Driver problem stated by hp print and scan doctor

[Charlene4]

I have the solutions center up and running on several windows 10 PCs. Printer is on the WLAN. Only one computer makes problems. HP software has completely been uninstalled from windows several times and re-installed to get it working. The printer works from Windows. HP Solutions Center pops up with error message "Scanner error". HP print & scan doctor reports driver problem.

What can I do? During installing the complete software package the printer is found on the correct IP address. Scan doctor even scans fine via WIA. However solutions Center does not scan, though it shows the configured printer including ink status. 

[sandytechy20]

@Charlene4

Welcome to HP forums.

Check Windows Image Acquisition settings

1. In Windows, search for and open View local services.

2. In the Services window, scroll down the list and find Windows Image Acquisition (WIA).

3. Look at the Status and Startup Type values.

   • If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly. Skip to the next step.

     

   • If the status is Disabled or no status displays, right-click Windows Image Acquisition (WIA), click Properties, click the General tab, select Automatic from the Startup type dropdown menu, and then click Start.

     If the Start button is grayed out, go back to the Services menu, make sure Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper, and DCOM Server Process Launcher are running and set as Automatic, and then start WIA.

Try to scan.

You can refer this HP document for more assistance:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Charlene4]

sorry, but these steps work fine. The problem persists. Starting the computer, a message pops up from the HP digital image monitor stating printer cannot be reached.

Scan doctor states a driver error. However the printer is online, printing and scanning with HP solutions center works fine from other computers on the same WLAN. All computers run Windows 10 latest versions and the same version of HP software. Even Android smartphone prints well on this printer.

From the referenced laptop,WIA scan works but does not allow the more interesting functions like PDF searchable. Scan using the browser also works. 

I had Avast Antivirus installed. However uninstalling it did not solve the problem. Scan doctor does not state any firewall problem.

An app "HP Smart" hast been installed in Windows, although I have not requested it. Running it, it wants me to install drivers for an instance of the same printer. If I do that, I can click on it in HP Smart, but it says it could print but not scan. Strange.

I tried several times to install the full HP software package, uninstalled it, even cleaned up using Ashampoo WinOptimizer. 

[sandytechy20]

@Charlene4

This might require remote access of the computer to fix this issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1) Click on this link - www.hp.com/contacthp/

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form. A case number and phone number will now populate for you.

Cheers.

[Charlene4]

Hi Sandytechy20,

I tried to do the steps you described. However I end up on a page where I should get a support center within a range of 50 km and I fear it might end up in expensive support if it would work at all.

https://support.hp.com/de-de/contact-hp/product/hp-photosmart-premium-fax-e-all-in-one-printer-serie...

However no choice is given. This is definitely not a problem of the printer. It is something that has to do with incompatibility of the installation routines with the latest Windows 10 updates. Several other computers with similar Windows versions but not newly re-installed do not have any problem connecting. 

I have uninstalled all HP software again, removed any remaining folders from the disks and re-installed. The printer is detected correctly, installes until the end of the process. The registration page ends up in script errors. Solution center starts, showing the printer online and the installation process terminates with an error. When clicking ok, the printer in solutions center immediately shows not connected. I can well go to the browser and on the printers website. It will scan and print correctly from other pcs from solutions center. I do not understand, where I can send my request for help.

In another location I had a very hard time to install a new HP color laser printer. The problems shown where quite similar. Tried for 3 hours until it worked on one of the machines. Therefore it seems to me, that there is a general problem with HP driver solutions concerning the connection between windows 10, solutions center (or what it might be called nowadays) and the scanner, while printing seems to work.

[sandytechy20]

@Charlene4

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 personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

Cheers.

[ShlomiL · Accepted solution]

Hi,

As a workaround, please try using HP Scan Extended instead.

It may not allow full capabilities such as front panel scanning, but it should provide most capabilities such as PDF scanning, auto cropping and you may find it useful:

http://ftp.hp.com/pub/scanners/HPScanExt/HPScanExt.msi

Once installed, open HP Scan Extended from the start menu and check if it may allow scanning with your printer.

Shlomi

[Charlene4]

Thanks. HP Scan Ext ist also a good workaround, although it will probably not have OCR integrated. Lets see, what support people will find out.

[ShlomiL]

Sent you a private message on this matter @Charlene4,

Please click the top-right envelope icon to access private messaging.

Shlomi

[Charlene4]

Hi Sandy,

I have received an Email from HP complaints management. They referred me to a support phone number over here. They said refused to give any support on this.

There are at least two people in two locations with two printers of this kind having the same problem. They love their printers and surely won't buy another HP printer, if driver installation is such a problem. However I still assume there must be a connection problem caused by the combination of HP printer drivers and Windows 10 latest version. Perhaps you can find out, what the error message means: 8,[(1, 0, -2147221502)]. Both services shell hardware detection and Windows WIA are starting automaticly and are running. WIA works with the printer. For me this alternative scan software could do, but how about the other users?