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HP scanner balks at ActiveX problems


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#1
woodsman

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I just bought a new HP Deskjet F335 all-in-one. Prints great, will copy fine, but everytime I try to scan something, I get an ActiveX alert. I will just copy below the e-mails I have traded with HP support. So far they haven't offered much help. If anyone has encountered an issue like this, do you have any idea what the solution is? I appreciate any replies you might have. Thanks is advance.


> > Original Message Follows:

hp e-mail support

problem_area : scanning
operating_system : Microsoft Windows XP
model_number : Deskjet F335
connection : usb cable
error_message :
problem_description : Error messages as follows when trying to scan:
1) Your current setting prohitit running ActiveXcontrols on this page.

As a result, the page may not display correctly.
2) Unable to communicate with HP scanning software. Please verify
that
it has been installed and is working properly. If theis problem
persists, please shut down your application and try again.
3) Sorry, a communication error has occured with a scanning component.

If this problem continues, please reinstall scanning software.
trouble_shooting : Un-and reinstalled software, checked all power and
USB connections, rebooted.
Printing works, copying works, but no scanning. When pushing scan
button on control panel, nothing happens, when scanning from within
program, I get error messages.
setting_changes : New unit. Hasn't functioned properly yet.
tech_skill : intermediate


> > [ End of Forwarded Message 1 ]

HP DeskJet E-mail Support wrote:
> >
> >
> > Dear Wesley,
> >
> > Thank you for contacting HP Total Care.
> >
> > My name is Cheryl from All-in-One E-Mail technical support team.
> >
> > I understnad that you face issues with Deskjet F335 All-in-One as you
> > receive "Your current setting prohitit running ActiveXcontrols on this

> > page. As a result, the page may not display correctly" while
scanning.
> > Also gather that you have uninstalled and reinstalled the All-in-One
> > software to resolve the issue. I regret for the inconvenience caused
in
> > this issue.
> >
> > This issue can occur if documents to be scanned to the computer, the
> > active X should be allowed and the anti-virus (E.g. Norton, Spy
Sweeper)
> > is restricting active X controls. To resolve the issue I recommend you

> > to perform these steps:
> >
> > Disable the anti-virus software. Also, enable ActiveX in Internet
> > Explorer by following these steps:
> >
> > 1. Open Internet Explorer window.
> > 2. Click on Tools Tab --> Internet options
> > 3. Click on Security Tab.
> > 4. Click the Custom Level button and the Security Settings window
> > will open.
> > 5. Under the Run ActiveX controls and plug-ins section, select
> > Enabled.
> > 6. Click OK in the Security Settings window.
> > 7. When prompted, click Yes to change the security settings.
> > 8. Click OK to close the Internet Properties window.
> >
> > Or
> >
> > 1. Right-click the Internet Explorer icon on your Desktop and then
> > click Properties.
> > 2. In the Internet Properties window, click the Security tab.
> > 3. Click the Custom Level button and the Security Settings window
> > will open.
> > 4. Under the Run ActiveX controls and plug-ins section, select
> > Enabled.
> > 5. Click OK in the Security Settings window.
> > 6. When prompted, click Yes to change the security settings.
> > 7. Click OK to close the Internet Properties window.
> >
> > Please get back with observation, it is our responsibility to serve
our
> > esteemed customers like you in the best possible way. We appreciate
your
> > support and cooperation. If you require any further assistance please
> > mail us with the results.
> >
> >
> > Sincerely,
> >
> > Cheryl
> > HP Total Care

Dear Cheryl,

Thank you for your quick response.

I shut off my anti-virus program and disabled Internet Explorer
protection in SpywareBlaster. I also checked the ActiveX settings for
IE, and they were already enabled. I am still getting the same error
messages. In addition, I have once again done a complete uninstall,
making sure all registry entries were cleaned up, then reinstalled.
Same problems. Any other suggestions? I really appreciate your help.

Wes.

Dear Wesley,

Thank you for contacting HP Total Care.

I understand from your mail that you are still getting an error message
when trying to scan from the computer to the HP Deskjet F340 all-in-one
unit.

I will definitely assist you regarding the issue and will do my best to
resolve the issue at the earliest. I am sure working together we will
be able to resolve it faster.

Wesley, I would recommend updating the Internet Version to version 7.
Once you have updated the Internet version to 7 and then open the page
you will get the error message. Click on the error message and then run
the Active X.

This should resolve the issue. If you need further assistance, please
reply to this message and we will be happy to assist you further.


