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HP Photosmart 2710 All-in-One Printer support

'Scan cannot be performed because another program or computer is using the networked device' Message Displays on the Computer in Windows XP and Vista When Scanning Over a Network

  • PrintPrint

Issue

The error message 'Scan cannot be performed because another program or computer is using the networked device ' displays on the computer. This error occurs when you try to scan on a product connected to a network in Windows XP and Windows Vista.
NOTE:The solutions in this document are specific to networked products. If your product is connected via a USB cable, this document does not address the issue.

Before you begin troubleshooting

Before you begin working through the solutions, try each of these options:
    To make sure that the product hardware is functioning correctly, use the product to make a photocopy. If you cannot make a copy, this document will not help resolve the issue. Search the HP Web site for a document covering the error message that displays on the computer while copying.
    Some of the following solutions require you to restart the computer. Consider bookmarking this page in your Web browser, so that you can return to it after restarting the computer.
Click the plus sign () for more information.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Solution one: Download a tool to resolve the issue automatically

Image: Print and Scan Doctor iconHP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: HP Print and Scan Doctor .

HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP product.
Following are some common problems that the Print and Scan Doctor can resolve easily:

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)
The Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
  • Connectivity :
    • USB: Verifies that the USB connection from your computer to the HP product is working correctly.
    • Network: Verifies that the network connection between your computer and your network is working correctly.
  • Device Status Test : Checks for device errors such as out of paper, paper jams, carriage stalls, and paper feed issues, and then provides instructions for fixing the error.
  • Driver Check : Checks for missing or corrupt driver files.
  • Device Manager : Checks for problems in Device Manager that would prevent printing.
  • Device Online : Checks if the product has been paused or set to offline, and then sets the status back to online if necessary.
  • Print Queue : Checks for and clears pending print jobs in the print queue (a log of print jobs waiting to print).
  • Port Match : Checks the port settings for the HP product.
  • Device Conflicts : Checks for conflicts with other drivers, such as other printer brands.
  • Ink Issues : Checks the cartridges and ink levels for issues that affect print quality.
  • Print Settings : Checks and adjusts the print quality settings.
  • Test Print : Prints a test page for print quality evaluation, and provides options for cleaning and aligning the printhead if necessary.
  • Scan Tests : Checks the scan mechanism, drivers, and registry entries.
You can also click the Printer menu to find the additional features such as cleaning printheads, aligning printheads, checking ink levels, and viewing advanced printer data for your selected printer.
Follow these steps in the order presented to resolve the issue.

Step one: Download the tool

NOTE:The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step two: Run the tool

  1. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.

Step three: Resolve diagnosed scanning problems

  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.

Step four: Try the scan again

Try scanning again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Make sure that others on the network are not trying to scan

Follow these steps to log off all other users on the network before logging in to scan.
NOTE:If you are using fast user switching, or other users have access to the same computer, another user might have control of the product.

Step one: Log off all other users on the network before logging in to scan

  1. On the Windows task bar, click Start ( ), and then click Log Off .
  2. Click Log Off for each user who is logged on.
  3. Log on by following the prompt to press Ctrl+Alt+Delete to begin . Enter your User name and Password , and then click OK .

Step two: Close any open scan settings windows

  1. Look for any open scan settings windows hidden behind other open applications on your computer by closing or minimizing the open application windows on your screen.
  2. Either finish the scan, or click the Close icon ( ) on the upper-right corner of your screen for each open scan settings window.

Step three: Try the scan again

Try scanning again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Restart the router, the All-in-One, and the computer

  1. Press the Power button ( ) to turn off the product.
  2. Turn off the computer:
    1. Save your work in each open application, and then click the Close icon ( ) on the upper-right corner of your screen to close each open application.
    2. On the Windows taskbar, click Start ( ), and then click Shut Down ( ).
    3. From the What do you want the computer to do? drop-down list, click Shut Down , and then click OK .
  3. Turn off the network router, if your product is connected to one.
  4. Wait 15 seconds.
  5. Turn on the router.
  6. Press the Power button ( ) to turn on the product.
  7. Press the Power button on the computer to turn it back on.
  8. Try scanning again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Disable the Windows Firewall

Follow these steps to disable the Windows firewall on your computer, and then try scanning again.

Step one: Disable the Windows firewall

  1. Disconnect the Ethernet cable from the access point
    router
    , modem, or gateway to remove the computer's connection to the internet.
  2. On the Windows taskbar, click Start ( ), and then click Control Panel . The Control Panel opens.
  3. Double-click Security Center ( ). Windows Security Center opens in a new window.
  4. Click Windows Firewall ( ). The Windows Firewall Settings dialog box opens.
  5. From the General tab, select Off (not recommended) ( ), and then click OK .

