HP Photosmart C4599 User Manual

							
Solution 2: Refresh the Windows Device ManagerSolution: Refresh the Windows Device Manager.
To refresh the Windows Device Manager
1. On the Windows taskbar, click  Start, right-click  My Computer , and then click
Properties .
2. Click the  Hardware  tab, and then click  Device Manager.
3. Double-click  Universal Serial Bus Controllers .
4. Click  USB Composite Device , click Action , and then click  Uninstall.
If a screen appears to confirm the deletion, confirm the deletion.
5. Disconnect the USB cable from the product.
6. Wait a few seconds, and then reconnect the cable.
This should restart the Windows device detection (Plug and Play). A  New
Hardware found screen  might appear.
7. Click  Next through all of the screens that appear in the Wizard to install the USB
Composite Device.
8. Click  Finish  to complete the installation.
9. Try to scan again.
10. If these steps do not resolve the problem, try using a different USB cable to
connect the product to the computer.
Cause: Communication problems between the product and the USB controller
caused this error to occur. This might be caused by an incomplete installation, a USB
cable longer than 3 meters (9.8 feet) in length, or a defective USB cable.
If this did not solve the issue, try the next solution.
Solution 3: Verify if the Digi tal Imaging Monitor is running
Solution: Verify that the  Digital Imaging Monitor  is running.
To check that the Digital  Imaging Monitor is running
1. Look for the  Digital Imaging Monitor  icon in the system tray at the lower right
side of the screen, near the time.
2. If the  Digital Imaging Monitor  icon is not present, restart the computer.
3. After the computer rest arts, try to scan again.
Cause: The Digital Imaging Monitor  was not running.
If this did not solve the issue, try the next solution.
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Solution 4: Check the status of the product in the HP Solution CenterSolution: Check the status of the product in the HP Solution Center.
To check the status of the product
1. On the Windows taskbar, click  Start, Programs  or All Programs , HP , HP
Solution Center .
2. Verify that the product is listed in the  Select Device area or that the appropriate
tab is selected.
3. Click  Status .
If the product is working properly, a me ssage appears indicating your product is
ready.
4. If you receive a  Disconnected error message, then check whether there is
another instance or another tab for the product with a copy number included, such
as HP Photosmart C4500 All-in-One series 2.
5. Select the second instance of the product and repeat steps 2 through 4.
6. Try to scan again.
Cause: There might have been two instances of the product connected to the
HP Solution Center.
If this did not solve the issue, try the next solution.
Solution 5: Check the power supply
Solution: Check the power supply.
To check the power supply
1. Make sure the power cord is firmly connected to both the product and the power
adapter. Plug the power cord into a power outlet, surge protector, or power strip.
1Power connection
2Power cord and adapter
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3Power outlet
2.Make sure the product is turned on.
3. If the product is not receiving electrical power, connect it to another power outlet.
4. Turn off the product and reset it by disconnecting the power cord.
5. Wait 5 seconds, and plug in the power cord.
6. Turn on the product.
7. Try to scan again.
Cause: The product was not properly connected to a power supply or needed to be
reset.
If this did not solve the issue, try the next solution.
Solution 6: Check the USB connection between the product and the computer
Solution: Check the USB connection between the product and the computer.
To check the USB connection
1. Verify that the USB cable is securely plugged into the USB port on the back of
the product.
2. Make sure the other end of the USB cable is plugged into a USB port on your
computer.
3.Try to scan again.
If the scan fails, continue to the next step.
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4.Do one of the following, depending upon how the product is connected to the
computer:
• If the USB cable is connected to a USB hub, try unplugging and replugging
the USB cable into the hub. If that does not work, try turning off the hub and
then turning it on again. Finally, try disconnecting the cable from the hub and
connecting it directly to the computer.
• If the USB cable is connected to a docking station for a laptop, disconnect the cable from the docking station and connect it directly to the computer.
• If the USB cable is directly connected to the computer, try plugging it into another USB port on the computer.
5. If there are other USB devices connected to the computer, disconnect the other
devices, except  for the keyboard and the mouse.
6. Check the USB cable to make sure it is functioning properly.
NOTE: If you are using an older cable, it might not be working properly. Try
connecting it to another product to see if the USB cable works. If you
experience problems, the USB cable might need to be replaced. Also verify
that the cable does not exceed 3 meters (9.8 feet) in length.
