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General Solutions for Scanning Problems Using the HP Officejet R Series

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ISSUE:
General scanning problems or questions. For tips on how to scan, refer to the Help section in the HP Officejet toolbox.
SOLUTION:
Scanning problems can occur for a variety of reasons. The following list addresses some common solutions to questions or problems scanning. More complete information on specific errors may be covered in other documents. If the question or problem is not resolved by this document try searching the HP Support database at the Officejet-support.com Web site for the specific issue. See the “How to find referenced documents” section for assistance find documents.
Windows 2000 unable to scan
The TWAIN drivers to scan in Windows 2000 should automatically be loaded when Windows 2000 loads the HP Officejet R series using Plug and Play. To see if they installed correctly, follow the steps below:
  1. With the unit connected ON, right-click My Computer and select Properties .
  2. Select the Hardware tab, then Device Manager .
  3. There should be three entries that start with Dot4. If there are fewer than three entries, the unit did not plug and play correctly. There should also be an imaging device entry. The unit did not install correctly if it is missing.
  4. Open the Ports section by double-clicking it.
  5. The parallel port entry must read ECP Printer Port (LPT1). If it does not mention ECP, the parallel port mode must be changed. If assistance is required in checking or setting the parallel port mode, click here to link to a document about setting the parallel port mode to ECP (buu08011) (in English).
  6. If the port is set to ECP mode, double-click the printer port to open the port properties.
  7. Select the Port Settings tab. Enable Use any interrupt assigned to the port if it is not enabled.
  8. Click OK to save the changes and exit.
Figure 1: The setting: Use any interrupt assigned to the port
Correcting the issue
To get the unit to install correctly:
  1. If the original HP Officejet R series software CDROM has been loaded, this software must be uninstalled.
  2. Click Start , Settings and Printers . Delete the HP all-in-one icon if it is present.
  3. Disconnect the HP all-in-one from the computer and restart the computer when finished.
  4. Click Start then Run .
  5. Type, Regedt32 , then click OK to open the registry editor. The editor will appear with several small windows in it.
  6. Locate the HKEY_LOCAL_MACHINE window. This is usually the last window.
  7. Open the System subtree by clicking + (plus sign) beside it. Then open the CurrentControlSet subtree. Highlight CurrentControlSet , and click Registry . Select Save Key , then give the file a name, such as Registry.bak . Should something go wrong later, it may be possible to use the restore option under the registry file menu to restore the backup.
  8. Open the Control subtree, then the DeviceClasses subtree.
  9. There may be a subtree called, Dot3 , open this subtree. Highlight and delete all Hewlett-Packard Officejet entries under Dot3 (see Figure 2).
    Figure 2: Deleting DOT3 entries
  10. Scroll down to the ENUM subtree. Highlight this tree, and then click Security and Permissions . Highlight Everyone . Make sure that Full Control is checked in the Allow box. Click OK when finished to save the changes and exit.
    Figure 3: Changing the access permissions for ENUM
  11. In the ENUM branch look for any subtrees that reference DOT4 and the branch titled, LPTENUM. Delete all HP Officejet subtrees located below these folders. Collapse the ENUM subtree by clicking the dash (- ) beside it when finished.
    Figure 4: Deleting HP Officejet entries under DOT4 and LPTENUM entries
  12. Repeat Steps 10 - 13 for ControlSet001 and ControlSet002 (located above CurrentControlSet). Close Regedit32 when finished.
  13. Restart the computer. The unit should be detected, and Plug and Play should occur. Be sure to answer Yes to all messages during Plug and Play that concern the Microsoft digital signature. This will allow the drivers to be installed.
    NOTE: The HP Officejet R series will be installed to a DOT4 virtual port in the Device Manager. All scan capable devices in Windows 2000 are installed to a DOT4 virtual port. Right-click MyComputer then select the Hardware tab. Click the Device Manager tab to open it to view the DOT4 port entry.
The drivers installed by Windows 2000 provide all of the functionality required to scan into applications. To add a Scan Viewer and help files, download the HP all-in-one Viewer software from the HP all-in-one Web site. Click here to go to HP’s driver search page and type in the model name (i.e. Officejet R80, Officejet R60 and etc). A link on the Web page will take you to the drivers for that product.
