Solution Center Scan Software Opens and Closes

[VoNJ]

My Solution Center opens fine. When I click on scan, scan appears to open to the next menu and the menu then immediately disappears. I have a LaserJet J6480 and am running Windows 10. The printer has passed all HP Printer & Scanner Test cases including the Solution Center and the scanning function. I am able to print to the printer just fine. Can someone please suggest what I need to do to get this to work?

[Rainbow23]

@VoNJ,

Welcome to HP Forums, this is a great place to get support, find answers and tips.

Thank you for posting your query, I'll be more than glad to help you out.

I understand that you are unable to scan to your computer using the HP Solution center.

This issue could occur if the latest software for windows 10 is not installed.

Don't worry as I have a few steps that should help fix this issue.

And here's the step by step guide for you in the links below to uninstall and download and install the latest software:

1. Uninstalling the Printer Software (Windows)

2. Full Feature Software and Driver

Let me know how that works.
 

I hope you have a good day ahead.
 

[VoNJ]

I truly appreciate your help. I followed all of the steps exactly and unfortunately I still have the exact same problem. I can print to the printer. When I try to scan from the Solution Center the scan screen begins to open and immediately closes. I also noted that my ink levels are not showing. (Yes, I have HP ink and they show on my other PC in Solution Center).

So I'm asking for some further assistance. I'm trying to migrate from my current PC to this new one and can't until I get this working. Thanks in advance for the further help.

[Rainbow23]

@VoNJ,

Thank you for your reply, I'll be more than glad to help you.

I understand that the issue still persists after following the steps provided in the previous interaction.

This issue could occur if the drivers are not removed from the print server.

Please follow the steps provided below to remove  the drivers from the print server: 

1. From the Start menu or the Start screen:
2. Open Devices and Printers.
3. Select any printer and then click "Print server properties" at the top of the window.
4. Click on the Drivers tab.
5. Select the printer driver you wish to uninstall.
6. Click the Remove button.
7. Select "Remove driver and driver package" and click OK.

Now, reinstall the software from the link: Full Feature Software and Driver

Let me know if this works.

I hope you have a good day ahead.

[VoNJ]

I'm sad to report that the issue persists.

As you thought, I did forget to remove the drivers. This time I removed the drivers and software package. My printer was removed and I reran the full feature software and drivers package. The problem remained.

I decided I would try again remove the 6400 drivers and softwaare and and also remove some other drivers that I didn't need (for another HP laser printer). Now I wasn't able to remove the drivers. I get the following error message:

Failed to remove driver HP Officejet J6400 series. The specified printer driver is currently in use.
Failed to remove package prnhp003.inf. Access is denied.

I don't believe this printer or my laser printer is in use. I removed power from the printer too, just in case and I get the same error message. I tried rebooting my PC and that didn't change things either.

Any suggestions??? Thanks.

[Rainbow23]

@VoNJ, 
Thank you for your reply, I'll be more than glad to help you.

I understand that the issue did not resolve after following the steps in the previous interaction.

As we have tried all the possible solutions for this issue, please contact phone support for further assistance at the link: www.hp.com/contacthp

I hope you have a good day ahead.
 

[VoNJ]

Perhaps we could give this one more try. I tried customer support, paid them $25 and after about five minutes they wanted to sell me a new printer instead of going forward. But here is what I found and this you probably can help me with.

Two things...

1. When I go to my printer and click scan to on the printer, the old computer name appears. That name hasn't changed to the new computer name. So I'm looking for the way to make that change and perhaps that will fix the problem. By the way, I wentinto the Solution Center Settings area and tried to change the scan to setting and got an error message HP CUE Scanning Flow Component Has Stopped Working. This is probably a clue regarding the issue.

2. I can scan from my computer, not using the Solution Center, but by directly executing the HP Scan Application Resources software. So this is a work around. However, it only lets me scan from the glass and not the document feeder and it will not let me scan multiple pages into one document. If you can help me get the multi-page and document feed working for scanning, it could be a better work around.

[Chimney_83]

Thanks for the reply and trying the suggested steps and contacting HP phone support. 

HP Solution Center has been replaced with HP Printer Assistant. Click here to know more. 

Recommend you to turn off the printer and disconnect it from the computer if connected with a USB cable. 

Uninstall the printer software from your computer using the method mentioned below. 

Uninstall the printer from programs and features from the control panel.

Check in device manager, if the printer is listed there, please delete it.

Go to devices and printers, select any printer listed there and you will get some options on the top. 

Click on print server properties. 

You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there, if any.

Delete all the instances of your printer listed in devices and printers.

Restart the PC.

Update the firmware on the printer using the control panel on the printer. (Will require the printer to be connected to your wireless network.)

Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 

Type %temp% in the run box and click Ok or hit the Enter button.

It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).

If possible, delete the printer from the registries using Regedit or using any other 3rd party application.

Restart the PC again. 

Download the latest full feature driver from www.hp.com/drivers and install it on the computer. 

This should resolve the issue you are facing. If you are using HP Scan application, you will have an option to select the source for scanning (Scan bed or ADF). 

For other scanning applications, refer to this HP Article.

Let me know if this helps. 

If the information I've provided was helpful, give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons, that’ll help us and others see that we’ve got the answers!

[VoNJ]

Thank you. A few short questions.

My printer is pre-2010. I believe all prior attempts to load  the full feature driver gave me only the solution center and not the printer assistant. Is there a way to just download and install the assistant?

I connected my printer to my wireless nnetwork and can print froom my PC the same as when it was on my LAN. There is no setting menu for firmware updates. I also tried to set the wireless connection to be my current computer but got the message "no connection". So how else can I update the firmware? Also I checked the software & drivers for my printer and there was no firmware listed. There was only the full featyure driver.

[Chimney_83]

Thanks for the reply. 

Printer assistant can be accessed by the icon of the printer created on the desktop and the Windows menu on the computer when the full feature software of the computer is installed.

The printer assistant is bundled with the full feature software and cannot be downloaded separately. 

Please uninstall the printer software using the method suggested and install it back and check. 

Using the printer assistant you can also check for firmware updates.

Alternately to check for firmware updates, you can use HP Support Assistant as well. Click here to know more. 

Let me know if this helped. 

If the information I've provided was helpful,

Please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.