Sincerely,

Anne
HP Total Care

(Latest message)
I'm still having the same problem. IE7 is installed, everything in the security settings having to do with activex or scripting is enabled, but I'm still getting an alert:

One or more ActiveX controls could not be displayed because either: 1) Your current security settings prohibit ActiveX. 2) You have blocked a publisher of a certain device.

I'm looking into reasons why my activex isn't working (malware, e.g.) but have come up with nothing yet.

One question, though? Why is the operation of Internet Explorer so important to the operation of a scanner? My old scanner worked fine without it? Just curious. I appreciate any help you can give me.

Wes
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#2
Kurenai

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Wow, their form letters suck.

I'm kind of curious as to why it needs activex myself. Kind of scary, really.

As to a possible solution...what all security software (firewalls, antivirus, antispy, etc) are you running on the machine? It might be worth posting a Hijack This log to that forum as well.
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#3
woodsman

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Yeah, well, I just got a long, detailed e-mail from a supervisor at hp this morning about how I can resolve the issue, so I'll try wading through that and see if it works. If not I'll try more drastic steps.

The security software i have is AVG Free antivirus 7.1, SpywareBlaster, Spybot Search and Destroy, AdAware, and of course Windows Firewall. (All free programs, yes I know I'm cheap)
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#4
Kurenai

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Well, none of your security software should cause any issues.

If you don't mind, I'm a bit curious as to the solution, so if it works, would you mind posting it?

I still can't figure out what a scanner would do with activex.
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#5
Johanna

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Yep, I have an HP all in one, and it doesn't use active X so I'm confused, too. I assumed you installed the whole cd that came with the machine? (ugh!) You may have more issues from that than the original problem. If you figure it out, I'd like to know what you determine, too.
Johanna
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#6
woodsman

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Below is the "solution" given me by HP. I just spent about a whole day following these instructions to the letter. Guess what, no change. I still have exactly the same problem and am getting the same error messages.

(Procedure from HP is below)

<pre>To resolve the issue I recommend you to uninstall and reinstall the
All-in-One software:

To completely uninstall the software, run the uninstaller at level four
using these steps:

1. Disconnect the HP All-in-One from the computer.

2. Insert the all-in-one CD-ROM into the computer. Cancel any
installation windows that appear.

3. Click Start on the taskbar and then click Run.

4. In the command box type the following command and press Enter key:

X:\Util\CCC\Uninstall_L4.bat

(X: is the CD-ROM drive letter of that the all-in-one CD-ROM is in)

5. Restart the computer.


Download and install the following updates:

Download & Install Windows Script Engine

Please visit the following URL to download Windows Script Engine:

Windows XP:

http://www.microsoft...;displaylang=en

Installation instructions:

1. On the File Download window, click Save. The file will download to
your desktop.
2. On the desktop, double-click scripten.exe.
3. Click Yes.
4. On the Licensing Agreement window, click Yes. The Script Engine will
now install.
5. Click OK.
6. Click Yes to restart your computer.

b) MDAC 2.8 (If the computer reports a compatibility error, just cancels
out and proceed to the next update. This just means that SP2 is
installed.)

Download and install MDAC 2.8 from the following URL:

http://www.microsoft...;displaylang=en

c) MSXML 4.0 SP2 (Core System services)

Download and install MSXML 4.0 SP2 (Core System services) from the
following URL:

http://www.microsoft...;DisplayLang=en

You need to download the file msxml.msi.

d) Due to legal action, Microsoft had to remove Microsoft Virtual
Machine from Windows XP. This occurred in Windows XP Service Pack 1a and
later. To obtain Java for Windows XP Service Pack 1a or later, I
recommend you to visit the following URL and read the complete site for
a free download and installation of Java:

http://www.entsol.co...rosoft_jvm.html

Java must also be enabled in your Web Browser software. Follow the
directions below to verify that Java scripting is enabled if you use
Microsoft Internet Explorer:

1. Open Internet Explorer.
2. Click Tools and then click Internet Options.
3. Select the Advanced tab and scroll down to the Microsoft VM section.

