Scanner not working - WIA will not start

[RBrowers]

Have uninstalled HP Printer s/w and installed full version printer s/w.  Printing is good but scanner doesnot work.  Ran HP Print and Scan Doctor and Windows SFC on computer.  WIA is stopped and will not start - get a general error.  Dependant services all running.  Tracked error to failure of HPScanTEDrv_OJ6950_x64.dll.  Details are:

Fault Module Name:        HPScanTEDrv_OJ6950_x64.dll_unloaded

Fault Module Version:      40.1.1005.60817

Not sure what to do from here - any suggestions would be great!

[Betty0610]

@RBrowers

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. 

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[RBrowers]

Betty - Thanks for the info but I have a couple of other questions concerning the dll file that is causing the issue with WIA service. 

WIA was not running and could not be started – error log shows that the issue was that the HPScanTEDrv_OJ6950_x64.dll file was unloaded.  Running Windows 10 with the latest updates.  Did a file search on the Master Disk C: for this file with the results shown below in Before Uninstall screen shot. 

Did an uninstall as you specified and went to services for the WIA, it now starts as expected.  Did a file search for this file; results are shown in After Install screen shot.  Did not do a reinstall yet.

File #1 & #5 in the before Uninstall photo (screenshot) are not present in the after uninstall photo (screenshot). My questionss are:

1. Assuming that the 3 AppData\Local\Temp files reflect the installation attempts and are background files.  Should these files and/or app data folders be deleted before the next re-install? 

2. What should I do with the System32 file copy – delete before reinstall?Before UninstallAfter Uninstall

Thanks for the assistance

[Betty0610]

@RBrowers

I recommend you do not delete any files. 

Are you able to scan now?

Thanks!

[RBrowers]

Thank you for your response and apologize for the delay as I have been busy with other things.  Did the uninstall and reinstall as you suggested - scanner still not working and WIA is not running - shows as starting but does not ever complete the start.  Did a scan for the file I mentioned above as preventing WIA from loading and the files are located as indicated.

Did another uninstall and the offending dll located as indicated below:

 

Agree that deleting files is risky but I am planning on renaming the files/folders to something old and do a restart and install to see if that fixes it.  Should that not fix it, I can change the files/folder names back to original.  Did notice that there are a lot of HP files still on my computer to include older printer files that I used to have - apparently the uninstall doesnot clean up these files.

Again thanks and I would appreciate your thoughts on how I plan to proceed?

[Betty0610 · Accepted solution]

@RBrowers

Let's uninstall once again and use the Windows built-in driver:

https://support.hp.com/in-en/document/c01796879

Let me know how this goes. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!