Step two: Try the scan again

  • If you are able to scan after disabling the Windows firewall, you need to set up the Windows firewall for scanning with HP software. Continue to the next step to set up the firewall.
  • If you are unable to scan after disabling the Windows firewall, continue to the next solution.

Step three: Set up the Windows firewall

Use the following instructions to set up the Windows firewall to allow HP programs on the network.
Unblock HP programs
Follow the steps below to unblock HP programs so that the HP printer is allowed through the Windows firewall.
  1. On the computer, open the Bin folder.
    1. Click Start , and then click Search .
    2. In the search box, type C:\Program Files\HP\Digital Imaging\Bin , and then press Enter . The Bin folder opens.
  2. Make a note of or copy the file path for each of the following programs. The file paths look similar to this example: C:\windows\system32\hpzipm12.exe .
    • hpoews01.exe
    • hpofxm08.exe
    • hposid01.exe
    • hpqkygrp.exe
    • hpqste08.exe
    • hpqtra08.exe
    • hposfx08.exe
    • If the HP software installed on the computer is version 10.0 or newer, find the hpiscnapp.exe file.
    • If the HP software installed on the computer is version 9.0 or older, find the hpqscnvw.exe file.
  3. Open the C:\windows\system32 folder, and then find and make a note of or copy the file path for each of the following programs:
    • hpzwiz01.exe
    • hpznui01.exe
  4. Open the Windows firewall software.
    1. Click the Start button, and then click Control Panel .
    2. Double-click Security Center . Windows Security Center opens in a new window.
    3. Click Windows Firewall .
  5. Make sure that each of the programs displays in the list of exceptions or trusted or allowed programs. If any of the programs do not appear in the list of trusted or allowed programs, add the missing programs to the list manually. To add a program:
    1. Click the Exceptions tab, and then click Add Program .
      • If the program that you want to add to the exceptions list appears in Programs, click the program, and then click OK .
      • If the program that you want to add to the exceptions list does not appear in Programs, click Browse , find the executable (.exe) file or command (.com) file for the program that you want to add to the exceptions list, click Open , and then click OK .
  6. Click OK to save the changes to the trusted or allowed program list.
Unblock related ports
This step describes how to unblock Internet ports related to the product.
Each rule opens one port, so a rule needs to be created for each of the following ports:
  • UDP 427 (inbound)
  • TCP 9220 (outbound)
  • UDP 161 (outbound)
  • UDP 427 (outbound)
  • TCP 9500 (outbound)
  • TCP 9290 (outbound)
  • TCP & UDP 139 (outbound)
  • TCP 9100 (outbound)
NOTE:Each port name consists of a protocol (either UDP or TCP), a number, and a connection type (either inbound or outbound). Each piece of this information is used in creating the rule to open the port.
Follow these steps to unblock the ports by creating new rules in the Windows firewall.
  1. Open the Windows firewall software.
    1. Click the Start button, and then click Control Panel .
    2. Click Windows Firewall .
  2. Click the Exceptions tab, and then click Add Port .
  3. In Name , type a name for the port exception. This name will appear in the exceptions list.
  4. In Port number , type the number of the port that you want to add to the exceptions list.
  5. Click either TCP or UDP , depending on the type of traffic the port handles, and then click OK .
  6. Try the scan again.
  • If these steps resolved the issue , reconnect your computer to the internet. You do not need to continue troubleshooting.
  • If these steps did not resolve the issue , continue to the next solution.

Solution five: Disable any third-party firewalls

Step one: Disable any third-party firewalls

  1. Look in the lower-right corner of the computer (notification area) to find the icon representing the third-party software.
    NOTE:The appearance of the icon varies depending on the manufacturer of the software.
    Figure 1: The notification area on the computer
    Common third-party firewall vendors and icons
    Norton Internet SecurityMcAfee 9.0BlackICE (XP only)Outpost Pro 6.0 Trend Micro Internet Security ProZoneAlarm Security Suite
  2. Right-click the icon for the third-party software, and then click Disable .
    NOTE:The option to disable the software might not be called "Disable ." Look for a similar menu option, such as Stop or Turn off .

Step two: Try the scan again

Try scanning again to see if the issue is resolved.
  • If you are able to scan after disabling the Windows firewall, you need to set up the third-party firewall for scanning with HP software. Continue to step three to set up the firewall.
  • If you are unable to scan after disabling the third-party firewall, re-enable the firewall and then continue to the next solution.

