Brian, amazing response. I'll probably end up paying you more than 250 for that type of effort. Please be patient.
HP Customer Service sent me instructions that involved
uninstalling everything and then REGEDITing to delete any
related problem records. When I finished, the same symptom
remained. To be sure, I executed the steps once more and
it failed again. Then your response occurred. I read the
section about Norton causing corruption so I shut down
everything including the SBC DSL Monitoring software.
When I was doing the REGEDITing again, I noticed that there
was a stray entry from when I had installed a credit card
reader from FLEET. I had uninstalled the software but the
Registry entry was left behind. I figured that this must
be it. Well, the deletion was correct. The Registry now
has 2 USB devices - my NOMAD3 MP3 Player and the 5300C.
When I reconnected everything and made the last boot,
I got a error during the boot process. "HP Scanning Software Setup fatal error. Setup is unable to continue.".
It gets worse. Now there is a conflict between the 5300C
and the SBC DSL Configuration. SBC's software detects and
repairs the problem but the Scanner is left non-functional.
Otherwise than this problem, my DELL Pentium 3 800LR with
512K memory is fine. I need a better video card. Answers
to your questions: I made EXPRESS the default client but
the HPPRSCAN.EXE still hangs on the OUTLOOK.EXE call.
The hang occurs whether it's invoked directly using
the File Explorer, a desktop shortcut or from the menu.
I had already found the HP suggestion to toggle off the
feature to let the machine shutdown power. HP has sent me
another solution and I want to deal with your stuff so
please help others until I am convinced I can go no farther. Thanks for the effort, Brian.
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by: briancassinPosted on 2003-05-14 at 10:46:26ID: 8526214
Some ideas and questions...
What type of computer do you have manufacturer & model please ?
What type of printer do you have (manufacturer & Model please ?
Are you directly connected to your USB ports or are you using a USB Hub ?
Are you trying to scan by going to start programs, hp precision scan, hp precision scan or how ?
When you installed this new driver and when you initially installed this software Did you or do you have full rights as administrator if not then it probably will not install properly. Secondly when you first installed this and you installed the updates did you have your other programs shut down such as anti virus software etc... or were they running at the time ? if you have norton for example and did not go to start programs norton anti virus, Options unchecked load auto protect at startup and enable auto protect.. If you did not do this chances are the installation is corrupted. Anti viruses can corrupt installations very badly.
Another thought what exatcly did you mean by this statement "The file it is looking for is the OUTLOOK executable and it is in the Directory shown. It finds the OUTLOOK EXPRESS executable which makes the same call with a (((((different target Directory)))))." ??? do you mean that you did not install Microsoft Office in its default directory and it is on a seperate drive or different folder ? Or do you mean that what the HP precision scan is saying that the folder that outlook should be in is different ?
It sounds as if it is getting hung up on the scan to option in Precision Scan...
the CConfig part of the message above is a programming call to check configuration...this is a very common call tag for devices that attach to systems if they need to check for other programs this is why I think that it is getting hung up in the HP precision scan, scan to option. It is checking for those programs and failing them.
try this in outlook just to see if it makes a difference
HP PrecisionScan uses Simple MAPI to communicate with Outlook Express. To successfully send your scan to Outlook Express versions prior to 5.0 as a destination in the Scan To drop-down, you need to set up Outlook Express to be the default Simple MAPI client. From within Outlook Express, select the Tools\Options menu. On the General tab, make sure the following checkboxes are checked:
* Make Outlook Express my default e-mail program
* Make Outlook Express my default Simple MAPI client
You may also want to try this
HP Scanjet - Universal Serial Bus (USB) Devices Quit Working Unexpectedly in Microsoft(R) Windows XP for the Scanjet Scanners
Symptom
The HP Scanjet scanner is connected, by a USB cable, to the computer system and then the scanner stops working unexpectedly, or the scanner may appear to work fine when Microsoft. Windows XP first starts up but later stops working.
Solution: Disable power management on the USB hub
By default, Window XP tries to disable USB port when the HP Scanjet scanner is not in use to save power. The scanner fails to wake up when called. To fix this problem use the steps below:
Click Start, right-click My Computer, then click Properties. The System Properties window will open.
