Scanner won't finish scanning

[missycat6710]

Sometimes my scanning won't even start up; just tells me it is disconnected.  Other times it will start to scan and stop part way though.  I have unplugged both cords many times, unplugged from the wall, unplugged from the computer, turned the scanner on and off and restarted the computer many, many times and am still having problems.  Recently I went to a site with my ISP and they uninstalled and reinstalled the printer/scanner and it started working, but now it has just stopped again.  Is it just a dud machine?  It is a few years old, but not ancient.  It is an HP Officejet 6500.  Any help will be appreciated.  Thank you.

[Cheetah12]

Hello missycat6710,

Welcome to the HP Forums!

I understand you're experiencing scanning issues with your Officejet 6500. I will do my best to assist you! How is this printer connected? Wireless or USB?

Do you have any issues when you print a document? Do you notice the printer states "Offline"?

What is your operating system on your computer? Click here to find out: Windows.

Do you have any Firewalls running on your computer? If so, please state what kind.

I would recommend following this entire HP document on A 'No Computer Detected' or 'Connection Error' Message Displays during Scanning. Just make sure the settings are correct within the HP software.

Please post your results, as I will be looking forward to hearing from you.

[missycat6710]

Hi Cheetah 12,

I have Windows 7 Home Premium and am connected by cable modem.

I downloaded the Printer And Scanner Doctor and started it up twice.  I stopped it the first time because a window appeared saying there was an error and it had to close, but it didn't close so I thought it would be better to start from scratch.  Right now it is "Finding and fixing scanning problems".  The problem is that it seems to be at a standstill.  There are green circles with check marks in them next to:  Device Manager, Driver Check, Device Status, Windows (WIH) Scan, and Solution Centre.  It seems to be stuck on the next one, Twain Scan.  There is a blue arrow flashing next to it and my pointer is a blue circle that keeps going around and around and never stops.  It has been stuck on Twain Scan for over an hour.  What do I do now?  The only option I have is to cancel it out and start it over but I don't know if that would produce a different result.

Thanks, hope you can help.

[missycat6710]

Hi again Cheetah,

I have tried Scanner and Printer Doctor a few more times with the same result.  Also, what happens is that the red box with the X in it on the top right corner gets muted or greyed and nothing happens when I click on it.  This is when it is stuck on Twain Scan.  The only way I can get rid of that window is to shut down the computer and reboot.  Can't wait to hear from you with some good ideas.  Thanks again.

[Cheetah12]

Hello and thank you for the update information.

Seem like you're having an issue with Twain on your computer. Please try these steps:

Method one:

a) Go to My Computer

b) In C:\Windows folder, look for "Twain_32", which should be there.

c) Also, look for a folder called "Twain32". If this folder exists, it will be empty. Copy and paste the contents of "Twain_32" into "Twain32".

Method two:

a) Go to the Start Menu, then at the very bottom where it states Program and Files type in services.msc. Click enter on your keyboard. Ensure the service named Remote Procedure Call is Started. (This will be under Status)
b) Go to Shell Hardware Detection, right click, and select properties.
c) Set the Startup Type as Manual and hit Apply. Then you should be able to Start the service by hitting Start.
d) Try to scan using the software. If you are unable to scan, try uninstalling and reinstalling the printer software.

Method three:

a) I would recommend uninstalling the software using this Microsoft utility here. Once this is completed, make sure this tool did completely uninstall the software. If not, then follow this HP document on performing this step here.

b) Next, run the Disk Cleanup. I will provide a Microsoft document on performing this step here. Check mark Recycle bin, Temporary files and everything else leave unchecked.

c) Download and install the latest version of Adobe flash player

d) Delete everything in the Twain_32 folder, except "wiatwain.ds" (if anything).
e) Rename the twain_32 folder "twain_old".
f) Restart computer.

Next, reinstall the software on your computer. If you don't have the CD, then please download the full feature software from the HP website here. Choose your correct model number and operating system.

Please post your results, as I will be looking forward to hearing from you.

[missycat6710]

Hi Cheetah,

Thanks for the info.  I went to My Computer/Windows.  I have a twain_32 but no twain32 to copy and paste it into.

I went to start menu and typed in services.msc.  Remote procedure call says started under status.  Went to Shell Hardware and right clicked on Properties.  I set the startup type as manual and clicked on apply and ok.  Then you said I should be able to start the service by clicking on Start.  I don't have a "Start" to click on but I have a "Stop the service" or "Restart the service".  I clicked on "Restart the service" and a window comes up saying that if I do that, Windows Image Acquisition will also restart, and asks if I still want to restart. 

I wanted to check with you to make sure I am still doing the right thing here, before I go bulldozing ahead and maybe do some harm.  Please let me know if I am still on the right track.

Thanks, waiting to hear from you.

[Cheetah12]

Thank you for providing this updated information

Yes you're on the right track, I would recommending restarting the service. After this is done, please continue following my steps in order.

If you have any further questions, please let me know.

[missycat6710]

Hi again Cheetah,

Ok, I clicked on ok to restart the Shell Hardware Detection and Windows Image Acquisition.  A small window pops up and says it is attempting to restart.  The little green line only goes about an inch across and then the small window disappears.  I would take it that this was not successful?; as I would have expected the green line to go all the way across and perhaps a message telling me it was successful.  I tried this 5 times and got the same result.

Should I go ahead and now uninstall and reinstall as per your instructions?  I might sound dumb asking these questions, I just don't want to do anything wrong and really mess things up.  I still have the original installation disk, but I think it was from a previous computer, when I had XP and often they won't accept those instructions for another computer; my present computer is on Windows 7 Home Premium.  I know what my printer is, it is an HP Officejet 6500 E709a.

Just give me the word and I will go ahead and attempt uninstall and reinstall.  Thanks.

[missycat6710]

Hi Cheetah,

I forgot to say that the scanner is working now.  The problem is that it has been hit and miss for a long time, ( a year or so), so I don't know if it is fixed or if this is just a temporary thing.  It seemed to run smoothly this time, and it usually stops several times during the scanning.  I will attempt to scan a few more things and see how it is working, and see if it stops again.

Should I go ahead with the uninstall and reinstall or wait until it starts acting up again?

Also, one other thing.  I can't scan by using the scan buttons on the machine.  When I first got the machine from HP, I used them exclusively.  One day it would not work.  I had a warrantee with HP at the time and called them.  They couldn't figure out how to make it work that way either, so they showed me how to do it by clicking on the icon on the desktop and using the mouse to scan.  Even after it was uninstalled and reinstalled a few months ago by Rogers, that function of the buttons on the machine, still doesn't work.  Not really important, just wondering.

Let me know what to do next, please.  Thanks again.

[Cheetah12]

I am here to help, feel free to ask any questions Now, I am very happy you got the scanning part to work! I would suggest to uninstall/reinstall which I provided in my previous post, as this could make a difference. Also, as a extra step, once you finished uninstalling the software, please follow this Microsoft document on Clean Boot In Windows. This is step is your preference though.

Please post your results!