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    Information regarding recent vulnerabilities

    HP is aware of the recent vulnerabilities commonly referred to as "Spectre" and "Meltdown". HP has published a security bulletin with patches for these issues and a list of impacted systems. We will continue to update the bulletin as more information becomes available and encourage customers to check the bulletin frequently.

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HP Photosmart Premium e-All-in-One Printer Series (C310) - '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 on the computer when you scan over a wireless network.
  note:
The solutions in this document are specific to networked products. If your product is connected via a USB cable, this document does not address the issue.
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
Follow these steps to restart the network components.
Step one: Turn off components
  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.
Step two: Turn on components
  1. Turn on the wireless router.
  2. Turn on the product.
  3. Turn on all the computers on the network.
Step three: Try to scan
Try to scan again.
Solution two: Scan from the Embedded Web Server
Follow these steps to try the scan from the product Embedded Web Server (EWS).
Step one: Find the product IP address on the network configuration page
Use the following steps to print a Network Configuration Page from the product control panel.
  1. Touch the Setup icon (), and then touch Network.
  2. Touch Wireless Network Test. The product prints a Network Configuration Page.
    Figure : Example network configuration page
    Graphic: Example network configuration page
  3. Under the General Information section of the report, find URL(s) for Embedded Web Server. The numbers and dots following http:// constitute the IP address assigned to the product on the network. Make note of this IP address.
    Figure : Location of the IP address on a network configuration page
    Graphic: IP address on a network configuration page
Step two: Access the EWS
  1. Open a Web browser.
  2. Type the IP address in the address box of the Web browser using this format http://192.168.1.101, and then press Enter on your keyboard. 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 use a proxy server in your browser, you might need to make the proxy server unavailable in order to access the Embedded Web Server.
  3. Click the Home tab to access product information.
Step three: Scan from the EWS
  1. Open the lid.
    Figure : Open the lid
    Graphic:  Open the lid.
  2. Load your original on the right-front corner of the scanner glass. See the engraved guide next to the scanner glass for help placing the page.
    Figure : Place the original on the scanner glass
    Graphic: Place the original document n 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 open.
    You can scan only single-page documents from the scanner glass when using the EWS.
Solution three: Scan from the control panel
Follow these steps to scan using the product control panel.
  1. Open the lid.
    Figure : Open the lid
    Graphic: Open the lid.
  2. Load your original on the right-front corner of the scanner glass. See the engraved guide next to the scanner glass for help placing the page.
    Figure : Place the original on the scanner glass
    Graphic: Place  the original document on the scanner glass
  3. On the product control panel, touch Scan (). The Choose a Scan Destination screen displays.
  4. Touch Computer, and then touch the name of your computer.
  5. On the Scan to menu, touch the appropriate scan shortcut, and then touch Scan.
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
  2. Click the document link next to the firewall icon in the following table, and then follow the steps in the linked document.
      note:
    You might want to print this page, or bookmark it on your Web browser, so that you can find it after you configure the firewall.
    If your firewall is not listed in the table, continue to the next step.
  3. 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.
    • Windows 7: On the Windows task bar, click the Windows icon , type C:\Program Files\HP\Digital Imaging\Bin in the Search programs and files text box, and then press Enter. The Bin folder opens.
  4. 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.
  5. 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
  6. 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.
  7. 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.
  8. Click OK or Save to save the changes to the trusted or allowed program list.
  9. 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: Turn off components
  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.
Step three: Turn on components
  1. Turn on the wireless router.
  2. Turn on the product.
  3. Turn on all the computers on the network.
Step four: Try to scan
Try to scan again.
Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

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