HP Precisionscan does not launch
There are several reasons why HP Precisionscan may not launch. Check the following list to see if the setup includes any of the following:
  1. Restart the computer. A task that Windows requires may have died or system resources available may have decreased due to tasks left running. Restarting will refresh all Windows tasks as well as increase the system resources available.
  2. The display properties may be set wrong. HP Precisionscan requires that the color depth of the display settings be set to 16-bit color or higher. Right-click an empty spot of the Windows Desktop and select Properties from the menu. Go to the Settings tab and check the number of colors in the Colors or Color Palette section. It should be set to High Color (16-bit) or higher. Click OK to accept any changes required and follow any instructions that appear. Consult the computer manufacturer if the PC does not have at least 16-bit color available.
  3. Turn off Active Desktop (Windows 98), as doing so may correct the problem. Right-click an empty spot on the Windows desktop and select Active Desktop . If there is a checkmark next to View as Web Page , remove it by clicking it.
  4. There may be a task running in the background that is interfering. Try pressing CRTL + ALT + DELETE, at the same time. This will bring up the Close Program window. Highlight, then end task on all running tasks, except for Explorer and Systray, one at a time. Press CTRL + ALT + DELETE each time. Try launching HP Precisionscan by clicking Start , Programs , HP Officejet R series and HP Precisionscan . If HP Precisionscan launches, there is another task causing a conflict. It may be difficult to determine which one is causing the problem. Restart and end task the tasks one at a time, trying after each one, until the cause is found. If unsure what this task does, try searching for it using the Find Files and Folders feature from the Start menu. Right-click the task, if found, and check the Properties . Refer to the version information to locate the software vendor. Call the software vendor for assistance.
    NOTE: Some software tasks will put an icon in the lower-right hand corner of the screen. Moving the mouse over these Icons should reveal what they are. ATI video display managers are known to cause this problem, if one of the icons refers to ATI video cards please contact ATI for assistance. Right-clicking these icons may provide a way to close (note that a disable option does not really help, only exit or close) these tasks. Try this first, for going through the Close Program window, as it is faster.
  5. The computer may not have enough memory available. Try the following steps: Close any programs that are currently running, including programs that run in the background.
  6. Check and/or change the parallel port mode. Check and/or change the parallel port mode to ECP mode. Click here to go to the "Scanning is slow, change parallel port mode" section below.
  7. Try accessing HP Precisionscan in a different way.
"No scanner found" error message
This error is normally the result of a failed scan, a bad installation, communication problems or software conflicts. Check or try the following:
  1. Close all programs and restart the computer. A task that Windows requires may have died or system resources available may have decreased due to tasks left running. Restarting will refresh all Windows tasks as well as increase the system resources available.
  2. Run a Communications test. Open the HP Officejet R series Toolbox and select the Services tab. Click Test Product Communication then Test . There is a communication problem if the test fails or indicates that only one-way communication was established. Try shutting down both the computer and the printer and fully disconnect and reconnect the parallel printer cable. Make sure that the HP Officejet product is directly connected to the computer. If a different printer or scanner was installed on the system prior to the HP Officejet product, uninstall the software for those devices. Remove any software keys or dongels. There may be a communication problem between the all-in-one and the computer.
  3. Turn off Active Desktop (Windows 98), as doing so may correct the problem. Right-click an empty spot on the Windows Desktop and select Active Desktop . If there is a checkmark next to View as Web Page , remove it by clicking it.
  4. The install might be bad. Uninstall the HP Officejet software, shut down tasks running in the background then reinstall the driver.
  5. If the error occurs while trying to scan from within an application, verify that the software is set to select the HP Officejet product as the TWAIN source. It may be necessary to reinstall the application to get it to recognize the HP Officejet product as the TWAIN source. If the application is one of those listed in the HP Precisionscan Scan To pull-down menu, try scanning into it from HP Precisionscan.
  6. Close programs running in the background: Restart the computer then press the CRTL + ALT + DELETE keys all at the same time. This will bring up the Close Program window. Highlight and End Task on all running tasks, except for Explorer and Systray, one at a time. Press CTRL + ALT + DELETE each time. Try scanning again to determine if one of these tasks was the problem.
