An error occurred while scanning

[steve47co1]

Until last week, I have enjoyed my HP 7500a thoroughly. It still prints fine, but as of today, it will not scan. I uninstalled and re-installed the latest HP device drivers and software; I have followed all of the suggestions given on the forums and still get "an error occurred while scanning" error message when I try to scan.

I have used HP Print and Scan Doctor 4.9 numerous times and it tells me it has fixed the issue, but it doesn't.

I have checked all of the relevant services that need to be enabled and they are. I switched from a USB to an ethernet connection and still no change in the error message. Still prints fine.

Here's why I don't think I have a hardware problem - I connected my laptop to the 7500a via a USB connection and it scans fine!

Last hint: as HP Print and Scan Doctor is going through its diagnostics procedure, it does test scans and a message shows up on the control panel of the device as "scan successful." and it will correctly preview the scan, too. However, when I push the scan button, either nothing happens or the persistent error message pops up;  "an error occurred while scanning."

I (think) have exhausted all of the possiblitiesI can find. Can anyone help me?

Thank you.

[steve47co1]

Additional information:

1. OS = Win 7 64 Pro SP1.
2. I installed the latest DOT NET Framework 4.6.1 from Microsoft.
3. I have cleaned out all temp install files.
4. I turned off Windows Firewall and added all components of HP E910 folder to BitDefender exclusion list.

Probably more I have forgotten.............I have to walk away from it for awhile now.

Haven't tried scanning in SAFE mode......hmm?

[greenturtle]

Hi,

Thanks for using the HP Forums.

Can you try using a TCP/IP port?

Create a TCP IP port

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
2. On your PC, go to Control Panel, from Devices and Printers, right click the printer and left click Printer Properties, select the Ports tab.
3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
4. Type in the proper IP address for the printer.

This video resource will show you how to do it:

Create & Use TCP IP port


Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)

Let us know if that works to resolve your issue.

[steve47co1]

Hello greenturtle,

Unfortunately, it didn't work. Same result as before. "An error occurred while scanning."

The printer's IP address is interesting, though; it is similar to the Comcast modem IP address where it is plugged in. My Xfinity modem is also my router.

Thank you.

PS Any other ideas?

PPS Still prints fine.

[greenturtle]

Hi @steve47co1

At this point, would suggest that you uninstall and reinstall the FULL feature software.

Hope that helps.

[steve47co1]

Ok, I will give that  a try and report back here.

[steve47co1]

Still, no joy. If anything, maybe worse. I now have two network printers; both the same one.

[greenturtle]

Hi,

Thanks for the feeback.

Can you try this Uninstaller from Microsoft and then reinstall the FULL feature software again?

https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed...

Let us know if that works!

[steve47co1]

Again, sorry to say, but no.

The program you sent me to found corrupt registry patch details and repaired them; it repaired DOT NET Framework 4.6.1, and I uninstalled the full feature software; reinstalled it,  but still, the same error message pops up when I try to scan.

[Dragon-Fur]

@steve47co1

Apologies for jumping in..

I don't have a magic fix -- perhaps, though, you can try using Webscan from the printer's EWS (Embedded Web Server) connection.  Webscan is not dependent on the Full Feature Software (printer programs).

If Edge won't support EWS, use Internet Explorer:

Start > All Apps > Windows Accessories > Internet Explorer

Example:

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