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mikegalant
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scanner problems after Windows update

HP Recommended
OfficeJet Pro 6978
Microsoft Windows 10 (64-bit)

My HP scanner (part of an all-in-one) used to work just fine under Windows 10.  However, after the most recent Windows update, I can no longer scan from the scanner's control panel, nor can I scan using the manufacturer's desktop utility [either way, I get the error "the HP OfficeJet Pro 6970 was not found"] (my model is actually 6978).  I am, however, able to scan using a web-based method.  Also, interestingly enough, I can still print just fine, so my computer is definitely still communicating with my all-in-one (it's a wireless connection that works via my router).

A guy from HP helped me online for about an hour and eventually told me that he was unable to resolve the problem for me (he told me to seek additional support from whoever I purchased the computer from, since it was a Windows problem, rather than an HP problem).  He tried uninstalling and reinstalling the software and that still didn't help.  I definitely have the most up-to-date driver for my all-in-one.  When he clicked on wiaacmgr.exe, the following error message comes up: No scanner is installed.  Install a scanner and try scanning again.

I also tried the HP Print and Scan Doctor, which does recognize my all-in-one, but when I click on "Fix Scanning", I got a message saying "The Device Manager is reporting an error.  You should uninstall and then reinstall the device software."  As I mentioned above, the guy from HP who helped me already tried that, and that didn't help.

If I go to the device manager, and find my all-in-one under "Imaging devices", there is a caution triangle by the device.  I tried updating the driver, but I got a message saying that I have the most up-to-date driver for the printer.

If I go to "printers and scanners" and click on my all-in-one, I see "Driver Error".  I do see a choice to "Open printer app".  From there, I am taken to "HP AiO Printer Remote", and from there, I can in fact scan, but I never used to use this app before, and it has less functionality than the desktop interface that I used to use.  If this is somehow a replacement desktop app for the printer, that would be fine, but I still can't scan from the control panel on the all-in-one itself.

Also, if I run the Windows 10 Scan app, it says "To get started, connect a scanner" but does not recognize my all-in-one.  I imagine I may have to hook up my scanner via USB, but I would think that the computer would recognize the scanner via my router.

I also tried the Windows printer troubleshooter, and it was unable to find any problems with my printer (which makes sense, since I'm not having any trouble printing).

I have also posted this to a Windows community forum, but I thought that I might be able to get better/additional help here.

Any suggestions (including the suggestion to try a different forum) would be greatly appreciated.

Thank you!

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Dvortex
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Hello, @mikegalant - Hope you are well 🙂

 

Thank you for becoming an HP Forum member. It is a great location to get help from the community, get suggestions and find what has worked for others!

 

Going through your post, I see that you are having issues while scanning using the HP Officejet printer. I'd suggest using the HP Scan and Capture to scan. Go to http://bit.ly/2oAYXby to download and install the HP Scan and Capture app on your PC.


HP Scan and Capture is a simple and fun application that captures photos or documents from any HP scanning device or your computer's built-in camera.  These images can be previewed, edited, saved, and shared to other applications. Here are the detailed instructions on how to use the app: http://hp.care/2nZfg1K


That should help, let me know the outcome!

Good luck 🙂


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DVortex
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mikegalant
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Dear DVortex,

 

Thank you for your suggestion.  Unfortunately, when I open the app, it cannot see my scanner.

 

Also, even if I do find a desktop app that recognizes the scanner, I also like to scan using the control panel on the scanner, and that is also not working.

 

In any case, I appreciate your support.

 

By the way, I also tried two other things, suggested to me in a Windows forum, neither of which helped:

1) a clean boot

2) System File Checker

3) I checked to see if the service Shell Hardware Detection was running, and it was.

 

Is there any other service that I should make sure is running?

 

Thanks,

Mike

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Dvortex
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Hello, @mikegalant

 

Thanks for the update!

 

I'd suggest a clean install as suggested below:

 

 

·         First, unplug the USB cable from the printer if present.

·         Go to Control panel – Programs and feature – Select all the HP Officejet printer entries and uninstall them.

·         Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.

·         Restart your computer.

·         Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.

·         Once in device manager, click on the view tab in the top & choose “Show hidden devices”.

·         Then from the device manager list, check the entries under “Printer”  – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device".

·         Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says “Unknown device”.

·         Once done, close device-manger. Then 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 run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

·         Open run again, type “%temp%” and press enter to get the temporary files. Delete all the files here. Skip the items which cannot be deleted.

·         Now restart your computer again.

·         Open the Run window again, type “services.msc” and press ok to get services window.

·         Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.

·         Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.

·         Repeat the same exercise on “Function Discovery Resource Publication” as well.

·         Click on http://ftp.hp.com/pub/softlib/software13/printers/OJ6970/OJ6970__Basicx64_1975.exe and install the software.

·         Select Wireless in the connection type and follow the on-screen instructions to complete the installation.

