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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
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‎08-23-2015 03:39 PM

HP Recommended
Product: HP Photosmart C5140
Operating System: Microsoft Windows 10 (64-bit)

After upgrading to Win 10, the scan to computer function wont work.  Have installed newest software & drivers from HP at least 3 times, run all diagnostics such as HP Print and Scan Doctor, and HP Install Wizard at least 3 times.  My PC network connection works fine for printing but not for scanning.  Various error messages are "Scanner not ready," "Scan driver unable to communicate with product", or "Scan cannot be performed because another program or computer is using networked HP imaging device" (there's been no other computer on line on the net).   Windows network troubleshooter sees no problem with connection with printer.

1 ACCEPTED SOLUTION

Accepted Solutions

‎08-23-2015 11:07 PM

HP Recommended

Hello there,

Well, as it sounds to me the old software is basically jamming the new one that you are trying to install..

What you should preform is a full uninstalltion of the Driver 13 (Solution Center) from your computer. (Importnet thing: If your computer is also an HP Machine, Follow the steps shown later on!!!!)

Okay then, follow those steps.

1.Unplugg your device (If its Wireless/Ethernet, skip this step)

2.Download the full solution (From here: http://ftp.hp.com/pub/softlib/software13/COL30777/mp-110020-3/AIO_CDA_Net_Full_Win_WW_140_408-5.exe)

3.After it will finish downloading, extract the software and head into the Printer folder that is being shown there, Inside it head to the 'util' folder and then into the 'ccc' folder In here you should be able to find a file called "Uninstall_L4" >> run that file, It will open a black window, Just press Enter in order for it to start removing the software, after it will finish uninstalling you will be asked to preform a restart, save whatever you were working on and let it restart.

4.After it will finish booting up, head into C:\Program Files (x86) and delete the "HP" Folder that you see here.

5.Head into C:\Program Files (x86)\Common Files and delete the "Hewlett-Packard" Folder that you see here.

6.Here we are going to make some changes to the Registry, so before we start backup your registry entries by exporting your registry library to your desktop.(Follow those steps on how to do that)

6.1.Open up the "Run" window by pressing the Win-Key+R.

6.2.In the command line type in "regedit" and press enter, it will open up the registry editor.

6.3.In this very window on the top left side press on "file" and choose "export" , name the file "reg" and save it to your desktop.

7.In here head into HKEY_CURRENT_USER\Software and remove the HP/Hewlett-Packard folders that you find here.

7.1.Head into HKEY_LOCAL_MACHINE\SOFTWARE and remove the HP/Hewlett-Packard folders that you find here.

8.Open up the "Run" window again by pressing Win-key+R, in the command line type in "spool" in here open the "drivers" folder, in it open up the "x64/W32x86" Folder (According to your system type) and from there delete the HP Printer folder. (If the there are no HP folder's then don't delete anything.)

9.Go into C:\Windows and change the "twain_32" folder name to "twain_32 old".

10.Open the command line by pressing Win-Key+R, in the command line type in "%temp%" in the folder that will be opened, delete everything.

11.Next step will invlove using the Windows cleanup utility, which can be downloaded from here (http://www.google.co.il/url?sa=t&rct=j&q=&esrc=s&f​rm=1&source=web&cd=1&cad=rja&uact=8&ved=0CBwQFjAA...), after it will finish downloading install the File and open the software, a Small window will open, in it Search for anything that starts with HP and remove it.... (Everything is being showed as HP Except for one file called "bdq_scan" make sure to remove this file because there is a 97% chance that its the sole reason of your problem..)

12.Restart your computer.

13.Start the installation and follow the steps being shown.

__________________________________________________​_________________________________________

Incase you are using an HP Computer.

On step 4, Head into C:\Program Files (x86)\HP and remove only the "Digital Imaging" folder.

Skip step's - 5,6,6.1,6.2,6.3,7,7.1, and 11 completely.

And this should solve the issue, best of luck.

View solution in original post

Was this reply helpful? Yes No
4 REPLIES 4

‎08-23-2015 11:07 PM

HP Recommended

Hello there,

Well, as it sounds to me the old software is basically jamming the new one that you are trying to install..