Click the Hardware tab, then Device Manager. The Device Manager window will open.
Double-click the Universal Serial Bus controller branch to expand it.
Right-click USB Root Hub, then click Properties. The USB Root Hub Properties window will open.
Click the Power Management tab.
Remove the check from the Allow the computer to turn off this device to save power check box.
Click OK, and close USB Root Hub Properties window.
Close any other open windows.
You mentioned you have uninstalled and reinstalled I am assuming also the scanner software you may want to check this
http://www.hp.com/cposuppo
have you looked at this ?
HP Scanjet Scanner - Resolving USB Scanner Initialization and Related Communication Error Messages
In this document:
Step 6: Delete INF files in Windows 95, 98, Me, and 2000 only (HP Precisionscan scanning software)
Symptoms
The HP Scanjet scanner stops working or has never worked correctly when using the Universal Serial Bus (USB) interface. Any of the following errors may occur:
"Sorry, scanner could not be initialized."
"Sorry, scanner not found."
"Failure to communicate with scanner. Be sure that the scanner is on and properly connected [1215]."
"An error occurred communicating with the scanning device. Please ensure that the scanning device is connected properly and try again."
"An error occurred communicating with the scanning software."
"The scanner could not be initialized because it was not found. Please check if the scanner's power cord and cable are properly attached and plugged in. Refer to HP service and support information on the Web for more help with this error. The scanning software may be installed improperly, or there may be a device conflict."
"The scanner could not scan. If 22 is blinking in the scanner's LCD, the problem is with the TMA; see Troubleshooting the scanner electronic help. If 22 is not blinking, please call HP Customer Support when the TMA is not attached to the scanner."
When the HP Director opens, it only gives the choices of "View and Print" and "Help".
In the Window Device Manager, the HP Scanjet scanner may not display or it may display in any of the following ways:
As the Scanjet model number under the Imaging Devices category.
As an Unknown Device under the Universal Serial Bus Controllers category.
As an Other Device under the Other Devices category.
As the Scanjet model number with an "!", or "?" under the Imaging Devices category.
NOTE: Microsoft(R) Windows NT 4.0 does not support USB. Therefore, no information about Windows NT 4.0 is available in this documentation. Only the HP Scanjet 5200 4100c and 6200c series scanners support USB in Windows 95 with most current service releases (Version 1214 or above).
Before beginning
Print this document for easy reference. This document contains many steps. Some of these steps require restarting the computer system.
Have the HP Scanjet scanning software installation CD or a current downloaded version of the HP Scanning software available.
Solution
Follow the steps below in order. If an instruction in sequence does not pertain to the version of the Windows operating system in use, then skip ahead to the next step that applies.
Step 1: Verify physical connections and system resources
Step 1a: Check the electrical connections
Reset the scanner by disconnecting the power cord to scanner, waiting 60 seconds, and then reconnecting the power.
Connect the scanner using a different power outlet.
Try scanning again.
Step 1b: Check the USB connections
It is very common for the USB cable to be inserted upside down; therefore, it is very important that the cable be checked for correct orientation.
Verify that the USB cable is plugged in correctly to the scanner with the USB symbol face up.
Connect the scanner directly to the computer.
If connecting the scanner to a USB port on a docking station or port replicator for a laptop computer, connect the scanner directly to the USB port on the laptop computer.
If connecting the scanner to a powered or an un-powered USB hub, remove the hub and connect the scanner directly to a USB port on the computer.
Connect the scanner to a different USB port on the computer. If possible, connect the USB cable to a USB port on the opposite side of the computer. For example, move the USB cable from the USB ports on the front of the computer to the USB ports on the back of the computer.
Remove all USB devices from the computer except devices like USB mice and keyboards.
Try scanning again.
Step 1c: Verify the minimum system resources are met
Verify that the computer meets the minimum system requirements listed on the scanner box.
Temporarily disable all software or programs that automatically start when the Windows operating system is started. Click here for instructions on disabling startup items .
