Error Communicating with OfficeJet 7310 Scanner

[Richard-Brabant]

I have the same problem! first post 2010; today 2017!

I am a former HP employee, more than 25 years in a marvellous company and at the time we were taking care of customers.

Personnaly I had the chance to heard from Dave and Bill first hand what really should be done for building reliable products.

All has been described under this error; through LAN versus direct US connection and so on.

Keeping UNFIXED this, that is making clients walking away from HP ......

Too bad.

Good luck to everybody.

Richard.

[Jeet_singh]

Hi @Richard-Brabant,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I came across your post and wanted to assist you. I understand you are having issues while scanning. Don't worry as I have a few suggestions which should help you resolve this issue.

To provide you with an accurate solution, I'll need a few more details:

Could you provide me with the Operating system installed on the PC? Is it Windows or Mac

How is the printer connected? USB/Wireless

Does that Scanner bulb light up?

Does the scanner bar move when you open the lid & press the copy button?

Have you checked if the unit can make a standalone copy? If ‘YES’ then it means the scan hardware of the All-in-One works fine.

Are you able to print a test page from the printer?

In the meantime, let's try these steps here: 

Perform a Hard reset on the printer and make sure that the  printer is connected directly to the wall outlet and not to the surge protector.

Hard reset on the printer, router, computer and other devices on the same network.

The following steps temporarily disconnect network and Internet connections and require restarting your computer. Complete any tasks or downloads in progress before continuing.

1. Press the Power button on the printer to turn it off.

2. Disconnect the power cord from the rear of the printer.

3. Disconnect the power cord from the wireless router.

4. Turn off the computer.

5. Wait for 30 seconds.

6. Reconnect the power cord to the wireless router.

7. Wait for 30 seconds, or until the router is fully on and ready

8. Turn the computer back on.

9. Wait for the computer to reload

10. Reconnect the power cord to the rear of the printer.

11. Turn the printer back on.

For more assistance, please follow the steps suggested in the support document for - 

For Windows - HP Printers - Network Scanner Connection Error (Windows)

For Mac - HP Printers - Network Scanner Connection Error (Mac)

Please respond to this post with the details of the Operating system and with the results of the troubleshooting for further assistance.

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[Richard-Brabant]

Hello Jeet;

Thank you very much for your reply.

Answers to your questions:

I have 3 HP laptop/WS;

1- HP Pavilion dv7 Notebook PC. SN# CNF9210X9F. PN# NB406V

2- Compaq 8510W. SN# CNU7390F5P. PN# GX195UC#ABA

3- HP Probook 650 G1. SN# 5CG5280FQW. PN# K4L01UT#ABA

All of these 3 PC are running W7 Professional 64bit.

All of these 3 PC are set-up with: AIO_CDB_Net_Full_Win_WW_130_141.exe (371,389KB) HP Solution Center rev. 130-04-44-62.

Now I will explain what I have been stuck with for many years.

I will try to repeat and explain what everybody in this long thread described already pretty well.

If any  of the PC is connected directly through a single USB cable to the printer: NO PROBLEM AT ALL.

USB connection OK.

If any PC is connected through a LAN: 99.9% of the printer functionality is working FINE; BUT the multiple pages scan in "pdf" format is aborted with the error code:  " 4,[(0,12,80004005),(2,7,80040007)]".

LAN connection DOES NOT work for multi pages scanned in format "pdf".

Additional information:

When using the paper feeder, all multiple pages ares scanned, then after the last page is shown in the pop-up window w

the error message is poped-up and any action kill the work done. No way to recover what has been scanned!

When trying to load page after page manually on the glass top and selecting in the control window the next page to scan, the error code happens at the first try or the 1st page (the 2nd page is never scanned).

Since I had to re-install many times W7 professional 64bit on my machines and consequently I had to re-install all the drivers; I could experience SOMETIMES (not allway) the multi pages scan working with the feeder for a short while after re-installing the driver on the PC.

The extended error information is listed as : " 4,[(0,12,80004005),(2,7,80040007)]"

I hope I answer your questions.

I analyse the issue as an unstable protocol of communication through the LAN.

Best regards.

Richard.

[Jeet_singh · Accepted solution]

Hi @Richard-Brabant,

Thank you for replying,

As I understand you are having issues while scanning, Just wanted to check if the scanner bulb moves to and fro while making a copy. If the scanner bulb does not light up or does not move to and fro then it's a hardware failure.

