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jbitting Honor Student
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sprout Image/Doc Capture not working after last workspace update

HP Sprout
Microsoft Windows 10 (64-bit)

Since the most recent update of the Sprout Workspace I have been unable to capture any images or use the document capture. I was able to roll back the updates two days ago and the system worked fine. When I started the computer the next day the update went in again automatically and now rolling back to the old Workspace is no longer an option when I look at the recovery points. 

 

When I try to capture an image I get the following error message:

 

"Request to capture Moment failed with new HPPC_RESULT value as [1.0.d.a0088888] (HPPC_ERROR_EMPTY)

 

If I hit OK and close Sprout and then wait a little the light above flashes the way it should to take an image about 30 seconds to a minute after I tried to actually get an image leading me to believe there is some kind of excessive delay in image capture which is the reason there is no moment captured when the system is looking for it. I believe you have a big problem with your most recent update that is causing. I use this Sprout computer with my students and I need the capability to scan with this ASAP. Right not it is just another computer rather than the all in one device it was bought to be, and that is disappointing.

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Retired
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sprout Image/Doc Capture not working after last workspace update

Hi @jbitting,

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post serial numbers and case details.


If you are unfamiliar with how the Forum's private message capability works, this post has instructions.

Malygris1
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Please click Accept as Solution if you feel my post solved your issue, it will help others find the solution.
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angryducheman Honor Student
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sprout Image/Doc Capture not working after last workspace update

Did you get this resolved I am having the exact same problem if so can you post the solution?

Thanks.

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sproutuk Student
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sprout Image/Doc Capture not working after last workspace update

I have the same problem. 

 

Under advice from HP support, I had to restore to window 8, load all the windows updates, upgrade again to 10.  At each stage the scanning worked fine, then sure enough update to 1.4 sprout workspace and the problems back!

Anybody found a solution? 

 

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Teacher Teacher
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sprout Image/Doc Capture not working after last workspace update

There is a later version of Workspace available in Software & Drivers: 1.5.3.2979 for Win 10.

 

http://support.hp.com/us-en/drivers/selfservice/sprout-by-hp/7471144/model/7471145

 

Scroll down and select Software-Solutions.  Download the latest Workspace and let me know if you still experience the issue.

 

Best of luck !

I am an HP employee.
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Teacher Teacher
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sprout Image/Doc Capture not working after last workspace update

Can you please let me know the version of WOrkspace?

 

Click on Top right menu on the mat, and select About, you should be able to find the Worspace version.

I am an HP employee.
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jbitting Honor Student
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sprout Image/Doc Capture not working after last workspace update

Yes, they did help me get it solved. It required an HP Support person taking remote control of my computer and fixing the problem. Not something the home user can fix apparently.

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Teacher Teacher
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sprout Image/Doc Capture not working after last workspace update

Yes, after further checking, if you experience this issue, please call Support.

I am an HP employee.
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