  7. Check and/or change the parallel port mode to ECP mode. Click here to go to the "Scanning is slow, change parallel port mode" section below.
  8. In Windows 2000, make sure that the Use any interrupt assigned to the port option is selected in the port properties.
    1. Right-click My Computer and select Properties .
    2. From the Hardware tab, click Device Manager .
    3. Double-click Ports and the printer port reference (LPT 1 normally).
    4. Select the Port Settings tab, then select the option to Use any interrupt assigned to the port. Click OK to save and exit. Close all open windows and restart.
Scanning is slow, change parallel port mode
Check the computer to see if the parallel port is set to ECP mode. Switching to ECP mode, if it is not in that mode, will result in dramatically faster scanning. The data transfer rate for a parallel port in ECP mode is over one hundred times faster than a parallel port in standard bi-directional (or SPP) mode. Enter the computers BIOS Setup and change the parallel port mode. This is done during the computer start cycle. Please contact the computer manufacturer for assistance or click here to refer to a document about setting the parallel port to ECP mode (buu08011) (in English).
  1. In general, as the computer starts up, watch for a message that says “Press (KEY) to enter setup.” Press the key indicated.
  2. Locate the Input/Output section or tab or integrated peripherals section. This may be on the Advanced Settings tab.
  3. Locate the parallel port settings. Some BIOS versions allow the parallel port to be controlled by the Windows operating system. The parallel port control mode should not be set to OS controlled . It should be set to either Auto or Enabled .
  4. The parallel port mode should also be checked. If the parallel port mode is set to anything other than ECP, change the setting to ECP mode if that setting is an option. If ECP is not an option, select Standard Bi-directional or SPP mode . If the setting is ECP already, switch the setting to Standard Bi-directional or SPP. Some computers (usually laptops) do not work correctly in enhanced capabilities or ECP mode.
    NOTE: The BIOS on some computers may not allow users to set the parallel port to ECP mode or may not work correctly in ECP mode (some laptops). If this is the case, select standard bi-directional or SPP mode.
Automatic Document Feeder (ADF) nonfunctional when scanning from Windows 2000
Scanning with the ADF is not possible in Windows 2000. This functionality was lost in that operating system. Most graphics applications do not support multiple page scanning. It may be possible to get multi-page scanning for text editing (OCR) from the OCR application if it supports that feature (one page at a time).
Pressing the SCAN button does nothing
There is a task that monitors the parallel port to see if the SCAN button is pressed. Pressing the SCAN button will not work if this task is not running, two-way communication is not functioning or there is a software/hardware conflict with something else using the port. See the Error with HPMDLBWA or HPODLB08 information (bpu02041) (in English) for more information.
There may also be a communication problem between the all-in-one and the computer.
NOTE: The Windows 2000 drivers do not support the SCAN button. Scanning must be performed from the application or from the HP Scan Viewer software that is available for download from the HP Web site. Click here to visit the Web page .
  1. Restart the computer. Restarting the computer should restart the task if it has stopped running. Try the button again.
  2. See if HPMDLBWA (or HPODLB08 for the PSC 500) is in the startup group. This may have been removed from the startup group to correct a problem. If it was intentionally removed, start the scanning software by clicking Start , Programs , HP Officejet R series and HP Precisionscan . To check to see if it is in the startup group: In Windows 9X, click Start , Programs , and point to Startup . In Windows NT, click Start , Programs and select NT Explorer . Double-click WIN NT , Profiles , All Users , Start menu , Programs , and Startup .
  3. Run a Communications test. Open the HP Officejet R series Toolbox and select the Services tab. Click Test Product Communication , then Test . There is a communication problem if the test fails or indicates that only one-way communication was established. Try shutting down both the computer and the printer and fully disconnect and reconnect the parallel printer cable. Make sure that the HP Officejet product is directly connected to the computer. If a different printer or scanner was installed on the system prior to the HP Officejet product, uninstall the software for those devices. Remove any software keys or dongels.
Applications available under the Scan To drop-down
Not all programs are supported in the Scan To window in HP Precisionscan. The applications that will appear in the Scan To window are listed in the tables below. Other application may not be added to this list. Other applications can still be scanned to if they support TWAIN-compliant scanning, but these scans must be done from the application and not HP Precisionscan. The workaround is to scan into HP Precisionscan using the Scan To setting of the Image file. Save the image to the hard drive of the computer and then insert it in the desired program.
