HP Phtotosmart 3310 Scanner Problem

[lmaturo]

I have an HP Photosmart 3310 All-In-One Fax/Scanner/Printer. I am connected to it through a wireless network. The printer works just fine. It has a built in web site, which I can get to through the IP address, and I can use the scanner application to scan, but I can't get the output from it to my computer. However, it does show that the scanner is working.

The Windows FAX/Scanner applications does not see it, and the HP Scanner application can not find it. I have tried turning off my firewall and antivirus, and that did not solve the problem. I'm not sure what troubleshooting procedure to use at this point. Any pointers, or solutions?

 

[stevieray]

I couldn't connect with my printer/scanner after installing Win 7 either. I emailed HP directly and explained the situation... they emailed me a workaround within an hour.

HP has great customer service. they always reply quickly to my problems, and their fixes work great. Give them a try... they'll have a fix for you.

 

[lmaturo]

Thanks

Thanks! I'll, do that.

 

[lmaturo]

Well, I tried HP tech support

HP tech support said they don't support Windows 7 yet. Call back in October when they release drivers for my printer for Windows 7, which is exactly the response I would have expected.

So, anyone have any ideas to get me up and running before October. If not, it's going to be a long summer.

 

[stevieray]

That's odd. When I emailed them back in early May, they sent me a workaround right away. Maybe they got too many Win 7 help requests and decided to stop helping until the official release. Sorry I couldn't be more help.

 

[stevieray]

Here is the email they sent me two months ago. Maybe there is something in it that can point you toward a fix.

Thank you for contacting HP Total Care.
With reference to your email, I understand that you’re getting a fatal error while installing HP Photo smart C5550 All-in-One Printer on your Win 7 OS.

Thanks you for providing me an opportunity to assist you with your concern today. I will make sure to resolve the issue to the best of my abilities and up to your satisfaction.

Sorry we do not have any update for the Win 7 (64 bit) OS. But we have some work around for the same.

Workaround
===========

Step One: Plug the USB cable and Install the Generic 990c driver.

1. On the Windows taskbar, click the Windows icon ( ), type control printers in the Start Search box, and then press Enter. The Printers window appears.
2. Click Add a printer from the menu near the top of the window. The Add Printer dialog box appears.
3. Click Add a local printer.
4. Click Virtual USB printer is selected for the printer port, and then click Next.
5. Under Manufacturer, click HP, under Printers, click hp DeskJet 990c, and then click Next.
6. Click Use the driver that is currently installed, and then click Next.
7. Use the default printer name, click to remove the checkmark next to Set as the default printer, and then click Next.
8. Click Do not share this printer, and then click Next.
9. Click Finish to complete the setup.

This should resolve the issue. If you need further assistance, please reply to this message and we will be happy to assist you further.

 

[lmaturo]

Thanks

Actually, mine is connected through a wireless network, which is probably why I'm having problems.

 

[Webadict]

Do you have the install software that came with the printer ?

Here is the latest .

ftp://ftp.hp.com/pub/softlib/software8/COL18476/mp-47754-1/AIO_CDB_Full_Network_enu.exe

And you may try this one to, as the tablet software in windows can break the Hp scanning drivers, that may cause this issue as well.

ftp://ftp.hp.com/pub/softlib/software10/COL24834/cj-64024-1/scanjet_vista_tablet_patch.exe

 

[lmaturo]

Thanks

Thanks! I tried them, but no joy. I had downloaded the latest software from HP, but tried the ones you posted, just in case they were newer than the one at the HP site, but no luck. Printer still works, scanner still doesn't. Neither the HP scanning software, nor Windows FAX and Scan can see it.

 

[Webadict]

Just for fun, have you tried it using the USB connection? . . .

 

[lmaturo]

USB Connector

I haven't tried it yet, but I've considered it. The main sticking point is that I don't have a USB cable that will fit it. It has one of those strange USB connections more common on a MAC than a PC. I probably have 20 USB cables, and none of them will fit. The next time I'm at Fry's I'll try to find a a USB connector that fits something that fits the printer on one side, and my computer on the other.

 

[lmaturo]

Found One, And It Worked

I found a USB cable that worked, on my wife's MAC. It connected her MAC to a keyboard. Now that I know it works, I'll go out and buy me one, so she can use her keyboard (not computer keyboard, think piano).

 

[Webadict]

One more thing you might want to try, but after downloading, run with admin rights and in win xp (sp2) Compatibility mode.

HP Network Assistant#

 

[lmaturo]

How do I do that?

I can't get it downloaded because I'm not on XP. Nothing I've tried works.

 

[Kari]

I have an HP Photosmart 3310 All-In-One Fax/Scanner/Printer. I am connected to it through a wireless network. The printer works just fine. It has a built in web site, which I can get to through the IP address, and I can use the scanner application to scan, but I can't get the output from it to my computer. However, it does show that the scanner is working.

The Windows FAX/Scanner applications does not see it, and the HP Scanner application can not find it. I have tried turning off my firewall and antivirus, and that did not solve the problem. I'm not sure what troubleshooting procedure to use at this point. Any pointers, or solutions?

Have you tried this? Disable pop-up blocker, or change its settings so that your scanner´s IP-address is allowed to open pop-ups.

I had the same problem. I found scanners internal web-interface, could scan but couldn´t see any output. Then I noticed problem was my own need for security: I had an effective pop-up blocker installed, and because HP devices internal web-interface needs to open a new window (or tab if you use tabs) for it´s output, I naturally couldn´t see the output window/tab because pop-up blocker didn´t let scanner to open it.

 

[lmaturo]

Thank you!

I'll definitely check it out. I had no idea where the output went. Thank you!

 

[Kari]

I'll definitely check it out. I had no idea where the output went. Thank you!

Did it work?

 

[lmaturo]

Yes!

Yes, it worked! I forgot to test it, until you reminded me. I've been going back and forth with HP support, who finally told me that it was only for diagnostic purposes, and you could not get any output from it. This was after a two page email telling me how to set things up to use it, and my replying back, asking how to get output from it.

They are worse than worthless. When I first contacted them they said they would have drivers out in October when Windows 7 was released. I told them I was a developer, and I was okay with their answer either way, but was just curious. Was it because they needed new drivers to support Windows 7, or was it just their policy not to support it until Windows 7 came out. They replied with a no answer answer, so I assumed it might work, and as you have proven, it does. Why they couldn't have saved me some grief and just be honest and say they aren't going to support it until Windows 7 comes out is beyond me.

When they told me you couldn't get any output, I thanked them so they would just leave me alone, and they replied with this lovely email. Resolved? Further assistance? I think not.
------------------

Thank you for writing back to HP Total Care.
This is Gia from technical support team.

You are welcome. I am glad that the issue is been resolved and I appreciate your efforts in trying to resolve this issue.

Thank you for being a valued customer and should you need further assistance, please reply to this message and we will be happy to assist you further as we are available round the clock.

If you need further assistance, please reply to this message and we will be happy to assist you further.