Check the Device Manager for an Error Code 19 status. Click here for instructions on checking error code status in the Device Manager .
Try scanning again.
If the scanning software still fails to work correctly, complete the rest of the steps in this document before attempting to scan again.
If the scanning software works correctly, re-enable the startup group items. Click here for instructions on enabling the startup items .
Step 1d: Check for common communication problems
Check the HP Director for other scanner references; try scanning with each different reference. See Figure 1 for an example of multiple scanner references in HP Director.
Figure 1: Multiple scanner references HP Director
Check the Device Manager for an Error Code 19 status. Click here for instructions on checking error code status in the Device Manager.
If the Scanjet is a 5200c, 6200c, or 6300c Series scanner, click here for instructions if the scanner quits working when it is plug and played by Windows and is not detected or is detected as an unknown device . If this does not correct the issue, continue with this document.
Step 2: Uninstall the HP Scanjet software
Step 2a: Uninstall the HP scanning software
Open the Control Panel.
In Windows 95, 98, Me, and 2000, click Start, Settings, and then Control Panel. The Control Panel will open.
In Microsoft. Windows XP, click Start, and then Control Panel. The Control Panel will open.
Double-click the Add\Remove Programs icon. The Add\Remove Programs window will open.
Click the software for the HP Scanjet scanner in the list of installed programs to highlight it.
Click the Remove or Add\Remove button and follow the instructions on the screen to remove the HP Scanjet scanning software.
When asked whether to remove or repair the software, select Remove.
When asked to restart the computer system, select No.
Step 2b: Uninstall the remaining HP Scanjet software
This section details the removal of the Digital Imaging, Instant Support, and Memories Disc Folders for HP Scanjet scanners that use the HP Director and HP Photo & Imaging software. If the scanner in use does not use this software, skip to Step 3: Make a backup copy of the Windows Registry .
Open Windows Explorer.
In Windows 95 and 98, click Start, Programs, and then Windows Explorer. Windows Explorer will open.
In Windows Me, 2000, and XP, click Start, Programs, Accessories, and then click Windows Explorer. Windows Explorer will open.
NOTE: In Windows Me and 2000 it may be necessary to click the set of double-down arrows to see the accessories folder or the Windows Explorer program.
Set Windows Explorer folder options to show all files.
In Windows 95, click View on the task bar, and then click Options. In the Folder options window, click the View tab and select Show all files. Click Apply, and then OK to close the Folder options window.
In Windows 98, Me, 2000, and XP, click Tools on the task bar, and then click Folder options. In the Folder options window, click the View tab and select Show all files. Click Apply, and then OK to close the Folder options window.
In left pane of Windows Explorer, click the plus (+) next to the Program Files folder. A list of all folder contained in the Program Files folder will display below the Program Files folder.
Click the plus (+) next to the Hewlett-Packard folder. A list of all folders contained in the Hewlett-Packard folder will display below the Hewlett-Packard folder.
If a Digital Imaging folder is present in the list displayed below the Hewlett-Packard folder, click the plus (+) next to it. Right-click all folders named after the scanner in use (for example, HP Scanjet 2300c or 3500c), then click Delete. Click Yes to confirm the folder deletion.
If an HP Instant Support DI folder is present in the list displayed below the Hewlett-Packard folder, right-click the HP Instant Support DI folder, then click Delete. Click Yes to confirm the folder deletion.
If a Memories Disc folder is present in the list displayed below the Hewlett-Packard folder, right-click the Memories Disc folder, then click Delete. Click Yes to confirm the folder deletion.
Step 3: Make a backup copy of the Windows Registry
Click Start, and then click Run. The Run window will open.
In the Open box, type REGEDIT and then click OK. The Registry Editor window will open.
Open the Export Registry File window
In Windows 95, 98, Me, 2000, click Registry, and then click Export Registry File. The Export Registry File window will open.
In Windows XP, click File, and then click Export. The Export Registry File window will open.
In the Save in drop-down box, select Desktop.
In the File name box, type Backup to name the file.
In the Save as type drop-down box, select Registration Files.
In the Export range area, select All.
