K
kenpehl-groupmailremovethis
If I am not in the correct forum for this topic please direct me to
the appropriate forum.
I am trying to install my HP ScanJet 5300cxi scanner into my newly
upgraded computer system.
I have contacted HP support for help resolving the installation issues
outlined below. They are now referring me to Microsoft for support as
(quote) the issue which you are experiencing is totally related to
your operating system. The operating system is not recognizing the
drivers. We do not have expertise in troubleshooting Windows. Please
contact Microsoft about this issue as this is beyond our support
boundaries. (end quote).
I can supply the emails to and from me on the subject, if needed.
Basically they started by advising to uninstall their software and
reinstall under a clean boot and to add an upgrade patch from the HP
web site. .
I only today registered the Windows XP Professional software - I was
hesitating doing so as I had wanted ALL hardware to be installed and
working before registering as I heard some horror stories of future
problems if the hardware does not match in the initial installation
hardware (perhaps urban legends but rather be safe than sorry later).
But I was also running low on the time left to register my operating
system software.
The system is a self built Pentium 4 - 2.8Ghz with 1Gb of RAM using an
MSI Nvidia-based video card (256mb video RAM) and an 80GB hard drive
with an Epson C86 USB printer. The operating system is WinXP
Professional. The operating system was installed fresh - NOT an
upgrade installation. I can supply more specifics on the equipment
if needed.
So far everything concerning the hardware has been working well except
the scanner driver and HP software installation. The entire system
works like a charm so far except for this one problem. It is with
great disappointment the scanner software installation is going so
poorly.
The scanner had previously been used on an older AMD based system and
had worked flawlessly for a number of years. Therefore I do not
believe the scanner itself is flawed. I hate to think I have to spend
on another scanner just for this incompatibility reason.
I had a friend use a broad-band Internet connection download the
latest WinXP version of the HP Precision Scan software (version 3.04).
So we do have the latest and correct o/s version of the Precision
software. This version is expressly intended for WinXP according to
the HP web site.
During the installation of the SJ664.exe software, errors never appear
nor any other indication of problems as it is installing. However,
when the time comes to power the system back on, after physically
hooking up the scanner, the problems begin.
Upon powering back up again, Windows XP gives an indication the
hardware has been detected, but shows an error message best shown in a
screen capture. I can provide those if needed.
The error message reads: "5300C Windows XP Driver Update has
encountered an error and needs to close" with two option to either
send a report or to not send a report. To see what data is contained
in the report I use the link provided in this error box and that
screen shows: "Error signature App name of Update.exe" and makes
reference to a file named msvcrt.dll. There is also a report
generated in a temp folder. I have retrieved for perusal if needed.
I can supply these screen shots and files as attachments, if needed
for troubleshooting.
I have followed the advise on the HP web site for most of the
suggestion given. Specifically I have tried the advise given in the
HP documents - #1) "USB Scanner Initialization and related
communications Errors Messages" and #2) "Resolving USB Scanner
Initialization and related communications errors."
I have also uninstalled and reinstalled the software (several times) -
using the both the conventional method and also safe mode for
installation.
Trying the Precision Scan software states an error - "scanner is not
connected" (in fact it is electrically connected). The SAME USB ports
are working and functional with other devices (ie, flash drives, etc).
As stated above I contacted HP support for help resolving the
installation issues outlined. However, the issues still remain with
the scanner remaining unrecognized.
Does anyone have any suggestions on how to resolve this problem?
I hesitate to give Microsoft a $35 incident fee if the bottom line
answer is this hardware is not compatible with WinXP Pro. I fear it
may be although the HP web site suggests the hardware does indeed work
with WinXP (but does not indicate if that means only Home Edtion).
Let me know if you need to see some of the screen shots or any other
details I may not have made clear.
Any assistance would be appreciated.
Regards,
Ken Pehl
Central Texas
the appropriate forum.
I am trying to install my HP ScanJet 5300cxi scanner into my newly
upgraded computer system.
I have contacted HP support for help resolving the installation issues
outlined below. They are now referring me to Microsoft for support as
(quote) the issue which you are experiencing is totally related to
your operating system. The operating system is not recognizing the
drivers. We do not have expertise in troubleshooting Windows. Please
contact Microsoft about this issue as this is beyond our support
boundaries. (end quote).
I can supply the emails to and from me on the subject, if needed.
Basically they started by advising to uninstall their software and
reinstall under a clean boot and to add an upgrade patch from the HP
web site. .
I only today registered the Windows XP Professional software - I was
hesitating doing so as I had wanted ALL hardware to be installed and
working before registering as I heard some horror stories of future
problems if the hardware does not match in the initial installation
hardware (perhaps urban legends but rather be safe than sorry later).
But I was also running low on the time left to register my operating
system software.
The system is a self built Pentium 4 - 2.8Ghz with 1Gb of RAM using an
MSI Nvidia-based video card (256mb video RAM) and an 80GB hard drive
with an Epson C86 USB printer. The operating system is WinXP
Professional. The operating system was installed fresh - NOT an
upgrade installation. I can supply more specifics on the equipment
if needed.
So far everything concerning the hardware has been working well except
the scanner driver and HP software installation. The entire system
works like a charm so far except for this one problem. It is with
great disappointment the scanner software installation is going so
poorly.
The scanner had previously been used on an older AMD based system and
had worked flawlessly for a number of years. Therefore I do not
believe the scanner itself is flawed. I hate to think I have to spend
on another scanner just for this incompatibility reason.
I had a friend use a broad-band Internet connection download the
latest WinXP version of the HP Precision Scan software (version 3.04).
So we do have the latest and correct o/s version of the Precision
software. This version is expressly intended for WinXP according to
the HP web site.
During the installation of the SJ664.exe software, errors never appear
nor any other indication of problems as it is installing. However,
when the time comes to power the system back on, after physically
hooking up the scanner, the problems begin.
Upon powering back up again, Windows XP gives an indication the
hardware has been detected, but shows an error message best shown in a
screen capture. I can provide those if needed.
The error message reads: "5300C Windows XP Driver Update has
encountered an error and needs to close" with two option to either
send a report or to not send a report. To see what data is contained
in the report I use the link provided in this error box and that
screen shows: "Error signature App name of Update.exe" and makes
reference to a file named msvcrt.dll. There is also a report
generated in a temp folder. I have retrieved for perusal if needed.
I can supply these screen shots and files as attachments, if needed
for troubleshooting.
I have followed the advise on the HP web site for most of the
suggestion given. Specifically I have tried the advise given in the
HP documents - #1) "USB Scanner Initialization and related
communications Errors Messages" and #2) "Resolving USB Scanner
Initialization and related communications errors."
I have also uninstalled and reinstalled the software (several times) -
using the both the conventional method and also safe mode for
installation.
Trying the Precision Scan software states an error - "scanner is not
connected" (in fact it is electrically connected). The SAME USB ports
are working and functional with other devices (ie, flash drives, etc).
As stated above I contacted HP support for help resolving the
installation issues outlined. However, the issues still remain with
the scanner remaining unrecognized.
Does anyone have any suggestions on how to resolve this problem?
I hesitate to give Microsoft a $35 incident fee if the bottom line
answer is this hardware is not compatible with WinXP Pro. I fear it
may be although the HP web site suggests the hardware does indeed work
with WinXP (but does not indicate if that means only Home Edtion).
Let me know if you need to see some of the screen shots or any other
details I may not have made clear.
Any assistance would be appreciated.
Regards,
Ken Pehl
Central Texas