Step three: Set up the third-party firewall

NOTE:Consider bookmarking this page on your web browser so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 2: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click Enable . If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable .' Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and then click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.
Reconnect your computer to the internet, and then try to scan again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution six: Set a static IP address

The Dynamic Host Configuration Protocol (DHCP) service provided by the router might change the Internet Protocol (IP) address to the HP product, which interferes with network installation. An IP address uniquely identifies the product on the network.
Follow these steps to assign an unchanging IP address to the product through the Embedded Web Server (EWS).
NOTE:An EWS is an interface, like a web page, that allows you to view product status information, change settings, and manage the product from your computer.
  1. Open a new web browser window.
  2. Type the URL for the Embedded Web Server as it appears on the test page in the address window of the web browser.
    NOTE:Make sure that you type the URL into the web browser address window. If you type it into a tool bar search box by mistake, the EWS will not open.
    Figure 3: Example of an IP address in a web browser address window
    Image: Example of an IP address in a web browser address window.
  3. Press Enter . The EWS opens.
  4. Click the Network , Wired (802.3) , or Wireless , and then click the IPv4 Configuration .
  5. Click Manual IP . The Manual IP Address box opens.
  6. In the Manual IP Address box, type an IP address with the same values in the first three sets of digits (octet values) as the product's current IP address (listed on the Network Configuration Page), and a higher value (between 150 and 254) in the fourth set of digits. This creates a static IP address on the same subnet, but outside the DHCP range.
    For example, if the product's original IP address is 192.168.0.1 , assign the static IP address to 192.168.0.200 .
    Figure 4: Example of an IP address with DHCP values shown
    Image: Example of an IP address with DHCP values shown.
    Figure 5: Example of a static IP address with DHCP values modified
    Image: Example of a static IP address with DHCP values modified.
    NOTE:Do not type the static IP address from the example. Enter a static IP address based on the IP address for your product.
  7. Enter the Subnet Mask (normally 255.255.255.0) and the Default Gateway settings as they appear on the Network Configuration Page.
  8. Click OK to save the new settings, and then click Exit or close the browser to exit the EWS.

Solution seven: Uninstall and then reinstall the HP software

Follow these steps to remove and then reinstall the product software.

Step one: Uninstall the All-in-One software

  1. On the Windows taskbar, click Start ( ), and then click Control Panel .
  2. Double-click Add or Remove Programs .
  3. Click HP Photosmart All-In-One Driver Software , and then click Remove or Change/Remove .
  4. Follow the on-screen instructions to uninstall the software.
  5. Check the list of installed programs for other HP software components.
    Remove any other HP software components that you know you do not need by clicking Remove or Change/Remove . If prompted to restart your computer before you have removed all the HP software components that you know you do not need, select the option to Restart your computer later until you have removed the last component.
  6. Once you have removed all unneeded HP software components, restart the computer:
    1. On the Windows taskbar, click Start ( ), and then click Shut Down ( ).
    2. From the What do you want the computer to do? drop-down list, click Restart .
    3. Click OK . The computer will automatically restart.

Step two: Clear temporary files and folders by running the Disk Cleanup utility

Follow the instructions to clear temporary files and folders:
  1. To start the Disk Cleanup utility, click Start , point to Programs , Accessories , click System Tools , and then click Disk Cleanup .
  2. The Disk Cleanup utility analyzes the hard disk 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 the computer by doing the following:
    • Deleting temporary Internet files
    • Deleting downloaded program files
    • Emptying the Recycle Bin
    • Deleting files from the Temporary folder
    • Deleting files created by other Windows tools
    • Removing optional Windows components that are not used
  3. After selecting the components to remove, click OK .

Step three: Turn off the Terminate and Stay Resident programs and other background programs

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, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.
Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.
  1. Click Start , and then click Run . The Run dialog box appears.
  2. In the Open: box, type MSCONFIG , and then click OK . The MSCONFIG Utility window appears.
  3. Click the General tab.
  4. Click Selective Startup .
  5. If there is a check mark next to Load Startup items, click to clear the check box.
  6. Click the Services tab and select the Hide All Microsoft Services check box.
  7. Click Disable all .
  8. Click Apply , and then click Close .
  9. If an 'Access is denied' message appears on the computer while making changes, click OK . This message does not prevent you from making changes.
  10. Click Restart .
    The message 'You’ve used system configuration utility to make changes to the way windows starts' appears on the Windows desktop.
  11. Select the Do not show this message again check box, and then click OK .

Step four: Reset the All-in-One

Follow these steps to perform a power reset of the product.
  1. Press the Power button ( ) to turn off the product.
    NOTE:The product might not turn off after pressing the Power button. Continue to the next step regardless.
  2. Disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the electrical outlet.
  4. Wait 30 seconds.
  5. Replug the power cord into the electrical outlet.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button ( ) to turn on the product.