Click Save. The Export Registry File window will close and a copy of the registry will be located on the desktop.
With the Registry editor still open, go to Step 4: Remove Scanjet Registry Keys .
Step 4: Remove Scanjet Registry Keys
CAUTION: Changing the registry incorrectly could cause your computer to stop working. Before completing this step, review the instructions for restoring your registry if anything goes wrong.
Click the plus sign (+) next to HKEY_LOCAL_MACHINE.
Click the plus sign (+) next to SOFTWARE.
Click the plus sign (+) next to Hewlett-Packard.
If a Digital Imaging key is present in the list displayed below Hewlett-Packard, click the plus (+) next to it. Right-click all keys named after the scanner in use (for example, HP Scanjet 2300c, 2300c or 2300), then click Delete. Click Yes to confirm the key deletion.
If a Memories Disc key is present in the list displayed below Hewlett-Packard, right-click the Memories Disc key, then click Delete. Click Yes to confirm the key deletion.
If a Scanjet key is present in the list displayed below Hewlett-Packard, click the plus (+) next to it. Right-click all keys named after the scanner in use (for example, HP Scanjet 2300c, 2300c or 2300), then click Delete. Click Yes to confirm the key deletion.
If a key called Precisionscan (all versions and variations) is present, right-click it, and then click Delete. Click Yes to confirm the key deletion.
Click the minus (-) next to Hewlett-Packard. The list below Hewlett-Packard will contract.
Click the minus (-) next to SOFTWARE. The list below SOFTWARE will contract.
Leave the Registry Editor open and continue on to Step 5: Remove Unknown Devices and VID_####&PID_#### Registry Keys .
Step 5: Remove Unknown Devices and VID_####&PID_#### Registry Keys
Step 5a: Set the permissions (Windows XP only)
Click the plus sign (+) next to HKEY_LOCAL_MACHINE.
Click the plus sign (+) next to SYSTEM.
Click the plus sign (+) next to CurrentControlSet.
Click the plus sign (+) next to Enum.
Right-click the USB key, and then click Permissions. The Permissions for USB window will open.
In the Group or Users Name section, click EVERYONE.
In the Everyone permissions section, place a checkmark in the Allow column checkbox for Everyone. Click the checkbox to place a checkmark in it.
Click Apply, and then click OK to close the permissions windows.
Skip to Number 2 in the "Locating the VID_###&PID### registry keys " section below.
Step 5b: Locate the VID_####&PID_#### registry keys (Windows 95, 98, Me, 2000, and XP)
Open the Enum registry key.
In Windows 2000 and XP, do the following:
Click the plus (+) next to HKEY_LOCAL_MACHINE.
Click the plus sign (+) next to SYSTEM.
Click the plus (+) next to CurrentControlSet.
Click the plus sign (+) next to Enum.
In Windows 95, 98, and Me do the following:
Click the plus sign (+) next to HKEY_LOCAL_MACHINE
Click the plus sign (+) next to Enum.
Click the plus sign (+) next to the USB.
If the key VID_0000&PID_0000 is present, right-click it, and then click Delete. Click Yes to confirm the key deletion. The VID_0000&PID_0000 key represents an Unknown USB device.
Find all keys that start VID_03F0 and have any of the PID keys listed in the table below (for example: the key VID_03F0&PID_0605 is an HP Scanjet 2200c).
Right-click the identified key, and then click Delete. Click Yes to confirm the key deletion.
Repeat Numbers 4 and 5 in this section until all keys that start with VID_03F0 and have a PID key listed in the table below have been deleted.
Close the Registry Editor. If using Windows 95, 98, Me, or 2000, and HP Precisionscan scanning software, continue with Step 6: Delete INF files in Windows 95, 98, Me, and 2000 only (HP Precisionscan scanning software) . If using Windows XP, or the HP Photo & Imaging software, skip to Step 7: Remove Twain Files (HP Photo & Imaging software) .
