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OfficeJet 6110 - No Scan or Fax in Director App after reinstall in SP2

This one apparently has HP "stumped". Their response is an incompatability with XP SP2. I call BS. Why? Because they say the PnP's not detecting everything correctly (XP's PnP). Well, it is. All devices show up in the device manager, the scan and print functions just do not function in the HP Director Applet that "drives" the 6110.

Here's a copy/paste of my initial question to HP via e-mail. I think this pretty much sums it up. Any help would be greatly appreciated as my 6110 is pretty much dead in the water as all it's good for now is as a printer (sigh).

[quote]

http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&cc=us&docname=c00018090

This is exactly my problem.

purchase_date : xxxxxxxxxxxxxxxxxxxx setting_changes : See above.

tech_skill : advanced

trouble_shooting :

I have done everything in the document listed above.

Was told by an online support tech at HP that the problem had to do with SP2. Well, mine worked WELL AFTER the initial installation of XP SP2.
When it screwed up was when the automated system sent me a notification that new drivers were available and I installed these drivers. What I learned was that the "new" drivers were the "Corp Edition" drivers and they had killed the interactive features of my device (the ONLY reason I bought the 6110 to begin with).

I uninstalled and reinstalled the Full 2.1 drivers and have had the symptoms in the URL listed above ever since.

I need an answer and I need one now. I spent two hours online with the support guy only to have him send me the document he was READING from in the end and all to no avail. I have over 10 hours invested in this and need it fixed. I'm an MCSE and have 20+ years professional experience including a LOT with HP products and this is absolutely the worst experience I have ever had with HP. I need a solution as my boss (we are a MS Solution Provider) is getting tired of wasting my time at $100/hour. He wants to know where to send the bill| LOL (He's dead serious though.) I need and answer and no more SP2 excuses. This level of support for a mainline product on a mainline OS with a major service pack is unacceptable from a company like HP.
[quote]

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BobBeaman
Asked:
BobBeaman
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1 Solution
 
Asta CuCommented:
I have another product completely from HP, and encountered similar problems and issues after upgrading to XP1 and again after upgrading to XP2.  Had to uninstall everything related to the HP product in SAFE Mode, as Admin; including the printer, all related drivers and software; then manually verifying all start up items and ensuring all related issues were gone out of the Registry; did a new download and reinstall and that fixed things for me.  Did verify that their various auto updates were a problem as well; would try to download the updates 'it' thought were right for me and would hang and retry at every reboot.  Was maddening!  All works fine now in XP SP2.  Not sure this relates to your problems, but sure helped mine.  Removed all related software from startup manually as well.
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Asta CuCommented:
Oh yes, with XP SP2 and HP; needed to add the 'update' link that HP wants to use to check drivers/software, etc. and add the link to my IE Security option - trusted zone within IE to allow it, as well as going to IE - tools - internet options - privacy tab - settings for Pop Up blocker, and paste related links there and choose ADD to allow them.  That was key for me.  Subsequent update queries and checks worked henceforth.
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Asta CuCommented:
Just as an aside, I also use XP SP2 and love it.  Since you're also in the XP SP2 environment, sharing some links and details that have helped many of us.

***** This is an excellent link, very informative, and thanks to
Fatal_Exception for showing me this! It includes a step-by-step video about XP SP2 and the new features and configuration option overview. Top Notch!
http://65.24.134.81/KipSolutions/SP2/SP2Overview.htm *****
Free XP SP2 Help and Support
http://support.microsoft.com/oas/default.aspx?gprid=6794 
What to Know Before You Download and Install Windows XP Service Pack 2
http://www.microsoft.com/windowsxp/sp2/sp2_whattoknow.mspx 

Detailed Windows XP Service Pack 2 installation walkthrough
http://support.microsoft.com/default.aspx?scid=kb;en-us;875364 
Getting and Installing Windows XP Service Pack 2
http://www.microsoft.com/windowsxp/using/security/expert/russel_installsp2.mspx 
Windows XP Service Pack 2 Support Tools
http://support.microsoft.com/default.aspx?scid=kb;en-us;838079 
Windows XP Service Pack 2 (SP2)
Got questions about Windows XP SP2? Running into problems with hardware or programs now that you've installed the service pack? This portal can help
you find answers and troubleshoot SP2 on your home computer, notebook or network. Look for answers and solutions to the three most common topics.
IT Professionals: get help and support for deploying SP2 - Developers: view the Windows XP Service Pack 2 for Developers Support Center and more here:
http://support.microsoft.com/?scid=ph;en-us;6794 

Windows XP Service Pack 2 Deployment Tools
http://support.microsoft.com/default.aspx?scid=kb;en-us;838080 

Windows XP Service Pack 2 Deployment Tools - Download the latest deployment tools for help installing Windows XP Service Pack 2 (SP2) on multiple computers. This file contains updates to the deployment tools and documentation.
http://www.microsoft.com/downloads/details.aspx?FamilyID=3e90dc91-ac56-4665-949b-beda3080e0f6&displaylang=en 
http://support.microsoft.com/default.aspx?scid=kb;[LN];838080

Repair XP or other options; check cautions, quite informative.
http://www.michaelstevenstech.com/XPrepairinstall.htm 
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BobBeamanAuthor Commented:
All very interesting information folks and thank you but no joy. Sorry.
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Asta CuCommented:
I'm the only one here with you, sorry it hasn't helped yet.  I had to completely uninstall the HP Director in Safe Mode with Admin access for my problems, and all other related software; had to unplug the device, remove all interfaces and so on before I could resolve this issue.  Off to work; back when I can.  Asta
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BobBeamanAuthor Commented:
How did you even run an uninstall in Safe Mode. The MS Installer (the engine that drives the install/uninstall) is not supported and will not run in Safe Mode!