Step five: Download and then install the latest HP software

Follow these steps to download and then install the latest product software.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step six: Use the MSCONFIG utility to enable the Startup software

  1. Click Start , and then click Run ( ). The Run dialog box appears.
  2. In the Open: box, type MSCONFIG , and then click OK . The MSCONFIG utility window appears.
  3. If no changes to Startup Programs and Services are necessary, click the General tab and select Normal Startup . This selection enables all features to start automatically the next time the computer starts up.
    NOTE:To disable some of the Startup items and non-Microsoft services, leave the check boxes next to the programs to be disabled cleared and select the check boxes for the rest of the programs.
  4. Click Apply , and then click OK .
  5. Click Restart .

Step seven: Try the scan again

Try scanning again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution eight: Scanning workarounds

If the printer still does not scan, these workarounds can help with basic scanning tasks.
The scan drivers in Windows provide a quick path to scan photos and documents. These drivers provide a smaller driver installation, use fewer system resources than Full Feature HP software, and can provide a method to scan if you do not have additional scanning software available.
NOTE:One of these methods might not work, depending on the printer and your connection type. For instance, if the printer connects to the computer over a network you might only be able to scan using the Embedded Web Server (EWS). Try the other method if the first method you tried did not work.
To scan a document using Paint in Windows XP, follow these steps.
NOTE:Before you begin, make sure that the printer is connected to your computer.
Video of scanning with Paint
The following video demonstrates how to scan with Paint in Windows XP. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
  1. Click Start , point to All Programs , point to Accessories , and then click Paint .
  2. Click File , and then click From Scanner or Camera .
  3. Make any desired setting changes.
  4. Click Scan .
The following scan options and file types are available when you scan with drivers in Windows.
Scan Options
Color picture
Grayscale picture
Black and white picture
Black and white text
Custom Settings

  • Contrast or Brightness adjustment
  • Resolution (75 - 4800 dpi, within the limits of the scanner model)
  • Picture type (Color, Grayscale, Black and White)
Supported file types
.bmp - Bitmap Image File
.jpg - JPG Image File
.tif - Tagged Image File
.png - Portable Network Graphics File
.pcx - Paintbrush Bitmap Image File
Follow these steps to scan a document from the printer's Embedded Web Server (EWS)
Embedded software that allows you to view printer status information, change settings, and manage the printer from your computer.
.
NOTE:The printer must be connected to a wired (Ethernet) or wireless network to access the EWS. You cannot access the EWS with a USB connection.
Step one: Get the printer IP address
In order to access the EWS, you will need to know the IP address
A numeric code that uniquely identifies a device, like a computer or a printer, on a network.
assigned to your printer on your network. You can find your printer's IP address in multiple ways, though options vary by printer.
  • Press the Wireless button on the printer control panel to view the network settings.
  • Access the Network menu on the printer control panel.
  • Print a network configuration page or wireless network test page.
For more details on these options or detailed instructions to find your printer's IP address, click here to go to the support page for your printer and search for steps to print a network configuration page or to access network information on the control panel.
    If you are prompted for additional information, use the following steps to access your printer support page.
    1. Type your printer's name and number in the search box, and then click Next .
    2. If necessary, select your model in a list of similar printers.
Step two: Access the EWS
  1. In a Web browser such as Internet Explorer or Google Chrome, open a new window or tab.
  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.
    Figure 6: Example IP address in the browser address bar
    Image: Example IP address in browser address bar
    The EWS\Printer information page opens.
      If a 'There is a problem with this website's security certificate ' message displays in the Web browser when you try to open the EWS, or when you navigate within the EWS, click ' Continue to this website (not recommended) '.
      NOTE:Choosing ' Continue to this website (not recommended) ' will not harm your computer while you navigate within the printer's EWS. If you encounter this error outside of your HP printer's EWS, your computer could be at risk.
      If the Web browser fails to open the EWS after you click ' Continue to this website (not recommended) ', refresh the browser window.
  3. Continue to the next step.
Step three: Scan with the EWS
  1. Browse to the Scan tab of the EWS.
    NOTE:Webscan might need to be enabled before you try to scan. Click the Settings tab and locate Webscan under administrative tools to enable the function.
  2. Specify the document type, color preference, paper size, resolution, quality, and brightness.
  3. Click Start Scan .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution nine: Contact HP

Click Contact HP on this page for more support options.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Solution one: Download a tool to resolve the issue automatically

Image: Print and Scan Doctor iconHP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: HP Print and Scan Doctor .

HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP product.
Following are some common problems that the Print and Scan Doctor can resolve easily:

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)
The Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
  • Connectivity :
    • USB: Verifies that the USB connection from your computer to the HP product is working correctly.
    • Network: Verifies that the network connection between your computer and your network is working correctly.
  • Device Status Test : Checks for device errors such as out of paper, paper jams, carriage stalls, and paper feed issues, and then provides instructions for fixing the error.
  • Driver Check : Checks for missing or corrupt driver files.
  • Device Manager : Checks for problems in Device Manager that would prevent printing.
  • Device Online : Checks if the product has been paused or set to offline, and then sets the status back to online if necessary.
  • Print Queue : Checks for and clears pending print jobs in the print queue (a log of print jobs waiting to print).
  • Port Match : Checks the port settings for the HP product.
  • Device Conflicts : Checks for conflicts with other drivers, such as other printer brands.
  • Ink Issues : Checks the cartridges and ink levels for issues that affect print quality.
  • Print Settings : Checks and adjusts the print quality settings.
  • Test Print : Prints a test page for print quality evaluation, and provides options for cleaning and aligning the printhead if necessary.
  • Scan Tests : Checks the scan mechanism, drivers, and registry entries.
You can also click the Printer menu to find the additional features such as cleaning printheads, aligning printheads, checking ink levels, and viewing advanced printer data for your selected printer.
Follow these steps in the order presented to resolve the issue.

Step one: Download the tool

NOTE:The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step two: Run the tool

  1. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.

Step three: Resolve diagnosed scanning problems

  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.

Step four: Try the scan again

Try scanning again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Make sure that others on the network are not trying to scan

Follow these steps to log off all other users on the network before logging in to scan.
NOTE:If you are using fast user switching, or other users have access to the same computer, another user might have control of the product.

Step one: Log off all other users on the network before logging in to scan

  1. On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Log Off .
  2. Click Log Off for each user who is logged on.
  3. Log on by following the prompt to Press CTRL+ALT+DELETE to log on . Enter your User name and Password , and then click OK .

Step two: Close any open scan settings windows

  1. Look for any open scan settings windows hidden behind other open applications on your computer by closing or minimizing the open application windows on your screen.
  2. Either finish the scan, or click the Close icon ( ) on the upper-right corner of your screen for each open scan settings window.

Step three: Try the scan again

Try scanning again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Restart the router, the All-in-One, and the computer

  1. Press the Power button ( ) to turn off the product.
  2. Turn off the computer:
    1. Save your work in each open application, and then click the Close icon ( ) on the upper-right corner of your screen to close each open application.
    2. On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Shut Down .
  3. Turn off the network router, if your product is connected to one.
  4. Wait 15 seconds.
  5. Turn on the router.
  6. Press the Power button ( ) to turn on the product.
  7. Press the Power button on the computer to turn it back on.
  8. Try scanning again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Disable the Windows firewall

Follow these steps to disable the Windows firewall on your computer, and then try scanning again.

Step one: Disable the Windows firewall

  1. Disconnect the Ethernet cable from the access point
    router
    , modem, or gateway to remove your computer's connection to the internet.
  2. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel . The Control Panel opens.
  3. Double-click Security Center ( ). Windows Security Center opens in a new window.
  4. Click Windows Firewall ( ). The Windows Firewall Settings dialog box opens.
  5. From the General tab, select Off (not recommended) ( ), and then click OK .

Step two: Try the scan again

  • If you are able to scan after disabling the Windows firewall, you need to set up the Windows firewall for scanning with HP software. Continue to step three to set up the firewall.
  • If you are unable to scan after disabling the Windows firewall, continue to the next solution.