 

Let me know if that helps!

Cheers 🙂

 

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DVortex
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mikegalant
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Dear Dvortex,

 

Thank you for this additional suggestion.  I'm not sure I followed it correctly (see below), but whatever I did, it unfortunately did not resolve the problem.  The reason that I'm not sure if I followed your suggestion correctly is this:  whenever you say "If there are any entries, please right click and choose “uninstall” –", I wasn't sure if you wanted me to delete even "printers" like "Adobe PDF", "Microsoft XPS Document Writer", "Fax", and "Send To OneNote 2013".  All I deleted were references to the HP printer and another printer that I don't use anymore.  Was I suppose to uninstall even printers like "Adobe PDF", etc?  If so, how would I reinstall all of that afterwards?

 

Also, I noticed that I never deleted the "HP Print and Scan Doctor" program.  Should I have deleted that, too, before reinstalling the printer software?  It seems like it's an entirely separate piece of software, and in fact, it doesn't even show up in the control panel for uninstalling programs, but if you think it would be better to uninstall it before doing the reinstall of the printer software, I can try that.

 

Thanks again,

Mike

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Dvortex
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Hello, @mikegalant

 

Do not worry, the steps that you have followed are the correct ones. you do not have to remove the XPS document writer, send to OneNote or the HP print scan doctor. Appreciate all your efforts!

 

To find the root cause of this issue, I would like to know the following details:

 

1) While you were installing the printer, were you getting any error?

2) Did you run the HP Print Scan Doctor to fix the scan issues? If so, what was the result?

3) How is the printer connected to the PC? Is it via wireless or USB?

 

If the printer is connected via wireless, try to disable / pause the firewall / antivirus temporarily and then try to scan.

 

Thanks, I'll watch for your reply!

Cheers 🙂

 

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DVortex
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mikegalant
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Dear Dvortex,

 

Thank you for your reply.

 

Here are my answers to your questions.

 

1) I didn't get any errors during the installation procedure.

2) the HP Print Scan Docor was unable to fix the scan issues.   The program was able to see my printer, but when I clicked on "Fix Scanning", I got a message saying "The Device Manager is reporting an error.  You should uninstall and then reinstall the device software."

3) The printer is connected to my computer via Wireless.

 

Also, I tried your suggestion of turning off the firewall and the antivirus software and then trying to scan (via the HP deskptop application (HP Printer Assistant) and via the control panel on the printer), and I got the same error from before "the HP OfficeJet Pro 6970 was not found".

 

Thanks,

Mike

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Dvortex
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Message 8 of 12
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Hello, @mikegalant

 

This looks like a permission issue. Are you the administrator of your laptop? If not, log in as administrator and check.

 

If you are already the administrator, then I believe we have to give “ENUM” permission on your registry to try and fix this issue.

 

Note: An incorrect registry entry can cause serious system problems or prevent the computer from starting. If you must edit the registry to resolve issues, you should always make a backup of the registry.

 

Please follow the steps mentioned below to take a registry backup and to give ENUM permissions:

 

  • First, uninstall the printer drivers completely by going to – control panel – all programs.
  • Once the drivers are completely uninstalled, restart your computer.
  • Press “Windows logo key” + “R” to get the run pop-up window. Type “regedit” and press ok.
  • To back up the entire registry, click Computer. Click “File”, and then click “Export”. Type a name for the backup file and save the backup copy to the location of your choice.
  • Now, to give the ENUM permissions, expand the “HKEY_LOCAL_MACHINE” – “SYSTEM” – “CurrentControlSet”.
  • Right-click on “ENUM” and select “Permissions”. Now click on “Add”.
  • In the “Enter the object names to select” field type “ADMINISTRATOR” and press ok.
  • Administrator will be added on the “Group or username filed”. Now click “Advanced”. You will get the “Advanced Security Settings for Enum” window. Select the “Permissions” tab.
  • Select the Administrator field – Edit – And select the box next to “Full control”. Press ok. Repeat the exercise for all the type except for “Everyone”.
  • Now select the “Auditing” tab select “Add”. Again add “Administrator” field. Edit and give full permissions.
  • Apply the settings, and exit out of registry.
  • Now install the printer software drivers.

Let me know how that goes!

Good luck 🙂

 

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DVortex
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mikegalant
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Message 9 of 12
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Hi, Dvortex.

 

I think I applied your solution correclty, although in Enum, I didn't change the permissions of "ALL APPLICATION PACKAGES" or "Account Unknown".  Was I suppose to give those full control as well?

 

Unfortunately, this solution still didn't work.

 

Thanks,

MIke

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mikegalant
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Message 10 of 12
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I found a solution on my own.  I reset my computer to the previous build of Windows 10 , and now the scanner is working just fine.  It's strange, since my laptop is able to work with the scanner just fine with the latest build of Windows 10, but in any case I'll wait a while before updating Windows again.

 

Thanks again for all your help.

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