OfficeJet 4500 Scanning Problems

[toddwilli]

Thanks for your post. In HP Solution Center, scan settings, there were no entries on the right side. I moved the "scan to file" option over, updated the device, and was able to scan from Solution Center. And I can scan from Paint.

However, when I tried to scan from the front panel, I got an error message that there was no computer connection! This is obviously wrong, since I just scanned from the computer, but I have no idea what could be the cause.

By chance I just installed a new black ink cartridge and, upon trying the cartridge alignment procedure, got the error message that the cartridge could not be aligned. Does this matter for scanning?

Thanks for your efforts. Let's keep working on this.

[pcwizard]

Hi toddwilli, 

Are you using a new OEM or remanufactured cartridge in the printer?

HP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: The HP Print and Scan Doctor. HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP printer from the link below.

Let me know what errors you receive?

http://www.hp.com/go/tools

[toddwilli]

I said in a previous posting here that I ran the scan doctor and it hung up without any error message.

But, I tried reinstalling the program and ran "fix scanning problems". Two things happened:

1. Unfortunately, it keeps asking for a "Solutions Center" disk. As I said in another previous posting here, the only disk I have that came with the printer apparently does not have the necessary file (solutioncenter.msi).  The scan doctor program seemed to ignore whether or not I had the disk, even though the little popup window kept appearing and I kept canceling out of the "solution center" installation.

2. Anyway, this time the scan doctor program got all the way through the checkup and said all was well. And I even did a scan from the front panel!!! Hooray! I guess the scanning problem is fixed at least for the time being. Thanks.

But what about this solution center installation?  If I cancel out of the windows asking for the .msi file enough times, it gives up and solution center seems to run anyway at some level. Do I need it? Where can I get this "solution center.msi" file?

[pcwizard]

Hi toddwilli, 

Follow the steps below, and let me know what happens?

Step one: Clear temp directory

1. Type %temp% in the run or search for programs and files field
2. Highlight all the files in this folder, and then press the delete key to delete. If you get a message that the file is in use you will need to skip this file(s).
3. Continue with Step 2 below

Step two: Downloaded and extracted to your system:

1. Download the full feature software and drivers

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-58704-2&cc=us&dlc=en&lc=en&...=

2. Once the download is finished double click on the file to extract the software.

3. When the installation window opens press the cancel button to stop the installation

4. Type %temp% in the run or search for programs and files field

5. Look for, and open the folder starting with 7z (Example: 7zS2356)

6. Right click on the folder, and select Copy

7. Close that window, and all your open windows, and then in the middle of the desktop right click your mouse, and select Paste. This will move the 7z folder to your desktop.

8. Open the 7z folder you just copied to your desktop

9. Open folder Util

10. Open folder CCC

11. Run the uninstall_L4

12. When the uninstall has completed restart the computer

13. Run Disk cleanup from Accessories\ System Tools folder under all programs

14. Download and install the latest version of Adobe flash player

http://www.adobe.com/support/flashplayer/downloads.html

 15. Open the 7z folder, and then double click on the Setup.exe file which will be toward the bottom of the open window. Follow the on screen instructions to reinstall your printer.

Let me know if you are able to successfully install the software and driver, and are able to print & scan?

[toddwilli]

I tried what you said. Unfortunately, after I put the 7zS4938 folder on my desktop (or even when it is in the temp folder), there is no "util" folder inside. The folders inside are Device Manager, Help, and Strings, none of which has a "util" folder or file within. Any ideas?

[toddwilli]

I will be out of touch for two weeks and follow up when I get back. Thanks.

[pcwizard]

Hi toddwilli, 

I have downloaded and verified that the files are in the correct location.

C:\Users\PCNAME\AppData\Local\Temp\7zSFC7C.tmp\util\ccc

[diko7]

I have just experienced the same issue and I do not think i have warranty anymore...seems to me all hp printers have a 1 year life span. i have gone through 3 different hp models and they all seem to quit after a year. what can i do to fix this problem??

[pcwizard]

Hi diko7,

HP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: The HP Print and Scan Doctor. HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP printer from the link below.

Let me know what errors you receive?

http://www.hp.com/go/tools

[toddwilli]

I am finally back in town. I found the correct directory and did all the uninstall and reinstall steps you suggested in your previous posting.

IT WORKED!!!

I can run "HP Solution Center" with no problems. And I can scan and do all the other functions as they are supposed to work.

PROBLEM SOLVED. THANK YOU VERY MUCH.