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HP Customer Support

HP Deskjet F2480 All-in-One Printer Troubleshooting

Scanned Files Disappear after Scanning with HP Solution Center

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Issue

When scanning with HP software, the scan of a photo or document appears to complete successfully, but the HP software does not save the scan to your designated folder and does not report any errors. This issue occurs when using HP version 13 or 14 of the print driver.

Cause

When installing or upgrading the HP software to version 13 or 14, the files do not install correctly.
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To resolve the issue successfully, you must first determine which HP software version is installed on your computer. Click the plus sign ( ) next to your operating system, and then follow the instructions provided.
  1. On the Windows taskbar, click (Start ) ( ), and then click Control Panel .
  2. In the Control Panel window, click Add or Remove Programs , and then wait for the list of programs installed on your computer to display.
  3. Find the name of your HP printer and its software version.
    Figure 1: Example of the listing of the HP printer and the software version (14.0)
    Image:Example of the listing of the HP printer and the software version (14.0)
  1. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel .
  2. Under Programs in the Control Panel window, click Uninstall a Program , and then wait for the list of programs installed on your computer to display.
  3. Find the name of your HP printer and its software version.
    Figure 2: Example of the listing of the HP printer and the software version (14.0)
    Image:Example of the listing of the HP printer and the software version (14.0)
  1. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel .
  2. Under Programs in the Control Panel window, click Uninstall a Program , and then wait for the list of programs installed on your computer to display.
  3. Find the name of your HP printer and its software version.
    Figure 3: Example of the listing of the HP printer and the software version (14.0)
    Image:Example of the listing of the HP printer and the software version (14.0)
  • If the version number is 13.x or 14.x , select the version number that corresponds with your software, and then follow the instructions in the order given to resolve the issue.
  • If the version number is not 13.x or 14.x , stop troubleshooting. This document does not apply to your issue.
Click the Plus sign ( ) next to the software version installed on your computer, and then follow the instructions to resolve the issue.
Follow these solutions in the order presented to resolve the issue if your HP software is version 13.
Follow these solutions in the order given to resolve the issue in Windows XP.

Solution one: Install the Critical Update from the HP website

HP provides a Critical Update to resolve the issue. Follow these steps to download and install the Critical Update.
  1. Click the following link to open the critical update that resolves the issue.
  2. Make sure that your computer meets the system requirements, and then click Download .
  3. Choose one of the following options to download the update to the computer.
    • If you want to install the update on the computer immediately, click Run .
      NOTE:Click Run again if the computer displays a Security Warning message.
    • If you want to install the update at a later time, click Save , select a destination on the computer for the file to save, and then click Save . When the download is complete, click the downloaded file.
  4. Follow the on-screen instructions to install the update.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Download an automated tool to resolve the issue

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

Video of downloading and running the Print and Scan Doctor

The following video demonstrates how to download and run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
    What does the Print and Scan Doctor check for?
    The Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
    • Connectivity :
      • USB: Ensures that the USB connection from your computer to the HP product is working correctly.
      • Network: Ensures that the network connection between your computer and your network is working correctly.
    • 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.
Step one: Download the Print and Scan Doctor
NOTE:The HP Print and Scan Doctor might not be available for all HP products, particularly older products. It is available for most products, however, and in most languages. This tool is available only for Windows operating systems. The tool is not available for Mac OS X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      Method one: Run the utility
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      Method two: Save the utility
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 4: Example tool with list of HP products installed
    Graphic: HP Print and Scan Doctor
Step two: Use the Print and Scan Doctor
The following steps provide guidance on how to use the Print and Scan Doctor on your computer.
  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.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 5: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is available only for multi-function products.
    Figure 6: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve the diagnosed scanning problems
  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • 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.
        Still experiencing scanning issues?
        Click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users
        Figure 7: Example of additional support options
        Graphic: Additional support options
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Check the Scan Destination path

