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‎09-23-2017 09:11 PM

HP Recommended
Product: HP Envy 4520
Operating System: Microsoft Windows 10 (32-bit)

My scanner suddenly stopped showing the scanned image. Meaning, the scanner works fine; the images don't appear after I save pictures or documents. I tried to delete the installed HP software that I downloaded from HP's site and reinstall the software from the CD, but the error "2147467259: failed to find driver packages to process" stopped the process. Then, another error box appeared with "DIFxAPI.dll is not installed".  I checked HP Scan doctor and learned that the "HP Scan application is missing", but where is that application to download? I tried reinstalling the printer software from the disc but it doesn't work because  I already "have a newer version installed". That version is from this site. This is very frustrating! Please help.

6 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎09-28-2017 09:04 PM

HP Recommended

Hi,
Please follow the steps and check if that may help:

**Be aware that if you have other printers installed on your PC, those will need to be reinstalled too once completing these steps.

1. Uninstall HP Software from your PC.

2. From C:\Program Files delete the HP / Hewlett-Packard folder if exists.

3. From C:\Program Files (x86) delete the HP / Hewlett-Packard folder if exists.
4. Backup your registry prior making any registry changes:
     https://support.hp.com/in-en/document/c03485724
5. Update your registry using the Reg file below (that will change some printer related policies for your PC):
     https://www.dropbox.com/s/avbv56zdgwv7600/kernel.reg?dl=1
6. Right click the Start menu and select Run.
     Type Services.msc and press OK.
     Locate and stop the Print Spooler service
7. Browse to c:\Windows\System32\spool\drivers.
     Rename W32X86 to W32x86.old
     Rename x64 to x64.old
     Note: if any of these folders fail to delete reboot your PC and then Continue following the steps starting from Step 4...
8. Restart your computer.
9. Reinstall the HP Software and check for any difference

Please let me know the results,
Shlomi



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If my post resolve your problem please mark it as an Accepted Solution 🙂

View solution in original post

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9 REPLIES 9

‎09-24-2017 07:53 AM

HP Recommended

Hi,

It seems as the printer software got curropted, HP Scan is a part fo the HP Envy 4520 Basic Device Software.

 

Please reboot your computer, then uninstall the HP Envy 4520 Basic Device Software from the Programs and Features / Apps and Features list (you may access it by right clicking the Start Menu and selecting it from the top of the shown menu)

 

Once unisntalling the Basic Device Software reinstall the latest software from hp.com and then check for any difference.

 

Regards,

Shlomi



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If my post resolve your problem please mark it as an Accepted Solution 🙂
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‎09-24-2017 02:55 PM

HP Recommended

Shlomit, the computer won't let me uninstall the program {period}. The error message is "InstallCustomActions: DIFxAPI.dll is NOT installed. I tried from Programs and Features as well as Apps and Features. I, also, did the reboot. Same probelm. Any other ideas? I'm preparing for a system restore...

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‎09-25-2017 09:22 PM

HP Recommended

Hi,

Try uninstalling the software using the following troubleshooter from Microsoft:

https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed...

 

May you now able to remove teh software from yoru PC?



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If my post resolve your problem please mark it as an Accepted Solution 🙂
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‎09-26-2017 08:26 PM

HP Recommended

Thank you! I'm still working on this. The link you provided worked (YAY), but the printer still won't scan properly. Let me try one more thing.

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‎09-26-2017 09:43 PM

HP Recommended

If you experience further issues please let me know what behavior occurs when you try scanning.

 

Cheers,

Shlomi



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If my post resolve your problem please mark it as an Accepted Solution 🙂
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‎09-28-2017 12:35 PM

HP Recommended

Shlomi, thank you for checking back with me. I don't know how to explain this, but I'll do my best. I deleted the old program from the link you shared, so that's been done. I reinstalled the updated software, plus the basic driver and firmware update (which wouldn't install) and though my printer prints without a glitch and my computer sees the printer as the default there's still a problem. I ran the troubleshooter it says my printer doesn't have a driver, not specifing which driver.  Likewise, Scan Doctor wants me to "Install" the software for the printer, which I've done countless time.

Once last night, I ran Scan Doctor. After clicking on Fix Printer, I got all green checks, but when I clicked on "Fix Scanning", I was instructed to install the software again.  Bottomline, my printer is missing a driver eventhough I downloaded all the software updates on my products support page including the full software and basic drivers. I'm either doing something wrong, or what I'm downloading isn't enough to work for my situation. Also, when I tried to install the software with CD it didn't work because I upgraded to Windows 10.

 

Is there a way to reinstall the scanner drivers?

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‎09-28-2017 09:04 PM

HP Recommended

Hi,
Please follow the steps and check if that may help:

**Be aware that if you have other printers installed on your PC, those will need to be reinstalled too once completing these steps.

1. Uninstall HP Software from your PC.

2. From C:\Program Files delete the HP / Hewlett-Packard folder if exists.

3. From C:\Program Files (x86) delete the HP / Hewlett-Packard folder if exists.
4. Backup your registry prior making any registry changes:
     https://support.hp.com/in-en/document/c03485724
5. Update your registry using the Reg file below (that will change some printer related policies for your PC):
     https://www.dropbox.com/s/avbv56zdgwv7600/kernel.reg?dl=1
6. Right click the Start menu and select Run.
     Type Services.msc and press OK.
     Locate and stop the Print Spooler service
7. Browse to c:\Windows\System32\spool\drivers.
     Rename W32X86 to W32x86.old
     Rename x64 to x64.old
     Note: if any of these folders fail to delete reboot your PC and then Continue following the steps starting from Step 4...
8. Restart your computer.
9. Reinstall the HP Software and check for any difference

Please let me know the results,
Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂
Was this reply helpful? Yes No

‎10-06-2017 02:54 PM

HP Recommended

Shlomi, It worked!

Thank you for helping me fix this problem. I'm back in action thanks to you!

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‎10-14-2019 12:10 PM

HP Recommended

I can't tell you how many other HP forums I had visited for a fix this problem - ALL without success.  Feeling skeptical when I came upon this forum, I reluctantly followed your steps, expecting the same results and was pleasantly surprised... no, SHOCKED, that it actually WORKED!
Bless you!

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