Error 0X00000015. The scanner is not ready

[lwilliamson1]

Per the Configuration Report from the MFP, the Firmware Datecode is 20090724.  I've tried to download the update driver, but it continues to fail.  I can tell my computer to scan something, the MFP will attempt, but can't save.  I keep getting the error code 0x00000015.  I've done what it says in here for the services, and attempted download again, but It's still failing. Please assist.  What can I do?  Also, I have Windows 7 Pro, 64 bit.

[MKazi]

@lwilliamson1

I would like to take a moment to thank you for posting on the HP Support Forums. I understand from your post that the printer makes an attempt to scan and cannot save the scan, printer gives an error code 0x00000015. I appreciate the steps you have performed and have certainly done a good job.

I recommend you to perform the below steps to isolate the issue and arrive at a solution: 

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector. Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.
• Try to make a copy from the printer. If the copy is successful then it indicates that the printer hardware is fine and you may continue with the software troubleshooting below.

Please download and run the HP Print and Scan Doctor software, this will detect and fix any printing and scanning related issue: http://hp.care/2bZ9w2q

Please try to scan again and check. If the issue persists, then uninstall and reinstall the printer drivers. To know how to uninstall click this link: http://hp.care/2bJ9OME.

Download and install the printer drivers from this link: www.123.hp.com. I hope this helps. Let me know the outcome. I'm always here to support. Cheers! 🙂

[lwilliamson1]

I've done all these, but still to no avail.  I did the cables and power button, and the copy was successful, but still would not do the scan.  So after downloading and running the Print & Scan Doctor, it still wouldn't do the scan.  I uninstalled & reinstalled the drivers twice, but each time It gave me a 'Fatal Error' once it was almost completed installing.  Please help.  

[MKazi]

@lwilliamson1

Thanks for replying with the results. Seems like there is a driver conflict due to which the fatal error appears. I suggest you to uninstall the existing printer drivers from root level using the following steps:

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers.

Once you perform the above steps, please download and then install the printer drivers. Hope this helps, let me know. Good luck! 🙂

[lwilliamson1]

I really appreciate all of the help you are trying to give me, but again, it is to no avail.  I've gone through all of the steps, and upon reinstallation, it gives me a fatal error again.  It automatically goes through detecting what the problem is, says it has found a solution, and if I select Continue, it will let me know the solution.  The problem is, that when I go through to it, it states that 'The document "HP Installation Error - Vista" has been placed on your Windows desktop, and I have Windows 7 Pro, 64 bit, not Vista. It tells me to proceed with the installation recovery.  What do I do?

[Jeet_singh]

Hi @lwilliamson1,

Thanks for replying. I understand you have tried the steps suggested and still getting the same error. Don't worry we'll work together and get through the solution.

Let's first try to run an SFC scan on the PC: using this link.

Next thing would be to uninstall the drivers using Microsoft Fixit

Once you have uninstalled the printer drivers, please restart the PC and then download and install the full feature software from the support website.

Let me know how it goes. I'll be more than happy to help you.

If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.

If you wish to show appreciation for my effort, please click the Thumbs up icon at the bottom of my comment.

And I Hope you have a good day, Ahead.

Regards,

[lwilliamson1]

Hi,

Thank you for your assistance.  I have run the SFC scan as requested, and upon completion, it stated 'Windows Resource Protection did not find any integrity violations'.  The next step you stated to take was to uninstall the drivers using Microsoft Fixit.  However, the link is for Windows 10, and I have Windows 7 Pro.  I changed it to search for Windows 7, but could not find something in regards to uninstalling the drivers.  Keep in mind, I have uninstalled and reinstalled approximately 6-7 times, all to no avail.  Is doing this again going to bring a different result when the SFC scan showed there were no errors?

Sincerely,

Lacie

[Jeet_singh]

Hi @lwilliamson1,

Thanks for replying. Unfortunately, the link was for Windows 10 instead of Windows 7. However, you have tried running the SFC scan which did not find any integrity violations. In this scenario, I would recommend you contact our HP phone support so that they can remotely take the control of the PC and help to uninstall the drivers. Please fill in the product details to get through the tech support number.

What you can do, is use the following link to create yourself a case number, then call and it may help speed up the call process: 

Step 1. Open link: http://support.hp.com/us-en/contact-hp
Step 2. Enter Product number or select to auto detect 
Step 3. Scroll down to "Still need help? Complete the form to select your contact options" 
Step 4. Scroll down and click on HP contact options - click on Get phone number 
Case number and phone number appear. 

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with your and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards, 

[lwilliamson1]

Hi,

I attempted to go through the steps you stated in order to get a case number.  However, the steps 3 and 4 that you gave are not options.  Through searching I was able to find HP contact options, but 'Get phone number' was not something I could find, nor could I find a way to get a case number.  I do not know know which option would be best to get the tech support necessary.  Please advise with appropriate steps.

Sincerely,

Lacie

[Jeet_singh]

Hi @lwilliamson1,

Thanks for replying. I understand you tried to fill in the form to get the tech support number but unfortunately, it redirects you to a different channel. Don't worry I will guide you from here.

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

Hope this helps. Let me know if you need any further assistance, I'll be more than happy to assist you.

If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.

If you wish to show appreciation for my effort, please click the Thumbs up icon at the bottom of my comment.

And I Hope you have a good day, Ahead.

Regards,