Follow these steps to make sure that the Scan Destination path is correct.
  1. On the Windows taskbar, click Start ( ), click All Programs , click HP , and then click HP Solution Center .
  2. Click the Scan Document or Scan Photo button.
  3. In the Scanning from window that opens, click the Change Settings button.
      What if I'm not prompted to select my scanning preferences?
      If you disabled Scan Preview, the printer software does not prompt you to select your scanning preferences. Follow these steps to enable Scan Preview.
      1. In HP Solution Center, click Settings , and then click Scan Settings .
      2. Click Scan Document , and then click Photo Settings .
      3. Click the checkbox next to Scan Preview , and then click OK .
  4. Click the Save to file button.
  5. Under Save Location , navigate to the location specified on your computer to make sure that it exists.
    • If the location exists , save the file to this location.
    • If the location does not exist , save the file to a different location.
  6. Try the 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 four: Download and install version 14 of the HP printer software

Follow these instructions to download and install version 14 of the printer software. Make sure that you uninstall the the previous version of the software first.
Step one: Uninstall version 13 of the printer software
  1. On the Windows taskbar, click Start ( ), and then click All Programs . A list of programs installed on your computer displays.
  2. Click the HP folder, and then click the folder with the name and model number of your HP product.
  3. ClickUninstall , and then follow the on-screen instructions. The Basic Device Software uninstalls.
Step two: Download and install version 14 of the printer software
  1. Reconnect the printer's power cord to the power source (if you disconnected it), and then turn on the printer.
  2. If the printer is connected to the computer with a USB cable or Ethernet cable, disconnect the cable from both the printer and the computer.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers .
  4. Check the instructions on the page, and then click the Plus sign ( ) next to the correct heading for additional instructions:
  5. Click the Plus sign ( ) next to Driver , and then click Full Feature Driver .
  6. Click Download . This option allows you to install the software at any time after the download completes.
  7. Click Save , and then browse to the location on your computer where you want to save the file.
  8. Click Save . The software downloads to your computer.
  9. Browse to where you saved the file, and then double-click the file to start the installation.
  10. Follow the on-screen instructions to complete the installation.
  11. Try the scan again.
Follow these solutions in the order given to resolve the issue in Windows Vista.

Solution one: Install the Critical Update from the HP website

HP provides a Critical Update to resolve the issue. Follow these steps to download and install the Critical Update.
  1. Click the following link to open the critical update that resolves the issue.
  2. Make sure that your computer meets the system requirements, and then click Download .
  3. Choose one of the following options to download the update to the computer.
    • If you want to install the update on the computer immediately, click Run .
      NOTE:Click Run again if the computer displays a Security Warning message.
    • If you want to install the update at a later time, click Save , select a destination on the computer for the file to save, and then click Save . When the download is complete, click the downloaded file.
  4. Follow the on-screen instructions to install the update.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Download an automated tool to resolve the issue

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

Video of downloading and running the Print and Scan Doctor

The following video demonstrates how to download and run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
    What does the Print and Scan Doctor check for?
    The Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
    • Connectivity :
      • USB: Ensures that the USB connection from your computer to the HP product is working correctly.
      • Network: Ensures that the network connection between your computer and your network is working correctly.
    • 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.
Step one: Download the Print and Scan Doctor
NOTE:The HP Print and Scan Doctor might not be available for all HP products, particularly older products. It is available for most products, however, and in most languages. This tool is available only for Windows operating systems. The tool is not available for Mac OS X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      Method one: Run the utility
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      Method two: Save the utility
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 8: Example tool with list of HP products installed
    Graphic: HP Print and Scan Doctor
Step two: Use the Print and Scan Doctor
The following steps provide guidance on how to use the Print and Scan Doctor on your computer.
  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.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 9: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is available only for multi-function products.
    Figure 10: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve the diagnosed scanning problems
  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • 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.
        Still experiencing scanning issues?
        Click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users
        Figure 11: Example of additional support options
        Graphic: Additional support options
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Check the Scan Destination path

