Three people same scanner problem!!!

[Mike Hawthorne]

I have three friends who have HP 5200 or 5300 scanners, two of them have Gateway Computers, one has a Micron Computer all are using USB connections.
All are using Windows 98.

They are all having the same problem.

Their computers all have refused to recognize their scanners and it is impossible to reinstall them.

I have tried installing them by the method specified by HP and through the add hardware application in control panel.

The HP solution requires that Windows open a dialog box automatically when the scanner is plugged into the USB port, or when the computer is booted up in one case. This never happens.

When I try and install the drivers in the Add New Hardware Window and get to the "have disk" window the computer will not read the .inf file even when directed directly to it.

One of the computers has been taken in to Gateway and no answer was found. they just said there must be something wrong with the scanner.

The HP web site doesn't have any information about anything like this.
The USB ports on all the computers will run their printers without any problem.

Any Ideas anyone, I have given up. Does anyone know if this is a wide spread HP problem.

Mike

[PMich]

I have tried installing them by the method specified by HP and through the add hardware application in control panel. The HP solution requires that Windows open a dialog box automatically when the scanner is plugged into the USB port, or when the computer is booted up in one case. This never happens.

Ahh the joy of installing an HP scanner. In their attempt to make installation easy they have made it difficult.

You will first need to remove any trace of the drivers for the scanner completely. You have to follow the instructions provided by HP to the letter. If you don't follow the instructions exactly you will not be able to install. The HP directions used to come on a step by step poster with little pictures and the like. If I remember correctly it was:
1. Insert CDROM and install.
2. Shut down computer (For some reason, I don't know why, this seems to be the most crucial step.
3. Make sure computer is off and attach scanner to USB port.
4. Turn on computer.

As long as you follow their instructions exactly you should have no trouble with install. If you start cutting corners the install will be unsuccessful. This is coming from a guy who lost 4+ hours the first time it happened to him. I am pretty sure this is a long running HP issue because my first experience was a little over three years ago.

[Robert Houghton]

I have a 4100c scanner and my instructions don't say anything about loading hardware. The first thing you have to do is load up the software without plugging in the scanner. After you load the software,shut down the computer. You then can hookup the USB connection, then restart the computer and it should load additional software. I don't know if this is what you have been doing? Those 2 scanners may use a different setup than mine. I do know that the sequence has to be just right for it to work properly. If you try again, make sure all the software is uninstalled and the USB hub is disconnected.

Bob H.

[PMich]

Good call Bob. Even if it was a little slow . Beat ya by a minute.

[Hpro]

Mike Hawthorne

first before even plugging the scanner into the computer make sure that the USB port it detected by Win98 - Control Panel > Device Manager > USB - if the port isn't there you will have no way of installing the scanner...

Second boot up the computer and then plug in the scanner - this hould bring the New Hardware Install Wizard up with new HARDWARE found and it also should bring up right the NAME your scanner.. - if this isn't like that then you are on a lost place.. no way to install.. USB = UNIVERSAL SERIAL BUS - will be activated when it finds something connected to it - current flow accross the terminals..

Are there any Switches or LOCKS on top of the scanner then make sure that thos Switches or LOCKS have been set to open position - ACRE scanners have a lock and the Scanner will not work if the Lock - which locks the SCANNER HEAD is in locked position.. I don't know about HP - as I don't have one here...

hth

[PMich]

Hpro,
If printers connected to the USB are functional then I would imagine that they are enabled.

I can't emphasize enough how imperative it is that install is done exactly according to the HP instructions. You cannot install in the "traditional" control panel sense. I don't know why, I just know you can't

[casey]

I have 5200, 5300 and 5370.
Follow the HP instructions to the LETTER.
Otherwise no, no.

[Hpro]

I was actually responding to Mike Hawthorne and sorry to say I can't see one word of a printer in his post - therefor my reply is as it is..
Anyway yes - he should try to see if he has a USB printer and if this one works..