7. If another USB cable is available, try using that one instead.
8. Restart the computer.
9. After the computer restarts, try to scan again.
Cause: The product was not properly connected to the computer.
If this did not solve the issue, try the next solution.
Solution 7: Try scanning with Windows Image Acquisition (WIA) Solution: Try scanning with Windows Image Acquisition (WIA) instead of the
HP Solution Center.
To scan using WIA
1. Make sure the product is turned on.
2. Verify that the USB cable is securely plugged into the USB port on the back of
the product.
The USB icon on the cable faces up when the cable is properly connected.
3. Make sure the other end of the USB cable is plugged into a USB port on your
computer.
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4.On the Windows  taskbar, click Start, click  Programs  or All Programs , and then
click  Accessories .
5. Click  Imaging .
6. From the Imaging application, click  File and then click  Select Device.
7. Select the product from the TWAIN source list.
8. Click  File, and then click  Scan New.
Imaging for Windows will scan from the product using TWAIN software instead of
the HP Solution Center.
Cause: If you could scan using WIA, this is an indication that there was a problem
with the HP Solution Center. You can continue to use WIA to scan, or try the next
solution.
If this did not solve the issue, try the next solution.
Solution 8: Disable the Lexbces service
Solution: Check if the  Lexbces service is started, and disable it.
If a Lexmark or Dell all-in-one device is connected with a USB cable to a computer
where product is installed, the HP software might not scan because the  Lexbces
service is running.
NOTE: This solution only applies if you have a Lexmark or Dell all-in-one.
To check for and disable the service
1.Log into Windows as an Administrator.
2. Press the  Ctrl + Alt  + Delete  to open the  Task Manager .
3. Click the  Processes  tab.
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4.If the Lexbceserver service is listed in the  Image Name list, disable it.
To disable the service
a . On the Windows taskbar, click  Start, right-click  My Computer , and then click
Manage .
The  Computer Management  appears.
b . Double-click  Services and Applications , and then double-click Services.
c . In the right pane, right-click  Lexbceserver, and then click  Properties.
d .On the  General tab , in the Service status  area, click Stop.
e .From the  Startup type  drop-down menu, select  Disabled, and then click
OK .
f . Click  OK to close the dialog box.
5. Backup the Registry.
CAUTION: Incorrectly editing the registry might severely damage your
system. Before making changes to the re gistry, back up valuable data on the
computer.
To back up the Registry
a . On the Windows taskbar, click  Start.
b . Depending on your operating  system, do one of the following:
• In Windows Vista: In  Start Search, type regedit , and then press
Enter .
When the User Account Control dialog box appears, click  Continue.
• In Windows XP: Click  Run. When the  Run dialog box appears, type
regedit , and then press  Enter.
The  Registry Editor  appears.
c .In the  Registry Editor , select My Computer .
d .With  My Computer  highlighted, click  File, and then click  Export.
e . Browse to a storage location that is easy for you to remember; for example:
My Documents  or Desktop .
f .In the  Export Range  area, select All.
g . Enter a filename for the backed up Registry.
HP suggests naming the file with the current date; for example: Registry
Backup 04_01_07.
h . Click  Save to save the Registry.
6. Edit the registry.
To edit the Registry
a. Select the  HKEY_LOCAL_MACHINE\System\CurrentControlSet
\Services\Spooler  Registry key.
Details of the Registry key appears on the pane to the right.
b . Check the  DependOnService  data string (in the pane on the right) to see if
lexbces  is listed in the  Data column.
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c. If the  Data column contains  lexbces, right-click  DependOnService  and
select  Modify .
Do one of the following:
• If you see only  lexbces, but not  RPCSS, delete  lexbces  and enter
RPCSS .
• If you see both  lexbces and RPCSS , delete only  lexbces and keep
RPCSS .
d . Click  OK.
7. Restart the computer, and then try to scan again.
If you can scan successfully, then proceed with the next step to restart the
Lexbcserver  service.
NOTE:Restarting the service enables the normal functionality of the
Lexmark or Dell devices without affecting HP software.
