An error occurred while scanning

[steve47co1]

Thanks for responding to my call for help, Dragon-Fur.

My 7500a doesn't have that EWS software you are showing me for the 8630?

As for the rest of your suggestions, that went right over my head and out of my realm of experience. Can you elucidate further?

Thank you,

[Dragon-Fur]

@steve47co1

Note that you do have to have the printer on the network to use this feature -- you cannot use EWS when the printer is connected to the computer via a USB cable. ( User Guide, Page 172)

Webscan is explained in the User Guide on Page 44

Your User Guide explains what to do if you cannot open the Embedded Web Server (EWS).

See Section: Solve Printer Management Problems, Page 158

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[steve47co1]

That works, Dragon-Fur, but what a pain of a workaround!

I would still like to use the printer and scanner as it did just last week and still does from my laptop.

Any solutions you see that your other compatriot missed? For example, can someone at HP remotely connect to my PC and see if there is something missing from my configuration?

Thank you.

[steve47co1]

Greenturtle and Dragon-Fur,

I may have a clue now......when I run HP Print and Scan Doctor 4.9, and during the fix screen, it hangs on Windows(WIA) Scan. A popup message from Interactive Services Detection takes me to a screen that shows me a Runtime Error message that reads: Program: C:\Windows\System32\SVCHOST.exe, followed by R6025, pure virtual function call.

I checked the service for WIA and it is started now; when I boot the machine, it is not and the Print and Scan Doctor will go past the WIA Scan and take me to a test scan screen where I can preview the scan but not scan it.

Does this help or make it more murky than it already is?

Do I not have certain services running that are dependent on the WIA service?

Thank you again for your help and support.

[greenturtle]

Hi @steve47co1

Can you try this alternative scan solution?  it's worth a shot that might end your scanning misery 🙂

HP Scan Extended

ftp://ftp.hp.com/pub/scanners/HPScanExt/HPScanExt.msi

Once it's downloaded and installed, go to Start > All Programs > HP > HP Scan Extended > Run "HP Scan Extended"

Also, here's a relevant resource that you can keep to help you on the Webscan if you need it the next time:

Webscan

Let us know if that works.

[steve47co1]

Nice try, but no winner. Very pretty interface, though. "An error occurred while scanning" error message still.

Keep 'em coming; I will try anything and everything!

Thank you, greenturtle.

[greenturtle]

Hi @steve47co1,

Can you check if there are any recent Win 7 updates that might have caused the issue?

Alternatively, you might also check for any new Windows updates that might resolve the issue.

Seems to be a software kink somewhere (from your description of MS Uninstaller).

Ever thought of upgrading to Windows 10? (if you are eligible)

Looks like Webscan is your only option now.  BTW, we assume that you tried all these whilst on TCP/IP port?

Thanks.

[steve47co1]

grrenturtle,

Yes, I am using the new TCP/IP port you helped me to create.

I think you are onto something about the windows updates; I could roll back the last week's updates and see if that makes a difference.

Windows 10 doesn't interest me yet. I am tired of being a paying beta tester for Microsoft as I was with many of their OS' in the past 20 years. I will wait for a few months to see if things settle down with that before I adopt.

I might also try Windows 7 repair function to see if that makes a difference.

Thank you for all of your help.

[Dragon-Fur]

@steve47co1

The issue may not be the installation program itself but the way in which the Operating System is responding.

There are a number of tools on the system to help navigate what is happening at a given time.

One of the more comprehensive tools that keeps a running record of system activities is the Event Viewer.

If the system knows there is a problem, you will likely find evidence in the 'Viewer.

Magic and skill > Event Viewer

Lesson 3: Using Event Viewer to Troubleshoot Problems

Event Viewer in Windows

How-To Geek > Lesson 3: Using Event Viewer to Troubleshoot Problems

The Reliability Tool is an excellent tool used to provide system operations information.  This program is one of the snap-in modules used by the MMC (Microsoft Management Console).

• Reliability Report

Although this cool reporting tool has been around for quite a while, it might be overlooked because it is hiding in an unlikely spot in the Operating System.

Windows 7: Control Panel > set icon view > Action Center >

Windows 10: Control Panel > set icon view > Security and Maintenance >

Under Maintenance > Open the Drop Down Menu >> Click on View Reliability Report

Run the sfc /scannow program (can be run more than one time).

Use the System File Checker tool to repair missing or corrupted system files

Use a Restore Point to "go back in time" as recommended by @greenturtle.

Should all of these recommended options fail,

Our Provost Expert ShlomiL might be able to shed light on this issue.

We can ask ShlomiL to take a look -- let us know.

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[steve47co1]

Dragon-Fur,

Good information!

Here is what I found:

1. Event viewer - when I try to scan and the failure occurs, I checked event viewer and here is what I get - "The following fatal alert was generated: 10. The internal error state is 10." (The source is listed as Schannel?)
2. SFC - it runs and reports that it repaired some files and there are some corrupted files which it cannot fix.
3. The reliability report is interesting but I don't know what I am looking at? All it shows for today is 12  successful and unsuccessful installs and uninstalls of  Microsoft .NET Framework 4.6.1. Product Version: 4.6.01055.
4. I think it may be time to call in ShlomiL ?

Thank you again.