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HP Photosmart B109n, B109q, and B109r All-in-One Printers - 'Scan Cannot be Performed Because Another Program or Computer is Using the Networked Device' Message Displays in Windows When Scanning Over a Wireless Network

Issue
The message Scan cannot be performed because another program or computer is using the networked device displays when scanning over a wireless network:
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
Solution one: Restart the networked computers, product, and wireless router
  1. Turn off your components in the following order:
    1. Turn off all the computers on the network.
        note:
      Any computer on the network can cause the error.
    2. Turn off the product.
    3. Turn off the wireless router.
  2. Turn on your components in the following order:
    1. Turn on the wireless router.
    2. Turn on the product.
    3. Turn on all the computers on the network.
  3. Try to 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 two: Scan from the Embedded Web Server (EWS)
Follow these steps to try the scan from the product Embedded Web Server (EWS).
Step one: Print a network configuration page
  1. On the control panel, touch the button () next to Scan. The Wireless/Scan menu displays.
  2. Touch the button () next to Wireless menu.
  3. Touch the button () next to Wireless settings.
  4. Touch the button () next to Print Network Configuration Page.
  5. Touch OK. The Network Configuration Page prints.
    Figure : Network configuration page
    Illustration of the network configuration page
Step two: Access the EWS
  1. Look for the product IP address on the Network Configuration page.
    Figure : IP address on the Network Configuration page
    Illustration of IP address on the network configuration page
  2. Open a Web browser.
  3. Type the IP address in the address box of the Web browser using this format http://192.168.1.101. The EWS Home page displays.
    Figure : IP address in Web browser address box
    Screen capture of the IP address typed into the Web browser address box
      note:
    If you are using a proxy server in your browser, you might need to make the proxy server unavailable to access the Embedded Web Server.
  4. Click the Home tab to access product information.
Step three: Perform a scan
  1. Open the lid.
    Figure : Open the lid
    Illustration of opening the lid.
  2. Load your original, print side down in the right front corner of the scanner glass.
    Figure : Load original on the scanner glass
    Illustration of the original document placed on the scanner glass
  3. Close the lid. The Image type window opens on the computer.
  4. Select the document Image Type, and then select the Document Size.
  5. Click Scan to scan the document.
      note:
    If your Web browser is set to block pop-up windows, the EWS might not function correctly. Make sure that the browser allows pop-up messages to display.
    You can only scan single-page documents from the scanner glass when using the EWS.
  • If the scan from the EWS is successful, continue to the next step.
  • If the scan from the EWS is not successful, continue to 'Solution four: Check the firewall settings.'
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution three: Try scanning from the control panel
  1. Open the lid.
    Figure : Open the lid
    Illustration of opening the lid.
  2. Load your original, print side down in the right front corner of the scanner glass.
    Figure : Load original on the scanner glass
    Illustration of the original document placed on the scanner glass
  3. On the home screen, touch the button () next to Scan. The Scan Menu opens.
  4. Touch the button () next to Scan to PC. If the product connects to multiple computers, a list of those computers displays.
  5. Touch the button () next to the Up arrow () or Down arrow () to scroll to the desired computer.
  6. Touch OK to select the computer. The scan begins.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution four: Check the firewall settings
If the firewall program on your computer is not configured correctly, the product might not be able to scan from the network. Follow these steps to configure the firewall correctly.
  note:
Click Yes, Allow, or Unblock on any prompts that open on the computer.
  1. To find out which firewall is installed on the computer, look for the firewall icon in the notification area in the lower-right corner of the computer. Make a note of the firewall name.
    Figure : Notification area
    Notification area
    If your firewall is not listed in the table, continue to the next step.
  2. Depending on your operating system, use one of these instructions to open the bin folder.
    • Windows XP: Click Start, and then click Run. Type C:\Program Files\HP\Digital Imaging\Bin in the Open box, and then click OK. The Bin folder opens.
    • Windows Vista: On the Windows task bar, click the Windows icon (), type C:\Program Files\HP\Digital Imaging\Bin in the Start Search text box, and then press Enter. The Bin folder opens.
  3. Make a note of or copy the file path for each of the following programs. The file paths look similar to this example: C:\windows\system32\hpzipm12.exe.
    • hpoews01.exe
    • hpofxm08.exe
    • hposid01.exe
    • hpqkygrp.exe
    • hpqste08.exe
    • hpqtra08.exe
    • hposfx08.exe
    • If the HP software installed on the computer is version 10.0 or newer, find the hpiscnapp.exe file.
    • If the HP software installed on the computer is version 9.0 or older, find the hpqscnvw.exe file.
  4. Open the C:\windows\system32 directory, and then find and make a note of or copy the file path for each of the following programs:
    • hpzwiz01.exe
    • hpznui01.exe
  5. Open the firewall software, and then make sure that each of the programs displays in the list of trusted or allowed programs. If any of the programs do not appear in the list of trusted or allowed programs, add the missing programs to the list manually.
      note:
    The name of the list might vary, depending on the firewall program.
  6. If the firewall software has different trust levels or requires specific permission for a program to access the Internet, make sure that you allow each of the HP programs to access the Internet freely.
  7. Click OK or Save to save the changes to the trusted or allowed program list.
  8. Follow these steps to unblock the Internet ports by creating new rules in the firewall software.
      note:
    Each rule opens one port, so create a rule for each port.
    The HP software uses the following ports. Each port name consists of a protocol (either UDP or TCP), a number, and a connection type (either inbound or outbound). The firewall program uses each piece of this information in creating the rule to open the port.
    • UDP 427 inbound
    • UDP 427 outbound
    • UDP 161 outbound
    • UDP 139 outbound
    • TCP 139 outbound
    • TCP 9220 outbound
    • TCP 9500 outbound
    • TCP 9290 outbound
    1. Open the network or rules section of the firewall software.
    2. Create a new rule with a descriptive name. For example, unblock UDP 137 inbound is a good name for the rule to unblock the UDP 137 inbound port.
    3. If prompted to select the type of rule, select All IP Addresses.
    4. If prompted to select the type of IP address, select IPv4 and IPv6.
    5. When you have created each rule, click OK or Save to apply the changes.
Step two: Restart the computer, product, and wireless router
  1. After making changes to the firewall program, turn off your components in the following order.
    1. Turn off all the computers on the network.
        note:
      Any computer on the network can cause the error.
    2. Turn off the product.
    3. Turn off the wireless router.
  2. Turn your components back on in the following order.
    1. Turn on the wireless router.
    2. Turn on the product.
    3. Turn on all the computers on the network.
  3. Try to 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 five: Service the product
Contacting HP for service in all countries/regions except Asia Pacific.
If you completed all the preceding steps and your product still has an issue, service the product.
Check your product warranty to determine if your product is still under warranty, and then go to Contact HP Support to schedule a repair or replacement.
Repair fees might apply for out-of-warranty products.

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