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HP Photosmart Premium All-in-One Printer - C309g support

Scanned Files Disappear After Scanning with HP Solution Center

  • PrintPrint

Issue

When scanning with HP software, the scan 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 version 13 or 14 of the HP software and print driver.

Cause

When installing or upgrading the HP software to version 13 or 14, the files do not install correctly.
Follow these steps to determine which HP software version is installed on your computer.
Click the plus sign () next to your operating system for more information.
  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)
  • 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.
  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)
  • 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.
  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 () for more information.
Click your operating system for steps to resolve the issue if your HP software is version 13.
Follow these solutions in the order presented 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

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

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

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)
Step one: Download the Print and Scan Doctor
NOTE:The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Step two: 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.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Resolve the diagnosed scanning problems
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
  • 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.
      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 the latest full feature print driver and software
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
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: HP Print and Scan Doctor .

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

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)

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 .
Step one: Download the Print and Scan Doctor
NOTE:The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Step two: 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.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Resolve the diagnosed scanning problems
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
  • 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.
      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 latest full feature print driver and 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. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
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: HP Print and Scan Doctor .

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

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)

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 .
Step one: Download the Print and Scan Doctor
NOTE:The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Step two: 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.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Resolve the diagnosed scanning problems
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
  • 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.
      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 latest full feature print driver and 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. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Click your operating system, and then follow the solutions in the order presented to resolve the issue.
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: HP Print and Scan Doctor .

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

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)

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 .
Step one: Download the Print and Scan Doctor
NOTE:The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Step two: 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.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Resolve the diagnosed scanning problems
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
  • 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 Start ( ) 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.
      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 latest print driver

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. 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. Click Uninstall , and then follow the on-screen instructions. The Basic Device Software uninstalls.
Step two: Download and install the latest full feature print driver and software
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
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: HP Print and Scan Doctor .

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

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)

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 .
Step one: Download the Print and Scan Doctor
NOTE:The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Step two: 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.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Resolve the diagnosed scanning problems
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
  • 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.
      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 latest full feature print driver and software
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
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: HP Print and Scan Doctor .

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

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)

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 .
Step one: Download the Print and Scan Doctor
NOTE:The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Step two: 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.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Resolve the diagnosed scanning problems
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
  • 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.
      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 latest full feature print driver and software
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

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 .
HP Photosmart Premium All-in-One Printer - C309g

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
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