Word Processors Microsoft Word 97 and 2000 Microsoft Works 4.0 Microsoft WordPad Corel ®) WordPerfect 7.0 and 8.0Lotus WordPro 97 and 2000
Presentation MS PowerPoint Corel Presentations
Email AOL 3.0, 4.0 MS Outlook Express MS Outlook MS Exchange Eudora Lite

Eudora Pro
Fax Compressant ChromaFax
OCR Caere OmniPage Pro Caere OmniPage Pro TBYB Caere PageKeeper Standard Armi (for Korea) Caere/ Recognita (Eastern Europe)
Graphics Adobe ®) PhotoDeluxe (TM) Bus. Ed. Adobe PhotoDeluxe CorelDRAW (TM) MS Paint Adobe Photoshop ®)
Page Layout Adobe PageMill Adobe Acrobat ®)
Other Image File Image and Text File Printer Text File
Power Save mode
There is a built-in Power Save mode, which turns the bulb off when not in use for twelve hours. The bulb is designed to last approximately five years under normal usage. The settings for the Power Saver mode are set in the firmware and are not adjustable.
Scanning multiple pages
The following steps may work, depending upon the program, and whether or not it accepts multiple pages. Many graphics programs only allow a single page to be scanned.
Applications
Caere OmniPage Limited 5.0 and OmniPage Pro 9.0 OCR products have been confirmed to allow multipage scanning and OCR without any modification of files. The steps to scan into OmniPage Limited Edition are not obvious so they are listed below. OmniPage Pro requires no steps out of the ordinary for that application to perform multipage scanning.
PaperPort (TM) allows multipage OCR if the MATDS32.INI file is modified.
Other applications may have the capability to scan multiple pages. If they do not automatically work, they may be able to do so by modifying the MATDS32.INI file. HP has not tested all applications for their ability to scan multiple pages and cannot verify that all applications will work in this manner.
Scanning multiple pages into OmniPage Limited Edition
Follow these steps to scan multiple pages into Caere OmniPage Limited Edition:
  1. Open Caere OmniPage Limited Edition.
  2. Load the originals into the automatic document feeder or onto the glass.
  3. Click the Acquire Image icon (shaped like a scanner) on the toolbar. The first page will be pulled onto the glass and scanned. The image will appear in the preview pane and the original will stay on the glass.
  4. Click OCR on the toolbar.
  5. A menu will appear asking if all pages are to be recognized or just this page. Select ALL Pages .
  6. All the remaining pages will be scanned and converted. The final page will remain on the glass until OmniPage is exited or can be removed manually.
  7. A message window will appear asking if the application should stop scanning or add pages. More pages can be added at this time or, if scanning is complete, complete the operation by clicking Stop Scanning .
Modifying the MATDS32.INI file
Applications that have been installed since the HP all-in-one product was installed may not be listed in the file. To get these applications to appear it may be necessary to uninstall the HP all-in-one product software then reinstall it. The application does not support multipage scanning if multipage scanning still does not work after modifying the MATDS32.INI file.
NOTE: HP takes no responsibility for any problems encountered in applications as a result of modifying the MATDS32.INI file. Modify this file at your own risk.
Follow these steps to modify the MATDS32.INI file:
  1. Click Start , Find then Files or Folders .
  2. In the named field type in MATDS32.INI then click Find Now .
  3. Double-click the MATDS32.INI file to open it in NotePad.
  4. There will be a listing of applications with information such the information in Figure 5:
    Figure 5: Example of MATDS32.INI file contents
  5. Print the original file by clicking File and Print .
  6. Change the lines that read "OnePageOnly=True" to "OnePageOnly=False" for the application that multipage scanning is desired.
  7. Change the lines that read "NoADF=True" to read "NoADF=False" (unless this is for a R40 model) for the applications that multipage scanning is desired.
  8. Click File and Save .
  9. Close all programs and restart the computer.
  10. Change the modified lines back to their original state if multi-page scanning does not work or there are application errors.
