HP Laptop won't recognize scanner

8686 Views 40 Replies 3 Participants Last post by TheDean, Jun 13, 2008

TheDean

Discussion Starter · Jun 6, 2008

First time poster (I have used the board in the past, though). I hope this is the right forum for this issue.

I have a HP 2100 series notebook, XP MCE SP2. I was given a fairly new HP Photosmart C4280 All-In-One. It prints fine, copies well, but the computer will not recognize the scanner. I get a message on the printer saying to connect the USB cable (it is), or from the computer saying there is no device.

I also can't scan using the windows Scan wizard (computer can not detect camera or scanner).

I have uninstalled and reinstalled the software three times

I have changed the usb cord and port to which it is connected

I have reset the usb ports three times, to no avail

I have done all this with no security programs, or other significant background programs running, and with no other USB devices running.

I have tried two chat sessions with HP support. Their conclusion is, there is a problem with my laptop's usb ports. All my other usb devices work properly (and the printer works fine via the usb port).

I tried to add a scanner (via the windows wizard), but that doesn't seem to be an option with the HP software CD.

I think I've exhausted my skill-set. Any advice would be appreciated. Thank you, in advance.

Status: Not open for further replies.

1 - 20 of 41 Posts

TriggerFinger

· #2 · Jun 6, 2008

hi,

have you tried these drivers? http://h10025.www1.hp.com/ewfrf/wc/softwareList?os=228&lc=en&cc=ph&dlc=en&product=3192753&lang=en

get the full feature (if you want, get the diagnostics too).

TheDean

Discussion Starter · #3 · Jun 6, 2008

TriggerFinger said:
hi,

have you tried these drivers? http://h10025.www1.hp.com/ewfrf/wc/softwareList?os=228&lc=en&cc=ph&dlc=en&product=3192753&lang=en

get the full feature (if you want, get the diagnostics too).

Thanks for the quick response, TF. Yes, I tried the full featured setup from that list. works for the printer, but not the scanner.

TriggerFinger

· #4 · Jun 6, 2008

do you get the error described here?

TheDean

Discussion Starter · #5 · Jun 6, 2008

TriggerFinger said:
do you get the error described here?

At one or two points, earlier in the evening, I received that message. i tried all of the solutions on that page.

Now, I am simply getting the "usb not connected" from the printer.

I should also mention that I uninstalled all of the usb ports in safe mode, at one point in time and uninstalled the composite usb port in regular mode on several occasions. According to the HP tech, i should have received the windows New Hardware Wizard after repluging in the printer (following the uninstall). I never get that wizard, though.

But, I appreciate the suggestions.

TheDean

Discussion Starter · #6 · Jun 6, 2008

One more thing. In the device manager, under imaging devices, the photosmat has a yellow exclamation point next to it. The HP techs more or less ignored that.

TriggerFinger

· #7 · Jun 6, 2008 (Edited)

ok... let's address that yellow mark first.

uninstall the drivers in Device Manager. then go to ADD/REMOVE and uninstall the programs related to this printer/scanner. those programs that got installed when you ran SETUP of the drivers (if ever there are such programs)

reboot. when Windows picks up the printer/scanner, point it to the folder where you extracted the FULL feature driver.

TheDean

Discussion Starter · #8 · Jun 6, 2008

TriggerFinger said:
ok... let's address that yellow mark first.

uninstall the drivers in Device Manager. then go to ADD/REMOVE and uninstall the programs related to this printer/scanner. those programs that got installed when you ran SETUP of the drivers (if ever there are such programs)

reboot. when Windows picks up the printer/scanner, point it to the folder where you extracted the FULL feature driver.

Thanks, that sounds like a good idea. I will have to re-download those files, as I deleted them (and cleaned the drive) after they didn't work (figuring I had the CD...that also didn't work...D'oh!).

I will do that later this afternoon, or early evening when I return from work.

Thanks for staying with me, here.

TriggerFinger

· #9 · Jun 6, 2008

use the FULL feature drivers in the link i gave you earlier. i believe they are updated/newer than what you have on the CD.

post back how it goes.

TheDean

Discussion Starter · #10 · Jun 7, 2008

OK, hours later, and we are right back where we started, including the yellow exclamation point in the device manager.

When a scan is attempted from the scanner, the computer message is:

An error occured communicating with the scanning device. Please ensure the scanning device is connected properly...

Also can't scan using the scan wizard...can't find scanner.

I've basically done the same thing about 5 times now, with slight differences, to no avail. I'm wondering, could it be a setting in my Windows Services or other tweak I may have disabeled when I had no need for a scanner?

One thing I notice is, when I plug the printer in (after uninstalling the drivers and after resetting the usb ports) the computer makes a series of noises that are usually associated with some on screen activities (but nothing comes on the screen). It makes the sound it makes when you plug something in to a usb port, but makes it several times. Then, it makes the sound of a system tray popup a few times (or a popup being stopped), but no system tray popups happen.

If you can think of any other ideas, I appreciate it.

Thanks, again

See less See more

TriggerFinger

· #11 · Jun 7, 2008

follow the documentation here:

http://h10025.www1.hp.com/ewfrf/wc/...c=ph&dlc=en&product=3192753&rule=2666&lang=en

i believe this is a known problem with this model and XP, reason why HP put a solution page for it. try the said solutions from the link, i believe one of them should work.