Casey - if this is true - then HP should change the company name to

HOLD no PLAY

[casey]

HPRO,
I'm telling you,
Have about 15 of there 900 series printer 930,950,959,970,980 &990 CXI. Install one of these, and not follow there instructions to the letter, you will regret it (USB). Once took me 4 hours to reinstall a 959 after missing one of the steps. Often corrupt install CD's. The other thing is that the downloaded drivers often have different install procedures!!!GREAT BUILD QUALITY but oh! boy installing!!! They have special USB uninstall utility on the website (with the driver) and sometimes these dont work either. Keep device attached, start, setting,control panel, system, remove. Del inf file, safe mode, see that there,s
nothing there.

[Mike Hawthorne]

I'll try again but I'm sure that we have followed the instructions exactly on all these scanners.

Oddly they do not all have the same instructions. Two of the scanners say to do it as you have said but the third one definitely says to install the software reboot the computer and then plug in the USB connection.

At this point the Add New Hardware screen is supposed to appear, it doesn't.

The USB port is working on all the computers and shows no problems in Device Manager.

I myself have a HP 4C scanner that runs off a SCSI card, it does not install the way it is supposed to either, every time I have to install it I complete the process and get the message that says “Congratulations your scanner has been successfully installed.” then when I try to use it the message “Your scanner can not be found” comes up. But over the years I have learned that if I then reinstall it from the add new hardware window I can get it going.

It may be that the problem is something that is getting left behind when we uninstall to restart the procedure. If anyone has some suggestions on the subject I’m all ears. I have run the uninstall and then deleted the directory and all the shared files that are found during the uninstall process. I have not gone into the registry and looked for references to the scanner in there.

This is a real pain since it happens so often, I would like to ad that all these scanners were installed and running when they just didn’t work one day.

My friend in Chicago has taken his computer to Gateway Service along with the scanner and they couldn’t get it to work either. Even after removing and reinstalling Windows. I think that it is time for HP to look at these procedures.

I’ll try again to fix the latest one to go down and get back to you.

Thanks for the help…

Mike

[PMich]

Just to clarify.

The USB ports on all the computers will run their printers without any problem.

Don't want to step on any toes, just trying to help like everyone else.

PMich

[Hpro]

Hey PCMICH - Big Sorry - I have read that thread of the original poster about 5 times - before I reposted to you.. Hey I must have a brainfarth or dirty lenses on my Glasses - BIG SORRY - I herewith APOLOGIZE TO YOU..

[WNeill]

I also had problems with my HP 2100C when I tried to install onto WinMe. What I discovered is that you can install - re-install (correctly) numerous times and it will still not detect the scanner. After doing it for the ninth(approx.) time it decided to install. So "if at first you don't succeed, try, try again".

[highrisemech]

Not to change the subject but I run a Cannon Flatbed scanner with
a Parallel Port connection. Never a problem not in years. Great.
I find that a parallel port connection works better for these.

[PMich]

I think SCSI works best for scanners right now. You can really see the data transfer speed advantage of SCSI with scanners. I'm hoping USB 2.0 will really help increase speed for USB scanners.

[GaryRouth]

Just curious, all:

Do you think that the "Still Image Monitor" program, abbreviated
"stimon.exe" in the Task List (if I'm remembering correctly) plays
a role in the strange scanner installs? Not sure, really, if it
helps or hinders. Seems that it's an option at install time, some
digital cameras use it.

This is one of those things I've meant to look up but haven't yet
found time for.
...Gary

[Hpro]

STIMON can be disabled very easy in either the registry or MSCONFIG.. It could be but this is a SCANNER FILE AND CAMERA FILE = but if may the Stimon is loaded before the Scnaner is installed then I could think that it makes probly problems as the installer isn't able to end task the file - but this is as I think far from reality but it could be..

[highrisemech]

Some scanning programs do not agree with others which can cause
conflicts. It is best to check the manufacturers web site for both devices
for known conflicts between the programs. Myself I have not had any problems with this issue.

