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Welcome to HP Customer Support

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  • Information
    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 Scanjet - 'Sorry, Could not Access your Scanner; Your Scanner is Currently Being Accessed' or 'Scanner in Use by Unknown Application' Error Appears

Symptom
When attempting to open the scanning software in Microsoft® Windows 2000 or Windows XP, the following errors may occur:
  • Sorry, could not access your scanner; your scanner is currently being accessed by another application. Please wait for that other application to finish and try your scanner again.
  • Scanner in use by unknown application
The HP scanning software may also hang or freeze instead of giving one of the above errors. The scanner appears to be installed correctly in the Device Manager and the Scanners and Cameras icon in the Control Panel.
Before you begin
  • Print this document. These instructions will not be available once the computer is turned off.
  • Before attempting the following solutions, make sure that there is power to the scanner, and that the USB interface is connected correctly.
  • Disconnect all other USB-connected peripherals.
Windows 2000 Professional
The STISVC.exe file not starting when the computer starts can cause the errors mentioned above.
Verify that Stisvc.exe is running
  1. Click Start, Programs, Accessories, SystemTools, then System Information. The System Information window will open.
  2. In the System Information window, click the plus (+) next to Software Environment.
  3. Double-click Running Tasks and verify that Stisvc.exe is listed. If Stisvc.exe is listed, close the System Information window and try scanning.
Stisvc.exe does not appear
  1. Click Start, Programs, Accessories, Administrative Tools, and then ComponentServices. The Component Service window will open.
  2. Double-click Services, then double-click StillimageService.
  3. In the Startup Type field, select Automatic.
  4. Close all open windows and try scanning.
Windows XP
The SVCHOST.exe file not starting when the computer starts can cause the errors mentioned above.
Verify that Svchost.exe is running
  1. Click Start, All Programs, Accessories, SystemTools, then SystemInformation. The System Information window will open.
  2. In the System Information window, click the plus (+) next to Software Environment.
  3. Double-click Running Tasks and verify that Svchost.exe is listed. If Svchost.exe is listed, close the System Information window and try scanning.
Svchost.exe does not appear
  1. Click Start, then Run. The Run window will open.
  2. In the dialogue box, type svchost.exe and click OK.
  3. Try scanning.
The scanner still does not function
If the scanner is still not functioning after following the steps listed above, it may be necessary to contact HP Customer Care for further in-depth troubleshooting and possible repair options.
Contacting HP technical support
For information about contacting HP technical support, e-mail support, self help tools, and other service related information, click contact hp on this Web page.

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