Preliminary Troubleshooting

Preliminary troubleshooting

These preliminary troubleshooting steps help to determine if the product(scanner) is functional. The steps are essential in determining if the device is properly connected and powered-up.

1.  Print a Configuration Page from the product's control panel.

a.  Press menu/enter .

b.  Use the or the button to select Reports, and then press menu/enter.

c.  Use the or the button to select Config report, and then press menu/enter .

The printer exits the menu settings and prints the report.

2.  Print a Test Page from the HP LaserJet AiO Printer Properties .

a.  Select Start , Printers and Faxes from the Windows desktop.

b.  Right-click the printer icon and select Properties .

c.  On the General tab , select Print Test Page .

3.  Use the test page printed in Step 2 above to verify the device is connected via a DOT4 port (when connected directly to a computer). If it is not, switch to a DOT4 port.

a.  From the Printer Properties , select the Ports tab and verify that DOT4 is checked.

b.  If the printer is not set to the DOT4 port, switch it.

The DOT4 port is created via Plug-n-Play for both parallel and USB installations. If the the DOT4 port is not present, the printer may have been installed via the AddPrinter Wizard rather than via Plug-n-Play .

Run the installer to install the product software ( c00063833 ). If the software does not install:

c.  Disconnect the device, run Scrubber , (see Scrubber documentation for details, c00143996 .)

d.  Install the device via the "hardware first" method.

e.  Search for the files hp3aiop6.inf and hp3aiop6.pnf and delete them before reconnecting the device (typically located in the %windir%\inf directory).

f.  The Found New Hardware Wizard may appear more than once. If asked for a file location, browse to the product CD.

After reinstalling, go back to Step 1 and begin the troubleshooting sequence again.

If a DOT4 port cannot be established, please contact HP Support by phone for additional assistance.

Direct connect troubleshooting

Direct connect only: Testing TWAIN Scanning will be performed in this section.

1.  Open the Windows Imaging folder by clicking Start , Programs , Accessories , Imaging .

2.  Select File , Select Device , and verify that the HP LaserJet AiO TWAIN source is installed.

3.  Highlight the HP LaserJet AiO TWAIN source, then click File , then Acquire Image to initiate a scan (Make sure to put paper in the scanner before performing this step.). If the icon is not present, the scanner did not install correctly via Plug-n-Play. If this step works correctly, proceed to the HP LaserJet Scan Application Shortcut section in this document, otherwise continue with the troubleshooting steps below. If no errors occur, proceed to the Check Scanner Port section.

o  If the error "The HP LaserJet Imaging device could not be initialized" appears, follow the steps below.

1.  Configure the device to use a static (not DHCP) address. Make sure the computer and device have the same subnet mask.

2.  Use the Fix Scan Utility to set the address used by the scanning software.

NOTE: / The Fix Scan Utility may be used to reset the IP address used by the scanning software, or to configure the device to use a static (not DHCP) IP address. Make sure that the computer and the device have the same subnet mask when connected via a network.

o  If the error "Unable to communicate with HP scanning software" appears, follow the steps below.

1.  Close the error message window and Imaging window. The scanning components may have been deleted. These components (including the uninstaller) will be re-installed in the following steps.

2.  From Start , Run , type cmd to open a Command Prompt window. Type each of the following at the command line where X represents the CD drive letter.

a.  msiexec -fa X:\setup\QFolder\QFolder.msi

b.  msiexec -fa X:\setup\scan\scan.msi

c.  msiexec -fa X:\setup\LaserAIO\LaserAIO.msi

d.  X:\setup\hpzprl01.exe -m PreloadICEEngineToGUIDFolder -datfile X:\autorun.inf (All on one line after the command prompt.)

3.  Try again to scan from Imaging . If no errors occur, proceed to the Check Scanner Port section.

o  If the error "A feature on the CD-ROM is not available" appears, follow the steps below (This is most likely to occur if the scanning components have been deleted.).

1.  Insert the product CD and Browse... to the Setup\Scan\Scan.msi file on the CD.

2.  Open a DOS Command Prompt window and type the following command to restore the uninstaller (X represents the CD drive letter)

X:\setup\hpzprl01.exe -m PreloadICEEngineToGUIDFolder -datfile X:\autorun.inf

NOTE: / Direct connect only: Do not proceed to the following steps until able to scan from Imaging .

