HP Scan Assistant has a Script Error

[Mel_Nash]

I installed the "Full_Webpack-63.4.6159-SJ0001_Full_Webpack.exe" package to be able to "Scan to Computer" using my HP Officejet Pro 9130e MFP. The printer is networked and I have reserved the IP Address.

When trying to open the "HP Scan Assistant" application, I receive a Script Error as follows:

Line: 174

Char: 13

Error: Unable to get property 'SCALEFACTOR_X' of undefined or null reference.

Code: 0

URL: file:///C:/Program%20Files/HP/HP%20Scan/Bin/HPSolutionsPortal.hta

The options are to Continue running the script or not. Neither option provides a solution.

This problem sounds like an application coding error (possibly lack of error catching - plus possibly an inability to find the printer??). How do I get this resolved? There is no email address for me to send a screenshot of the error.

Thanks, Mel.

[Raj_05]

Hi @Mel_Nash,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

The issue you're encountering with the HP Scan Assistant appears to be related to a script error in the HP software. This type of error could stem from a miscommunication between the software and the printer or from a corrupted installation. Here are some steps you can take to resolve the issue.

Reinstall HP Scan Assistant and Printer Software

• Uninstall the current version of the HP Scan Assistant and the printer drivers using the HP Uninstaller or through the Windows settings.
• Restart your computer.
• Re-download the software package from HP's website and reinstall it. Ensure you download the correct version for your specific printer model and OS version.
• During the installation, make sure to select Network Printer and complete the setup.

Run the Software in Compatibility Mode

• Right-click on the HP Scan Assistant application or the .hta file mentioned in the error.
• Select Properties, then navigate to the Compatibility tab.
• Check the box for Run this program in compatibility mode and select an earlier version of Windows (like Windows 8 or 7).
• Click Apply and then OK.

Check Internet Explorer Settings

Since the HP software uses Internet Explorer for certain internal functions, ensure that your Internet Explorer settings are correct:

• Open Internet Explorer (even if you don’t use it regularly).
• Go to Internet Options > Security tab.
• Click Reset all zones to default level.
• Navigate to the Advanced tab and click Reset.
• Restart your computer and try running HP Scan Assistant again.

Disable Script Debugging in Internet Explorer

• Open Internet Explorer.
• Go to Internet Options > Advanced tab.
• Check the options Disable script debugging (Internet Explorer) and Disable script debugging (Other).
• Click OK and restart your computer.

Check HP Print and Scan Doctor

Download and run the HP Print and Scan Doctor utility, which can diagnose and fix issues with HP scanning software. It may resolve the script error you're encountering.

• Download HP Print and Scan Doctor

[Raj_05]

Update Firmware

Ensure that your printer’s firmware is up to date. You can update the firmware through the HP Smart App or the HP Support website.

Check Firewall/Antivirus Settings

Sometimes security software might block necessary communications between the printer and your computer. Try temporarily disabling your firewall/antivirus to see if that resolves the issue. If it does, add an exception for the HP Scan Assistant.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support