Scanjet series
PID Key
2200C
PID_0605
2300C
PID_0901
3300C
PID_0205
3400C
PID_0405
3500C
PID_2205
3530C
PID_2005
3570C
PID_2005
4100C
PID_0101
4200C
PID_0105
4300C
PID_0305
4400C
PID_0705
4470C
PID_0805
4570C
PID_1305
5200C
PID_0401
5300C
PID_0701
5370C
PID_0701
5400C
PID_1005
5500C
PID_1305
5470C
PID_1105
5490C
PID_1105
6200C
PID_0201
6300C
PID_0601
7400C
PID_0801
7450C
PID_0801
7490C
PID_0801
Step 6: Delete INF files in Windows 95, 98, Me, and 2000 only (HP Precisionscan scanning software)
This section details the removal of the Scanjet related INF files that are used by Precisionscan Software (All Versions). If the scanner in use does not use this software, skip to Step 7: Remove Twain Files
Open Windows Explorer.
In Windows 95 and 98, click Start, Programs, and then Windows Explorer. Windows Explorer will open.
In Windows Me and 2000, click Start, Programs, Accessories, and then click Windows Explorer. Windows Explorer will open.
NOTE: In Windows Me and 2000 it may be necessary to click the set of double-down arrows to see the accessories folder or the Windows Explorer program.
Set Windows Explorer folder options to show all files.
In Windows 95, click View on the task bar, and then click Options. In the Folder options window, click the View tab and select Show all files. Click Apply, and then OK to close the Folder options window.
In Windows 98, Me, and 2000, click Tools on the task bar, and then click Folder options. In the Folder options window, click the View tab and select Show all files. Click Apply, and then OK to close the Folder options window.
In the left pane of Windows Explorer, click the plus sign (+) next to the Windows folder.
Click the INF folder to highlight it. The files in the INF folder will display in the right-hand side of Windows Explorer.
If a file named HPScanMS.inf is present, right-click it, and then click Delete. Click Yes to confirm the file deletion.
Repeat the instructions above in Number 5 in this section and delete the files listed below:
Hpscan.inf
Scanjet.inf
If a folder named Other is present, double-click it to display the contents. If a file named Scanjet.inf is present, right-click it, and then click Delete. Click Yes to confirm the file deletion.
Step 7: Remove Twain Files (HP Photo & Imaging software)
CAUTION: The following steps may also disable the twain functions of other programs. Reinstall any affected program to restore functionality.
Open Windows Explorer.
In Windows 95 and 98, click Start, Programs, and then Windows Explorer. Windows Explorer will open.
In Windows Me, 2000, and XP, click Start, Programs, Accessories, and then click Windows Explorer. Windows Explorer will open.
NOTE: In Windows ME and 2000 it may be necessary to click the set of double-down arrows to see the accessories folder or the Windows Explorer program.
In the left pane of Windows Explorer, click the plus sign (+) next to the My Computer folder.
Click the plus sign (+) next to Windows.
Right-click the Twain_32 folder and then click Rename.
Type Twain_32old and then click Enter to rename the folder.
Close Windows Explorer.
Step 8: Unplug the scanner, restart the computer system, and then reinstall the HP scanning software
Unplug the scanner from the electrical power outlet.
Restart the computer system.
In Windows 95, 98, Me, and 2000, click Start, Shutdown, Restart, and then click OK.
In Windows XP, click Start, Turn Off Computer, and then click Restart.
When the computer system has fully restarted, start the installation process by placing the HP Scanning software installation CD in the CD-ROM drive or navigate to a downloaded version of the HP Scanning software and double-click it to start the installation process.
NOTE: If the installation screen does not open after inserting the HP Scanning software installation CD in the CD-ROM drive, click Start, and then Run. The Run window will open. In the open box, type D:\setup.exe and click OK (where D:\ is the CD-ROM drive).
Install the scanning software following the screen prompts. The install instructions will vary slightly between different scanner models.
After the scanning software has been installed, click Yes to any prompts asking to restart.
Step 9: Reconnect the HP Scanjet scanner, restart the computer system, and reload the drivers
When the computer system has fully restarted, connect the scanner to the computer using the USB cable.
Plug the HP Scanjet scanner into the electrical outlet.
