Question about HP ScanJet 3500C Flatbed Scanner

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HP Solutions Center can not communicate with HP 3500c Scanner

I have a HP desktop with a HP 3500c flat bed scanner, HP D7360 Photosmart printer, and HP 1012 laser printer.
Initially, I had trouble getting the scanner to work with the HP Solutions Center software package that came with the D7360 printer.
HP was no help (as usual), but I found a patch on their scanner download web site, COL10862.exe, that fixed my initial problem.
That was in Feb 2008. It worked fine until about 4 days ago.

BTW the HP Sol. Ctr. is a software hub device that controls the printing and scanning functions.
Recently my system did a automatic update of the HP software. Checked the next morning and my scanner would not scan from the HP Sol. Ctr.
It would, however, copy either from the buttons on the front of the scanner itself or from the HP Sol Ctr, but nothing else would work.
This indicates that the scanner is functional with both power and USB communication with the computer.

Scan pictures, scan document, and settings all give various error messages, but the most common is "Unable to Communicate".
I have uninstalled, rebooted, installed, rebooted the software for both the D7360 printer and the 3500c scanner - several times.
Installed the patch listed above, visited HP web support sites for other possible fixes, updated software, etc. Nothing seems to help.
Something in the recent software update is preventing my newer printer from working with my older scanner.
BTW there are lots of recent similar complaints, just Google for HP Sol. Ctr unable to communicate and you'll get lost of hits but no fixes.
Apparently HP is once again clueless.

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  • 3 more comments 
  • John Relle Nov 05, 2008

    Exactly the same problem. Scanner worked fine for ages. Suddenly, it won't scan using the HP Director, except for the copy function, which works OK. The scanner works fine when accessed using the MS Scanner Wizard. I run XP, and have probably had recent automtic updates from MS and HP.

  • Batavia Jan 04, 2009

    I did a system restore and had to reinstall my scanjet 3500 software from the CD. Saw there was a version 2 so I downloaded that. Have tried many things and cannot get the Director to work. Tried to install that patch which I am sure I need, and I get the message, This update does not support any of the drivers that you have on your PC. You do not need this software update. Even got this message after I deinstalled V2 and reinstalled V1.

    So now what do I do?

  • Barbara24PC Jan 13, 2009

    We just recently purchased a new E machine computer with Vista OS. Our HP 3500c scanner worked fine on the old computer (XP)but we have installed and uninstalled the scanner on this new computer several times since we keep getting the Cannot Communicate error message when we press the scan button. If we press the print button, the document will print fine to the HP printer but it won't scan anything. We have been all over the internet trying to find a solution but nothing has worked and HP support is a joke! Anyone have any ideas what our problem might be?


  • dtm7781 Feb 01, 2009

    Have a similar problem. I uninstalled and then resinstalled all programs and there was no scan button in solutions center. I have a scanjet g3010.

  • Anonymous Mar 12, 2009

    i have a scanner hp 3500c.every time i make a scan page the output is me



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Had exact same problem. Went to HP site and they said to check "add or remove programs" functions (in control panel) and if there are multiple copies of HP software to download their fix. I checked, had multiple copies, downloaded patch and all worked well again.

Posted on Nov 06, 2008


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