Check scanner port

Check the scanner port value as follows:

1.  Open the Scanners and Cameras folder by selecting Start , Settings , Control Panel , Scanners , and then Cameras . Click the Properties button.

The Scanner port value needs to match the Printer port value. Auto is expected for a network installation, Auto or DOT4 will work for a direct connect.

2.  If the ports do not match, run the Fix Scan Utility .

NOTE: / Direct connect only: Do not proceed to the following steps until able to scan from Imaging .

HP LaserJet scan application shortcut

Steps for scan shortcut troubleshooting are provided in this section.

1.  A Scan icon should appear in the folder Start\All Programs\Hewlett-Packard\hp LaserJet . If it does not, the HP Scan application is not installed or did not install properly. Re-install the software.

2.  Click Scan to open the HP LaserJet Scan window to initiate a scan.

If the window does not open, gather information and report the issue to HP Support.

3.  Select Save it to a file in the Where should the data go pull-down list.

4.  Press Scan .

5.  Enter a filename and press Save to begin the scan. (Make sure paper is loaded in the scanner before pressing Save .)

If the following messages appears, follow the steps below:

·  Troubleshooting the error, "The software encountered some errors."

1.  Close the error message window.

2.  Right-click Start\All Programs\Hewlett-Packard\hp LaserJet \Scan and select Properties .

3.  Select Find Target... .

4.  Double-click hppscan2.exe .

5.  Select Save it to a file in the Where should the data go pull-down list.

6.  Press Scan .

7.  Specify a file name and press Save to begin the scan. (Make sure paper is loaded in the scanner before pressing Save .)

If a message, "The software encountered some errors." appears, gather information using the FileToEmail utility and contact HP Support.

8. 

NOTE: / If a message, "The software encountered some errors " appears, contact HP Support to obtain the FiletoEmail Utility. An HP Support Technician may provide this utility should normal troubleshooting steps fail to fix specific issues.

9.  A Select Source window should appear with a list of possible TWAIN data sources (Figure 1).

10.  Figure1:TWAIN Select Source window

11. 

12.  If the window does not appear:

a.  Right-click Start\All Programs\Hewlett-Packard\hp LaserJet \Scan .

b.  Select Properties .

c.  Remove the TWAIN source from the Target field (for example, /TwainSrc "hp LaserJet 3380 TWAIN" ).

d.  Attempt the scan again starting at Step 1 above.

13.  Select one of the TWAIN sources and attempt to scan again. If the scan is not successful, try a different source until one is successful.

14.  Note the name of the successful TWAIN data source.

15.  Right-click Start\All Programs\Hewlett-Packard\hp LaserJet \Scan and select Properties .

16.  Update the TWAIN source in the Target field with the name of the TWAIN data source that successfully scanned (for example, /TwainSrc "hp LaserJet 3380 TWAIN" ). Do not include the "1.0 (32-32)" .

HP LaserJet Fix Scan Utility

The HP LaserJet Fix Scan Utility addresses the issues listed below.

·  Can't Communicate

·  Device Not Connected

·  hp Imaging Device Could Not Be Initialized

Messages when scanning are due to the scanner port being set incorrectly or the IP Address being changed in a network environment.

To obtain the Fix Scan Utility:

1.  Browse to the HP Website, www.hp.com .

2.  Click Driver Downloads .

3.  Enter the name of the product (e.g. LaserJet 3380).

4.  Select an operating system (e.g. MIcrosoft Windows XP).

5.  Scroll to the Utility section, and select hp LaserJet 3015/3020/3030/3380 Fix Scan Utility .

6.  Click Download .

7.  Download into a temporary or default directory on your PC. Note the directory and path where the file has been saved.

8.  Run the utility by clicking Start then Run . Select Browse and find the directory where the file has been saved. Double-click on the file lj30xx_3380fixscan-en.exe to start the utility.

The utility works best when the IP Address of the Jetdirect Print Server is set to Static instead of DHCP . If it is not set to Static , this utility will need to be run every time the IP Address changes.

This utility re-directs the scanning software to a new port or network address specified by the user.

NOTE: / The FileToEmail utility is a proprietary utility designed to gather specific information related to the state of the computer and HP software when an error occurs. It is not used as part of the normal troubleshooting process. An HP Support Technician may provide this utility should normal troubleshooting steps fail to fix specific issues.