Follow these steps to make sure that the Scan Destination path is correct.
  1. On the Windows taskbar, click the Windows icon ( ), click Programs , click HP , and then click HP Solution Center .
  2. Click the Scan Document or Scan Photo button.
  3. In the Scanning from window that opens, click the Change Settings button.
      What if I'm not prompted to select my scanning preferences?
      If you disabled Scan Preview, the printer software does not prompt you to select your scanning preferences. Follow these steps to enable Scan Preview.
      1. In HP Solution Center, click Settings , and then click Scan Settings .
      2. Click Scan Document , and then click Photo Settings .
      3. Click the checkbox next to Scan Preview , and then click OK .
  4. Click the Save to file button.
  5. Under Save Location , navigate to the location specified on your computer to make sure it exists.
    • If the location exists , save the file to this location.
    • If the location does not exist , save the file to a different location.
  6. Try the 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 four: Download and install version 14 of the HP printer software

Follow these instructions to download and install version 14 of the printer software. Make sure that you uninstall the the previous version of the software first.
Step one: Uninstall version 13 of the printer software
  1. Click the Windows icon ( ), and then click All Programs . A list of programs installed on your computer displays
  2. Click the HP folder, and then click the folder with the name and model number of your HP product.
  3. Click Uninstall , and then follow the on-screen instructions to complete the uninstall.
Step two: Download and install version 14 of the printer software
  1. Reconnect the printer's power cord to the power source (if you disconnected it), and then turn on the printer.
  2. If the printer is connected to the computer with a USB cable or Ethernet cable, disconnect the cable from both the printer and the computer.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers .
  4. Check the instructions on the page, and then click the Plus sign ( ) next to the correct heading for additional instructions:
  5. Click the Plus sign ( ) next to Driver , and then click Full Feature Driver .
  6. Click Download . This option allows you to install the software at any time after the download completes.
  7. Click Save , and then browse to the location on your computer where you want to save the file.
  8. Click Save . The software downloads to your computer.
  9. Browse to where you saved the file, and then double-click the file to start the installation.
  10. Follow the on-screen instructions to complete the installation.
  11. Try the scan again.
Follow these solutions in the order given to resolve the issue in Windows 7.

Solution one: Install the Critical Update from the HP website

HP provides a Critical Update to resolve the issue. Follow these steps to download and install the Critical Update.
  1. Click the following link to open the critical update that resolves the issue.
  2. Make sure that your computer meets the system requirements, and then click Download .
  3. Choose one of the following options to download the update to the computer.
    • If you want to install the update on the computer immediately, click Run .
      NOTE:Click Run again if the computer displays a Security Warning message.
    • If you want to install the update at a later time, click Save , select a destination on the computer for the file to save, and then click Save . When the download is complete, click the downloaded file.
  4. Follow the on-screen instructions to install the update.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Download an automated tool to resolve the issue

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

Video of downloading and running the Print and Scan Doctor

The following video demonstrates how to download and run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
    What does the Print and Scan Doctor check for?
    The Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
    • Connectivity :
      • USB: Ensures that the USB connection from your computer to the HP product is working correctly.
      • Network: Ensures that the network connection between your computer and your network is working correctly.
    • 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.
Step one: Download the Print and Scan Doctor
NOTE:The HP Print and Scan Doctor might not be available for all HP products, particularly older products. It is available for most products, however, and in most languages. This tool is available only for Windows operating systems. The tool is not available for Mac OS X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      Method one: Run the utility
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      Method two: Save the utility
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 12: Example tool with list of HP products installed
    Graphic: HP Print and Scan Doctor
Step two: Use the Print and Scan Doctor
The following steps provide guidance on how to use the Print and Scan Doctor on your computer.
  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.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 13: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is available only for multi-function products.
    Figure 14: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve the diagnosed scanning problems
  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • 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.
        Still experiencing scanning issues?
        Click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users
        Figure 15: Example of additional support options
        Graphic: Additional support options
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Check the Scan Destination path

Follow these steps to make sure that the Scan Destination path is correct.
  1. On the Windows taskbar, click the Windows icon ( ), click Programs , click HP , and then click HP Solution Center .
  2. Click the Scan Document or Scan Photo button.
  3. In the Scanning from window that opens, click the Change Settings button.
      What if I'm not prompted to select my scanning preferences?
      If you disabled Scan Preview, the printer software does not prompt you to select your scanning preferences. Follow these steps to enable Scan Preview.
      1. In HP Solution Center, click Settings , and then click Scan Settings .
      2. Click Scan Document , and then click Photo Settings .
      3. Click the checkbox next to Scan Preview , and then click OK .
  4. Click the Save to file button.
  5. Under Save Location , navigate to the location specified on your computer to make sure it exists.
    • If the location exists , save the file to this location.
    • If the location does not exist , save the file to a different location.
  6. Try the 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 four: Download and install version 14 of the HP printer software