8. Restart the  Lexbcserver  service.
To restart the service
a . On the Windows taskbar, click  Start, right-click  My Computer , and then click
Manage .
The  Computer Management  screen appears.
b . Double-click  Services and Applications , and then double-click Services.
c . In the right pane, right-click  Lexbceserver, and then click  Properties.
d .On the  General tab , in the Service status  area, click Start.
e .From the  Startup type  drop-down menu, select  Automatic, and then click
OK .
f . Click  OK to close the dialog box.
Cause: The Lexbceserver  service installed by a Lexmark printer, Lexmark all-in-
one, or Dell all-in-one, caused a scan communication error.
If this did not solve the issue, try the next solution.
Solution 9: Run the Scan Diagnostic Utility
Solution: Download and run the  Scan Diagnostic utility to find and correct
problems with your product.
To download and run the Scan Diagnostic utility
1. Go to: 
www.hp.com  and click Software and driver downloads .
2. Select  Download drivers and software (and firmware) .
3. Type your product name and model number in the field provided, and then press
Enter .
4. Select the operating system of your computer where the HP software is installed.
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5.Go to the  Utility section and download the  HP Scan diagnostic utility.
6. Try to scan.
If an error condition is identified with any of the HP software components, a red
X is displayed next to the component. If there is no error condition, a green check
mark is displayed next to the component. The utility is equipped with a  Fix button
to correct the e rror conditions.
Cause: There was a problem with the connection between the product and the
computer.
If this did not solve the issue, try the next solution.
Solution 10: Download and install the unexpected internal error and
communications failure patch
Solution: Download and instal the  unexpected internal error and
communications failure  patch.
This patch resolves the  An unexpected internal error has occurred  error and other
communication failures with the product.
To install the patch
1. Go to: 
www.hp.com  and click Software and driver downloads .
2. Select  Download drivers and software (and firmware) .
3. Select the operat ing system of your comp uter where the HP software is installed.
4. Go to the  Patch section and download the  HP Image zone/photo and imaging
unexpected internal error and communications failure patch .
5. Double-click the patch to install it on the computer.
6. Try to scan.
Cause: You needed to install the  unexpected internal error and
communications failure  patch.
If this did not solve the issue, try the next solution.
Solution 11: Check the USB chipset and controller Solution: Check the USB chipset and controller.
Scan communication errors can occur because of compatibility issues with USB
chipsets installed on the computer. This can be caused by a mismatch in the
handshake timing between HP product chipset and certain types of USB chipsets on
the computer.
To check the USB chipset and controller
1. On the Windows taskbar, click  Start, right-click  My Computer , and then click
Properties .
2. Click the  Hardware  tab, and then click  Device Manager.
3. Open  Universal Serial Bus Controllers  by clicking the plus sign (+) next to it.
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4.Check if you have one of th e 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 you are experiencing
communication issues while trying to scan, follow the steps below to resolve
the issue.
5. Disconnect all USB devices (printers,  scanners, cameras, etc.) from the
computer, except the mouse or keyboard.
6. Reconnect the USB cable to the USB port on the back of the product.
7. Reconnect the other end of the USB cable to a USB port on your computer.
8.Make sure the power cord is firmly connected to both the product and the power
adaptor. Plug the power cord into a power outlet, surge protector, or power strip.
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1Power connection
2Power cord and adaptor
3Power outlet
9.Turn on the product.
10. Print a self-test report to test the basic standalone functionality of the product.
See the following procedure for more information about printing a self-test report.
11. Try to scan.
If the scan is succe ssful, other USB devices connected to the computer might be
causing the problem.
12. If the scan is successful, then connect one USB device at a time to the computer.
13. Test the scanning functionality after each connection, until you identify which
piece of equipment is causing the problem.
14. If the product fails to scan. Or, does not establish communication with the
computer along with any of the USB devices plugged in, then connect a powered
USB hub between the product and the computer.
This might help to establish, or to maintain, communication between the computer
and the product. See the following section for more information about USB hubs.
To print a self-test report
1. Load letter or A4 unused plain white paper into the input tray.
2. Press and hold the Cancel button and then press the  Start Copy Color button.
The product prints a self-test report, which might indicate the source of the printing
problem. A sample of the ink test area of the report is shown below.
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