[Soarer]

I was having a problem with picture feeder on my HP Scanjet 5500c scanner. I contacted HP support and was told to uninstall all of my HP software (printer & scanner). I was then told to delete the HP1 & HP2 files from my computer. I have now reinstalled the printer and scanner software, but when I try to open DIRECTOR, i get an error.......The file c:\Program Files\HP\Digital Imaging\Skins\hp1\skin.xml does not exist. I have been in contact with HP support on numerous occaisions and it seems as though they can't even help me. I can run a scan from within the camera wizard. It seems as though I need the SKIN.XML file. HP won't tell me how if that is an original file from my computer (which is also HP) or if it is a software file. I reinstalled the software from the HP site. I am going craaaazy with this. It has been 3 weeks since my initial contact with HP. Any help anyone? Thanks for your input.

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HP Scanjet 5500c scanner Problem
14th Dec-2005

How did you [Uninstall] the HP Software – Did you use [Control Panel] or [Device Manager] or was there an [Uninstall Program] –

Do you have the [Installation CD] for this device –

What is the Make & Model Number of Printer – Do you have Installation CD for Printer –

Can you use [Printer] and can you use [Scanner] – Not sure what problem to help with –

These problems occur if the [Uninstall Process] was incomplete – so let’s see what [Device Manager] has listed – but 1st we must prepare [Device Manager] to show its History –
__________________________________________________________

Preparation Process for [DEVICE MANAGER] to View [Non Present Devices] – This is a 2 Step process that
needs to be done only once –

Step – 1 Set [Folder Options] to [Show Hidden Files & Folders]
Step – 2 Set [Device Manager] to [Show Non Present Devices]
__________________________________________________________

Step – 1 Open [Control Panel] and set [Folder Options] to show [Hidden Files & Folders] – (1 time process)

(1) – Click [Start] Button
(2) – Scroll up to [SETTINGS] > Click on [CONTROL PANEL]
(3) – Open [Folder Options]
(4) – Click on [VIEW] Tab
(5) – Scroll down to [Hidden Files & Folders]
(6) – Click the [SHOW HIDDEN FILES & FOLDER] Option
(7) – Deselect OPTION – [Hide Protected OS Files – Recommended]
(8) – Click [OK]
(9) – Close [Control Panel]
__________________________________________________________

Step – 2 Prep [DEVICE MANAGER] to view [Non Present Devices] –( 1 time process)

(1) – Right Click [MY COMPUTER] > Click [PROPERTIES] on Drop Down Menu –
(2) – Click [ADVANCED] Tab – (on System Properties)
(3) – Click [ENVIRONMENT VARIABLES] Tab -
(4) – Under [SYSTEM VARIABLES] Section – Click [NEW] Tab –
(5) – In [NAME] Section – Type – devmgr_show_nonpresent_devices
(6) – In [VALUE] Section – Type the number 1
(7) – Close out by Clicking [OK] Tabs – 3 Times – (3 levels/panels to close)
(8) – Click on [START] Button > Then click on [RUN] –
(9) – Type – devmgmt.msc – and then Click [OK] – This will open [DEVICE MANAGER]
(10)– Click [VIEW] on Menu > Click [Show Hidden Devices] on Pop Down Menu –
(11) – View [Hidden Devices] – Indicated by Faded Gray Print – (Close when completed) –
(12) – Restart Computer – (To ensure a good [Initial] beginning -
__________________________________________________________

Now Open [Device Manager] in Normal manner & Set [VIEW] options to [SHOW HIDDEN DEVICES]

Standard Process to Open [DEVICE MANAGER] with [Show Hidden Devices] Option set -

(1) – Right Click [MY COMPUTER]
(2) – Browse down [Menu] to [Properties] > Double Click to Open Properties Page
(3) – Click on [HARDWARE] Tab
(4) – Click on [Device Manager] Tab
(5) – Click on [View} on Menu Bar
(6) – **Click on [Show Hidden Files]**
(7) – Expand Folders as required
(8) – You need to double left click or right click each line to reveal additional info
(9) – [Non Present Devices] will be denoted by –(Light/faded gray print)

