Scanner software crashes program but WIA drivers don't crach it.

Posted on 2009-05-17
Last Modified: 2013-12-27
I have a client that has a Samsung SCX-4824 series MFP.  They use clinical software for patient management and scan documents straight into the software.  There is 2 ways of scanning into the software direct.  Going into a patients record and scanning or doing a bulk scan through a separate application that is part of the clinical program called bulk import.  If you try and scan into the patient record, as soon as you click scan it shuts down the clinical program, if you scan into the the bulk import application you can select the source as WIA scanner in the scanner window and scan without problems.  As soon as you select the Samsung driver as the source it shuts down the Bulk Import program.

The clinical software seems to be picking up the Samsung driver and not the WIA driver but there isn't anywhere to change the default scanner.  The bulk import seems to be picking up the WIA driver when you start the application and the Clinical software is picking up the Samsung driver (I assume it is anyway) as it crashes as soon as scan is clicked.  So in the clinical software I can't even bring up the scan window to select the source it just crashes instantly, no messages no errors.

I have searched through the registry but can't find anthing to do with DefaultScanner or the like.

Anyone got any leads on this.  I am about to perform a restore I think.

The system is XP Pro SP2, running Elusiva Terminal services, Elusiva Universal print driver, AVAST Pro, SuperAntiSpyware, Hamachi VPN software, Best Practice Clinical Software using MSDE SQL and various other applications.
Question by:HITSMAN
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LVL 48

Assisted Solution

dbrunton earned 125 total points
ID: 24409579
Try doing the scan in Administrator mode.  I suspect it may work OK then.

I've had this problem before with an HP where if you used the HP driver it would lock up but no problems with the WIA.  And if I remember rightly it worked OK in administrator mode with the HP driver.

Author Comment

ID: 24411054
Thanks for the reply. My client logs on as admin mostly and I had checked that already.  To make it even more interesting I was talking to them this afternoon and she said what did I do as it's working now???  All I had done was put some space between me and the problem so I could get some other things done and it has somehow corrected itself.  I hate that as it  now looks like its either intermittent or fixed.  I would rather find the solution and fix it but I am glad it's working.

Well just remoted into the the PC and find it's NOT WORKING again.  What the??

I installed Infranview to see what it does with the scanner and it also closes if I try and use the Samsung driver.  WIA works fine.  Obviously the Samsung drivers are the issue but I have already removed installed, downloaded updated drivers, installed and tested.  Any ideas?
Regards  Steve

Accepted Solution

HITSMAN earned 0 total points
ID: 24411306
Looks like I have found the problem.  There was a HP Photosmart and Office Jet 7.0.A Corporate edition installed.  Not sure how it got there but when I removed it and rebooted the scanner and clinical software started working correctly with the Samsung driver.  Unless this is just to trick me into thinking its fixed.  WIll see in a couple of days of reliable operation.  Thanks for your time dbrunton.
LVL 48

Expert Comment

ID: 24413347
You may have just answered a question I had.  Why was I experiencing the problem I had.  HP software conflicting with the WIA drivers.

Give it a couple of days and then award the points to yourself as you solved the problem yourself.

Author Comment

ID: 24439524
All seems ok.  So if you can't scan check to se if you have any other scanner or multifuction software/drivers installed and remove them.  Then re-install the drivers you want to work, re-boot and try again.

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