Please call the Sprout Team at HP.  We are here 24 hours a day.   We do this workspace Update process several times a day.  We would love to help you.  You can reach us at:  888-654-9298

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WhiteJadeP Honor Student
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Capture and Scan failure after software updates

Restored earlier version of MS word
& no longer get the error message
BUT now t mat freezes and will not respond
Comes up with a Workspace general error message
Locks on pen tip change
Locked on blue
Will not change to black
Will not capture

Any fix is lost in the mire and mass of repair, install solutions on HP website
No clear model match on HP solutions site - so no way to identify if solution downloads are suitable
Presumed level of repair knowledge is at technician level. It user level
31 days left on warranty
No solution providers in Brisbane Queensland Australia
Community fixers solutions is of varying quality as there are no ser sequence of steps for repair
But a Large number of people with same complaints
WhiteJadeP is. It a happy HP customer
Extremely frustrating - provided solution did not help
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WhiteJadeP Honor Student
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Capture and Scan failure after software updates

Now up to 11 hours lost & wasted directly linked to trying to fix all caused by MS Word unnecessary self-aggrandising upgrade

Loss of incident me earning hours / days = 10 days
Where do I send that invoice

Getting to the point that Apple iMacs & Eora Scanner will be
T only products in use in t animation studio !!
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