Step three: Set up the Windows firewall

Unblock HP programs
Follow the steps below to unblock HP programs so that the HP printer is allowed through the Windows firewall.
  1. On the computer, open the Bin folder.
    1. Click the Windows button ( to open the menu.
    2. In the search box, type C:\Program Files\HP\Digital Imaging\Bin , and then press Enter . The Bin folder opens.
  2. Make a note of or copy the file path for each of the following programs. The file paths look similar to this example: C:\windows\system32\hpzipm12.exe .
    • hpoews01.exe
    • hpofxm08.exe
    • hposid01.exe
    • hpqkygrp.exe
    • hpqste08.exe
    • hpqtra08.exe
    • hposfx08.exe
    • If the HP software installed on the computer is version 10.0 or newer, find the hpiscnapp.exe file.
    • If the HP software installed on the computer is version 9.0 or older, find the hpqscnvw.exe file.
  3. Open the C:\windows\system32 folder, and then find and make a note of or copy the file path for each of the following programs:
    • hpzwiz01.exe
    • hpznui01.exe
  4. Open the Windows firewall software.
    1. Click the Windows button( ), and then click Control Panel .
    2. Click Security . Windows Security Center opens in a new window.
    3. Click Windows Firewall .
  5. Make sure that each of the programs displays in the list of exceptions or trusted or allowed programs. If any of the programs do not appear in the list of trusted or allowed programs, add the missing programs to the list manually. To add a program:
    1. In the left pane, click Allow a program through Windows Firewall . If you are prompted for an administrator password or confirmation, type the password or provide confirmation.
    2. Select the check box next to the program you want to allow, and then click OK .
Unblock related ports
This step describes how to unblock Internet ports related to the product.
Each rule opens one port, so a rule needs to be created for each of the following ports:
  • UDP 427 (inbound)
  • TCP 9220 (outbound)
  • UDP 161 (outbound)
  • UDP 427 (outbound)
  • TCP 9500 (outbound)
  • TCP 9290 (outbound)
  • TCP & UDP 139 (outbound)
  • TCP 9100 (outbound)
NOTE:Each port name consists of a protocol (either UDP or TCP), a number, and a connection type (either inbound or outbound). Each piece of this information is used in creating the rule to open the port.
Follow these steps to unblock the ports by creating new rules in the Windows firewall.
  1. Open the Windows firewall software.
    1. Click the Windows button( ), and then click Control Panel .
    2. Click Security . Windows Security Center opens in a new window.
    3. Click Windows Firewall .
  2. In the left pane, click Allow a program through Windows Firewall . If you are prompted for an administrator password or confirmation, type the password or provide confirmation.
  3. Click Add port .
  4. In the Name box, type a name that will help you remember what the port is used for.
  5. In the Port number box , type the port number.
  6. Click either TCP or UDP , depending on the type of traffic the port handles, and then click OK .
  7. To change the scope for the port, click Change scope , and then click the option that you want to use ("Scope" refers to the set of computers that can use this port opening).
  8. Try to scan again.
  • If these steps resolved the issue , reconnect your computer to the internet. You do not need to continue troubleshooting.
  • If these steps did not resolve the issue , continue to the next solution.

Solution five: Disable any third-party firewalls

Follow these steps to disable and set up any third-party firewalls.

Step one: Disable any third-party firewalls

  1. Look in the lower-right corner of the computer (notification area) to find the icon representing the third-party software.
    NOTE:The appearance of the icon varies depending on the manufacturer of the software.
    Figure 7: The notification area on the computer
    Common third-party firewall vendors and icons
    Norton Internet SecurityMcAfee 9.0BlackICE (XP only)Outpost Pro 6.0 Trend Micro Internet Security ProZoneAlarm Security Suite
  2. Right-click the icon for the third-party software, and then click Disable .
    NOTE:The option to disable the software might not be called "Disable ." Look for a similar menu option, such as Stop or Turn off .
Step two: Try the scan again
Try scanning again to see if the issue is resolved.
  • If you are able to scan after disabling the Windows firewall, you need to set up the third-party firewall for scanning with HP software. Continue to step three to set up the firewall.
  • If you are unable to scan after disabling the third-party firewall, reconnect the compter to the internet and then continue to the next solution.

Step three: Set up the third-party firewall

NOTE:Consider bookmarking this page on your web browser so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 8: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click Enable . If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable .' Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and then click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.
Reconnect the computer to the internet, and then try to scan again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution six: Set a static IP address

The Dynamic Host Configuration Protocol (DHCP) service provided by the router might change the Internet Protocol (IP) address to the HP product, which interferes with network installation. An IP address uniquely identifies the product on the network.
Follow these steps to assign an unchanging IP address to the product through the Embedded Web Server (EWS).
NOTE:An EWS is an interface, like a web page, that allows you to view product status information, change settings, and manage the product from your computer.
  1. Open a new web browser window.
  2. Type the URL for the Embedded Web Server as it appears on the test page in the address window of the web browser.
    NOTE:Make sure that you type the URL into the web browser address window. If you type it into a tool bar search box by mistake, the EWS will not open.
    Figure 9: Example of an IP address in a web browser address window
    Image: Example of an IP address in a web browser address window.
  3. Press Enter . The EWS opens.
  4. Click the Network , Wired (802.3) , or Wireless , and then click the IPv4 Configuration .
  5. Click Manual IP . The Manual IP Address box opens.
  6. In the Manual IP Address box, type an IP address with the same values in the first three sets of digits (octet values) as the product's current IP address (listed on the Network Configuration Page), and a higher value (between 150 and 254) in the fourth set of digits. This creates a static IP address on the same subnet, but outside the DHCP range.
    For example, if the product's original IP address is 192.168.0.1 , assign the static IP address to 192.168.0.200 .
    Figure 10: Example of an IP address with DHCP values shown
    Image: Example of an IP address with DHCP values shown.
    Figure 11: Example of a static IP address with DHCP values modified
    Image: Example of a static IP address with DHCP values modified.
    NOTE:Do not type the static IP address from the example. Enter a static IP address based on the IP address for your product.
  7. Enter the Subnet Mask (normally 255.255.255.0) and the Default Gateway settings as they appear on the Network Configuration Page.
  8. Click OK to save the new settings, and then click Exit or close the browser to exit the EWS.

