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Is your HP DeskJet 3830 series scanner not working? Here is the solution Click here to view the instructions!
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‎07-21-2023 08:50 PM

HP Recommended
Product: HP ScanJet Enterprise Flow N9120 fn2 Document Scanner
Operating System: Microsoft Windows 11

I have set up a HP ScanJet Enterprise Flow N9120 fn2 connected to a Windows 11 PC through the USB cable.

 

When opening 'HP Scan' I get the following error message:

 

"Incompatible Scan Drivers. Please install the latest Driver for this device from hp.support.com"

 

The driver package I installed is here: https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-scanjet-enterprise-flow-n9120-fn2-docu...

 

This is the full feature driver package. It is the latest version and has Windows 11 listed in the OS list.

 

The HP Print and Scan Doctor does not work for this. It doesn't list my scanner in the list of devices installed on the system, so I am unable to troubleshoot further using this program.

1 ACCEPTED SOLUTION

Accepted Solutions

‎08-22-2023 06:51 PM

HP Recommended

After reading through ProcMon logs, I saw that the scanning software was making registry calls to a registry key that seemed to be mismatched.

 

The software was using 0000 to navigate to a certain subkey, but 0000 was already set up for a VMWare Virtual Webcam device that had been installed before the scanner. The scanner itself was in the 0001 subkey.

 

After uninstalling the VMWare device and reinstalling the scanner through USB, the scanning software worked.

 

It's some sort of collision on that one registry key.

 

I'm not sure why the scanning software was looking at the wrong key.

View solution in original post

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2 REPLIES 2

‎07-23-2023 12:59 PM

HP Recommended

As this device was designed primarily to be used as a network scanner, I would suggest you connect it to a network and scan that way. If you want to use USB you will likely need to download the Windows 10 Twain driver as there are no drivers showing for Windows 11. Or you could try the HP Enterprise Universal Scan software.

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



Was this reply helpful? Yes No

‎08-22-2023 06:51 PM

HP Recommended

After reading through ProcMon logs, I saw that the scanning software was making registry calls to a registry key that seemed to be mismatched.

 

The software was using 0000 to navigate to a certain subkey, but 0000 was already set up for a VMWare Virtual Webcam device that had been installed before the scanner. The scanner itself was in the 0001 subkey.

 

After uninstalling the VMWare device and reinstalling the scanner through USB, the scanning software worked.

 

It's some sort of collision on that one registry key.

 

I'm not sure why the scanning software was looking at the wrong key.

Was this reply helpful? Yes No
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