** Step 6 will have to be set to [Show Hidden Files] on each opening of [Device Manager] **
__________________________________________________________

Now Browse thru – you need to Expand Folders & either Left Double Click or Right Click all lines to see more info – you are now looking for the – [Muted/faded gray] Devices with Yellow Warning Signs or have a Bold repeated instance of same name – Do not concern yourself with [Non Plug & Play] Devices –

Expand all folders that are associated with – [Scanner/Imaging] – [Printer] – USB Host Controllers – USB Printer Support –

[Device Manager] is now able to show all the HP Items that did not get Uninstalled – They will be the [Faded Grey] Items -
__________________________________________________________

In the meantime I will look up specs of scanner – and investigate those HP Files -

Jack123

Edited by Jack123, 14 December 2005 - 09:52 PM.

[Jack123]

HP Scanjet 5500c scanner Problem
14th Dec-2005

How did you [Uninstall] the HP Software – Did you use [Control Panel] or [Device Manager] or was there an [Uninstall Program] –

Do you have the [Installation CD] for this device –

What is the Make & Model Number of Printer – Do you have Installation CD for Printer –

Can you use [Printer] and can you use [Scanner] – Not sure what problem to help with –

These problems occur if the [Uninstall Process] was incomplete – so let’s see what [Device Manager] has listed – but 1st we must prepare [Device Manager] to show its History –
__________________________________________________________

Preparation Process for [DEVICE MANAGER] to View [Non Present Devices] – This is a 2 Step process that
needs to be done only once –

Step – 1 Set [Folder Options] to [Show Hidden Files & Folders]
Step – 2 Set [Device Manager] to [Show Non Present Devices]
__________________________________________________________

Step – 1 Open [Control Panel] and set [Folder Options] to show [Hidden Files & Folders] – (1 time process)

(1) – Click [Start] Button
(2) – Scroll up to [SETTINGS] > Click on [CONTROL PANEL]
(3) – Open [Folder Options]
(4) – Click on [VIEW] Tab
(5) – Scroll down to [Hidden Files & Folders]
(6) – Click the [SHOW HIDDEN FILES & FOLDER] Option
(7) – Deselect OPTION – [Hide Protected OS Files – Recommended]
(8) – Click [OK]
(9) – Close [Control Panel]
__________________________________________________________

Step – 2 Prep [DEVICE MANAGER] to view [Non Present Devices] –( 1 time process)

(1) – Right Click [MY COMPUTER] > Click [PROPERTIES] on Drop Down Menu –
(2) – Click [ADVANCED] Tab – (on System Properties)
(3) – Click [ENVIRONMENT VARIABLES] Tab -
(4) – Under [SYSTEM VARIABLES] Section – Click [NEW] Tab –
(5) – In [NAME] Section – Type – devmgr_show_nonpresent_devices
(6) – In [VALUE] Section – Type the number 1
(7) – Close out by Clicking [OK] Tabs – 3 Times – (3 levels/panels to close)
(8) – Click on [START] Button > Then click on [RUN] –
(9) – Type – devmgmt.msc – and then Click [OK] – This will open [DEVICE MANAGER]
(10)– Click [VIEW] on Menu > Click [Show Hidden Devices] on Pop Down Menu –
(11) – View [Hidden Devices] – Indicated by Faded Gray Print – (Close when completed) –
(12) – Restart Computer – (To ensure a good [Initial] beginning -
__________________________________________________________

Now Open [Device Manager] in Normal manner & Set [VIEW] options to [SHOW HIDDEN DEVICES]

Standard Process to Open [DEVICE MANAGER] with [Show Hidden Devices] Option set -

