Scan Function Lost After Windows 10 Upgrade

[ragnar83]

First thing I did, to no avail in my case.

[JohnGPB]

There is only one problem with this workaround, you won't be able to save the document to PDF.
Other then that it's a fine workaround.
But then again, you can just use the Windows scanning software by typing "wiaacmgr" at the run window.

[Birrong]

Hello JohnGPB,

I have a Photosmart C309a and had a similar problem ( Solution Centre would not run after the recent Win10 upgrade because it said ithe install was incomplete). I Followed the HP Support instructions and uninstalled everything, downloaded the latest software PS_AIO_05_C309a_Net_Full_Win_WW_140_408-5.exe and tried to re-install.

Everything seems to go fine until I press "next" to initiate the actual install, the progress bar comes up for an instant and then the progran ends, nothing is installed and no messages/status are given, it just ends.

I have tried it many times following various suggestions on the Forum, including following your steps from this thread (twice). I always get the same result. Now I have very limited use with just the Win10 driver,

I would really appreciate any suggestions/advice.

One interesting thing with the install program, in the step where I select what soltware I want installed the "OK" button does not work, I mean pressing it has no effect, I have to cancel or close the window to get back to the main install window. This may be a pointer to the issue??

Birrong.

[danbosvac]

Hi John

Just looking where "Uninstall_L4" is located and it is in "Users\Danny B\Appdata\Local\Temp\7zS7DB8/util/ccc"

1) Do I copy and extract   http://ftp.hp.com/pub/softlib/software13/COL31304/mp-110035-3/OJ_AIO_6500_E709_Full_Win_WW_140_408-5...) to the location indicated above?

2) I have tried multiple downloads of another software suite from HP (J_AIO_4500_G510g-m_Full_Win_WW_140_408-5) and have multiple "Uninstall_L4" files in 2 other "Local\Temp\...." locations. Do I delete those before starting your 13 step process?

I have a HP Pavillion Computer and an HP Officejet 4500 printer. I realize that with an HP computer not all 13 steps are required.

Just want to make sure I extract the file you indicated to the right location.

Thanks for your help.

Dan

[danbosvac]

Hi John

I have an HP computer and a HP OfficeJet 4500 printer.

I followed steps 1,2,3,4 for HP computers only, 8, 9, 10, 12, 13.

For step 2, I downloaded and extracted the full solution for the OfficeJet 4500: J_AIO_4500_G510g-m_Full_Win_WW_140_408-5

After restarting the computer and running the installation, everything went well until the "Connect Your Device Now" step. Under this step, it said: 1) Make Sure Your Device is On and 2) Connect the USB Cable.

When I plugged in the USB cable,nothing happened. To proceed further in the installation process, when the USB is plugged in, the "Next" button is suppose to activate but it never did. I tried the "Back" button to repeat trying different USB ports but nothing worked.

Then it asked me if I wanted to connect to the device later, I chose "Yes" and an "Add Device-Office Jet" icon was added to the desktop.

The key problem is that there is no "communication" between the installation program and the printer.

Any suggestions would be appreciated. Thanks

[JohnGPB]

Hi Birrong,

Forgive me for answering after so long, had my share of things to do -_-"

The thing that you are describing sounds like a malicious software which is causing the software to crush right away, i would have probably try to take a look through your installed programs and try to idetify anything such as that...

What i would recommand for now is to try and preform the installation again after preforming a selective startup.

Press the "Win-Key + R" to open the "Run" Window and type in "msconfig".

Choose the services tab and Check the "Hide all microsoft services" and the press "Disable all".

Restart your computer and start the installation again... Hopefully one of the services we have disabled was the issue and you will be able to install it.

After the installtion will complete Successfully (Hopefully) you can enable all the services again.

Best of luck.

[JohnGPB]

HI Dan,

About your first question, Yes, delete anything from the Temp folder and extract the software to the same place.

About your second question.

It seems as if the printer Is already identified and you should try to preform these step's.

While the installation window promting you to connect the USB cable.

Connect the USB cable.

Open the Device manager by Right clicking on the Computer and choosing "manage".

In here choose the "Device manager" on the left side and then choose the "Universal Serial Bus Controller's"

Under it you should be able to spot a Couple "USB Composite Device"

Open each and every one of them and write down their Port and Hub number's.

Afterwards dissconnect the USB cable and see which one's of them didn't dissappear and match it up with your note.

Afterward's connect the USB cable again and search for the one that dissappear before.

Right click on it and Choose Uninstall.

Dissconnect the USB cable, Restart the installation and try again, it should respond to the cable.

Best of luck.

[Birrong]

Thanks For the reply and advice JohnGPB.

I don't think it is malware (although anything is possible). I run both Malwarebytes and Bitdefender and generally keep pretty clean systems. I had tried stopping the BD AV and disabling the Malwarebytes services when running the install, but that made no difference.

Anyway a week or so after I posted the question I had a problem with the printhead not printing black. I tried all the suggestions in the forum and other sites. Nothing worked. A new printhead was more than a new Envy5540 so I bought one. Works well under windows 10, so problem solved.

Thanks very much for your time.

[danbosvac]

Hi John

I uninstalled the USB Composite driver that disappeared. Unfortunately, none of my USB ports is now working. 

Yet, when I go back to device manager, both USB Composite drivers are showing again and both are "working correctly" but yet there is no functionality. I can't print any files from the computer to the printer.

Any suggestions to return the fucntionality of the USB ports would be appreciated. Thanks.Dan

FYI: The port that was "Uninstalled" was Port_#0002.Hub_0003". The port that remained was "Port_#0005.Hub_0004" but both ports are there now and "working properly". Thanks. Dan

[danbosvac]

Hi John

Just an update from the previous post.

The USB ports are functional. I just put a thumb drive in one port and it automatically started up.

I can now send files from the computer to the printer but I have a "new" printer which is just a renaming of the same printer. In order for me to print, I have to choose the printer "HP OfficeJet 4500 G510a-f (Copy 1)". The printer that does not work now is "HP OfficeJet 4500 G510a-f"

Somehow by uninstalling the USB Composite Device at "Port_0002.Hub_0003", "HP OfficeJet 4500 G510a-f (Copy 1)" was created.

As I said in the previous post, I uninstalled this USB device as it "disappeared" when I unplugged the USB cable. Yet, it is there again and "working properly".

Do you think I have to "uninstall" or "disable" this device before I do the full install? Maybe that will work?

Any advice would be appreciated. Thanks.

Dan