The scan cannot be performed because another program has control of the HP imaging device.

Home user cant scan, but can print.  Error is The scan cannot be performed because another program has control of the HP imaging device.  Try the following:  Restart the program, Close all programs that may be using the device, reboot the computer.

She has done all this and still cant scan.

thank you,
Mark88
Mark O'BrienDispatch Software Support and Server AdministrationAsked:
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Spike99On-Site IT TechnicianCommented:
Which model printer does the user have? I found some generic instructions for HP scanners, but perhaps there are more specific steps for that particular model.

Try these steps from HP's troubleshooting page (http://support.hp.com/us-en/document/c02544730):
1. Open the Task Manager.
2. Click the Processes tab.
3. Select Keygrip.exe from the list of processes, and then click End Process.
4. Select scanapp.exe from the list of processes, and then click End Process.
5. Press the Power button to turn the printer off, and then press the Power button again to turn the printer on.
6. Restart the computer.
7. Try to scan again.

(for step 5, I would turn off the printer & then unplug it for at least a minute before plugging it back in & turning it back on)

If that doesn't work, then remove the HP printer & software & then re-install. If the printer is connected using USB, be sure to unplug the USB cable until prompted to connect it during the installation process (the link above has some screenshots).

If re-installing doesn't work, make sure the printer's firmware is up to date.
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Mark O'BrienDispatch Software Support and Server AdministrationAuthor Commented:
Tried hp print and scan doctor. didnt work
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nobusCommented:
run msconfig
in startup tab -click disable all
reboot to test
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Mark O'BrienDispatch Software Support and Server AdministrationAuthor Commented:
Looks like reinstall worked
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Spike99On-Site IT TechnicianCommented:
That's good news! I'm glad I was able to help out.
Alicia
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