What you should preform is a full uninstalltion of the Driver 13 (Solution Center) from your computer. (Importnet thing: If your computer is also an HP Machine, Follow the steps shown later on!!!!)

Okay then, follow those steps.

1.Unplugg your device (If its Wireless/Ethernet, skip this step)

2.Download the full solution (From here: http://ftp.hp.com/pub/softlib/software13/COL30777/mp-110020-3/AIO_CDA_Net_Full_Win_WW_140_408-5.exe)

3.After it will finish downloading, extract the software and head into the Printer folder that is being shown there, Inside it head to the 'util' folder and then into the 'ccc' folder In here you should be able to find a file called "Uninstall_L4" >> run that file, It will open a black window, Just press Enter in order for it to start removing the software, after it will finish uninstalling you will be asked to preform a restart, save whatever you were working on and let it restart.

4.After it will finish booting up, head into C:\Program Files (x86) and delete the "HP" Folder that you see here.

5.Head into C:\Program Files (x86)\Common Files and delete the "Hewlett-Packard" Folder that you see here.

6.Here we are going to make some changes to the Registry, so before we start backup your registry entries by exporting your registry library to your desktop.(Follow those steps on how to do that)

6.1.Open up the "Run" window by pressing the Win-Key+R.

6.2.In the command line type in "regedit" and press enter, it will open up the registry editor.

6.3.In this very window on the top left side press on "file" and choose "export" , name the file "reg" and save it to your desktop.

7.In here head into HKEY_CURRENT_USER\Software and remove the HP/Hewlett-Packard folders that you find here.

7.1.Head into HKEY_LOCAL_MACHINE\SOFTWARE and remove the HP/Hewlett-Packard folders that you find here.

8.Open up the "Run" window again by pressing Win-key+R, in the command line type in "spool" in here open the "drivers" folder, in it open up the "x64/W32x86" Folder (According to your system type) and from there delete the HP Printer folder. (If the there are no HP folder's then don't delete anything.)

9.Go into C:\Windows and change the "twain_32" folder name to "twain_32 old".

10.Open the command line by pressing Win-Key+R, in the command line type in "%temp%" in the folder that will be opened, delete everything.

11.Next step will invlove using the Windows cleanup utility, which can be downloaded from here (http://www.google.co.il/url?sa=t&rct=j&q=&esrc=s&f​rm=1&source=web&cd=1&cad=rja&uact=8&ved=0CBwQFjAA...), after it will finish downloading install the File and open the software, a Small window will open, in it Search for anything that starts with HP and remove it.... (Everything is being showed as HP Except for one file called "bdq_scan" make sure to remove this file because there is a 97% chance that its the sole reason of your problem..)

12.Restart your computer.

13.Start the installation and follow the steps being shown.

__________________________________________________​_________________________________________

Incase you are using an HP Computer.

On step 4, Head into C:\Program Files (x86)\HP and remove only the "Digital Imaging" folder.

Skip step's - 5,6,6.1,6.2,6.3,7,7.1, and 11 completely.

And this should solve the issue, best of luck.

Was this reply helpful? Yes No

‎08-24-2015 11:19 AM

HP Recommended

JohnGPB

 

Success!  

 

The only step I had problems was #11 running the downloaded Windows cleanup program (got a VBScript runtime error) but searched C: Drive for bdq_scan file and didn't find it so went ahead with the install at that point.

 

Have run the scanner from the HP Solutions window and from another third party  program so it seems all is well.

 

Thank you so much for taking the time to crank out the 13 step recipe.

 

Charlie

Was this reply helpful? Yes No

‎08-24-2015 12:24 PM

HP Recommended
I'm pleased to hear :3
I should definitely explain how to install the Windows Clean Up Utility, the solution is to run it as an administrator ^_^"
Glad I could help~
Was this reply helpful? Yes No

‎10-21-2016 02:06 AM

HP Recommended

I have successfully reached the stage where I have to download the Utility.

When I tried to download the utility my computer said it was unsafe and so I was reluctant to do so.

 

Is there any way in Windows 10 of locating the bdq_scan file without downloading this Utility?

 

I tried Cortana but nothing showed up

 

Is bdq_scan a folder, a file or a program?

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