A New Hardware Detected window will open and reload the scanner drivers. It may be necessary to place the HP Scanning software installation CD in the CD-ROM if it was removed.
Try scanning again. The HP Scanjet scanner should now function correctly.
Step 10: Reconnect all USB devices and turn the startup group on again
Reconnect all USB devices that were disconnected in Step 1: Verify physical connections and system resources.
Re-enable the startup group items. Click here for instructions on enabling the startup items .
Here is another possibility
HP Scanjet Scanners - Multiple USB Issues Including the Use of Hubs
Introduction
Reference the following document for information about issues/solutions with some specific makes and models of USB Hubs. Under most circumstances, it is not recommended to use a hub. When switching USB ports, shut down the PC before disconnecting the HP Scanjet scanner.
Digital Research Technology
ISSUE: The HP Scanjet scanner will not respond or scan multiple times when attached to the Digital Research Technology hub.
SOLUTION: Attach the HP Scanjet scanner directly to the USB port.
Belkin USB hub
ISSUE: HP Scanjet scanner is not responding when connected to Belkin USB hub. Two issues have been observed with Belkin hubs:
The power adapter does not supply enough power for the hub to be able to support four full bus-powered devices.
The hub always reports itself as a self-powered device, even when being used as a bus-powered device.
SOLUTION: If you always use the power adapter, you will avoid having the hub always report to itself as a self-powered device. If there are four devices plugged into the hub, there may be intermittent problems.
CATC USB Bus-Powered hub
ISSUE: HP Scanjet scanner not responding when connected to CATC USB Bus-Powered hub.
SOLUTION: These hubs sometimes fail with low-speed devices such as keyboards, mice and joysticks. The solution is to use only self-powered devices.
Unixtar USB hub
ISSUE: HP Scanjet scanner not responding on Unixtar USB hub.
SOLUTION: The hub always reports itself as a self-powered device, even when being used as a bus-powered device. For the hub to work correctly, always use the power adapter.
USB keyboard with hub
ISSUE: HP Scanjet scanner not responding on computer that also has USB keyboard with hub.
SOLUTION: The hub on the Samsung USB keyboard does not always identify itself correctly. When it identifies itself as a self-powered device, it confuses the operating system, causing odd behavior with the hub portion of the keyboard. There is no workaround. Use low-powered USB devices such as mouse and gaming devices, or self-powered devices with this keyboard.
Rev 04 CMD USB
ISSUE: After upgrading the machine and having a PCI add-in USB host controller from CMD, the following string may appear in Device Manager:
Rev 04 CMD USB controller not supported by Microsoft(R).
CAUSE: Microsoft does not support this device. Contact CMD about getting a filter driver that should enable the machine to work.
General USB issues
ISSUE: If connecting a USB device to a Windows 98 PC while the PC is in Standby mode, the PC does not resume from Standby to process the USB device connection and recognize the new USB device. The computer remains in Standby mode, and may not recognize the USB device one it resumes.
SOLUTION: If you disconnect, then reconnect the USB device after the computer has resumed the USB device will be correctly recognized. However, Windows will fail to add USB devices if they are attached, while the PC is in Standby mode.
SUMMARY: Microsoft has confirmed this to be a problem in Windows 98. Contact Microsoft for assistance.
ISSUE: HP Scanjet scanner is not detected in Windows 98.
SOLUTION: Verify that the USB port is functioning properly by running the file USBVIEW.EXE, contained in the tools\reskit\diagnose directory on the Windows 98 CD-ROM.
ISSUE: HP Scanjet scanner hangs in the middle of the scan.
SOLUTION: Contact the PC vendor for assistance or install a PCI USB interface card.
CAUSE: The USB manager is not recognizing the NEC chip set.
ISSUE: I need more information.
SOLUTION: For all HP Scanjet scanners using a USB connection, verify USB functionality and connectivity and check for any USB chipset controller issues. For detailed instructions on verifying functionality, refer to the document BPS03033 - Verifying Connectivity and USB Functionality. To check the computer for USB chipset controller issues, refer to the document BPS03767 - USB Chip Set Issues and Information. A list of known Windows USB issues may be found on Microsoft's Web page .