Follow these instructions to download and install version 14 of the printer software. Make sure that you uninstall the the previous version of the software first.
Step one: Uninstall version 13 of the printer software
  1. Click the Windows icon ( ), and then click All Programs . A list of programs installed on your computer displays
  2. Click the HP folder, and then click the folder with the name and model number of your HP product.
  3. Click Uninstall , and then follow the on-screen instructions to complete the uninstall.
Step two: Download and install version 14 of the printer software
  1. Reconnect the printer's power cord to the power source (if you disconnected it), and then turn on the printer.
  2. If the printer is connected to the computer with a USB cable or Ethernet cable, disconnect the cable from both the printer and the computer.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers .
  4. Check the instructions on the page, and then click the Plus sign ( ) next to the correct heading for additional instructions:
  5. Click the Plus sign ( ) next to Driver , and then click Full Feature Driver .
  6. Click Download . This option allows you to install the software at any time after the download completes.
  7. Click Save , and then browse to the location on your computer where you want to save the file.
  8. Click Save . The software downloads to your computer.
  9. Browse to where you saved the file, and then double-click the file to start the installation.
  10. Follow the on-screen instructions to complete the installation.
  11. Try the scan again.
Click your operating system, and then follow these solutions in the order presented to resolve the issue if your HP software is version 14.
Follow these solutions in the order given to resolve the issue in Windows XP.

Solution one: Download an automated tool to resolve the issue

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

Video of downloading and running the Print and Scan Doctor

The following video demonstrates how to download and run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
    What does the Print and Scan Doctor check for?
    The Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
    • Connectivity :
      • USB: Ensures that the USB connection from your computer to the HP product is working correctly.
      • Network: Ensures that the network connection between your computer and your network is working correctly.
    • 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.
Step one: Download the Print and Scan Doctor
NOTE:The HP Print and Scan Doctor might not be available for all HP products, particularly older products. It is available for most products, however, and in most languages. This tool is available only for Windows operating systems. The tool is not available for Mac OS X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      Method one: Run the utility
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      Method two: Save the utility
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 16: Example tool with list of HP products installed
    Graphic: HP Print and Scan Doctor
Step two: Use the Print and Scan Doctor
The following steps provide guidance on how to use the Print and Scan Doctor on your computer.
  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.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 17: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is available only for multi-function products.
    Figure 18: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve the diagnosed scanning problems
  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • 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.
        Still experiencing scanning issues?
        Click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users
        Figure 19: Example of additional support options
        Graphic: Additional support options
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Copy the correct version of hpqxmlul.dll into the Bin folder

