Jump to content
United States - English

Resolving 'Scanner not Found' Errors Associated with Code 19 in Microsoft Windows 2000 and XP

Give us feedback

This document:
  • » Was helpful
  • » Was not helpful
  • » Does not apply

Support details

Issue
After installing an HP Scanjet Scanner in Microsoft Windows XP or Windows 2000, the scanner may work initially. However, after restarting (or rebooting) the computer system, a "Scanner Not Found" or similar error message displays when trying to use the scanner. Checking the scanner in Device Manager will reveal the scanner driver failed with Error Code 19.
Solution
Follow the instructions below.
Verifying Code 19 in the Device Manager
First, verify that the error is a code 19 error.
  1. Open the System Properties window.
    • Click Start , right-click My Computer , and then click Properties . The System Properties box opens.
  2. Click the Hardware tab, and then click Device Manager . The Device Manager opens.
  3. Click the plus sign (+) next to Imaging devices to expand the category. Look for a Hewlett-Packard Scanjet scanner entry (see Figure 1). If there is not an Imaging devices category present, click here for additional troubleshooting instructions (c00040499) .
Figure 1: Hewlett-Packard scanner in the Imaging devices category
  1. If there is a yellow circle with an exclamation point next to the Hewlett-Packard Scanjet entry, double-click the Scanjet entry to open the Scanjet properties window.
  2. In the Scanjet properties window, check the device status near the bottom of the properties screen. If the Device Status states, This device is currently not working or does not have all the drivers installed (Code 19) , continue with Solution one in this document. If not, click here for additional troubleshooting instructions (c00040499) .
Solution one
Scan the computer system for viruses using an online virus scan program . If no viruses are found, skip to Solution two. Two different viruses are known to cause this issue:
  • Klez virus (all variants).
  • BugBear virus.
These viruses search the computer for key words such as “scan” in an attempt to infect and disable anti-virus software. The service USBSCAN is disabled in this manner, preventing the scanner from functioning correctly.
CAUTION: Make a backup copy of all critical files before running a virus scan. It is possible for a computer system to be so badly infected by a virus that the computer operating system becomes unstable after removing the virus. In this situation, the only solution is to reinstall the operating system and recover critical files from backups or revert to a restore point. If backup files or a restore point are used to restore the computer system, scan the computer and any files recovered from backup files or the computer system may be re-infected. Please contact the computer manufacturer for assistance in recovering or restoring the computer system if it becomes unstable or will not restart after removing a virus.
If the computer system is already infected by one of these viruses, the installed anti-virus program may be compromised. It is recommended that an online virus scan be used to scan the computer system for the presence of these viruses. Many Web sites have online virus scans and virus cleaner programs available.
If a virus is found and removed, uninstall all instances of the scanning software from the computer system. Restart the computer system and then re-install the HP Scanning software by following the on screen instructions.
If no virus is found on the computer system, continue with Solution two.
Back to top
Solution two
Run the scanning software in Windows 2000 compatibility mode (XP only)
  1. On the Windows Desktop, right-click the HP Scanning software icon.
  2. Click Properties , then click the Compatibility tab.
  3. Click Run this program in compatibility mode , then select Windows 2000 from the operating system options.
  4. Try scanning again. If the scanner still will not work, click here for additional troubleshooting instructions (c00040499) .
Back to top


Other solutions customers found helpful

» HP Scanjet Scanner -- Resolving USB Scanner Initialization and Related Communication Error Messages
» HP Scanjet Scanners -- Mac OS: 'Cannot Initialize Scanner, Scanner not Found' Message Displays When Attempting to Scan an Image
» HP Scanners -- Latest Update/Patch Information
» HP Scanjet Scanners -- Verifying Connectivity and USB Functionality
Search
Contact HP