Scanning to e-mail
The e-mail or fax program must be set-up and functioning properly before using it with HP Precisionscan. HP Presicionscan can scan directly to some applications. Other e-mail applications can be scanned into provided they have TWAIN-scan capability. Contact the e-mail vendor for difficulty in configuring the e-mail program. It is strongly recommended to scan the original to a file and attach the file to an e-mail message (or fax the file contents to the recipient) if the email program does not appear in Scan To in HP Precisionscan. If the recipient of cannot open the file, scan the file and save it as an image using a JPEG or TIFF format. Attach this file to the e-mail and send it again.
Cannot edit scanned text
See the following:
  1. If HP Precisionscan identified the text as a drawing or photograph, use the Viewer to change the region type to Text and transfer the scan to the destination again. Make sure the destination accepts editable text. The scan resolution should be 300 dpi for text scans.
  2. If the original contains graphics or text, initiate the scan from the HP Precisionscan instead of from within a third-party program.
  3. If the program places text in frames, try enlarging the frames to display all of the text.
  4. Make sure Auto Detect is enabled in HP Precisionscan.
  5. Text does not look right or formatting is lost. It is not expected that an OCR operation be perfect because it is not 100 percent accurate. Handwritten text, nonstandard fonts, lines, boxes, and special characters will not be recognized. The formatting may be lost depending on the OCR software and the word processor used.
  6. Graphs, Spreadsheets, tables and charts will most likely scan in as a graphic due to the lines and grid. Spreadsheet formulas are always lost because they do not show in the image.
  7. Manually select the Textregion and type in the Scan Settings/Region Type section.
  8. The initial beta downloads of the Windows 2000 HP Viewer did not include the ReadIris OCR software to allow for shorter download times. This OCR software will be available in the Full version of the Windows 2000 HP viewer software.
Scanned image does not look right
The scanned image when looked at in the preview window will not appear, as it will in final form. The preview scan image is at a much lower resolution than most final scans. The quality of the scanned image on the screen is also very reliant on the video driver and display settings in the computer. The image is processed through the video driver before it is rendered to the screen. Changing settings or drivers may change the output. Check these situations for further assistance:
Looks bad on screen, but prints fine
The monitor may be set to display fewer colors than are used in the scan. To change the display settings, follow these steps:
  1. On the Windows taskbar, click Start , Settings , then Control Panel .
  2. In Control Panel , double-click Display .
  3. Click the Settings tab.
  4. In the Color palette (Windows 95 or NT) or Colors (Windows 98) area, choose a higher setting, and click OK .
Looks different in the destination than original
  1. Verify that the scan settings were those desired. Changing the scan settings may also yield different results. If the image is grainy, increase the scan resolution slightly.
  2. Do a preview scan and move the mouse pointer over the regions (outlined by blue boxes). The pointer will change to reflect the region type that was auto detected. Verify that the correct region type is being selected for each region. Right-click the region to view and modify the region type. More information on regions and region types can be found in the Help section topics.
  3. When scanning an image, save it to a different file format. For instance, try saving it as a JPEG or TIFF file. When saving a scan as a JPEG, there is often a quality or compression setting that can be adjusted. If the scan is to be used in Windows (such as in a screen saver or for wallpaper) the scan must be saved as a Windows bitmap (.BMP).
  4. The destination can represent colors slightly differently than they appear in the original. If the destination is an image editor, try modifying the colors in the image editor.
  5. Auto Detect may be interfering. Try turning this function off in HP Precisionscan by selecting Settings on the initial screen. Choose the Auto Detect tab, remove the check from Detect Regionson the page , and then scan.
  6. One or more of the colors in the color print cartridge may be out of ink. Replace the appropriate cartridge.
  7. Try making a copy with the same quality settings. If the copy looks better it may be that there are limitations in the image software.
    Example 1: Adobe PhotoDeluxe only supports printing at 300 x 300 dpi, even though the HP Officejet is capable of 600 x 600 dpi.
    Example 2: Adobe Acrobat down samples images to either 75 or 150 dpi depending on the version.
  8. Some image editors also convert the file format into one of their own. This may result in loss of quality during the conversion process.
Scan hangs
Try cycling power on the HP Officejet product and restarting the computer if the scan hangs, and then try to scan again. This usually occurs if system resources (available RAM) are low. If this is a recurring problem, try unloading some of the programs and tasks that load during the computer startup or close all running applications first.
