Scanner won't finish scanning

[missycat6710]

Ok, I will try the uninstall/reinstall this morning and get back to you to let you know how it went.

[missycat6710]

I have hit another stumbling block.  When I clicked on the "Microsoft utility here" link that you had, it took me to something called Microsoft Fix-it.  It is not an uninstaller program, but something to fix if you have a problem uninstalling or installing.  I ran through the steps anyway and now the Program Install and Uninstall Troubleshooter" tells me that

No Problems Need Attention.  But it had never uninstalled the printer.

I went to Control Panel and then to Devices and Printer.  When I right click on my printer, there is no uninstall option, but a "Remove Device" option.  Should I be removing the device?  Also, when I go to Programs and Features in the Control Panel, it appears I have two installations of Officejet 6500 e709a.  Should I uninstall both of them, and if so, should I also "Remove Device"?

Thanks

[Cheetah12]

Yes, this is correct. This Microsoft utility automatically repair issues that block program installation or removal because of corrupted registry keys. If this didn't uninstall the HP software completely, then go into the Control Panel, uninstall a program. I will provide a HP document on performing this step here.

You only have one Officejet 6500 printer right? If so, then please uninstall both drivers.

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

[missycat6710]

Hi Cheetah,

Oh yeah, I have more questions.  I went ahead and uninstalled.  The first listing in the Programs came out no problem.  The second listing seems to have nothing in it.  When I tried to uninstall it, it kept telling me there was nothing in there.  I couldn't remove the words HP Officejet 6500E709a series but since it was empty I just left it there and reinstalled again.  I kept getting messages saying it wasn't going to work unless I found another path.  After I got rid of all those windows, it told me it was successfully installed.  I did a test page and it printed fine.  But when I try to scan, I get the messages again, to wit:

The feature you are trying to use is on a network resource that is unavailable.

'C:\Users\Carol\AppData\LocalTemp\7z57D86\0J6500vE709_Full14\Setup\Scan\Scan.msi' cannot be found.

Verify that you have access to this location and try again or try to find the installation package 'Scan.msi' in a folder from which you can install the product scan.

Error 1706.  No valid source could be found for product Scan.  Windows Installer cannot continue'

Also:

An error occurred while communicating.

Then it gives me the usual instructions to unplug and turn off and reboot etc which I tried and I still keep getting the messages.

When I went to control panel, there is still only the one Officejet6500E709Series listed; it was empty before but now it has in it:

Shop for HP supplies

HP Officejet 6500E709 Series

HP Solution Centre

OCR Software by I.R.I.S.

HP Document Manager

HP Customer Participation Program

HP Imaging Device Functions

HP Smart Web Printing

And now I can't scan at all, just keep getting those messages telling me I don't have access

.  Where to from here?

[missycat6710]

Hi Cheetah,

Update on my scanner problems.  You had told me to take everything out of twain_32 except wiatwain.ds, which I did.  I took out hpqgnds2 and hqhnds2.tmp.  They went to recycle bin.

As I told you in my last post, I kept getting all those messages telling me I couldn't use the path I was trying to use.  On a whim and because I didn't think it would do any harm, I restored those two things.  They created a new twain_32 and are in there, just above twain_old, which has the wiatwain.ds in it.

I tried to scan again and it started scanning and then stopped.  I unplugged the USB connection (not power cord and didn't turn machine off this time) and plugged back in and tried again and it scanned successfully.

So the bottom line is that I am right back where I started -- hit and miss; sometimes works and sometimes doesn't, have to unplug and replug and turn off and on and reboot sometimes.

Any other ideas?

[Cheetah12]

Thanks so much for the information! Based on what you have explained, here are some steps to try:

1. Go to Start Menu. Type %temp% in the search bar and hit Enter.

2. Go into the following folders: “7z57d86”, then “OJ6500vE709_Full14”, then “Setup”, and “Scan”.

3. You will see a .msi program named “Scan”. Right-click on it and select Repair (it may ask you to restart the computer).

4. If it doesn't work, or gives an error, take note of the error. Then, right-click and select “uninstall”, and then “reinstall”.

I noticed there is a new “Twain_32” folder, according to you. Please ensure there is a “Twain_old” folder, then delete the “Twain_32” folder completely.

If that doesn't work, try these steps next, which is specifically to address the 1706 Error: Fatal Error 'Error 1706. No valid source could be found for .' (MSI Error 1706) Message Displays Dur....

Please post your results.

[missycat6710]

Hi Cheetah,

I went to Start  menu and typed in %temp% and hit enter.

I don't have a folder called 7z57d86.  I did have on called 7zS7B96.  I clicked on it and found OJ6500vE709_Full14 and then Setup and then Scan.

Inside there was a folder Scan.msi.  I right clicked on it and clicked on repair.  I got the same messages as before:

   The feature you are trying to use is on a network resource that is unavailable.

    Click OK to try again or renter an alternate path to a folder containing the installation package Scan.msi in the list

     below.  The browse list below just browses my computer so I don't know where to go with that.