Select the download method you wish to use, and then follow the instructions to copy the hpqxmlul.dll file into the Bin folder.
If you have a software CD that has version 14 of the product software, follow these steps to resolve the issue.
  1. Insert the HP product software CD into the CD-ROM drive, and then close any HP installation window that opens.
  2. Right-clickStart ( ) on the bottom left corner of the desktop, and then click Open Windows Explorer .
  3. Click Computer , and then click your CD/DVD drive to browse the folders on the HP software CD.
  4. Double-click the Setup folder, double-click the Destinations folder, and then click the Destinations cab file.
  5. In the Destinations cab window, find the hpqxmlul.dll1 file.
  6. Right-click the hpqxmlul.dll1 file, click Extract , and then save to the Desktop.
  7. Right-click the hpqxmlul.dll1 file on the Desktop, and click Rename .
  8. Change the name of the file to hpqxmlul.dll .
  9. Right-click the renamed file, and then click Copy .
  10. On the Windows taskbar, click Start ( ), click My Computer , and then click Local Disk (C:) , .
  11. Click Program Files or Program Files (x86) folder, and then click the Digital Imaging/Bin
    NOTE:If you see a Program Files and a Program Files (x86) folder, open the Program Files (x86) folder.
  12. Right-click anywhere in the Digital Imaging/Bin folder, and then click Paste to insert the correct version of hpqxmlul.dll into the folder. If you see a message that file already exists, click Yes anyway to replace the file.
  13. Close the folders, and then try the scan again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
If HP printer's software was originally downloaded from the HP website, follow these steps to resolve the issue.
  1. On the Windows taskbar, click Start ( ), click Run , type %temp% in the Run box, and then press Enter on the keyboard.
  2. In the Temp folder, find the most recent (by date the file was created) 7z folder, and then click it to open it.
  3. Double-click the Setup folder, double-click the Destinations folder, and then click the Destinations cab file.
  4. In the Destinations cab window, find the hpqxmlul.dll1 file.
  5. Right-click the hpqxmlul.dll1 file, click Extract , and then save to the Desktop.
  6. Right-click the hpqxmlul.dll1 file on the Desktop, and click Rename .
  7. Change the name of the file to hpqxmlul.dll .
  8. Right-click the renamed file, and then click Copy .
  9. On the Windows taskbar, click Start ( ), click My Computer , and then click Local Disk (C:) ..
  10. Click Program Files or Program Files (x86) folder, and then click the Digital Imaging/Bin
    NOTE:If you see a Program Files and a Program Files (x86) folder, open the Program Files (x86) folder.
  11. Right-click anywhere in the Digital Imaging/Bin folder, and then click Paste to insert the correct version of hpqxmlul.dll into the folder. If you see a message that file already exists, click Yes anyway to replace the file.
  12. Close the folders, and then try the 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 three: Check the Scan Destination path

Follow these steps to make sure that the Scan Destination path is correct.
  1. On the Windows taskbar, click Start ( ), click All Programs , click HP , and then click HP Solution Center .
  2. Click the Scan Document or Scan Photo button.
  3. In the Scanning from window that opens, click the Change Settings button.
      What if I'm not prompted to select my scanning preferences
      If you disabled Scan Preview, the printer software does not prompt you to select your scanning preferences. Follow these steps to enable Scan Preview.
      1. In HP Solution Center, click Settings , and then click Scan Settings .
      2. Click Scan Document , and then click Photo Settings .
      3. Click the checkbox next to Scan Preview , and then click OK .
  4. Click the Save to file button.
  5. Under Save Location , navigate to the location specified on your computer to make sure it exists.
    • If the location exists , save the file to this location.
    • If the location does not exist , save the file to a different location.
  6. Try the 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 four: Download and install the product's latest print driver

Follow these instructions to download and install version 14 of the printer software. Make sure that you uninstall the the previous version of the software first.
Step one: Uninstall the printer software
  1. On the Windows taskbar, click Start ( ), and then click All Programs . A list of programs installed on your computer displays.
  2. Click the HP folder, and then click the folder with the name and model number of your HP product.
  3. ClickUninstall , and then follow the on-screen instructions. The Basic Device Software uninstalls.
Step two: Download and install the product's latest full feature print driver
  1. Reconnect the printer's power cord to the power source (if you disconnected it), and then turn on the printer.
  2. If the printer is connected to the computer with a USB cable or Ethernet cable, disconnect the cable from both the printer and the computer.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers .
  4. Check the instructions on the page, and then click the Plus sign ( ) next to the correct heading for additional instructions:
  5. Click the Plus sign ( ) next to Driver , and then click Full Feature Driver .
  6. Click Download . This option allows you to install the software at any time after the download completes.
  7. Click Save , and then browse to the location on your computer where you want to save the file.
  8. Click Save . The software downloads to your computer.
  9. Browse to where you saved the file, and then double-click the file to start the installation.
  10. Follow the on-screen instructions to complete the installation.
  11. Try the scan again.

Windows Vista

Follow these solutions in the order given to resolve the issue in Windows Vista.

