If using HP Director, verify that all icons are present. If the icons are not present, follow the document listed below.
If there are only two icons in the Director screen,
If all icons are in the director, perform the steps below to refresh the entries in the Windows Device Manager.
Right-click My Computer , click Properties to open the System Properties window, and then select the Device Manager tab.
Click the plus sign (+ ) next to Universal Serial Bus Controllers .
Click the USB Composite Device entry to highlight it, and then click Remove . If a screen appears to confirm the deletion, confirm the deletion.
Disconnect the USB cable to the All-in-One, wait for few seconds, and then reconnect the cable. This should restart Windows device detection (Plug and Play).
A New Hardware found screen may appear. Click Next through all of the screens that appear for the Wizard to install the USB Composite Device.
Click Finish once the wizard completes
*************if u still have the error try these steps:
Solution one: Verify that the Digital Imaging Monitor is running
The scanning function may not work properly if the Digital Imaging Monitor (DIM) is not running.
Look in the system tray next to the clock, to check whether the icon for the Digital Imaging Monitor (DIM) is present. If there is no DIM icon, restart the computer.
If the DIM is still not running, verify that it is not disabled or missing in the MSCONFIG file.
In Microsoft Windows 98, and ME, use the MSCONFIG utility to prevent TSR programs and services from starting.
NOTE: These steps do not apply to Windows 2000 because the MSCONFIG utility does not exist in Windows 2000.
Click Start and then click Run . The Run window opens.
In the Open box, type MSCONFIG and then click OK . The MSCONFIG utility window opens.
Click the Startup tab.
Verify that the HP Digital Imaging Monitor is selected. If it is already selected, go to Solution two.
Click Apply and then click Close .
NOTE: If an Access is denied message displays while making changes, click OK and continue. The message will not prevent you from making changes.
A message to restart the computer displays. Click Restart .
Try to scan after the computer restarts.
Solution two: Check the status of the scanning device with HP Director or Solution Center
Follow the steps below to use the HP software to determine the status of the scanning device.
Open HP Director or HP Solution Center.
Verify that the appropriate scanning device is listed in the Select Device box or that the appropriate tab is selected.
Determine which software is being used:
In HP Director, click Status .
In the HP Solution Center, click Settings , and then click Status .
If the device is working properly, the following message displays: Your HP XXXX XXXX series is ready .
If the device status displays Your HP XXX XXXX series is disconnected , then check whether there is another instance or another tab for the device with a copy number included such as HP Photosmart 3200 series copy 2 .
Select the second instance of the device and repeat steps 2 through 4.
Try using the scanning device.
If the status still shows disconnected, go to the next solution.
Solution three: Check the electrical connection to the scanning device
Verify that the scanning device is turned on and receiving electrical power. If the scanning device is not receiving electrical power, connect it to another electrical outlet. If the scanning device is receiving electrical power, follow these steps to reset the scanning device:
Disconnect the power cord from the scanning device.
Wait five seconds, then reconnect the power cord to the scanning device.
Solution four: Manually check the USB connection between the scanning device and the computer
Verify that the USB cable is properly connected to the scanning device. The USB icon on the cable faces when the cable is properly connected. If the cable is not properly connected to the scanning device, reconnect it properly and try the scanning device. If the scanning device works, do not go to the next step.
Perform one of the following tasks depending on how the scanning device is connected to the computer:
If the USB cable is connected to a USB hub or a docking station for a laptop, disconnect the cable from the hub or docking station and connect it directly to the computer.
If the USB cable is directly connected to the computer, plug it into another USB port on the computer.
Remove all other USB devices from the computer, except for the keyboard and the mouse.
There are many cable problems that can exist. If another USB cable is available, replace the USB cable.
If the USB cable is connected to a port on the back of the computer, connect it to a port on the front. If it is connected on the front, connect it to a port on the back.
Restart the computer.
After the computer restarts, try the scanning device. If the scanning device works and you changed the way it was connected to the computer in Step two, you can reconnect the scanning device to the USB hub or docking station and reconnect other USB devices to the computer.
If the scanning device does not work, go to the next solution.
Solution five: Try scanning without HP Imaging software
You can scan with the built-in feature of Windows operating system called Windows Image Acquisition (WIA). To perform a WIA scan, follow the steps below:
Verify that the scanning device is turned on and that the USB cable is properly connected.
Click Start .
Click Programs .
Click Accessories .
Click Imaging .
From the Imaging application, click File and then click Select Device .
Select the HP scanning device from the TWAIN source list.
Click File and then click Scan New .