When I try to cancel those windows out I get the message again:

    Error 1706.  No valid source could be found for product Scan.  Windows installer cannot continue.

So I right clicked on Scan.msi and clicked on Uninstall.  It uninstalled.  I think that because when I bring it up on my desktop, the scanning features are gone.  Under "Type", where all the other folders say Cabinet File, this one says

Windows Installer Package.

Here is the problem.  When I right click on Install, a small window tries to come up but fails.  It took me a while to read the window, it says "Preparing to Install" but it won't stay up, so won't reinstall.

I am going to try your next step addressing the 1706 error.

I'll let you know.

[missycat6710]

Hi Cheetah,

Well, things have changed a bit.  Man, I am soooo confoosed!  However, this is what happened.

I went to the 3 Level Uninstall and followed the steps in Level I.  They said to type %temp% in the Start search box and look for 7zXXX.tmp, or something similar.  I didn't have anything with .tmp after it but had a 7zS5BEE so I went into it and found Util, then ccc folder and double clicked on Uninstall_L3.bat file and clicked Ok.

It appeared to be the same thing I did yesterday but when I was done, I had to add HP Support Solutions Framework.

Now, not only is the scanner re-installed and working, it also works from the scanner buttons on the scanner; that hasn't worked in ages and I was on the phone with HP back when I had a warrantee and they couldn't fix it, so you are a genius.  I have been scanning by mouse for a long time.  I would still mouse scan for small things, as when I use the scanner button, it goes to docs, there is no option to go to pictures so you can't crop as far as I can figure out.  However, this is nothing to be concerned about; it is WORKING, (so far, anyway) the way it worked when I first got it.

Step 2 was to register it.  I followed instructions and went to Start and typed in msiexec/unregister and hit enter.  The screen that came up said "No items to match your search."  I then typed in msiexec/regserver and hit enter and got the same answer - no items to match your search.  So I don't know what to do about that or if it is important.

However, at the end of section 2, it says "Try to install or uninstall the software again, depending on what you were doing".  Well, since it is working, I didn't think I wanted to monkey around and uninstall it again, so I stopped there.

I told you I had originally taken hpqgnds2 and hpqgnds2.tmp out of twain_32 and moved to recycle bin.  I renamed twain_32 as twain_old.   Yesterday when I couldn't scan at all, (kept getting those error messages), I restored those two folders and it created a new twain_32.  Today after everything was working again, I went in and noticed those two folders are white, empty, so I removed them again, as per your instructions and things are still working.  There is a new folder in twain_32 called hpsj_0001 which is yellow, indicating it has stuff inside it , I think.  Inside that is hpsj_0001.ds.  I can't go further than that into it and don't think there is any need, correct me if I am wrong.

Now, also, when I go to Start and type in %temp%, there are three similar folders there.  One is the old 7zS7B96.  Now there is also a 7zS5BEE and a new one called 7zS0F51.  When I open these, each one of them has 0J6500vE709_Full_14 inside them.  Since things are working, is there any reason to tamper with any of these?

I have scanned several articles and pictures and so far it is working fine.  So, are we done here?

If so, I have another question about another driver, totally separate.  Should I ask you or just pose a whole new question in the forum?  I might as well tell you now.  It is about my camera and is not an HP product, but of course involves my computer which is HP. 

My computer is an Olympus Camedia D-520 ZOOM.  When I first got it, years ago, and for years afterward, when I plug the camera into a USB port, a little auto dialog box would come up and ask me if I wanted to download pictures from my camera.  That no longer happens.  No dialog box at all.  I called Rogers and they did a lot of investigating and told me as near as they could find out, the drivers had been removed that allowed that function (auto dialog box).  They showed me how to go into computer/H drive/DCIM/100 Olympus and get the pics from my camera, but I have to drag and drop them to get them to My Pictures.  I called Olympus and they gave me a link to download some of their  software that will do the job just fine, in a different manner.  I am just wanting to know if Rogers was correct in that that driver had been removed or if it is something I can find to fix.   Would appreciate your input on this.

I will be happy to fill out whatever forms or kudo things and say all sorts of nice things after I hear from to to let me know if we are done on the scanner issure, since it is working like a hot-**bleep** right now.

I am overjoyed to say the least.

[Cheetah12 · Accepted solution]

Hello!

I would suggest to leave this scanning issue alone since things are working. Thanks for trying all the steps I have provided! If you would like to provide a Kudos or Accepted Solution on this post, then please follow this forum here to help you.

Also, for your other question, please post this question on another forum since it's a different issue. If you have any further questions, please let me know!

[missycat6710]

Hi Cheetah,

I just tested it again and it is purring like a kitten.  I hope it stays this way; it is working just like it did when I first got it.  Thank you so much for all of your help.

I will go back and fill in the kudos/accept form now.  What a relief!

Right after that I have to go outside and shovel snow.

Have a good day.