(1) – Right Click [MY COMPUTER]
(2) – Browse down [Menu] to [Properties] > Double Click to Open Properties Page
(3) – Click on [HARDWARE] Tab
(4) – Click on [Device Manager] Tab
(5) – Click on [View} on Menu Bar
(6) – **Click on [Show Hidden Files]**
(7) – Expand Folders as required
(8) – You need to double left click or right click each line to reveal additional info
(9) – [Non Present Devices] will be denoted by –(Light/faded gray print)

** Step 6 will have to be set to [Show Hidden Files] on each opening of [Device Manager] **
__________________________________________________________

Now Browse thru – you need to Expand Folders & either Left Double Click or Right Click all lines to see more info – you are now looking for the – [Muted/faded gray] Devices with Yellow Warning Signs or have a Bold repeated instance of same name – Do not concern yourself with [Non Plug & Play] Devices –

Expand all folders that are associated with – [Scanner/Imaging] – [Printer] – USB Host Controllers – USB Printer Support –

[Device Manager] is now able to show all the HP Items that did not get Uninstalled – They will be the [Faded Grey] Items -
__________________________________________________________

In the meantime I will look up specs of scanner – and investigate those HP Files -

Jack123

Edited by Jack123, 14 December 2005 - 09:52 PM.

[Soarer]

Hello,
Thanks for the help. I uninstalled HP Scanjet from the control panel where it no longer shows. After completing the stepd you provided, HP SCANJET still shows in device manager. HP DESKJET (%@C works fine now. After initially uninstalling and trying to reinstall the scanner software, I get an error when I try to open HP DIRECTOR, The file c:\Program Files\HP\Digital Imaging\Skins\hp1\skin.xml does not exist.
I have contacted HP SUPPORT several times and have spent several hours trying to fix this problem, but no luck. I find it frustrating that HP technical support cannot help me with this problem. Your assistance is in great need and of course, greatly appreciated.
Todd

[Jack123]

HP Scanjet 5500c scanner Problem [#2]
24th Jan 2006

Hello,
You responded to my post, thank you. Can you assist me any further? I replied to your reply, maybe I did it wrong.

Happy New Year – I do not know what happened – I guess when I subscribed to your – [Post] – I did not check – [Immediate Notification] & somehow I missed receiving notification of your Post – And your Topic was – [Pruned] – from – Subscribed Topics – in My Controls – After 14 Days – Plus I changed my – [IP] – from Dialup to DSL – Anyway – I missed the Notification of your reply on – 15th Jan 2006

Your assistance is in great need and of course, greatly appreciated.

I apologize for not following up on – [End of Year – 2005 Posts] - Here are some links for your Scanner - that you can Browse thru –

http://search.hp.com...canner&oc=77376


http://h10025.www1.h...n&lang=en&cc=us

Specs
http://h10025.www1.h...ocname=bps05661

I uninstalled HP Scanjet from the control panel where it no longer shows. After completing the stepd you provided, HP SCANJET still shows in device manager.

Remember when opening – [Device Manager] – now – you have to [Check View Hidden Devices] – in order to the – [History of Installed Devices] – Report what all you see in [Device Manager] – pertaining to the – following – [Present & Non Present Instances] of -

1- [Imaging Devices]
2- [Other Devices]
3- [Unknown Devices]
4- [Problem Devices]
I have to browse thru & familiarize myself with the use of this Scanner – so that I can understand your problem/s -

In the meantime – do the following [Search] – for HP\Digital Imaging\Skins\hp1\skin.xml File by -

1- Click on [Start]
2- Highlite [Search]
3- Click on [Files & Folders]
4- Type – *.xml – in [Search for Files or Folders Named]
5- Look in – Local Drive C
6- Check [Advanced Options] & Check [Search Subfolders]
7- Click [Start Search]
This should give you list & location of all the .xml Files on your PC -

Jack123

Edited by Jack123, 24 January 2006 - 01:10 PM.

[Soarer]

Hello Jack123,

This is what I found under device manager, viewing hidden devices:
IMAGING DEVICES - HP SCANJET 4570c/5500c
OTHER DEVICES - NONE
UNKNOWN DEVICES - NONE
PROBLEM DEVICES - NONE

I searched for HP/....Skins........
NOTHING.

