Scan - Error

[rajib1231]

I am trying to scan some document getting error message 'An Error ocurred while scanning' . the issue is happening both in USB or wireless mode.

My OS is Windows 7 Ultimate (64 Bit). Printing is fine

Pls suggest

[Dvortex]

Hello, @rajib1231 - Hope you are well 🙂

Allow me to welcome to HP Support Forums! It is a great platform to get help from the community, get suggestions and find what has worked for others!

Going through your post, I understand that you are facing the issues while scanning. This looks like an issue with the printer drivers. Do not worry, I will help you fix the same 🙂

Let’s start by performing a clean install to try and fix the issue. Here are the steps:

• First, unplug the USB cable from the printer if present.
• Go to Control panel – Programs and feature – Select all the HP Deskjet printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
• Now click http://ftp.hp.com/pub/softlib/software13/printers/dj3630/DJ3630__Full_WebPack_1107.exe to install the software.
• Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.
• Restart the printer and PC and then try scanning.

Those steps should do the trick, let me know the outcome!

Good luck 🙂

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[rajib1231]

Hi,

Thanks for your prompt reply, I did exactly as you have mentioned unfortunately the issue is not resolved. I am getting the same error message.

The only difference is instead of USB, I have followed the steps on 'wireless/network' mode, can that be an issue ?

Also after following your steps, the look & feel of the HP software has changed.

[Dvortex]

Hello, @rajib1231

Thanks for the update & appreciate your efforts 🙂

The look & feel of the HP software is changed since our steps have updated the software and made it better 🙂

To assist you with this issue better, I need to know whether the printer can make a "Photocopy" or not.

Place a document face down on the scanner glass and press the copy option on the printer control panel. Let me know if it makes a good copy or not.

If the copy fails, then the issue could be with the scanner mechanism of the printer. Try performing a power drain on the printer:

• ·         With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• ·         Remove USB cable, if present.
• ·         Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• ·         Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• ·         Turn on the printer and wait till warm-up period finishes and the printer is idle and then try making a copy.

If the copy is fine, try to fix this issue using HP Print and Scan Doctor (PSDR). PSDR is an automated tool which can diagnose and resolve printing and scanning problems. Please go to http://hp.care/2bZ9w2q to download and run HP PSDR. Once you open the program, select your printer and click on “Fix Scanning” to automatically diagnose and fix the issue. If you get any error, then let me know the same.

Please let me know if this resolves the issue, or if you require further assistance!

Cheers 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!