PrintIssue
When attempting to scan, or, during the scanning process, the error message An unexpected internal error has occurred
may display on the computer screen. There are three scenarios where this issue occurs.
This document covers each scenario where this error may occur and provides links to the appropriate documentation for resolving each scenario.
Solution one
If you have multiple versions of HP Image Zone software installed on your computer,
click here to download a patch that might resolve this issue
.
If you do not know if you have multiple versions of HP Image Zone installed, follow the instructions below.
- Click Start , point to Settings , and then click Control Panel .
- Click Add/Remove Programs .
- In the list of programs that displays, look for the following entries:
- HP Image Zone
- HP Photo and Imaging Gallery
- If there is more than one entry listed, then there are multiple versions of HP Image Zone software installed on the computer.
- Click here to download the patch. Follow the on-screen instructions to download and install the patch.
- If the issue persists, try the next solution.
Solution two
Clicking Scan picture or image
in the HP Director software results in an unexpected internal error or causes the computer system to stop responding.
Click here to resolve this issue (c00369826).
Solution three
When accepting a scan from the HP Scanning preview window, the scanner may start to scan and then lock up with the lamp approximately ½ way down the scanner bed. This results in an unexpected internal error or causes the computer system to stop responding.
Click here to resolve this issue (c00373192).
Solution four
When accepting a scan, the scanner completes the final scan and the lamp returns to the home position; however, when the image is being processed or sent to the receiving application (that is, HP Photo and Imaging Gallery), an unexpected internal error occurs.
Click here to resolve this issue (c00373192).
Solution five
Immediately after clicking Scan Picture from the HP Director when using an HP Scanjet 3970 with v2.2 software, an unexpected internal error occurs.
If clicking Scan Document from the HP Director when using an HP Scanjet 3970 with v2.2 software, an unsupported operation message appears. After clicking through this error message several times, an unexpected internal error message displays on the computer screen.
Click here to resolve this issue (c00035386).