4. All three options should be selected. Click OK to accept any changes
and exit.

e). Download and install dot net frame work 1.1 from the following
website:

http://www.microsoft...;displaylang=en

e) Perform Windows Update

Click Start--> All Programs--> Windows Update

Installing the All-in-One software:


Copy the contents of the HP all-in-one software CD onto the Windows
Desktop and then install it from there. Follow the steps below to copy
the files and run the install.

a. Right-click a empty portion of the Windows desktop, select New,
and then click Folder. Name the folder HP Driver.
b. Right-click Start and then click Explore. This opens Windows
Explorer.
c. Locate the CD-ROM drive letter along the left side of the
screen and select it so that the contents are displayed on the
right side.
d. Click Edit from the file menu and then click Select All to
highlight all of the files and folders.
e. With the files still select, click Edit and then click Copy.
f. Close Windows Explorer.
g. Open the folder created in step a, click Edit, and then click
Paste to copy the files to the new folder.
h. After the files have been copied to the folder, locate the
Setup file (not folder) and double-click it to begin the
installation.

This should resolve the issue. If you need further assistance, please
reply to this message and we will be happy to assist you further.

Sincerely,

Cheryl
HP Total Care

Our advice is strictly limited to the question(s) asked and is based on
the information provided to us. HP does not assume any responsibility
or liability for the advice given and shall not be liable for any
direct, indirect, special, incidental or consequential damages in
connection with the use of this information. Always back up your data.
For more information, including technical information updates, please
visit our Web site at http://www.hp.com/support.




The "Blaster Virus" is affecting the entire personal computer industry
and may impact any computer system running Microsoft Windows XP or
Windows 2000.

The worm can exploit a security vulnerability on unprotected Microsoft
Windows XP or Windows 2000 computers.

There are multiple steps provided in this message. I recommend
printing these steps for your reference. You can also view this
information (in detail) on the HP Web site at:

http://h10025.www1.h...cname=c00035757

Use the following steps to prevent the computer from restarting, to
remove the virus, and to prevent the virus from re-infecting the
computer. HP does not guarantee the success of this procedure.

NOTE: The following steps require virus scanning software (Norton
AntiVirus or McAfee VirusScan) and that the person logged
on have administrative privileges.

1. Click Start, Run, and then type: shutdown -a

This prevents the system from automatically restarting long enough
for you to download and install the Microsoft security update.

2. Click OK.
3. If the "shutdown -a" command fails to keep the computer from
restarting, use the following steps:

a. Click Start, Run, and then type: services.msc

A Services window appears.

b. Click OK.
c. Double-click Remote Procedure Call (RPC) and select the
Recovery tab. Be careful to not use the Remote Procedure Call
(RPC) Locator item.
d. Set the First Failure, Second Failure, and Subsequent Failures
items to Take No Action.
e. Click OK to apply the settings.

4. Install the latest critical updates using Windows Update. For more
information, go to the following Web sites:

* Microsoft's Security Bulletin: MS03-0266:

http://www.microsoft...ns/ms03-026.asp

* How to use Windows Update:

http://h10025.www1.h...ocname=bph07159

NOTE: We believe the worm is designed to increase the Web traffic
to the Microsoft Windows Update Web site. Some indications
are that on August 16, 2003, the worm's impact on the
Windows Update site will increase dramatically. If an
increase in Web traffic does occur, this Web site may take
a long time to display, or may not display at all when you
try to access it. Please be patient and try to connect to
the Microsoft Windows Update site at another time.

5. Remove the worm using your antivirus software. Do this by
attaining the latest virus definitions and then performing a scan.
For more detailed information go to the following Web sites:

* McAfee's VirusScan Web page on the W32/Lovsan.worm virus:

http://us.mcafee.com...;virus_k=100547
* Symantec's Norton AntiVirus Web page on the 32.Blaster.Worm
virus:

http://securityrespo...aster.worm.html

NOTE: Clicking the links may give an error indicating it is
invalid. If this occurs, copy the portion of the address
on the second line and paste it at the end of the address
showing in your browser.

If all went well, the computer is now clean and protected. If
these steps did not resolve the problem, contact Microsoft and your
anti-virus software vendor for additional assistance.

6. If you used the "services.msc" command (as explained above in
Step 3) to prevent your computer from restarting, restore your RPC
recovery settings to their original state as follows:

a. Click Start, Run, and then type: services.msc
b. Click OK.
c. Double-click Remote Procedure Call (RPC) and select the
Recovery tab. Be careful to not use the Remote Procedure Call
(RPC) Locator item.
d. Set the First Failure, Second Failure, and Subsequent Failures
items to Restart the Computer.
e. Click OK to apply the settings.

For more information on resolving and preventing viruses on your
Computer, go to the following HP Web site:

http://h10025.www1.h...ocname=bph07130

NOTE: One or more of the URLs above will take you to a non HP Web
site. HP does not control and is not responsible for
information outside of the HP Web site.
</pre>

Edited by woodsman, 12 November 2006 - 11:11 PM.

