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HP All-in-One printer will not scan to computer

HP printer HP computer

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#46
rockmilk

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Something is not going correctly with the instructions the items should be being removed.

 

 

Unplug everything usb related except your mouse and keyboard.

 

 

The download the program below.

 

http://www.uwe-siebe...rivecleanup.zip

 

Drag the 64bit.exe to your desktop and right click it and run as admin. Does it remove the old drivers now? If so reboot. Let me know I want to check one more thing before we reinstall.


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#47
ridethewave

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Removed 13 USB devices
Removed 0 USB hubs
Removed 12 Disk devices
Removed 1 CDROM devices
Removed 0 Floppy devices
Removed 14 Storage volumes
Removed 15 WPD devices
Removed 5 Keys from registry

Press any key to close

 

Success, I ran the cleanup program in safe mode and it worked.


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#48
rockmilk

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Ok, and what about the drivers in device manager?

 

Also can you confirm that windows firewall is off?

http://windows.micro...firewall-on-off

 

 

Norton I believe has a built in firewall....

 

Lets remove your Norton install and install fresh.

 

Run the Norton Removal tool.

https://support.nort...erProfile_en_us

 

Also from post 10 I told you to install the windows installer clean up.

 

Once installed.

Hit the start button.

Then computer.

Double Click Local Disk C:

Program Files (x86)

Scroll to the Windows Installer Clean up Folder.

Right Click Run as Admin the Msicuu icon inside the folder.

Scroll down and look for  anything related to your printer.

Select remove.

Repeat for any remaining printer files.

 

Close the application.

 

Then clean your temp files with the program below.

 

 


  • Download TFC by OldTimer to your desktop.
  • Close any open windows
  • Double click the TFC icon to run the program. (Vista/7/8 Users, Right Click and select Run as Admin)
  • TFC will close all open programs itself in order to run
  • Click the Start button to begin the process
  • Allow TFC to run uninterrupted
  • Once its finished it should automatically reboot your machine, if it doesn't, manually reboot to ensure a complete clean.

 

Once you have completed these steps post. I promise we are coming to the end. :)


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#49
ridethewave

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Not sure about some files in the windows installer cleanup:

6400 Help

64 Bit HP CIO components installer

HP Auto

HP client services

HP Customer Experience Enhancements

HP Notes

HP Odometer

HP Support Information

HP Vision Hardware Diag.

HP Product Assistance

 

I deleted files that I know were HP Printer files.  Files above are files I'm not sure of.

Both printer and computer are HP and I don't want to mistakenly delete the wrong file.  Do you know what files are what?

 

There are now only 11 "unknown device" drivers located in "other devices".

 

I have not gone further than this step.


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#50
rockmilk

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Those files that you listed are fine not related to the printer.

 

Can you try and right click and delete the remaining drivers in the device manager now?

 

Can you go ahead and run the TFC for me as well. :)


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#51
ridethewave

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One more:   HPDiagnosticAlert


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#52
ridethewave

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OK


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#53
rockmilk

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Lastly........

 

 

I would like you to enable the built in admin account and install the printer software from it.......

 

http://www.howtogeek...-windows-vista/

 

 

Fingers Crossed..... :popcorn:


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#54
ridethewave

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Before I do that, I'm not sure about the Norton Security Program.  Should I reinstall it now, or is that a dumb question?


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#55
rockmilk

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Please re-install after you have installed and tested the printer software. :)

 

There are no dumb questions, I am here to help..... :ph34r:


Edited by rockmilk, 14 June 2014 - 04:38 PM.

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#56
ridethewave

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The software did not install, just HP update & I.R.I.S. OCR registration.  No printer software.


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#57
rockmilk

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Try your account  if that fails then re-run the all in one tool test again.


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#58
ridethewave

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I ran the all in one tool and still no luck with the installation.


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#59
rockmilk

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Well I am at a loss then, sorry to say. Removing norton should have created a restore point. Revert to that and then attempt to reinstall the software. Otherwise I am going to ask another member to look into this. I am sorry that we were unable to come to a resolution. :(

 

I would wait on the other tech to respond. I have sent a pm.


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#60
ridethewave

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Thank you for all your help, time, and effort.  I appreciate all that you have done.

 

Chris


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