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HP Scanjet Scanners - Scanning Stops at the Preview Screen When the Device is Connected to the Computer with a USB Cable

Issue
When attempting to scan from the front panel of the device, the Scan Preview window displays normally but does not show the document or picture being scanned. The scanning process stops at the Preview window. This can also occur when attempting to scan from one of the following applications:
  • HP Solution Center
  • HP Director
  • Scanners and Cameras Wizard
  • Microsoft Word
  • Microsoft Paint
  • Adobe
Sometimes this is followed by the message, An error occurred while communicating with the scanning device, after accepting the settings shown in the Scan Preview.
Solution
Identify USB chipset installed on the PC
This can be caused by a mismatch in the handshake timing between HP device chipset and certain types of USB chipsets on the computer. To identify what USB chipset has been installed on the PC follow the steps below:
  1. Open Device Manager, then proceed to step 2.
    Windows 2000 and XP
    1. Right-click My Computer (in Windows XP, click Start first), and then click Properties.
    2. Select the Hardware tab and then click Device Manager.
    Windows 98 and Me
    1. Right-click My Computer, and then click Properties to open the System Properties window.
    2. Select the Device Manager tab.
  2. Click the plus sign (+) next to Universal Serial Bus Controllers. If there is (-) then go to next step.
  3. Check if you have one of the following chipsets listed:
    • SIS 7001 USB host controller
    • ALI chipsets
    • NEC universal host controllers
    • Intel 82801 AA, Intel 82801BA/BAM
      note:
    This is not a comprehensive list. If any communication issues or symptoms as mentioned in the beginning of this document are noticed, follow the steps below to resolve the issue.
  4. Disconnect all USB devices (printers, scanners, cameras, etc.) from the computer except the mouse or keyboard.
  5. Connect a USB port on the computer the device that has experienced trouble with communication. Connect the power cable from a wall outlet to the device. Turn on the power switch if the device has one. Perform a self test if possible to verify the basic standalone functionality of the device.
    Test the connectivity related functionality of the device (for instance: scan to file.)
      note:
    Refer to HP online resources, the product documentation or user guide for documentation on how to perform the above tests.
  6. If the device is functioning normally then connect one USB device at a time to the computer testing the scanning device at each connection.
  7. If the device fails to scan or does not establish communication with the computer along with one or more or no devices plugged in, then connect a powered USB hub between the scanning device and the computer. This may help to establish or to maintain communication between the computer and the scanning device.
Selecting USB hubs
  • Verify that the USB hub is a powered hub and the power adapter is plugged in. Some powered hubs do not include the power adapter as a standard item.
  • The hub must be plugged into a power source.
  • Some hubs cannot handle more than four full-power USB devices. You can connect a maximum of five hubs to the system.
  • If the all-in-one has trouble with a hub when the hubs are connected together or there are more than four devices on the hub, move the unit to the hub that is directly connected to the computer USB port unless there are known issues.

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