Solution seven: Uninstall and then reinstall the HP software

Follow these steps to remove and then reinstall the product software.

Step one: Uninstall the All-in-One software

  1. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel . The Control Panel opens.
  2. Double-click Add or Remove Programs .
  3. Click HP Photosmart All-In-One Driver Software , and then click Remove or Change/Remove .
  4. Follow the on-screen instructions to uninstall the software.
  5. Check the list of installed programs for other HP software components.
    Remove any other HP software components that you know you do not need by clicking Remove or Change/Remove . If prompted to restart your computer before you have removed all the HP software components that you know you do not need, select the option to Restart your computer later until you have removed the last component.
  6. Once you have removed all unneeded HP software components, restart the computer:
    1. On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Restart . The computer will automatically restart.

Step two: Clear temporary files and folders by running the Disk Cleanup utility

The Disk Cleanup utility frees hard-disk space on the computer by completing the following operations:
  • Deleting temporary Internet files
  • Deleting downloaded program files
  • Emptying the Recycle Bin
  • Deleting files from the temporary folder
  • Deleting files created by other Windows tools
  • Removing optional Windows components that are not used
NOTE:For general scanning operations, at least 200 MB of free space is required.
Follow these steps to run the Disk Cleanup utility:
  1. On the taskbar, click the Windows icon ( ) , select All Programs , select Accessories , select System Tools , and then click Disk Cleanup . The Disk Cleanup options window opens with a prompt to select the files for the cleanup operation.
  2. After the necessary files are selected, the Disk Cleanup Drive Selection window opens.
  3. Select the drive for cleanup from the drop-down list, and then click OK . The Disk Cleanup window for that drive opens.
  4. The Disk Cleanup analyzes the hard drive and then presents a report with a list of options with corresponding check boxes. Select the appropriate check boxes to remove unnecessary components, and click OK to start the disk cleanup process.

Step three: Turn off the Terminate and Stay Resident programs and other background programs

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, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.
Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.
  1. Click the Windows icon ( ). In the Start Search box, type msconfig , and then press the Enter key. The System Configuration Utility window opens.
  2. Click the General tab.
    NOTE:Make a note of the settings in the General tab now. You will need this information to return the settings to the original configuration.
  3. Click Selective Startup .
  4. If there is a check mark next to Load Startup Items , click to clear it.
  5. Click the Services tab, and then select the Hide All Microsoft Services check box.
  6. Click Disable All to clear all the check boxes on the list.
  7. Click Apply , and then click Close .
    NOTE:If an 'Access is denied ' error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.
  8. Click Restart to apply the changes.
    NOTE:After the computer restarts and the desktop screen displays, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts .' To prevent this message from displaying again, select Do not show this message again .

Step four: Reset the All-in-One

Follow these steps to perform a power reset of the product.
  1. Press the Power button ( ) to turn off the product.
    NOTE:The product might not turn off after pressing the Power button. Continue to the next step regardless.
  2. Disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the electrical outlet.
  4. Wait 30 seconds.
  5. Replug the power cord into the electrical outlet.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button ( ) to turn on the product.

Step five: Download and install the latest HP software

Follow these steps to download and then install the latest product software.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Step six: Use the MSCONFIG utility to enable the Startup software

Follow these steps to enable the Startup software using the MSCONFIG utility.
  1. Click the Windows icon ( ).
  2. In the Start Search box, type msconfig , and then press the Enter key. The System Configuration Utility window opens.
  3. If no changes to Startup Programs and Services are necessary, click the General tab, and then select Normal Startup . This selection enables all features to start automatically the next time the computer starts up.
    NOTE:To disable some of the Startup items and non-Microsoft services, leave the check boxes next to the programs to be disabled cleared, and select the check boxes for the rest of the programs.
  4. Click Apply , and then click OK .
  5. Click Restart .