Anyway... I've cleaned it by hand in safe mode and in normal boot mode and more times than I care to remember. No dice folks. There's something magical here to this fix. No need to throw the ordinary stuff at this one. Trust me. I've been doing this professionally for 25 years and while I still have a lot to learn; I've managed the tech support department and engineering team at a Fortune 100 Financial firm. Trust me; this one ain't obvious. ;-)
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Asta CuCommented:
It sure is not an easy fix; at work and up to my earlobes in backlog.  Will keep my thinking cap on and in the meantime sure hope someone has what you need.  I didn't question your abilities nor expertise; often, despite my 40+ years in computing, I have sometimes delved deeply and overlooked the obvious.  Happens sometimes.  ":0) Asta
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Asta CuCommented:
See if this helps; relative to SP2 Firewall and Port 21
http://support.microsoft.com/default.aspx?scid=kb;en-us;873188
http://support.microsoft.com/default.aspx?scid=kb;en-us;842242

When I talked about SAFE MODE - meant to focus on uninstalling any related drivers; given the problems I had at the onset with a UMAX scanner here:
http://support.microsoft.com/default.aspx?scid=kb;en-us;873161


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BobBeamanAuthor Commented:
Thanks but again; no joy. I refuse to remove SP2 given its benefits due to the inferiority of one given manufactuer's product(s). HP should get in the game and belly up to the bar if they want to claim themselves to be players.

FYI, HP has failed to respond to my e-mails after everything they suggested failed to bring about a resolution. Go figure.

I wish I could take back every order I ever approved for an HP product or one I recommended. I bet I'd have somebody's attention then. ;-(

Anyone else have any ideas? Maybe a paying subscription here isn't for me. So far, most everything I've read (in other threads) has been run-of-the-mill level 2 stuff at best. I thought this place was going to be a resource but given this is my first formal question, I'm not impressed (excluding those that have tried to help, OF COURSE). :-(
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Asta CuCommented:
I love XP SP2 and all the added functionality.  This is a gigantic disappointment all around; and sure wish I could help you resolve this.  You might consider requesting a refund for this question by posting a zero point question in the Community Support topic area.  I've been here for years and the Experts are top notch, have helped me much through time, and wish you'd get the same results.

When the finger-pointing goes between HW and SW vendors, it gets even tougher.  I'd still consider escalating this to the XP SP2 team to see if they can sort anything out in this regard... it's free and I've had excellent results with their TechChat interface and find it helpful in that as I've found new problems, and worked through them with the XP SP2 team, I'm always hopeful the next release will include added functionality and compatibility.
http://support.microsoft.com/oas/default.aspx?gprid=6794

With my 2410xi all in one HP product had some roadblocks; for the Fax interface had issues with the phone line (noise on line) and an answering device which wasn't configured to wait 4 rings before kicking in.  For the scanner service, had to manually enable the XP services that were not enabled by default, think it was WIA related, but not here and memory wanes.  As regards the HP Director, quit using it altogether.

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Asta CuCommented:
When you use a scanner to scan an image in preview mode in Microsoft Windows XP, the scan may be completed in final mode. As a result, when you try to preview a scan, it takes a while for the scanned image to display because instead of scanning the image in preview mode (typically fast), the scanner scans the image in the final scan mode (typically slower).
XP SP2 had a fix for this...
http://support.microsoft.com/?kbid=832344

When you double-click a fax item in the Sent Items or Inbox folder in the Fax Console to preview the fax, nothing occurs. You cannot preview a sent fax or a received fax.  Also was to have been fixed in XP SP2.
http://support.microsoft.com/?kbid=322011

Find many related problems with HP Director and XP in various forums for your OfficeJet; some found a solution by getting a new Gold Cable, as noted here (after spending an hour with HP Tech Support, uninstalling all related software, drivers and removing from Device Manager):
http://www.smartercomputing.ipbhost.com/index.php?s=f5d7a7c012a15b4c36689e4a6c20c642&showtopic=8370&st=0&#entry54735

Have you tried the HP diagnostics here?
http://h30155.www3.hp.com/ediags/gs/
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Asta CuCommented:
Found another question here, though W98 related, but also had problems scanning and had some links and suggestions that 'may' add some insight.
http://www.experts-exchange.com/Hardware/Printers/HP_Printers/Q_20469302.html?query=hp+6110+scanner&clearTAFilter=true
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Asta CuCommented:
I've spent quite some time going through the HP forums for HP related scanning problems with XP SP1 and XP SP2; and many just aren't resolved .... askers of these questions are fairly unanimous in stating the HP needs to provide a fix.
http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=721385

In other forums found some that had issue with the USB 2 support; some needed the MDAC 2.8 update,  if applicable to you as well.
http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=719220

Consistently, HP advised the uninstall of XP SP2.... which in some cases was a problem before upgrading to XP SP2... but may have been related to the WIA services...

http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=702087
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BobBeamanAuthor Commented:
It is worthy of note that the scanner works FINE from the applet provided in CP by MS and XP. There's a LOT of history here with HP that I haven't "bothered" to post. It's the HP Director app that's the problem (in its inability to recognize its own device which XP clearly does recognize). Because it doesn't recognize the scanner, the trigger to set up fax settings in the Director are unavailable as well.

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Asta CuCommented:
Precisely my situation and why I chose to STOP using HP Director until HP can come out with a workable solution.   It really is 'on them', sorry to say and wish they'd fix it!  We're not alone here, as is evident from all my queries through time.   ":0) Asta
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