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'An Unexpected Internal Error Has Occurred' Error Message While Scanning

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Issue
When scanning with an HP Scanjet scanner, the error message "An unexpected internal error has occurred " displays on the computer screen or the scanner might scan part way and stop during the preview or the final scan.
Figure 1: Unexpected internal error window
Figure 2: Unexpected internal error window
If the scanner in use is an HP Scanjet 3970 series, click here for instructions on resolving this error (c00035386). All other HP Scanjet scanners, continue on to Solution one.
If the computer has the HP Image Zone software installed, click here for instructions on resolving this error (c00369826). All other HP Scanjet scanners, continue on to Solution one.
These unexpected internal error messages have three known causes:
  • When the Universal Serial Bus (USB) connection to the HP Scanjet is a USB 2.0 High Speed Enhanced controller.
    NOTE: Only the Scanjet 4570C, 5500C, and 5550C currently are known to experience an "Unexpected Internal Error " because of issues with USB 2.0. If the HP Scanjet that is experiencing the "Unexpected Internal Error " and is not a 4570C, 5500C, 5550C skip to Solution Three .
  • When the computer has other twain data sources (usually from previous installed still image devices) on the computer that are interfering with the scanning process.
  • When trying to scan with the Scanjet 3970 using any version of the Photo and Imaging Software less than 2.1.
    The following is a list of Scanjet and All-in-One devices that have versions of the HP Photo and Imaging software less than 2.1 and can cause the "Unexpected Internal Error " or "An Unsupported operation was attempted " error when using the scanner:
    • Scanjet 2300C series
    • Scanjet 3500C series
    • Scanjet 4500C series
    • Scanjet 4570C series
    • Scanjet 5500C series
    • Scanjet 5550C series
    • HP PSC 2110
    • HP PSC 2210
    • HP PSC 2175
    • HP PSC 1210
    • Officejet 4110
    • Officejet 6110
If the scanner in use is an HP Scanjet 3970 series, click here for instructions (c00035386) on resolving this error. All other HP Scanjet scanners, continue on to Solution one.
Solution one
Connect the USB cable into another USB port on the computer system and try scanning again. If the same error message reappears, try switching to a different USB cable and try scanning again.
NOTE: Some computer systems have multiple sets of USB ports (that is to say, USB ports on the front of the computer and USB ports on the back of the computer). Change the USB connection to another set of USB ports.
Solution two
If a second USB cable is available, use it to connect the HP Scanjet to the computer. Attempt to scan again.
Solution three
Rename the Twain_32 folder to ensure any that no other twain data source files are interfering with the HP Scanjet scanning process. Then repair the HP Photo and Imaging software to reinstall the files necessary for the HP Scanjet to scan.
CAUTION: The following steps may disable the twain functionality of other programs installed on the computer system. Reinstall any affected program to restore functionality.
Rename the Twain_32 folder
  1. Double-click the My Computer icon on the Desktop. In Microsoft Windows XP, click Start , and then double-click My Computer .
  2. Double-click the C Drive (C:). The Contents of the C drive expands. .
  3. Double-click the Windows folder. The contents of the Windows folder expands.
    NOTE: If the Windows folder is not listed then double-click the Winnt folder.
  4. Locate and right-click the Twain_32 folder. A menu window opens.
  5. Click Rename and rename the Twain_32 folder to Twain_32old.
  6. Close all open windows.
Repair the Photo and Imaging Software
  1. Click Start , Settings , and then Control Panel . In Windows XP, click Start , and then Control Panel . The Control Panel opens
  2. Click Add/Remove Programs . The Add/Remove Programs window opens.
  3. Find the HP Photo and Imaging x.x and click Add/Remove or Change .
  4. Click Next , and then select Repair . Follow the instructions on screen for repairing the HP Photo and Imaging software.
Solution four
If the above solutions do not resolve the issue, the USB controllers might not be supplying the scanner enough power to function properly. Purchasing a 1.1 USB powered hub is recommended.
NOTE: Be sure to purchase a USB 1.1 Powered Hub and not a USB 2.0 Power Hub. Using a USB 2.0 powered hub will not fix this issue.


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