Solution
This issue can be caused by the way the USB chips in the product and the USB chips in the computer interact, or it could be caused by an old version of the HP software and driver. First, make sure that the most recent version of the HP software and driver is installed on the computer, and then try testing the USB devices and ports on the computer. If the product still does not scan correctly, a powered USB hub might help resolve the USB communication issue. Follow these steps to test the USB connection and see if a hub is necessary.
Step one: Make sure that you have the most recent version of the HP software and driver
The HP software CD that shipped with the product frequently does not contain the most recent version of the software and drivers. To make sure that the software is the most recent version, download and install the most recent version of the software from the HP Web site.
The software and driver downloads available from the HP Web site include a Basic Driver option and a Full Feature Software and Driver option. The basic driver is sufficient to perform basic printing functions with the product. The Full Feature option installs extra software to allow full use of all features available with the product. The Full Feature option also allows custom installation.
Follow these steps to download the software from the HP Web site and install it on the computer.
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Click here to go to the HP Software Download Page .
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In the Enter a product number text box, type the product model name (for example, HP Photosmart C3180), and then click Submit (
) or press Enter .
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Under Product search results , select the product model name from the list that appears on the computer.
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Select the operating system that is installed on the computer. The Select Software and Drivers page appears.
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If the Automatically check to see if you have the latest software and drivers link appears at the top of the page, click the link and then follow the on-screen instructions to check the software and driver version and update the software if necessary.
If the Automatically check to see if you have the latest software and drivers link does not appear at the top of the page, continue with step 6.
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In the Driver section, review the list of available driver downloads, and then click the appropriate package.
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Click Download Only and then follow the on-screen instructions to download the software.
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To install the software, double-click the icon for the downloaded file and then follow the on-screen instructions to complete the installation.
CAUTION:
Do not connect the USB cable until prompted to do so during software installation. HP recommends using a USB cable that is less than 3 m (10 feet) long.If any firewall messages appear during installation, click Unblock or Accept or the installation fails.If the User Account Control screen opens, click Allow to continue.
Step two: Test the USB connection
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Disconnect all USB devices, such as printers, scanners, speakers, and cameras, from the computer except the mouse and keyboard.
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Connect the USB cord from the HP product to a USB port on the computer that is known to work correctly.
Test the connectivity related functionality of the device (for instance: scan to file.)
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Print a self-test page from the product.
NOTE:
For information about how to print a self-test page, see the user guide for the product.
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Test the standalone functionality of the product by using the product control panel to scan a document or an image.
NOTE:
For information about how to use the product control panel to scan, see the user guide for the product.
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If the scan from the control panel works correctly, connect one USB device at a time to the computer and test the product by scanning from the control panel after each device is connected.
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If the product scans correctly from the control panel after every other USB device is connected, the USB connections are working, and you have resolved the issue.
If the product does not scan correctly from the control panel or does not establish communication with the computer after a USB device is connected, the computer might not have enough power to run multiple USB devices. A powered USB hub might help establish or maintain communication between the computer and the product. Go to Step three: Use a USB hub.
Step three: Use a USB hub
A powered USB hub might allow all the USB devices to receive enough power to run correctly and it might resolve USB communication issues between the product and the computer. Follow these guidelines when choosing and setting up a powered USB hub.
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Make sure that the USB hub is a powered hub and the power adapter is included. Some powered hubs do not include the power adapter as a standard item.
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When setting up the hub, it must be plugged into a power source.
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Some hubs cannot handle more than four full-power USB devices, such as the HP product. To connect more than four full-power USB devices, use more than one powered USB hub. Most Windows computers can support a maximum of five USB hubs.
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If there are multiple USB hubs connected to each other or if there are more than four USB devices connected to the hub, the issue might persist. Move the HP product to the hub that is directly connected to the computer USB port.
Workaround
If these steps did not resolve the issue and purchasing a powered USB hub is not possible, the issue might be resolved by turning off the Preview option in the HP scanning software.
NOTE:
This workaround does not resolve problems scanning from the control panel.
Follow these steps to turn off the Preview option.
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Click Start , click All Programs , click HP , and then click HP Solution Center . The HP Solution Center window appears.
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In HP Solution Center, click Settings and then select Button Settings .
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Clear the check box next to Show preview when scanning from the Scan Picture button and then click OK .
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Quit HP Solution Center and then try scanning again.
) or press Enter .