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#7
Johanna

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That is all total BS. I'm surprised they didn't tell you to walk the dog, scrub the bathtub and go get the mail, too. Uninstall the HP software, reboot, hook the machine back up and see if it works on XP's drivers. Somewhere, I have a "lite" version of the scanner software (the one that eliminates HP seizing control of your graphics programs and jpg files!) and I'll look for it, and read up on this. I can't believe they told you to do all of that... and where does "Blaster" come into play? The problem is that the scanner isn't working, and you've got SP2. Good grief, my eight year old could do better tech support than that.
Johanna
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#8
Retired Tech

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Is this the bit which connects to the internet, if it hasn't got fax then why else would it need to

To order print cartridges through the HP Photosmart Software
1. In the HP Solution Center, click Settings, point to Print Settings, and then click
Printer Toolbox.
Note You can also open the Printer Toolbox from the Print Properties
dialog box. In the Print Properties dialog box, click the Services tab, and
then click Service this device.
2. Click the Estimated Ink Levels tab.
3. Click Print Cartridge Ordering Information.
The print cartridge reorder numbers appear.
4. Click Order Online.
HP sends detailed printer information, including model number, serial number,
and ink supply levels, to an authorized online reseller. The supplies you need are
preselected; you can change quantities, add or remove items, and then check out.
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#9
Johanna

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I don't let my HP connect to the Internet, and wouldn't buy their cartridges from them anyway (here in the US they cost more from HP than they do at Kroger or Wal Mart!) The software that comes with the HP all-in-ones is bloated, disorderly and even installs BackWeb.

If you decide to reinstall the software, choose "custom", and go offline to do it!
Johanna
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#10
DaffyDee

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Hi,
Not sure if this relevant here but thought I'd pass on this fix to make HP Director work with IE7 as it is causing problems for many people........


Click (or double-click) on the Director Icon like you normally do to run it... the program is starting, but hiding.

After a second or two, hit <ALT><Space> on the keyboard. That will "pop-up" a dialog box... click "Minimize" (may have to click it twice). You will then see the Director icon appear in the taskbar. Click the taskbar Director button and the program will then come up and work normally.

OR..................

put the following text in a .txt file with Notepad and save as a .js file, give it any name, put file somewhere on your pc and change the target for your HP Director icon so that it goes to the .js file. HP Director should now open normally although larger box than usual!

var WshShell = new ActiveXObject("WScript.Shell");
var dirfile="C:\\Program Files\\Hewlett-Packard\\Digital Imaging\\bin\\Hpqdirec.exe";
var oExec = WshShell.Exec(dirfile);
WScript.Sleep(3000);
WshShell.SendKeys("%( )"); //equivalent of Alt+spacebar
WshShell.SendKeys("nn"); //equivalent of click minimize twice
oExec = WshShell.Exec(dirfile);

:whistling: Dee
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#11
woodsman

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:) In case anyone wonders, this problem was never resolved. I ended up just uninstalling the HP software. I just use the windows scanner wizard for scanning, and that works fine.

So I guess the solution is, next time I'll buy an Epson!
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#12
smgjng1

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I sure hope you guys found your answers since some of the posts are 5 years old. I did get lucky to find a fix for my activeX errors. I do not know if it will be fixed once I restart my computer, but at least I know how to fix it if I need to use my HP 2410 all-in-one to scan something. I posted the link below.

http://winadminnotes...t-be-displayed/

Just delete the folder named with a "square" aboce the "zero" folder and you can use your scanner function on your printer.
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#13
smgjng1

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Sorry, I forgot to mention for all of those out there like me without a technology background, that you can only access the information mentioned in my link above by using the command prompt and typing regedit in it.

windows key+R for all users. Otherwise, XP and Vista users are mentioned below.

XP users - start- all programs -accessories - command prompt ---then type regedit in the black box that pops up. Then go through the folders till you get to the "zone" folder.

vista users - can type regedit in the command line once you hit start. It will take you to the regedit program. You just run it and it opens the folder. Then go through the folders till you get to the "zone" folder.

Other operating system users can look up regedit and see how to access it. There are always tips and trick to get to it.

For more information about regedit and how to use it----below----

http://techie-buzz.c...se-regedit.html
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#14
Amthreat

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Navigate to the below registry entry.Here,you should delete 1 extra (parasite) zone with pseudo-graphic number, you'll see it before zone number 0.,

HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings\Zones\

More info at -
http://am-techzone.b...-could-not.html
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