Microsoft KB Archive/214528

= PI: HP ScanJet 5100c Hangs, Scans Twice, or Gives Errors =

Article ID: 214528

Article Last Modified on 1/24/2007

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This article was previously published under Q214528



SYMPTOMS
When you use the Smart Task Scan/Automatic Scan option to scan with the Hewlett-Packard ScanJet 5100c scanner, you may experience one of the following symptoms:  The scanner may seem to stop-responding (hang) after almost completing the scan. The scanner driver may prompt you to scan again before the first scan is complete. You may receive error messages that are similar to the following:

HP PrecisionScan

The scanner is not responding. Check its installation or run HP Scan Test to help you determine the cause. (2093)

Twain Internal Error

The device encountered an internal error. Please try again.

Picture caused and invalid page fault in module Twain_32.dll.

These error messages typically occur after you cancel a scan that did not complete successfully.



CAUSE
When you use the Smart Task Scan/Automatic Scan option with this scanner, the Hewlett-Packard PrecisionScan driver appears to stop-responding (hang), until you click Scan a second time. In most cases, the scanner completes the scan typically. However, we do not recommend this as a fix, because it takes two times as long as the steps in the Resolution section of this article, and in most cases, the Your Scanner Software option produces better sharpness, brightness, and contrast.



RESOLUTION
Use the "Your scanner software" (Custom Scan) option to scan. To do this, follow these steps:
 * 1) Click Get Picture, and then click Scan Picture.
 * 2) Verify that HP PrecisionScan is selected as your scanner.
 * 3) Select the Your scanner software (Custom Scan) option.
 * 4) Click Scan.

The HP PrecisionScan dialog box appears.
 * 1) For a faster scan, click to clear the Select parts of page or View page first check box.

This skips the step where PrecisionScan shows you a preview and prompts you to accept.

If the Your Scanner Software setting fails, turn off the HP ScanJet Button Manager. To do this, follow these steps:
 * 1) Press CTRL, ALT, DELETE simultaneously on the keyboard to open the Close Program dialog box.
 * 2) Select hpsjbmgr from the list, and then click End Task.
 * 3) Click Start, point to Find, and then click Files or Folders.
 * 4) In the Named: box, type Hpsjbmgr.exe, and then click Find Now.
 * 5) Click the file in the results window, on the File menu, click Rename.
 * 6) Rename the file to Hpsjbmgr.old.
 * 7) Restart the computer.
 * 8) Try to scan again.



MORE INFORMATION
According to HP ScanJet Technical Support: "The HP ScanJet Button Manager is a TSR that runs constantly in the background. It has the potential to conflict with certain programs at random."

"Once ScanJet Button Manager has been disabled, the green button (on your scanner) can no longer access the scanning software. You will need to open the PaperPort or (other Twain capable) software to access your scanner."