Scan error 2117
On the computer screen the following error message appears: “An undefined program error has occurred (2117).” Follow the instructions below:
  1. Make sure the product is turned on, by pressing the white button on the left side of the front panel.
  2. Close HP Precisionscan and turn the product off and on. If this does not work, restart the computer.
  3. Verify that the IEEE-1284 parallel printer cable is securely connected to the product and directly connected to the parallel port of the computer. Do not use a switchbox or pass-through device.
Scanner system failure
This error occurs if the scanner bulb is not being heated up to the correct temperature or there is some other problem with the scanner hardware. Verify that the scanner bulb is lit. Power cycle the HP Officejet product and see if the error comes back. If it does, take the HP Officejet product off of any power strip that it is on and try it again. The power strip may not be supplying enough power to the HP Officejet product. The unit will need to be serviced if nothing works. Refer to Chapter 2 in the Customer Care Guide that came with the HP Officejet product for assistance in getting the unit serviced.
Network scanning
Network scanning is only possible when the HP Officejet R series is connected through a HP Jetdirect print server. Scanning is accomplished using the software internal to the HP print server, not the HP Officejet R series software. The only required software is an Internet Browser. These print servers will work correctly:
  • HP Jetdirect 170x model J3258B. It must be the "B" version or be updated to the "B" version firmware. Print a self-test page from the print server to determine the firmware version.
  • HP Jetdirect 300x with firmware version H.08.05 or J.08.05 or later.
  • HP Jetdirect 70x.
  • HP Jetdirect 500x when connected to Port 1 on the print server (the other two ports do not support scanning).
Scanning using the HP Jetdirect Firmware
Use these steps to scan using the HP Jetdirect print server software:
  1. Print a self-test from the print server by pressing the TEST button on the back of the print server.
  2. Open an Internet browser such as Microsoft's Internet Explorer.
  3. Type the I.P. address from the second page of the test report into the address line of the browser and then press ENTER. The browser software should connect to the print server.
  4. Click the SCAN button on the left side of the display. Follow the instructions to scan.
General OCR tips
The following is a list of tips that can improve the results of an OCR (scanning text into a word processor) operation:
  • If possible, specify the font of the documents be set to a standard font such as Courier or Arial.
  • Do not use special characters or lines.
  • Make sure the page is oriented correctly on the scanner glass. The top of the page should be to the right side of the scanner glass.
  • Scan text in at a resolution of 300 dpi and do not perform a color scan (unless there are graphics mixed in).
  • Preview the scan before doing the final scan. The preview gives the opportunity to make changes to the detected regions types. A title might be detected as a drawing instead of text. Change the region type by right-clicking it and choosing Text.
  • Make sure the scanner glass and the white backing on the top cover are clean.
  • Colored papers, custom stationary, and text with graphics behind them will not OCR.
General scanning tips
  • Make sure the scanner glass and white backing on the top cover are clean. After cleaning, power down the HP Officejet and let it recalibrate the scanner.
  • Do a preview scan first and verify that the correct region types are being detected.
  • Scan at the resolution desired for the final output (for example, 150 - 300 dpi for EconoFast and 300 - 600 dpi for normal and best mode).
  • Scan images that will be enlarged at a higher resolution.
  • Perform screen and/or monitor calibrations if the imaging software supports this.
  • If the imaging software supports printing with Image Color Matching (the software may refer to this as ICC information) or ICM, turn this option on in the print driver.
  • Make sure that the color depth setting of the display is at least 16-bit.
  • The higher the brightness rating of the paper to be scanned, the better the results will be. This is also true of printing. The brightness information should be found on the paper packaging. Newsprint has an average brightness scale rating of 65. Regular copier paper has an average brightness scale rating of 83. HP Bright White Inkjet Paper has an average brightness scale rating of 99+.
How to find referenced documents
The documents referenced above can be found by going to the HP Officejet-support.com Web site. Select the HP Officejet R series and Search Support Documents . Selecting the model of the HP Officejet product will bring up the Support Documents page. Clicking any of the topics will bring up a list of documents on that topic. If the document that is needed does not appear on the list, go back to the list of support topics and click the “click here” link. Type in the name or title of the document, if or search based on key words. Follow the tips to narrow the list of documents matched.

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