Question

Error Communicating with Scanner on HP AIO Officejet J5780

Asked by: stargazerm31

Hello gang, I need you input/help again.

I have an executive who has a new Dell Inspiron 5300 Desktop running Vista SP1 Home with 3 GB of RAM.

He uses and needs be able to print and scan with his HP OfficeJet J5780 All-in-One unit.  Printing and scanning work fine.

When he goes into the HP Solutions Center Tool and clicks on the Scan Document button, he gets the following error.  "An error occurred communicating with the scanning device".

When I push the scan button and ScanTo button on the AIO it says "There are no scan options".

First, we have other execs with this same system and config, it works on their systsm.

No, I cannot switch those systems.  It has to be on this system.

No, I really don't want to re-install Vista if I can at all help it.

Yes, I have totally removed all the HP software and re-installed with the CD.  There are no errors in the install or the event log.

In the Admin Event log there are no errors but there are information items that talk about hpqcxs08 and hpqddsvc not loading right.  Not sure if this is an issue.

I have went to the HP site and downloaded and installed all patches.  Both the HP software and Vista SP 1 are up to date.

When I go into the control pannel in the Scanners and Cameras section I see the scanner and when I go to properties and Test the Scanner, Vista says it is there and fine.  It replies that it is an Officejet J5700, Device Ready, On Port: \\.\UsbScan0.

I have read through many postings on the boards and I really haven't found anything that helps me along.

Any input or help would be greatly appreciated.

Thanks

John

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Asked On
2009-08-22 at 16:00:42ID24674058
Tags

HP Officejet J5780 Vista

Topics

Computer Scanners by HP

,

Windows Vista

,

Document Management

Participating Experts
3
Points
500
Comments
7

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Answers

 

by: burrcmPosted on 2009-08-22 at 16:57:15ID: 25160762

Remove all HP drivers/software. Upgrade the system to SP2. Try again. I have noted strange connectivity issues at times with Vista. Generally resolved by SP2.

http://support.microsoft.com/kb/935791

Chris B

 

by: WolfherePosted on 2009-08-22 at 17:07:02ID: 25160807

I do not think by removing the printer software by Add/Remove programs is complete.
The hpqcxs08.dll provides for the PML servie to transfer a scan from the printer to the computer
The hpqddsvc.dll is for the Networked Device Support Service

To uninstall the HP device (make sure you disable your anti-virus and firewall and that you plug-in your USB-cable after the SW installation is complete):
1] Start HP software installation (CD or web file) and simply select uninstall.
[2] Uninstall Adobe Flash Player using:
http://kb.adobe.com/selfservice/viewContent.do?externalId=tn_14157
[3] Go to C:\WINDOWS\system32\Macromed\Flash\ and run a file including "unist" in the name (I don't remember the exact name file but is an .exe or .bat file).
[4] Open the registry and go to:
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\
and delete (if listed):
- hpqcxs08
- hpqddsvc
- HPSLPSVC
- Net Driver HPZ12
- PML Driver HPZ12

Then search and delete the same keys above under:
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet00X\Services\ (with X=1,2,3...)
and under
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\

[4] Reboot and reinstall HP software.

If you are not using the Network Support Device Service (hpqddsvc.dll), you can disable it by:
making sure it's startup type is set to manual or disabled if you're not using the network functionality

1. Press the Windows key (between ctrl and alt) and the R at the same time to open the RUN command box.
2. Type: services.msc and press enter.
3. Find the HP networkdevicesupport service, rightclick and choose properties.
4. Change startup type to manual or disabled.

If it doesn't work right away you might need to re-install your software and try again

Good luck. I have never been happy with hp drivers, but whatcha gonna do?



 

 

by: nobusPosted on 2009-08-23 at 02:31:49ID: 25161959

 

by: stargazerm31Posted on 2009-08-23 at 06:03:02ID: 25162452

Nobus,  Thank you for the link.  Yes it has the latest drivers and all the patchs from the HP website.

John

 

by: nobusPosted on 2009-08-23 at 23:21:06ID: 25165925

 

by: stargazerm31Posted on 2009-08-26 at 06:43:43ID: 31619282

Thanks guys.  I awarded points equally because I used both equally.  They did not help solve the issue.  In the end the exec agreed to remove his documents and we did a complete restore of Vista SP1 and it works.  Something somewhere was messed up on the scanning but I don't know where.  Thanks for your help.

 

by: nobusPosted on 2009-08-26 at 07:58:25ID: 25188388

tx for the feedback - always useful

20120131-EE-VQP-002

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