[framerw47]

Gary, Stimon.exe is necessary for the 'copy' button, and I'm pretty sure for the 'scan' button on the scanner to work correctly. I know on my 4200C, if "Stimon" is disabled, the buttons won't work. You have to click on the shortcut to open the scanner prog, therefore I have to keep it in the startup menu on 98. I know-I know, thinking about it, it doesn't really make sense, but that's the way it works on mine anyway.

[GaryRouth]

Thanks everyone, for the info on stimon.exe... It's always nice to find
out something after putting it off for so long...

Mike Hawthorne... any luck yet with the scanners? (I find it amazing that
the Gateway folks couldn't install a scanner on their own machine)...
If you're still having problems (even after all our help), you might
want to check the HP site & FAQs for your model . . . maybe something
has come up since they wrote your install guide that you might need to
do differently...

...Gary

[TwoRails]

For what its worth: I have a 5370 scanner and 970 printer, both work just grand.

One common problem is that when one install doesn't work, you must completely Uninstall the bad install. Sometimes I forget this, as in updating drivers, and run into problems.

Also, download the updated drivers, being sure you get the right drivers for your OS, and, after uninstalling prior attempts, re-install with the updated drivers.

I'm very please with my 5370.

TwoRails

PS: Don't forget to check HP's online help. It can be very helpful... and if it isn't, you can email tech support. They usually get back to you in a couple of days -- sometime with good news, sometimes not...

[Confused]

No resolution here, just my own experience. I agree with Casey, great build quality but their software/driver/installation needs some serious fixes. I have a 712C printer and a 4200C scanner (USB). Printer gives a spool 32 error on first print after a boot every time. Nothing wrong with printed document and no more errors till next boot. After messing around HP site more than I care to admit, I live with it. Plus I ran the XP compatability test and it says the 712 isn't compatable.

Scanner green ready light hasn't been on since I installed ZoneAlarm and Nortons AV, just a yellow light. Sometimes on first scan, it reports scanner cain't be found. Just start scan again and it works fine. Sometimes scan light goes out after a scan, other times I have to run Hplampc utility I downloaded from HP site. Few other problems but this is enough for me to reconsider my peripheral choices in the future.
Chas

[Mike Hawthorne]

I'm back to finish off this story!

No one was able to get their scanner to work! Even after complete removal and restoration of Windows.

In the mean time I got a new Dell computer with Windows XP.
Of course my Scsi scanner wouldn't work with the old drivers so off I went to the HP web site.

Surprise; they plainly state that they don't have drivers to make my scanner run in Windows XP and have no intention of doing so.

I did the only thing I could I went and bought a new Epson scanner.
One of my friends mentioned above who can’t get his scanner to reinstall also went and bought a new Epson scanner no problems getting it to work.

I think the other two are going to get Epson scanners as well.

Except for mine none of these scanner was more then two years old.

Doesn’t HP know that they are driving their customers away?
I used to buy nothing but HP, now I have both Epson scanner and printer.

I could go into details about the problems I and my friends have had with HP support but there isn’t enough space.

Mike

[PMich]

Mike,
I wouldn't mind taking a shot at getting one or more of those to work if they could be had for the right price. Nothing like some good old fashioned peripheral troubleshooting to relax me.

PMich

[framerw47]

Confused: I have an HP 812C printer that gives a "spool 32 error" fairly regularly in 98SE but has never given one in XP for some reason. I, too, have learned to live with it.

Mike Hawthorne: Sorry that we can't come up with some solution to your scanner problems. Other than needing a reinstall about every 3 months or so, my 4200C has been working great for over 2 years. I just figured it was a USB problem as this was the only USB peripheral I had until I got the HP 318 camera this Christmas. With my scanner, though, all I have to do is uninstall through "add-remove" and insert the disc and click on the scanner install button. It works great for another 3 months or so. It's a little aggravating, but I've learned to live with this too. I was considering the 6200 series scanner for my next computer, but now, I guess I'll look at some more brands. I've been a big fan of HP since the 91c calculator back in the '70s, but with tech support going downhill, maybe it's time to move on.

[TwoRails]

maybe there is some help here:

http://search.hp.com/query.html?col=...spool+32+error