Files are corrupt or damage from scanner

[Rob82]

Bought a new desktop w 8.1 window and the scanning feature on the printer is able to send the file to my folder of destination but when i try to open its say: either not a supported file type or damaged.  I sent the same file to my laptop w  windows 7 and it worked fine. I can scan using the program on the desktop but ive never had to use that before in till this new desktop. 

[X-23]

Hello @Rob82,

Welcome to the HP Support Forums!

I understand that you're experiencing issues when scanning from your HP Officejet Pro 8500 Premier All-in-One Printer to your Windows 8.1 computer. I would like to assist you today with resolving this scan file type issue. Because you're able to scan fine to your Windows 7 computer, we know that your printers hardware is functioning properly. I'm assuming that you're scanning PDF files and that the PDF viewer on your Windows 8.1 computer is just not accepting the scans. If your Windows 8.1 computer does not have a functioning program that can 'read' and open the PDF file types than you will get a file type error on the computer. To correct this issue I am just going to have you install Adobe Reader. Once Adobe Reader is successfully installed please test your scan again to verify if the file type error reoccurs.

Please click here to download Adobe Reader. Once the website opens uncheck the 'Optional Offer' box and hit the Install Now button on the bottom right. Please follow the onscreen prompts to install Adobe Reader. Once the software has been successfully installed please test scanning again to your Windows 8.1 computer.

Please respond to this post with the result of your troubleshooting. Should the scan file type error persist can you please elaborate on if this issue occurs with both Jpeg and PDF file types. I look forward to hearing from you! 🙂

[Rob82]

i have downloaded  adobe reader DC, but i forgot mention that i can open files that are on my computer that are pdf's it just wont open the one's i scan from the printer's "network folder'  to computer... 

[X-23]

Hey @Rob82,

Thanks for getting back to me regarding this issue. Because you are able to scan using the HP Solution Center scan software on your computer there may be a conflict within the internal Firmware of your printer, or an issue with the 'Log On' information on your Windows computer If the computer is not 'allowing' the scans folder full access on your system than you will not be able to view the Network Folder scans. I did some research into this issue and found the following thread: Re: Scanning to Network Folder - PDF won't open. Please help!. The steps provided by my colleague @Dunidar may resolve your issue. He provides some standard uninstalling and reinstalling steps. Also, on the second page of the thread he provides a link to a Windows Update that may resolve this file access issue. Can I please have you follow the steps under the thread I linked you to above.

Please let me know if the steps provided resolve your issue. Best of luck! 🙂

[Rob82]

it says to use uninstall L3 but the download only gives me up to L2

[X-23 · Accepted solution]

Hey @Rob82,

That's very strange. Perhaps you don't have the HP Full Feature Software and Driver package fully installed on your computer. Can I please have you follow the steps below to fully uninstall the software and driver package for your HP Officejet.

Step 1: Clear Temp Files:

1. Open your Start screen by selecting the Windows icon on the bottom left of your computer screen or by selecting the Windows key on the bottom left of your keyboard, to the right of the Ctrl button
2. Under the Start screen type Run. Click Run to launch the Run dialogue box.
3. In the Run box type %temp% and click OK
4. When the Temp folder opens, select Ctrl + A at the same time on your keyboard. Everything in this folder will now highlight.
5. Select the 'delete' button on your keyboard. The Temp folder contains temporary internet files. No actual files or folders on your computer will be affected by deleting the Temp files. Should a Temp file still be used than you will automatically get the pop up to 'skip' that item.
6. Close the Temp folder once it is emptied
7. Right click the Recycling Bin on your desktop and select Empty Recycling Bin

Step 2: Run Uninstall_L3:

1. Please click here to download the Full Feature Software and Driver package for your printer as it is required to perform the fix.

2. Once the download is complete, allow the download to Run. An extraction should occur. If the installer window pops open after the extraction is complete please close it. You do not want to run through the installation.

3. Open your Start screen and type Run. Click Run to launch the Run dialogue box again.

4. In the Run box type %temp% and click OK

5. When the Temp folder opens please locate the new 7z... folder. Click on this folder to open it.

6. Click on the Util folder

7. Click on the CCC folder to open it.

8. Scroll down to the bottom of the next screen and double left click on Uninstall_L3. The uninstaller will now launch. Please follow the onscreen instructions to complete the uninstall. 

Once the uninstall has completed successfully please restart your computer. At the point where you are to reinstall your printer, please use this HP Full Feature Software and Driver package.

Please let me know if the steps I've provided resolve the Uninstall L3 issue. Good luck! 🙂

[Rob82]

uninstall worked so lets see once i reinstall if it will work, keep you posted ThankYOU!

[Rob82]

Okay NO!! it says the same thing file damage etc 

I  can open a PDF already saved on my computer, i can scan a documnet from my printer by using the scan application but

i can scan a doc from the printer to the computer using the digital filling network folder to folder of choice but thats when it says it can not open and its damage. It is soo frustrating because it works with Windows 7 laptop but not this Desktop Windows8.1 

Looks like we can not fix it 

[X-23]

Hey @Rob82,

Thanks again for getting back to me regarding this issue. After researching this issue some more, and speaking with some of my colleagues about this issue we have come to the conclusion that it must be a capability issue within the Firmware of your printer.

At this time I can only offer the workaround of using the HP Solution Center Scan software to perform scans to your Windows 8.1 computer.

Please let me know if this workaround is sufficient. It has been a pleasure working with you! 🙂

[Rob82]

Hi,

I accidentaly deleted a file from the device manger and now i cant scan to the computer from the printer using the Scan app on HP8. it worked before and since then it stopped I can print from my computer to the printer but not scan