TheDean

Discussion Starter · #12 · Jun 7, 2008

TriggerFinger said:
follow the documentation here:

http://h10025.www1.hp.com/ewfrf/wc/...c=ph&dlc=en&product=3192753&rule=2666&lang=en

i believe this is a known problem with this model and XP, reason why HP put a solution page for it. try the said solutions from the link, i believe one of them should work.

Thanks. I found that page, and tried everything on it before calling HP
(and before coming here) and most of them several times since...no luck. Unfortunately, there is no Scan Diagnostic Utility for this model. That is the one thing that I have not tried, because it doesn't exist. :#)

TheDean

Discussion Starter · #13 · Jun 8, 2008

It occured to me, that before installing the all-in-one, I had several attempts to install XP SP3 fail. (It seems that the Service Pack is not currently compatible with the AMD Turion 64 bit processor.)

At the end of each failed attempt, I got a message that said that XP might not work properly. I have had no issues, AFAIK, until tonight. I noticed an issue with the Flash Player in IE7. The newest version was installed, but would not play. (I hadn't noticed before, as I rarely use IE.) After uninstalling Flash, cleaning the Reg with CCleaner, I was able to reinstall Flash successrfully.

Anyway, that little incident reminded me of the message following the failed SP3 installation. Might there be any connection between the failed SP# update and the failure of the computer to recognize the scanner?

Just a thought, as I am grasping at straws, now.

See less See more

TriggerFinger

· #14 · Jun 8, 2008

hey it is worth a try. if you have not removed it yet, follow the instructions here:

http://www.techsupportforum.com/f10/solved-sp3-uninstall-252227.html#post1504618

another thing to consider is also the printer. test it on another computer without SP3 if you have not done so yet. it could also be a printer issue and trying it on another computer would eliminate this.

TheDean

Discussion Starter · #15 · Jun 8, 2008

TriggerFinger said:
hey it is worth a try. if you have not removed it yet, follow the instructions here:

http://www.techsupportforum.com/f10/solved-sp3-uninstall-252227.html#post1504618

another thing to consider is also the printer. test it on another computer without SP3 if you have not done so yet. it could also be a printer issue and trying it on another computer would eliminate this.

The SP3 is uninstalled (when it fails, it uninstalls itself). However, you still get a message that some changes were made and that XP may not work properly. I will check to see if the XP3 uninstall is recommended for my situation.

I got the scanner/printer from a client, and I used it on his computer. The scanner worked there.

This is a real head-scratcher.

Let me know if you, or anyone else on this forum, comes up with anything else.

Thanks

TriggerFinger

· #16 · Jun 8, 2008

hi,

i would want to suggest a fresh install of operating system just to be sure we are using a 'clean' system but i have doubts if you are open to this as this would require formatting of the hard drive.

anyhow, i have asked the help of some team members hoping they know another way out.

TheDean

Discussion Starter · #17 · Jun 8, 2008

TriggerFinger said:
hi,

i would want to suggest a fresh install of operating system just to be sure we are using a 'clean' system but i have doubts if you are open to this as this would require formatting of the hard drive.

anyhow, i have asked the help of some team members hoping they know another way out.

This isn't an issue worthy of such a dramatic solution, IMO. I have lived without a scanner on this machine until now, I'll be fine. I will try connecting a different scanner, one of these days, just to see if it's a problem with multiple scanners...or just this one.

I appreciate all the effort, so far. If someone comes up with something, I'd love to hear it.

Thanks

dai

· #18 · Jun 9, 2008

in the device manager click on view at the top and in the dropdown
show hidden devices
then uninstall all listed usb items
turn the computer off
unplug usb plugs
reboot twice
replug in the usb plugs
the other thing would be to try it on a self powered hub

TheDean

Discussion Starter · #19 · Jun 9, 2008

dai said:
in the device manager click on view at the top and in the dropdown
show hidden devices
then uninstall all listed usb items
turn the computer off
unplug usb plugs
reboot twice
replug in the usb plugs
the other thing would be to try it on a self powered hub

Thank you for your suggestions. As I noted, I have uninstalled the USB ports three times, previously, but never in exactly the manner in which you describe. So, I tried it, your way...to no avail.

I even unplugged my USB mouse and used the touchpad (yeech!).

The number of times my computer makes that "hardware found" sound (like a champagne cork) seems unusual, to me. It must have "popped" 8-10 times.

I will try a self-powered hub. I need one, anyway, so it won't be a waste. I'll let you know how it works out.

Thanks, again

TheDean

Discussion Starter · #20 · Jun 10, 2008

dai said:
in the device manager click on view at the top and in the dropdown
show hidden devices
then uninstall all listed usb items
turn the computer off
unplug usb plugs
reboot twice
replug in the usb plugs
the other thing would be to try it on a self powered hub

Again, thanks for the reminder to pick up a USB hub. Got an AC-powered usb hub. No change.

Thanks for the effort, though.

This is frustrating!

1 - 20 of 41 Posts

Status: Not open for further replies.