Solution one: Download an automated tool to resolve the issue

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

Video of downloading and running the Print and Scan Doctor

The following video demonstrates how to download and run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
    What does the Print and Scan Doctor check for?
    The Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
    • Connectivity :
      • USB: Ensures that the USB connection from your computer to the HP product is working correctly.
      • Network: Ensures that the network connection between your computer and your network is working correctly.
    • 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.
Step one: Download the Print and Scan Doctor
NOTE:The HP Print and Scan Doctor might not be available for all HP products, particularly older products. It is available for most products, however, and in most languages. This tool is available only for Windows operating systems. The tool is not available for Mac OS X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      Method one: Run the utility
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      Method two: Save the utility
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 20: Example tool with list of HP products installed
    Graphic: HP Print and Scan Doctor
Step two: Use the Print and Scan Doctor
The following steps provide guidance on how to use the Print and Scan Doctor on your computer.
  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.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 21: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is available only for multi-function products.
    Figure 22: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve the diagnosed scanning problems
  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • 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.
        Still experiencing scanning issues?
        Click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users
        Figure 23: Example of additional support options
        Graphic: Additional support options
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Copy the correct version of hpqxmlul.dll into the Bin folder

Select the download method you wish to use, and then follow the instructions to copy the hpqxmlul.dll file into the Bin folder.
If you have a software CD that has version 14 of the product software, follow these steps to resolve the issue.
  1. Insert the HP product software CD into the CD-ROM drive, and then close any HP installation window that opens.
  2. Right-click on the Windows icon ( ) on the bottom left corner of the desktop, and then click Open Windows Explorer .
  3. Click Computer , and then click your CD/DVD drive to browse the folders on the HP software CD.
  4. Double-click the Setup folder, double-click the Destinations folder, and then click the Destinations cab file.
  5. In the Destinations cab window, find the hpqxmlul.dll1 file.
  6. Right-click the hpqxmlul.dll1 file, click Extract , and then save to the Desktop.
  7. Right-click the hpqxmlul.dll1 file on the Desktop, and click Rename .
  8. Change the name of the file to hpqxmlul.dll .
  9. Right-click the renamed file, and then click Copy .
  10. On the Windows taskbar, click the Windows icon ( ), click Computer , and then click windows (C:) .
  11. Click the Program Files or Program Files (x86) folder, and then click Digital Imaging/Bin
    NOTE:If you see a Program Files folder and a Program Files (x86) folder, open the Program Files (x86) folder.
  12. Right-click anywhere in the Digital Imaging/Bin folder,
    and then click Paste to insert the correct version of hpqxmlul.dll into the folder. If you see a message that file already exists, click Yes anyway to replace the file.
  13. Close the folders, and then try the scan again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
If HP printer's software was originally downloaded from the HP website, follow these steps to resolve the issue.
  1. On the Windows taskbar, click the Windows icon ( ), type %temp% in the Search programs and files box, and then press Enter on the keyboard.
  2. In the Temp folder, find the most recent (by date the folder was created) 7z folder, and then click it to open it.
  3. Double-click the Setup folder, double-click the Destinations folder, and then click the Destinations cab file.
  4. In the Destinations cab window, find the hpqxmlul.dll1 file.
  5. Right-click the hpqxmlul.dll1 file, click Extract , and then save to the Desktop.
  6. Right-click the hpqxmlul.dll1 file on the Desktop, and click Rename .
  7. Change the name of the file to hpqxmlul.dll .
  8. Right-click the renamed file, and then click Copy .
  9. showhide
    On the Windows taskbar, click the Windows icon ( ), click Computer , and then click windows (C:) .
  10. Click the Program Files or Program Files (x86) folder, and then click Digital Imaging/Bin
    NOTE:If you see a Program Files and a Program Files (x86) folder, open the Program Files (x86) folder.
  11. Right-click anywhere in the Digital Imaging/Bin folder, and then click Paste to insert the correct version of hpqxmlul.dll into the folder. If you see a message that file already exists, click Yes anyway to replace the file.
  12. Close the folders, and then try the 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 three: Check the Scan Destination path

