HP TWAIN Scan - Solve problems with the HP TWAIN Scan application

If a message indicating no scan device found is displayed, try these solutions.

• If using the Manual Selection option, verify that the IP address or hostname of the MFP product was entered in the IP Address/Hostname box.
• If using the Manual Selection option, consult the network administrator to verify the IP address or hostname of the MFP product is correct.
• Verify that the MFP product is online.
• Verify that the MFP product is not calibrating, which can result in an offline status.
• Verify that the MFP product is not missing supplies, which can result in an offline status.
• Verify that HP TWAIN Scan supports the MFP product.
• For the following products, verify the HP OXPd service is enabled:
  • HP LaserJet M3035 MFP series
  • HP LaserJet M4345 MFP series
  • HP LaserJet M5025 MFP series
  • HP LaserJet M5035 MFP series
  • HP LaserJet M9040 MFP series
  • HP LaserJet M9050 MFP series
  • HP Color LaserJet CM3530 MFP series
  • HP Color LaserJet CM4730 MFP series
  • HP Color LaserJet CM6030 MFP series
  • HP Color LaserJet CM6040 MFP series
  • HP 9250c Digital Sender series
  To enable the HP OXPd service complete the following.
  1. FTP to the MFP product.
  2. Send the following PJL file, replacing <esc> with the escape character code:
     <esc>%-12345X@PJL
     @PJL DMINFO ASCIIHEX = "0400040101190E040102"
     <esc>%-12345X
• Verify that the MFP product has the most recent firmware version.
• If the MFP product uses a Jetdirect print server, verify that the MFP product has the most recent Jetdirect firmware version.

HP TWAIN scan supports Windows^® 7 (32-bit or 64-bit), Windows^® 8 (32-bit or 64-bit), and Windows^® Server 2008 R2. If Windows^® XP or Windows^® Vista is installed on the computer along with Microsoft .Net Framework, version 3.5, 4.0 full version, or 4.5, HP TWAIN Scan can be installed. However, because Windows^® XP and Windows^® Vista are not supported operating systems HP TWAIN Scan might not function as intended.

Microsoft .NET Framework, version 3.5, 4.0 full version, or 4.5, is required to install and use the HP TWAIN Scan application. If a message indicating a .NET problem displays, try these solutions.

• Verify that Microsoft .NET Framework, version 3.5, 4.0 full version, or 4.5, is installed on the computer.
• If Microsoft .NET Framework, 4.0 is installed on the computer, verify that it is the full version. Microsoft .NET Framework, 4.0 client version is not compatible with HP TWAIN Scan.
• Verify that .NET Framework is enabled.
• Verify that the computer was not upgraded from .NET Framework version 3.5 to version 4.0 full version after HP TWAIN Scan was installed. If the .NET Framework was upgraded after HP TWAIN Scan was installed, uninstall HP TWAIN Scan and then re-install it.

If the HP Scanner Selection Utility displays a message indicating that it cannot find the scan device, try these solutions.

1. Verify that the HP Scanner Selection Utility displays the correct IP address for the MFP product. The IP address can be found on the product control panel. If necessary, consult the network administrator to verify the IP address of the MFP product.
2. Verify that the MFP product is online.
3. Verify that the product user name and password are correct.
4. For the following products, verify the HP OXPd service is enabled:
   • HP LaserJet M3035 MFP series
   • HP LaserJet M4345 MFP series
   • HP LaserJet M5025 MFP series
   • HP LaserJet M5035 MFP series
   • HP LaserJet M9040 MFP series
   • HP LaserJet M9050 MFP series
   • HP Color LaserJet CM3530 MFP series
   • HP Color LaserJet CM4730 MFP series
   • HP Color LaserJet CM6030 MFP series
   • HP Color LaserJet CM6040 MFP series
   • HP 9250c Digital Sender series
   To enable the HP OXPd service complete the following.
   1. FTP to the MFP product.
   2. Send the following PJL file, replacing <esc> with the escape character code:
      <esc>%-12345X@PJL
      @PJL DMINFO ASCIIHEX = "0400040101190E040102"
      <esc>%-12345X
5. Verify that the MFP product has the most recent firmware version.
6. If the MFP product uses a Jetdirect print server, verify that the MFP product has the most recent Jetdirect firmware version.

If the third-party TWAIN application displays a message indicating that it cannot find the scan device, try these solutions.

• Verify that the MFP product is online.
• Verify that the MFP product is not calibrating, which can result in an offline status.
• Verify that the MFP product is not missing supplies, which can result in an offline status.
• Verify that a green check mark icon displays next to the Check device status button in the HP Scanner Selection Utility.

HP TWAIN Scan uses 17626 and 17627 as the default ports. If these ports are unavailable, assign a custom port.

note:

The custom INI file must be created before HP TWAIN Scan is installed. If the install program was run before the custom INI file was created, uninstall HP TWAIN Scan and then re-install it.

• Before installing the HP TWAIN Scan application, create a custom INI file titled OXPdTWAINPort.ini in the following format where “XXXXX” represents the custom port.
  [OXPdPorts]
  HP_OXPd_UI_Service = XXXXX
  HP_OXPd_Data_Service = XXXXX

  note:

  The range for custom ports is 10000–65535.

  note:

  The format for both ports must be correct or the default ports will be used.

• Save the custom .INI file in the system temp directory: %windir%\temp.

In order to work properly, HP TWAIN Scan requires that Windows^® Firewall Service is started. If HP TWAIN Scan displays a message stating Unable to communicate with the current scan device. Verify that the Windows® Firewall Service is running, try the following solution.

1. Start the Windows^® Run command.
   • Press Window+R.
   • In the Search box of the Start menu, type run and then press Enter on the keyboard.
2. In the Run window, type services.msc, and then click OK.
3. In the Services window, scroll to and select Windows Firewall.
4. Verify that the status is Started. If the status is Stopped, click the Restart link on the left side of the window.
5. Close the Services window.

Security applications that provide Internet security using a firewall might block the HP TWAIN Scan application. If a blank screen displays when the scan job button is touched on the MFP, try these solutions.

• Verify that the security application is blocking HP TWAIN Scan.
  1. In the security application, select the option to allow all traffic.
  2. Use HP TWAIN Scan to re-send the scan job to the MFP product.
  3. If the scan is successful, the security application is blocking HP TWAIN Scan. Configure the security application to allow an exception for HP TWAIN Scan.
     If the scan is not successful, consult security application user documentation for additional troubleshooting steps.
  4. Reset the security application to its default settings.
• Configure the security application to allow an exception for HP TWAIN Scan.
  1. In the security application, select the option to configure the firewall settings.
  2. Create a new rule to allow inbound traffic (TCP) through HP TWAIN Scan’s two custom port numbers:
     17626
     17627
  3. Save the changes to the firewall settings.
  4. Use HP TWAIN Scan to re-send the scan job to the MFP product.
  5. If the scan is not successful, consult security application user documentation for additional troubleshooting steps.