scanner not working, hp solution center missing and not reinstalling

[Sal53]

I have a scanning issue, the Hp c5180 work as printer only. I reinstalling many times the complete software but the solution center not installing; scan doctor fails at test Hp Solution Center and following steps. Scan with WIA is OK, not Twain HP. I removed the "all in One 8.0" software burt when I reinstalling the software driver, the install menu shows that all programs are already installed except the first item "drivers request"

Someone can help me?

Thanks

Sal

[Sunshyn2005]

Hi @ Sal52, and welcome to the HP Forums! 

I understand you are able to print but you can not scan and the HP Solution Center is not installing now despite your efforts. Although you have already tried uninstalling, I suggest performing a more comprehensive uninstall approach. Please try another uninstall method. Many people have had success using Revo Uninstaller, you can download a free version, use it to completely remove the current HP software, thus allowing a clean slate for the install: Revo Uninstaller Professional. 

Once this uninstall is complete, please restart both the computer and the printer, and then try installing again. 

Please be sure to click the Accept as Solution button if this resolves the issue to flag your post as solved. If however the issue persists, please let me know and I will do all I can to help. 

Thanks. 

[Sal53]

Hi, I try many times unistalling and reinstalling with both methods: Revo unistaller and Hp tool L3/L4 unistall in temp 7z folder. Finally after 5 times I installed  successfully Hp Digital Imaging and HP Center Solutions have the link on the menu. Now I have un other problem because scanner work and i see the image on the screen, but it not transfer the pdf to folder named "personal scannning". Before  error msg  appears : "& Internal error occuring during processing of the document" and scanning abort. I followed trobleshooting indications on this link:

 http://support.hp.com/it-it/product/HP-Photosmart-C5100-All-in-One-Printer-series/1153538/model/1153...

but I not solved the issue.

Thanks for the help!

Sal

[Sunshyn2005]

Glad to see managed to get the software uninstalled, reinstalled, and working. I understand that now you can not save a PDF scan to the desired "personal scanning" folder you are trying to save to. Are you able to save the PDF file to any alternate location? 

At what point do you see the error "& Internal error occurring during processing of the document"?   Is this during the scan task, or after the scan completes and you try to save it? Does this occur if you choose a different file type other than PDF? 

The answers to these questions will help to identify the root cause of the issue. 

Thanks, I look forward to hearing back from you. 

[Sal53]

Hi,

I don't able to save the file to any alternate location, because this option  is included by default on the scan settings as "save to file", where I set as PDF.

The error msg  is showed after the scan completes and during the processing of storage on the personal scan folder. Due this error the scanning image cannot be trasferred to the folder and lose.

As request, I verified that if I change the output setting format to jpg or tiff, the error not occur and the image is stored on the folder.

I need direct pdf as previously done well. All the PDf files are opened correctly by Acrobat reader 10 and I not changed this version. (If is useful I cannot to update the Adobe flash player on Mozilla because the file downloaded not run after the exe command. This flash player version is #17 but the other browser chrome is updated to 21 version).

The printer/scanner C5180 work fine and is connected  and installed on ethernet cable to router.

Can you help me? This error is known?

Thanks

Sal

[Sal53]

In addition, I want to notice that the HP OCR software not installing on complete software because the install menu  shows HP OCR, Photosmart essential and Hp Update as already installed and cheched on the control box.

All those programs not are listed on the windows panel control of applications. I previously unistalled  late OCR software during many attempts installing software.

Does  HP OCR  missing cause the PDF issue? Can I download only Hp OCR not included on the All in One software download?

Thanks

Sal

[Sunshyn2005]

OCR software does not come with Photosmart printers. The C5180 is slightly aged now, it is possible it came with OCR software and I am unaware. You can run the software install and choose selected software to see if OCR is an option for install. I don't think not having the OCR software is causing the issue with saving your PDFs. Since you verified that you can save Jpeg and Tiff files, it sounds like the issue certainly has to do with the PDF format. 

Please complete the following update, although the details describes it  as fix for an issue other than what you are experiencing, it may resolve the issue:

When scanning after installing or upgrading to HP Solution Center 13, scanning appears to complete correctly, however scanned images or documents cannot be found on the computer.

File name: CPE_SCAN_DESTINATION_UPDATE_hpcom_001_003.exe

Please let me know if this resolve the issue or not. Thanks. 

[Sal53]

Hi,

unfortunately I tried to run the fix, but I receive this msg: This update isn't necessary because don't support any Hp perifericals drivers installed on the PC.

I think, instead, not having the OCR software is causing the issue, since the only program missing on the reinstalling HP software on the PC is just HP OCR software, unlike  previous original installation.

Yes the software complete include the selected option OCR for install, but unfortunately is marked as already installed and not run with update (also two others Hp update and Hp Photosmart appear marked as installed).These softwares not are listed on panel control programs however nor on registry keys or program files folders! 

These software are removed  the same way as other like Hp Solution Center, HP imaging Monitor and Hp All in one drivers. I tried also to uninstall them by the same HP install software menu using unistall utility , but the only programs listed as intalled are: Hp Solution Center , HP imaging Monitor and Hp All in one. This is very strange situation because the same install tool see installed OCR and 2 others sw during installation, but unlike don't see them as potentials uninstalling programs!

Thanks for help!

Sal

[Sunshyn2005]

Thanks for getting back to me. 

Running the Print and Scan Doctor might help. The HP Print and Scan Doctor is a free utility (tool) that helps to quickly resolve common printing, scanning, and connectivity issues including but not limited to:

• Connectivity:

USB: Verifies that the USB connection from your computer to the HP product is working correctly.

Network: Verifies that the network connection between your computer and your network is working correctly.

• Device Status Test: Checks for device errors such as out of paper, paper jams, carriage stalls, and paper feed issues, and then provides instructions for fixing the error.
• Driver Check: Checks for missing or corrupt driver files.

·         Device Manager: Checks for problems in Device Manager that would prevent printing.

• Device Online: Checks if the product has been paused or set to offline, and then sets the status back to online if necessary.
• Print Queue: Checks for and clears pending print jobs in the print queue (a log of print jobs waiting to print).
• Port Match: Checks the port settings for the HP product.
• Device Conflicts: Checks for conflicts with other drivers, such as other printer brands.
• Ink Issues: Checks the cartridges and ink levels for issues that affect print quality.
• Print Settings: Checks and adjusts the print quality settings.
• Test Print: Prints a test page for print quality evaluation, and provides options for cleaning and aligning the printhead if necessary.
• Scan Tests: Checks the scan mechanism, drivers, and registry entries.

 Source: www.hp.com/go/tools  <Click here to download and run the Print and Scan Doctor.

If that does not resolve the issue, post back and let me know if there are any symbols other than green check marks and what they are next to of course. The wrench is not always easy to spot as the wrench and the check mark are both in a green circle.

• If you see only green check marks, the tool did not find any problems.
• If you see green wrenches, the utility identified an issue and corrected it automatically.
• If you see yellow exclamation points, the test failed and required user action, but the step was skipped.
• If you see a red X, follow the on-screen instructions to resolve the issue.

Thanks, I look forward to hearing back from you.

[Sal53]

HI,

The scanner and printer work fine.

After the test I see only green check marks: the tool did not find any problems.

The only problem is the pdf format on the option save to file after scanning complete (ipg and tiff saved correctly on the folder personal scan.

Thanks

Sal