Imaging for Windows will scan from the scanning device using TWAIN software instead of the HP software.
If you are not able to scan from WIA, go to the next solution.
Solution six: Check if ‘Lexbceserver’ service is started
If you have a Lexmark printer, Lexmark all-in-one, or Dell all-in-one, the 'Lexbces' service installed by any of these products can cause a scan communication error. Click here (c00849790 - in English) to resolve this error.
If the issue continues, go to the next solution.
Solution seven: Download and run the Scan Diagnostic utility
Follow the steps below to download the Scan Diagnostic utility from the HP website. This utility also resolves the No Scan options error message on the front panel in addition to fixing the communication error while scanning from the HP software.
The scan diagnostic utility checks the physical connection between the device and the computer and address the issues with the following components of the scanning software:
PML (Printer Management Language)
Yellow DOT4 entries
Scan Folder
Registry Mismatch
HP Digital Imaging Monitor
Multiple HP Digital Imaging Monitors
If an error condition is identified with any of these items, a red X is displayed next to the item. If there is no error condition, a green check mark is displayed next to the item. The utility is equipped with a Fix button to correct the error conditions.
Follow the steps below to download the utility from the HP website:
Log on to www.hp.com and click Software and driver downloads .
Type your product name and model number in the box provided and select the option Download drivers and software (and firmware) .
Select the operating system where you have installed the HP All-in-One software.
Go to the Utility section and download HP Scan diagnostic utility .
Try using the scanning device. If the issue is not resolved, go to the next solution.
Solution eight: Run unexpected internal error and communications failure patch
This patch resolves the An unexpected internal error has occurred error and other communication failures with the scanning device. Follow the steps below to download the patch from the HP website.
Log on to www.hp.com and click Software and driver downloads .
Type the HP All-in-One product or Scanjet product name and model number in the box provided and select the option Download drivers and software (and firmware) .
Select the operating system where you have installed the HP All-in-One or Scanjet software.
Go to the Patch section and download HP Image zone/photo and imaging unexpected internal error and communications failure patch .
Double click the patch to install it on the computer.
Try to use the scanning device. If the scanner does not work, go to the next solution.
Solution nine: Remove Lower filters Registry key
Step one: Back up the Windows Registry
Disconnect the USB cable from the all-in-one.
Click Start .
Click Run .
In the Open box, type regedit and then click OK to open the Registry Editor.
Click File and then click Export .
In the Save in menu, select Desktop .
In the File Name , type HPBackup .
In the Save as type menu, select Registration Files .
In the Export Range menu, select All .
Click Save .
Step two: Delete the Lower filters Registry key
Locate the following Registry key: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\ {6BDD1FC6-810F-11D0-BEC7-08002BE2092F}
Highlight {6BDD1FC6-810F-11D0-BEC7-08002BE2092F} and check in the pane on the right for the Lower Filters string value.
Right-click Lower filters and delete it.
Disconnect the scanning device and restart the computer.
Reconnect the device after the computer is restarted.
Try to scan from the HP software after the computer restarts.
NOTE: After removing the Lower filters value, if you notice lost functionality in a particular program, such as CD recording software, you may need to reinstall that software. If the problem reoccurs, consult with the software vendor for assistance.
Solution ten: Check the USB chipset and controller
Scan communication errors can occur because of compatibility issues with USB chipsets installed on the computer.
Solution eleven: Fully uninstall and reinstall the HP software
Step one: Disconnect and reset the HP All-in-One
Step two: Uninstall the software completely
Click Start , and then click Control Panel .
Click Add/Remove Programs . Remove all the items that are related to the HP scanning software.
A prompt displays on the computer to restart after removing some programs from the Add/Remove Programs list. Click the checkbox labeled Click here to restart later .
Remove the following from the Add/Remove Programs list if they are listed:
HP Imaging device functions
HP Document Viewer
HP Photosmart Essential
HP Image Zone
HP Photo and imaging gallery
HP Photosmart, Officejet, Deskjet, (with product name and software version number)
HP Software update
HP Share to web
HP Solution Center
HP Director
HP Memories Disk
Greeting Card Creator 32
NOTE: Do not remove any items other than those mentioned above if the computer is manufactured by HP or Compaq.
Go to C:\Program Files\HP or Hewlett-Packard (for some older products) and delete the folder Digital Imaging .
Go to C:\WINDOWS and rename the twain_32 folder to twain_32 old .
Step three: Turn off programs that run in the background
When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities such as the anti-virus software but are not required for the computer to function. Occasionally, TSR's prevent the printer software from loading so that it does not install properly.
In Microsoft Windows XP, use the MSCONFIG utility to prevent TSR programs and services from starting up.
From the Windows Desktop, click Start , then click Run . The Run window will open.
In the Open box, type MSCONFIG and then click OK . The MSCONFIG utility window will open.
Click the General tab.
Click Selective Startup .
If there is a check mark next to Load Startup items, click the check mark to remove it.
Click the Services tab and place a check mark in the Hide All Microsoft Services box.
Click Disable all .
Click Apply , then Close .
NOTE: If you see a message Access is denied while making changes, click OK and continue. The message will not prevent you from making changes although it implies that it will.
Click Restart to apply the changes to the computer during the next restart.
After the computer is restarted and comes back to the desktop screen, the message You’ve used system configuration utility to make changes to the way windows starts will display. Click the check box next to Do not show this message again .
Step four: Clear temporary files and folders by running the Disk Cleanup utility
Follow the instructions to clear temporary files and folders:
To start the Disk Cleanup utility, click Start , point to Programs , Accessories , click System Tools , and then click Disk Cleanup .
The Disk Cleanup analyzes the hard drive and then presents a report with a list of options with check boxes next to them. Select the appropriate check boxes to remove the unnecessary components. The Disk Cleanup utility frees hard disk space on your computer by doing the following:
Deleting temporary Internet files
Deleting downloaded program files
Emptying the Recycle Bin
Deleting files from your temporary folder
Deleting files created by other Windows tools
Removing optional Windows components that you do not use
After selecting the components to remove, click OK .
Step five: Remove Registry keys
Follow the instructions below to back-up the Windows Registry and then remove the Registry keys.
CAUTION: Changing the Registry incorrectly could cause your computer to stop working. Perform these steps exactly as directed. Be sure you back up the Registry before making any changes.
Back-up the Windows Registry
Use the following steps to create a backup of the Windows Registry so that it can be restored if needed.
Disconnect the USB cable from the All-in-One.
Click Start .
Click Run .
In the Open box, type regedit , and then click OK to open the Registry Editor.
Click File and then click Export .
In the Save in menu, select Desktop .
In the File Name box, type HPBackup .
In the Save as Type menu, select Registration Files .
In the Export Range menu, select All .
Click Save .
NOTE: The exported Registry file is saved on the Desktop.
Remove the Registry keys
Click the plus sign (+ ) next to HKEY_LOCAL_MACHINE.
Click the plus sign (+ ) next to SOFTWARE.
Click the plus sign (+ ) next to Hewlett-Packard.
If a Digital Imaging key is present in the list displayed below Hewlett-Packard, click the plus (+ ) sign next to it.
Right-click all keys named after the scanning device in use (for example, HP ScanJet 4070c or HP Photosmart C4100) and then click Delete . Click Yes to confirm the key deletion.
If a Memories Disc key is present in the list displayed below Hewlett-Packard, right-click the Memories Disc key, then click Delete . Click Yes to confirm the key deletion.
If a ScanJet key is present in the list displayed below Hewlett-Packard, click the plus (+ ) sign next to it.
Right-click all keys named after the scanning device in use (for example, HP ScanJet 4070c or HP Photosmart C4100) and then click Delete . Click Yes to confirm the key deletion.
Step six: Install the product software
If the product software CD is still in the computer CD drive, remove it and re-insert it in the CD drive. The software installation will start automatically.
If the software installation does not start automatically, click Start and then click Run . The Run window opens.
In the Open box, type D:\setup.exe , where "D" is the letter of the CD-ROM drive.
Follow the on-screen instructions to complete the software installation.
Try scanning after installation is complete. If you are able to scan, then go to Step seven to enable startup items.
If you are still not able to scan, then go to Step seven to enable Startup items and then go to Solution twelve.
Step seven : Use the MSCONFIG utility to enable the startup software
Click Start and then click Run . The Run window opens.
In the Open box, type msconfig and click OK . The MSCONFIG utility window will open.
If you want to disable some of the Startup items and non-Microsoft services, leave the programs unchecked that you want to disable and check the boxes for the rest of the programs.
If you don’t want to make any changes to Startup Programs and Services, click the General tab and select Normal Startup to automatically enable all features the next time the computer is started.
Click Apply and then click Close .
Click Restart to apply the changes the next time the computer is started.
Solution twelve: Contact the manufacturer of the computer to check for BIOS or driver updates
You can solve many USB problems by updating the BIOS setup software for the computer. Contact the manufacturer of the computer to determine if a BIOS update is available and to determine if the manufacturer knows of any USB issues.