Error saying scanner driver is not installed even though it is

[emilyc1111]

I am trying to get my Canoscan 5600F scanner and its corresponding software, MP Navigator EX 2.0 to work on my HP laptop. It worked on this laptop in the past but when recently trying to use it, I get an error saying that the scanner driver is not installed. I have uninstalled and reinstalled the scanner software and driver multiple times with the same error message. I went to Canon support and followed all the steps they gave me but nothing fixed the problem, so now am trying to see if it's an issue with my laptop. When the scanner is powered on and connected to my laptop, it is listed under Imaging Devices in the Device Manager.

Solutions I have tried with no results include:

1) Uninstalling and reinstalling both the scanner driver and scanning software

2) Disabling firewall before running the software/scanner

3) Using a USB 2.0 vs a USB 3.0 port (scanner is a USB 2 device)

4) Turning off Power Saver mode before attempting to use scanner

Details of all the steps I went through with Canon Support can be found here:

https://community.usa.canon.com/t5/General-Printer-Discussion/MP-Navigator-EX-says-driver-is-not-ins...

Any help would be greatly appreciated. The scanner has worked on this computer in the past so I'm not sure why I am now getting this error.

[Dragon-Fur · Accepted solution]

@emilyc1111 

The problem might be in the Windows File System - it is not likely related to you having a particular brand of computer.

A couple of months ago (beginning of October 2019), Windows did send out an odd Update that wreaked havoc on the Windows Print Service.  The issue has long since been fixed.  The only point to mentioning the incident is that these things can happen - best check your sources for data, including looking to see if your computer has recently installed any Windows Updates.   You might also peruse the Microsoft Community  to see if anyone else is commenting on a similar issue.

If you think your "HP" might be involved, about the only thing you can do from that perspective is to make sure your HP Software and Drivers are updated (current / installed).  

Assuming for the moment that the scanner files install into the computer in a manner similar to the way HP printer software is installed, it is possible that during the last "uninstall" you performed on the scanner software, there were "bits" of the software leftover - that is, the uninstall did not completely remove every scrap of the previously installed printer software. 

Where to look?

Suggestions - based on HP printer software locations. 

Remember to substitute your "Canon" scanner prefix where ever you see "HP".

** Printer Software – Blocked in Security Software **

Check your Security Software to make sure the printer software is not being blocked.  Most Security software will allow you to make an exception for applications / software you want to use on your computer.

Check the security software settings even if you are not aware of having changed anything yourself - if the software was updated, it is possible (not likely) that something changed.

If you make changes to the security software setup, Restart your computer and log in.

Uninstall Existing Printer Software

Uninstall existing printer software from Programs and Features

Method One - Control Panel > icon view > Programs and Features >

Method Two - Settings > Apps > Apps and Features >

Search or Scroll down

Uninstall the printer software

After the software is removed, Restart the computer and log in

If printer software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed

** Uninstall - Printer Software – Lurking in the Device Manager **

Check / Verify:  If the printer is still lurking in the Device Manager, remove it.

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Restart the computer and log in

** Uninstall - Printer Drivers – Lurking in Devices and Printers **

Check / Verify:  If the printer drivers are still lurking in Devices and Printers, remove driver(s) related to the printer.

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

Clicking on a printer, displays options along the ribbon (near the top of the Devices and Printers window)

Click Print Server Properties > tab Drivers

Click on Driver(s) in list, select Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

Restart the computer and log in

** Uninstall - Printer Software – Lurking in the User Account **

Check / Verify:  Printer related files and folders are stored in the User AppData hierarchy.  If you have had trouble getting the printer to work, complete this step to delete printer files from the Temp folder and the Local\HP folder

Clear Temp Folder in AppData

Method One

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\Temp

OR

Method Two

Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (It is expected that some files cannot be deleted, ignore these)

Restart the computer and log in

Clear HP Printer mention in AppData\Local\HP

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

=======================================================================

After you have cleared, cleaned, checked what you can find, Restart the computer and log in.

I am sorry we cannot offer anything more precise - at least you now have some more places to check / consider.

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Merry Christmas 2019

[emilyc1111]

@dragon-fur

Thank you so much for your reply! I uninstalled the program and driver again, deleted the files from the Temp folder, and then reinstalled the driver and program and now it's working 🙂

[Dragon-Fur]

@emilyc1111 

Hurray!

You are welcome.

Happy Scanning!

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Merry Christmas 2019