I think I will trash my printer and scanner and buy a new HP Photosmart 3210 All In One. My mom bought one at x-mas at Costco for $215.00 after instant rebate. NICE machine.
I would like to try to fix this problem first.
Todd

[Jack123]

HP Scanjet 5500c scanner Problem [#3]
25th Jan 2006

I am confused over what the problem/s – that you are having – [Now]

I have not given you any real – [Troubleshooting Instructions] – I have only have given you

1- Some links to Browse –
2- Instructions to – Enhance [Device Manager] – In order to see History –
3- Some General Information –
4- Asked some general questions & to do some inquiries in [Device Manager] –

The problem appears to have migrated from a – [Scanner Feeder Problem] – to

1- Scanner Installation Problem –
2- Plus Printer Issues
3- Plus a HP Application Issue

It is OK – I am just trying to wrap my arms around the problem – So we will just start over again –
_______________________________________________________________________________

1st – I will give you another Tool – Free Home Edition of – [Everest] – Plus Instructions for Reports –
Download the Free Home Edition of [EVEREST] so we can analyze your PC http://www.filehippo...d_everest_home/

[See Attachment for Instructions]

2nd More questions – Just want a complete [Landscape Portrait] – instead of – [Mini Thumbprint] –

1- About – [PC]
2- About – [Device Manager]
3- About – [Scanner]
4- About – [Printer]
5- About – [Director]
6- More General
________________________________________________________________________

1 - [PC] – Questions – [Everest will answer most]

1- Type – [Desktop] – [Laptop] – [Tower]
2- Manufacturer
3- Model Number
4- Age
5- Operating System & Service Pack Installed
6- Did you upgrade from WIN 9X
7- Do you have a Camera Installed – Describe
8- How many USB Ports
9- List all USB Devices – [including Hubs]
10- Do you have Wireless network

2 - [Device Manager] – Questions –

1- Do you see any – [Non Present Devices]
2- Do you see any [Devices] that have – Yellow Question Marks 0r Yellow Exclamation Marks
3- List them if you do

3 - [Scanner] – Questions –

1- How long have you been using
2- How long have you been having problem
3- Do you have – [Installation CD]
4- What applications do you Scan with

4v - [Printer] – Questions –

1- Manufacturer
2- Model Number
3- Interface – [USB] – [Parallel] – [Serial] – [Other]
4- How long have you been using
5- How long have you had Issues
6- Do you have – [Installation CD]

5 - [Director] – Questions –

1- What is it – Is like a Printer/Scanner Manager Program
2- Installed with – PC – Printer – Scanner –
3- Do you have – [Installation CD]
4- What Applications can you Scan with
5- Have you had trouble with it before

6 - [General] – Questions –

1- Did you ever get your [Malware Issues/Question] taken Care of –
2- Are any of these problems/issues related/connected to [Malware]
3- Any new Upgrades or New Hardware Installations – at time Problem/Issues began

Just trying to get a handle on all the Issues & see what we are dealing with – Hopefully – This is just a [Driver/s Update Issue] – The only real problem – that I have – Why did HP ever tell to – [Delete HP1 & HP2 Files] –

Do you have any idea what they were for – what directory were they in – what application – when were they deleted – are they still in your [Recycle Bin] –

If you have the Installation CD for - [Printer] – [Scanner] – Try Browsing them for the Files you need –

1- Are you able to [Print] – List Issues
2- Are you able to [Scan] – List Issues
3- Do you have any Camera Issues

Do all these Devices have USB Interface –

Jack123

 01_EVEREST_3F_Attatchment.doc   32KB   71 downloads

Edited by Jack123, 25 January 2006 - 10:33 AM.

[Soarer]

Hello Jack,
Thanks for your assistance. I contacted HP once more and they were finally able to resolve my problem. They had me delete the HP IMAGING DEVICES folder in windows explorer, rebooted, reinstalled software. I finally have a working scanner again. Thanks again for your assistance.
Todd