Follow these steps to make sure that the Scan Destination path is correct.
  1. On the Windows taskbar, click the Windows icon ( ), click Programs , click HP , and then click HP Solution Center .
  2. Click the Scan Document or Scan Photo button.
  3. In the Scanning from window that opens, click the Change Settings button.
      What if I'm not prompted to select my scanning preferences
      If you disabled Scan Preview, the printer software does not prompt you to select your scanning preferences. Follow these steps to enable Scan Preview.
      1. In HP Solution Center, click Settings , and then click Scan Settings .
      2. Click Scan Document , and then click Photo Settings .
      3. Click the checkbox next to Scan Preview , and then click OK .
  4. Click the Save to file button.
  5. Under Save Location , navigate to the location specified on your computer to make sure it exists.
    • If the location exists , save the file to this location.
    • If the location does not exist , save the file to a different location.
  6. Try the 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 four: Download and install the most recent version of the HP printer software

Follow these instructions to download and install version 14 of the printer software. Make sure that you uninstall the previous version of the software first.
Step one: Uninstall the printer software
  1. Click the Windows icon ( ), and then click All Programs . A list of programs installed on your computer displays
  2. Click the HP folder, and then click the folder with the name and model number of your HP product.
  3. Click Uninstall , and then follow the on-screen instructions to complete the uninstall.
Step two: Download and install the product's latest full feature print driver
  1. Reconnect the printer's power cord to the power source (if you disconnected it), and then turn on the printer.
  2. If the printer is connected to the computer with a USB cable or Ethernet cable, disconnect the cable from both the printer and the computer.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers .
  4. Check the instructions on the page, and then click the Plus sign ( ) next to the correct heading for additional instructions:
  5. Click the Plus sign ( ) next to Driver , and then click Full Feature Driver .
  6. Click Download . This option allows you to install the software at any time after the download completes.
  7. Click Save , and then browse to the location on your computer where you want to save the file.
  8. Click Save . The software downloads to your computer.
  9. Browse to where you saved the file, and then double-click the file to start the installation.
  10. Follow the on-screen instructions to complete the installation.
  11. Try the scan again.
Follow these solutions in the order given to resolve the issue in Windows 7.

Solution one: Download an automated tool to resolve the issue

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

Video of downloading and running the Print and Scan Doctor

The following video demonstrates how to download and run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
    What does the Print and Scan Doctor check for?
    The Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
    • Connectivity :
      • USB: Ensures that the USB connection from your computer to the HP product is working correctly.
      • Network: Ensures that the network connection between your computer and your network is working correctly.
    • 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.
Step one: Download the Print and Scan Doctor
NOTE:The HP Print and Scan Doctor might not be available for all HP products, particularly older products. It is available for most products, however, and in most languages. This tool is available only for Windows operating systems. The tool is not available for Mac OS X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      Method one: Run the utility
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      Method two: Save the utility
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 24: Example tool with list of HP products installed
    Graphic: HP Print and Scan Doctor
Step two: Use the Print and Scan Doctor
The following steps provide guidance on how to use the Print and Scan Doctor on your computer.
  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.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 25: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is available only for multi-function products.
    Figure 26: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve the diagnosed scanning problems
  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • 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.
        Still experiencing scanning issues?
        Click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users
        Figure 27: Example of additional support options
        Graphic: Additional support options
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Copy the correct version of hpqxmlul.dll into the Bin folder