For more assistance, please follow this link: HP Printers - Updating or Upgrading Printer Firmware

If you have followed the steps suggested and still having the issue, I would recommend you contact our HP phone support so that they can help you check the settings. 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[Richard-Brabant]

Hello Jeet Singh,

You did everything was in your power.

You certainly used all the means you have as resources.

All I will say after this is regarding Corporate, the HP (HPE and HPQ today).

Products are getting a very short life time and the real support is not long.

The printer Officejet 7310 is a wonderful: scan + fax + multi cards ports.

I bought it in 2005, it is still a great machine.

The first posts about the issue we talked about were in 2010.

Since this date nothing has been done.

You gave me pointers for getting at higher level solutions or "support", these pointers are not anymore valid!

That is certainly due to the big changes of the split HP-E&Q.

I personally tried to double check the driver package: AIO_CDB_Net_Full_Win_WW_130_141.exe

if any new update was available since I downloaded it.

I could not acces any information from: "https://support.hp.com/us-en/drivers"

Message:

400 Bad RequestRequest Header Or Cookie Too Large

---

nginx/1.10.3

That is absolutely wonderful!!!!!

Any google search is also pointing to websites are not available.

I hope one day "HP Invent" will go back to the fundamentals and make thinks working not going to be just an other big company without professionalism neither respect of their customers.

It is so easy to make mad customers, then it costs so much to get them back.

Best regards.

Richard.

[Jeet_singh]

Hi @Richard-Brabant,

I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options if any.

You should be contacted within 4 business days (Excluding Holidays & Weekends).

Response times may vary by region.

Please send a Private Message, if you aren’t contacted within 4-5 business days.

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.

Regards,

[Richard-Brabant]

I want to correct my comments.

Today I tried again the links and they worked fine.

Apparently for a while a little bit earlier than: "10-08-2017 05:43 PM - Pacific Time" a gate server was down.

I could not access many websites from the ones in the mail of Jeet Singh as well as the ones google search for printer drivers!!!!!

I apologize and ask for being foregiven in my pretty harsh previous statements.

Best regards.

Richard.

[Jeet_singh]

Hi @Richard-Brabant,

Thank you for the update,
I appreciate your time and efforts, 

I'm glad I could contribute towards resolving the issue and finding the solution you were looking for.
Thanks for taking the time to let the community know about the solution.

You've been great to work with and it has been a genuine pleasure interacting with you.
I hope both you and your product works great and remain healthy for a long time 😉 

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.
And mark my post as Accepted Solution to help others find a similar solution as you have.

Take care now and do have a fabulous week ahead. 🙂
Regards,

[gaia1muse]

This worked for me on a PC:  I didn't post this originally but that thread is closed.  Thanks to Pilotsmith fot his solution

"How to Fix the HP Scanner Communication Problem – A Microsoft Issue, Not a Scanner Issue
(This has only been tested with Windows 10, but try it for Win 7 and 8. It also only works with the ‘Microsoft Scanner’ App. It does not fix the HP CLJM scnner software issue.)

1. In Windows 10, right click the start button and select ‘Computer Management’. Another way to get to this is by right clicking on the ‘This PC’ icon (or ‘My Computer’ in earlier versions of Windows).
2. Once Computer Management pops open, select ‘Services and Applications’ then ‘Services’.
3. Scroll down the list and click on ‘Windows Image Acquisition (WIA)’. Double click on it to open a pane containing several tabs to open the ‘Properties’ menu.
4. Select the ‘General’ tab and ensure the ‘Startup Type’ is set to ‘Automatic’.
5. Select the ‘Recovery’ tab.
6. Set the ‘First Failure’, ‘Second failure’, and ‘Subsequent failure’ pulldowns to
   ‘Restart the Service’.
7. After making the above changes, hit ‘Okay’ then close the ‘Computer Management’ window; the settings are saved. Now for an experiment...
8. Turn off your printer. This will remove communication to the computer.
9. Launch any scanner software, either Microsoft Scanner or HP CLJM. The scanner should show a communication failure.
10. Turn the printer back on, let it fully initialize, and it should now communicate.

For further specifics, see the following link on HP’s support site, Step 7.
http://support.hp.com/us-en/document/c00040499

So far, this is the only fix that appears to be permanent. Time will tell…"