Scanner function keeps failing

[kronos79]

Have the OfficeJet 6970 All-In-One printer, connected to my desktop PC via Wifi

Installed the latest driver/software pack (OJ6970_Full_WebPack_40.12.1161.exe) from HP Downloads. Scanning, printing just fine once everything was setup.

Now after restarting my computer the scanner function does not run, keep getting cannot communicate errors. When checking Windows Services, I discover the WIA service is not running?! When attempting to start this service it fails with Error 1067: service terminated unexpectedly. All dependent services for WIA are running. There has been no major software installs of similar type done. The service either stops or is refusing to start on boot.

Windows events lists the following entry...

Log Name: Application
Source: Application Error
Date: 16/11/2018 22:29:11
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: CKSADM001
Description:
Faulting application name: svchost.exe_stisvc, version: 10.0.17134.1, time stamp: 0xa38b9ab2
Faulting module name: HPScanTEDrv_OJ6970_x64.dll_unloaded, version: 39.2.1960.60061, time stamp: 0x5671e5ba
Exception code: 0xc0000005
Fault offset: 0x0000000000039117
Faulting process id: 0x12e0
Faulting application start time: 0x01d47dfbb8c7a289
Faulting application path: C:\WINDOWS\system32\svchost.exe
Faulting module path: HPScanTEDrv_OJ6970_x64.dll
Report Id: 23324474-5091-4ac8-be1b-424609c90fc3
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2018-11-16T22:29:11.676188800Z" />
<EventRecordID>33514</EventRecordID>
<Channel>Application</Channel>
<Computer>CKSADM001</Computer>
<Security />
</System>
<EventData>
<Data>svchost.exe_stisvc</Data>
<Data>10.0.17134.1</Data>
<Data>a38b9ab2</Data>
<Data>HPScanTEDrv_OJ6970_x64.dll_unloaded</Data>
<Data>39.2.1960.60061</Data>
<Data>5671e5ba</Data>
<Data>c0000005</Data>
<Data>0000000000039117</Data>
<Data>12e0</Data>
<Data>01d47dfbb8c7a289</Data>
<Data>C:\WINDOWS\system32\svchost.exe</Data>
<Data>HPScanTEDrv_OJ6970_x64.dll</Data>
<Data>23324474-5091-4ac8-be1b-424609c90fc3</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>

If I uninstall the software and drivers I have no issue starting the WIA service! However, this is the third time the service has 'stopped' and I do not think it is fair to have to keep uninstalling and reinstalling every time I want to scan something. It also means setting up the printer again, re-enrolling in InstantInk and redoing my scanning shortcuts.

The problem seems to be with the HPScanTEDrv_OJ6970_x64.dll. I have tried registry hacks, the Scan Doctor software from HP (which locks the WIA into Starting and you cannot stop it). I will not be re-installing my OS for something as small as this!

Can anyone offer any advice that does not include uninstalling software again! It's a shame as I never usually have issues with HP products but this has definitely made me think twice before buying any else of theirs.

My thanks in advance

Chris

[Jeet_singh]

@kronos79,

Welcome to the HP Forums 🙂 I would like to take a moment and thank you for using this forum, it is a great place to find answers. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for First Time Here? Learn How to Post and More. I see from your post that you are having issues while scanning from your HP OfficeJet printer. No worries, I'll be glad to help you.

Splendid effort and fabulous description of the issue before posting. Kudos to you on that score.  You are a valued HP customer and it is paramount to assist you here. I take it as a privilege to share this platform with you. 

This definitely does not looks to be a hardware issue, this is most likely a settings or software related issue. Let's try these steps here which should take care of this issue:

Windows Image Acquisition (WIA) is a service in the Windows operating system that supports communication between the computer and scanners. If WIA is not activated, scan jobs can fail.

For more details, please follow all the steps suggested in the support document for -HP Printers - Network Scanner Connection Error (Windows)

1. Search Windows for view local services, and then click the View local services Control panel setting in the list of results.

   The Services window opens.

2. Find Windows Image Acquisition (WIA) in the Name column and look at the Status and Startup type values.

   • If the status is 'Started' and the Startup type is 'Automatic', WIA is running correctly. Skip to the next step.

3. If the status is 'Disabled', right-click Windows Image Acquisition (WIA), click Properties, click the General tab, click Start under the Service status, and then select Automatic from the Startup type dropdown menu.

   NOTE: 

   If you cannot start WIA, make sure the following services are also Started and set as the Automatic startup type.

   • Remote Procedure Call (RPC)

   • Shell Hardware Detection

   • RPC Endpoint Mapper

   • DCOM Server Process Launcher

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.