Step seven: Try the scan again

Try scanning again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution eight: Scanning workarounds

If the printer still does not scan, these workarounds can help with basic scanning tasks.
These instructions explain how to scan in Windows Vista. The Windows Vista operating system includes the scanning drivers for your printer. There is no additional software that you need to download from HP.
To scan a document using Windows Live Photo Gallery in Windows Vista, follow these steps:
NOTE:Before you begin, make sure that the printer is connected to your computer.
Video of scanning with Windows Live Photo Gallery
The following video demonstrates how to scan with Windows Photo Gallery. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
  1. Click the Windows icon ( ), click All Programs , and then click Windows Live Photo Gallery .
    NOTE:If Windows Live Photo Gallery does not appear in the list of programs, you can go to the Microsoft Web site to download it, or try the next method.
  2. Click File , and then click Import From Camera or Scanner .
  3. Click the product you are using to scan, and then click Import .
  4. Make any desired setting changes, and then click Scan .
The following scan options and file types are available when you scan with drivers in Windows.
Scan Options
Picture : Color, Grayscale, Black and white
Text : Color, Grayscale, Black and white
Custom Settings

  • Contrast or Brightness adjustment
  • Resolution (75 - 4800 dpi, within the limits of the scanner model)
  • Picture type (Color, Grayscale, Black and White)
Supported file types
.bmp - Bitmap Image File
.jpg - JPG Image File
.tif - Tagged Image File
.png - Portable Network Graphics File
To scan a document using Paint in Windows Vista, follow these steps.
NOTE:Before you begin, make sure that the printer is connected to your computer.
Video of scanning with Paint
The following video demonstrates how to scan with Paint. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
  1. Click the Windows Vista icon ( ), click All Programs , click Accessories , and then click Paint .
  2. Click File , and then click Import From Camera or Scanner .
  3. Make any desired setting changes, and then click Scan .
The following scan options and file types are available when you scan with drivers in Windows.
Scan Options
Color picture
Grayscale picture
Black and white picture
Black and white text
Custom Settings

  • Contrast or Brightness adjustment
  • Resolution (75 - 4800 dpi, within the limits of the scanner model)
  • Picture type (Color, Grayscale, Black and White)
Supported file types
.bmp - Bitmap Image File
.jpg - JPG Image File
.tif - Tagged Image File
.png - Portable Network Graphics File
.pcx - Paintbrush Bitmap Image File
Follow these steps to scan a document from the printer's Embedded Web Server (EWS)
Embedded software that allows you to view printer status information, change settings, and manage the printer from your computer.
.
NOTE:The printer must be connected to a wired (Ethernet) or wireless network to access the EWS. You cannot access the EWS with a USB connection.
Step one: Get the printer IP address
In order to access the EWS, you will need to know the IP address
A numeric code that uniquely identifies a device, like a computer or a printer, on a network.
assigned to your printer on your network. You can find your printer's IP address in multiple ways, though options vary by printer.
  • Press the Wireless button on the printer control panel to view the network settings.
  • Access the Network menu on the printer control panel.
  • Print a network configuration page or wireless network test page.
For more details on these options or detailed instructions to find your printer's IP address, click here to go to the support page for your printer and search for steps to print a network configuration page or to access network information on the control panel.
    If you are prompted for additional information, use the following steps to access your printer support page.
    1. Type your printer's name and number in the search box, and then click Next .
    2. If necessary, select your model in a list of similar printers.
Step two: Access the EWS
  1. In a Web browser such as Internet Explorer or Google Chrome, open a new window or tab.
  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.
    Figure 12: Example IP address in the browser address bar
    Image: Example IP address in browser address bar
    The EWS\Printer information page opens.
      If a 'There is a problem with this website's security certificate ' message displays in the Web browser when you try to open the EWS, or when you navigate within the EWS, click ' Continue to this website (not recommended) '.
      NOTE:Choosing ' Continue to this website (not recommended) ' will not harm your computer while you navigate within the printer's EWS. If you encounter this error outside of your HP printer's EWS, your computer could be at risk.
      If the Web browser fails to open the EWS after you click ' Continue to this website (not recommended) ', refresh the browser window.
  3. Continue to the next step.
Step three: Scan with the EWS
  1. Browse to the Scan tab of the EWS.
    NOTE:Webscan might need to be enabled before you try to scan. Click the Settings tab and locate Webscan under administrative tools to enable the function.
  2. Specify the document type, color preference, paper size, resolution, quality, and brightness.
  3. Click Start Scan .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution nine: Contact HP

Click Contact HP on this page for more support options.
HP Photosmart 2710 All-in-One Printer

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