Select the download method you wish to use, and then follow the instructions to copy the hpqxmlul.dll file into the Bin folder.
If you have a software CD that has version 14 of the product software, follow these steps to resolve the issue.
  1. Insert the HP product software CD into the CD-ROM drive, and then close any HP installation window that opens.
  2. Right-click on the Windows icon ( ) on the bottom left corner of the desktop, and then click Open Windows Explorer .
  3. Click Computer , and then click your CD/DVD drive to browse the folders on the HP software CD.
  4. Double-click the Setup folder, double-click the Destinations folder, and then click the Destinations cab file.
  5. In the Destinations cab window, find the hpqxmlul.dll1 file.
  6. Right-click the hpqxmlul.dll1 file, click Extract , and then save to the Desktop.
  7. Right-click the hpqxmlul.dll1 file on the Desktop, and click Rename .
  8. Change the name of the file to hpqxmlul.dll .
  9. Right-click the renamed file, and then click Copy .
  10. On the Windows taskbar, click the Windows icon ( ), click Computer , and then click windows (C:) .
  11. Click the Program Files or Program Files (x86) folder, and then click Digital Imaging/Bin
    NOTE:If you see a Program Files folder and a Program Files (x86) folder, open the Program Files (x86) folder.
  12. Right-click anywhere in the Digital Imaging/Bin folder,
    and then click Paste to insert the correct version of hpqxmlul.dll into the folder. If you see a message that file already exists, click Yes anyway to replace the file.
  13. Close the folders, and then try the scan again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
If HP printer's software was originally downloaded from the HP website, follow these steps to resolve the issue.
  1. On the Windows taskbar, click the Windows icon ( ), type %temp% in the Search programs and files box, and then press Enter on the keyboard.
  2. In the Temp folder, find the most recent (by date the folder was created) 7z folder, and then click it to open it.
  3. Double-click the Setup folder, double-click the Destinations folder, and then click the Destinations cab file.
  4. In the Destinations cab window, find the hpqxmlul.dll1 file.
  5. Right-click the hpqxmlul.dll1 file, click Extract , and then save to the Desktop.
  6. Right-click the hpqxmlul.dll1 file on the Desktop, and click Rename .
  7. Change the name of the file to hpqxmlul.dll .
  8. Right-click the renamed file, and then click Copy .
  9. showhide
    On the Windows taskbar, click the Windows icon ( ), click Computer , and then click windows (C:) .
  10. Click the Program Files or Program Files (x86) folder, and then click Digital Imaging/Bin
    NOTE:If you see a Program Files and a Program Files (x86) folder, open the Program Files (x86) folder.
  11. Right-click anywhere in the Digital Imaging/Bin folder, and then click Paste to insert the correct version of hpqxmlul.dll into the folder. If you see a message that file already exists, click Yes anyway to replace the file.
  12. Close the folders, and then try the 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 three: Check the Scan Destination path

Follow these steps to make sure that the Scan Destination path is correct.
  1. On the Windows taskbar, click the Windows icon ( ), click Programs , click HP , and then click HP Solution Center .
  2. Click the Scan Document or Scan Photo button.
  3. In the Scanning from window that opens, click the Change Settings button.
      What if I'm not prompted to select my scanning preferences
      If you disabled Scan Preview, the printer software does not prompt you to select your scanning preferences. Follow these steps to enable Scan Preview.
      1. In HP Solution Center, click Settings , and then click Scan Settings .
      2. Click Scan Document , and then click Photo Settings .
      3. Click the checkbox next to Scan Preview , and then click OK .
  4. Click the Save to file button.
  5. Under Save Location , navigate to the location specified on your computer to make sure it exists.
    • If the location exists , save the file to this location.
    • If the location does not exist , save the file to a different location.
  6. Try the 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 four: Download and install the most recent version of the HP printer software

Follow these instructions to download and install version 14 of the printer software. Make sure that you uninstall the the previous version of the software first.
Step one: Uninstall the printer software
  1. Click the Windows icon ( ), and then click All Programs . A list of programs installed on your computer displays
  2. Click the HP folder, and then click the folder with the name and model number of your HP product.
  3. Click Uninstall , and then follow the on-screen instructions to complete the uninstall.
Step two: Download and install the product's latest full feature print driver
  1. Reconnect the printer's power cord to the power source (if you disconnected it), and then turn on the printer.
  2. If the printer is connected to the computer with a USB cable or Ethernet cable, disconnect the cable from both the printer and the computer.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers .
  4. Check the instructions on the page, and then click the Plus sign ( ) next to the correct heading for additional instructions:
  5. Click the Plus sign ( ) next to Driver , and then click Full Feature Driver .
  6. Click Download . This option allows you to install the software at any time after the download completes.
  7. Click Save , and then browse to the location on your computer where you want to save the file.
  8. Click Save . The software downloads to your computer.
  9. Browse to where you saved the file, and then double-click the file to start the installation.
  10. Follow the on-screen instructions to complete the installation.
  11. Try the scan again.

Additional information

If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .