Imaging device stopped working

Question

I have a Dell Dimension 4500 running Windows XP and have been using an HP laserjet 3030 multifunction printer for the last couple of months. Everything was working fine until today when the imaging device (both the scanner and the fax scanner) stopped working. I have spent 6 hours on the phone with HP tech support with no solution! Perhaps something has going wrong with my system setup. If anyone has had this problem before or has ideas on how to solve it, I am desperate!

When I go to scan, I get the following error message : "The HP imaging device could not be initialized. An error has occurred communicating with the device." The printer and copier work fine, so we know it is connected properly and the hardware is working.

If I go into the scanner icon and right click to get properties, it tells me they are unavailable. Also, in device manager, only the IEEE compatible printer appears, but the tech told me there should be a second IEEE device.

Again, everything was working fine until today.

Here is what I have tried:
- did an uninstall and full reinstall with tech support on the line to make sure it was done right.
- ran HP's fixscan program
- downloaded the HP software update
- unplugged the USB and ran the automatic Hardware Device Installation wizard run (3 times)
- manually reinstalled the scanner component
- more stuff I can't even remember
- no software conflicts appear in the device manager

Nothing has worked

fireberd · Answer

With everything you've done and the fact the printer works OK, I would suspect a problem in the HP unit.

The same I/O interface (connection to the PC) is used for both the printer and the scanner functions.

However, since the fax (scanner) portion also quite working would also suggest there is a problem in the unit. From what I find on the HP support site about this unit, it appears the fax portion is built into the unit and you connect a telephone line to the unit for faxing. The computer has nothing to do with the "standalone" faxing operations, that's strictly a function of the HP unit, you should be able to disconnect it from the PC and still send/receive faxes.

dra03 · Answer

Sorry, should have been more specific. The standalone fax is working. It's when I go through my fax software (either the HP toolbox or Symantec Winfax) that I get the error message.

So should I assume it is a software problem then?

The tech was reluctant to guide me through checking my registry files but yesterday I decided to revert my system back to where it was the last time i was able to use the fax software. This did not work either.

He suggested I try a IEEE parallel cable and that might find stuff the usb cable isn't finding. Before i spend 30 bucks or so, would like to hear opinions on whether that's worth a try. Do I have a right to demand that HP fix this problem for me since the machine is still under warranty? I feel like if 2 of the 5 components of my multifunction are not working, it defeats the whole purpose of buying this machine.

Thanks

fireberd · Answer

The first issue is trying to decide where the problem is. In the unit, in the interface cable (which I doubt since the printer portion works). in the HP software/drivers or in the Operating System. Unfortunately it's up to the customer to try and figure out what portion has the problem. Vendors are all prone to fingerpointing that "it's not my problem".

I wouldn't think a parallel (printer port) cable would help the situation, other than it uses different hardware within the HP unit and the PC. You don't need a $30 cable, you should be able to get a decent quality bi-directional cable for under $15 if you decide to try that. Actually, I've found HP units work better and more reliable with USB than they do with Printer port interfaces.

One thing you can try, if you have a friend that is willing to assist, is to install the unit on their PC and see if everything works. If it does, then you know it's an issue with your PC, but if it doesn't work with someone elses PC, you've isolated it down to the HP unit. That at least gives you a start on problem isolation and resolution.

If it comes back to your PC, I'm not sure exactly how you were uninstalling/reinstalling the unit and software, but the correct procedure is to uninstall the HP software/drivers and the HP printer/scanner, disconnect it from the PC, restart Windows and then start a new installation, but DO NOT connect the unit to the PC until the installation program tells you to connect it.

If that doesn't work, the next step, I would take, is to uninstall the HP software/hardware, physically disconnect it from the PC, then do a Windows XP "repair" function on the Operating System. Once the Repair is done (which should repair any corrupted Windows files and/or replace any missing files) then try the install again.

bobh621 · Answer

Have you tried uninstalling and reinstalling the Digital Imaging folder?

dra03 · Answer

No. How do I do that?

bobh621 · Answer

Step 1: Delete the Digital Imaging folder

1. Double-click the My Computer icon. The My Computer window will open.

2. Double-click the C: drive. The C: drive will expand.

3. Double-click the Program Files folder. The Program Files folder will expand.

4. Double-click the Hewlett-Packard folder. The Hewlett-Packard folder will expand.

5. Right-click the Digital Imaging folder and select Delete.

6. Close all open windows.

Step 2: Uninstall and reinstall the HP Photo and Imaging software.

1. Disconnect the USB cable from the scanner.

2. Open the Control Panel. Click Start and then Control Panel. The Control Panel window will open.

3. Double-cclick Add/Remove Programs. The Add/Remove Programs window will open.

4. Click on the HP Photo and Imaging progam to highlight it.

5. Click Remove. Follow prompts to fully remove the scanning sofrware.

6. Restart the computer. Click Start, Turn off computer, and then select Restart.

7. Reinstall the scanning software.

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Imaging device stopped working

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