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HP Photosmart Premium All-in-One Printer Series (C309) - 'Scan Cannot be Performed Because Another Program or Computer is Using the Networked Device' Message Displays in Windows When Scanning Over the Network

Issue

The Scan cannot be performed because another program or computer is using the networked device message displays when scanning over the network:
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Solution one: Restart the computer, product, and router

  1. In the following order, turn off the computer, turn off the product, and then turn off the router.
  2. In the following order, turn on the router, turn on the product, and then turn on the computer.
  3. Try to scan again.

Solution two: Scan from the Embedded Web Server (EWS)

Follow these steps to try the scan from the Embedded Web Server (EWS).

Step one: Print a network configuration page

  1. On the Home screen of the product control panel, touch the right arrow () to view more options.
  2. Touch Setup (). The Setup Menu displays.
  3. Touch Network. The Network screen displays.
  4. Touch View Network Settings. The View Network Settings screen displays.
  5. Touch Print Network Configuration Page.
    Figure : Example network configuration page
    Illustration: Example network configuration page
  6. Set the page aside to reference in the next steps.

Step two: Scan from the EWS

  1. In the General Information section of the Network Configuration Page, find the URL for Embedded Web Server entry.
    note:
    A URL begins with http://. For example, http://192.168.1.1 and http://www.hp.com are both URLs.
  2. Open your Web browser.
  3. Type the URL for Embedded Web Server from the Network Configuration Page into the address bar of your Web browser, and then press Enter.
    The EWS opens.
  4. On the EWS page, find the Scan on option.
  5. Click Scan to scan your original.
  • If the scan from the EWS is successful, continue to the next step.
  • If the scan from the EWS is not successful, continue to 'Solution two: Check the firewall settings.'

Step three: Try scanning from the control panel

  1. Touch Scan on the home screen. The Scan To menu opens.
  2. Touch Computer, and then touch the computer that you want to send the scan to.

Solution three: Check the firewall settings

If the firewall program on your computer is not configured correctly, the product might not be able to scan from the network. Follow these steps to configure the firewall correctly.
note:
Click Yes, Allow, or Unblock on any prompts that open on the computer.

Step one: Add programs to the firewall exception list

  1. To find out which firewall is installed on the computer, look for the firewall icon in the notification area in the lower-right corner of the computer. Make a note of the firewall name.
    Figure : Notification area
    Notification area
  2. Click the document link next to the firewall icon in the following table, and then follow the steps in the linked document.
    note:
    You might want to print this page, or bookmark it on your Web browser, so that you can find it after you configure the firewall.
    Firewall program icons and document links
    BlackICE (Windows XP only) (c01545724) (in English)
    McAfee 9.0 (Windows XP and Vista) (c01540962) (in English)
    Norton Internet Security (Windows XP and Vista) (c01536437) (in English)
    OutpostPro 6.0 (Windows XP and Vista) (c01552315) (in English)
    Trend Micro Internet Security Pro (Windows XP and Vista) (c01539637) (in English)
    Windows XP Firewall (c01545804) (in English)
    Windows Vista Firewall (c01545857) (in English)
    If your firewall is not listed in the table, continue to the next step.
  3. Depending on your operating system, use one of these instructions to open the bin folder.
    • Windows XP: Click Start, and then click Run. Type C:\Program Files\HP\Digital Imaging\Bin in the Open box, and then click OK. The Bin folder opens.
    • Windows Vista: On the Windows task bar, click the Windows icon (), type C:\Program Files\HP\Digital Imaging\Bin in the Start Search text box, and then press Enter. The Bin folder opens.
  4. Make a note of or copy the file path for each of the following programs. The file paths look similar to this example: C:\windows\system32\hpzipm12.exe.
    • hpoews01.exe
    • hpofxm08.exe
    • hposid01.exe
    • hpqkygrp.exe
    • hpqste08.exe
    • hpqtra08.exe
    • hposfx08.exe
    • If the HP software installed on the computer is version 10.0 or newer, find the hpiscnapp.exe file.
    • If the HP software installed on the computer is version 9.0 or older, find the hpqscnvw.exe file.
  5. Open the C:\windows\system32 directory, and then find and make a note of or copy the file path for each of the following programs:
    • hpzwiz01.exe
    • hpznui01.exe
  6. Open the firewall software, and then make sure that each of the programs displays in the list of trusted or allowed programs. If any of the programs do not appear in the list of trusted or allowed programs, add the missing programs to the list manually.
    note:
    The name of the list might vary, depending on the firewall program.
  7. If the firewall software has different trust levels or requires specific permission for a program to access the Internet, make sure that you allow each of the HP programs to access the Internet freely.
  8. Click OK or Save to save the changes to the trusted or allowed program list.
  9. Follow these steps to unblock the Internet ports by creating new rules in the firewall software.
    note:
    Each rule opens one port, so create a rule for each port.
    The HP software uses the following ports. Each port name consists of a protocol (either UDP or TCP), a number, and a connection type (either inbound or outbound). The firewall program uses each piece of this information in creating the rule to open the port.
    • UDP 427 inbound
    • UDP 427 outbound
    • UDP 161 outbound
    • UDP 139 outbound
    • TCP 139 outbound
    • TCP 9220 outbound
    • TCP 9500 outbound
    • TCP 9290 outbound
    1. Open the network or rules section of the firewall software.
    2. Create a new rule with a descriptive name. For example, unblock UDP 137 inbound is a good name for the rule to unblock the UDP 137 inbound port.
    3. If prompted to select the type of rule, select All IP Addresses.
    4. If prompted to select the type of IP address, select IPv4 and IPv6.
    5. When you have created each rule, click OK or Save to apply the changes.

Step two: Restart the router, product, and computer

  1. After making changes to the firewall program, in the following order, turn off the computer, turn off the product, and then turn off the router.
  2. In the following order, turn on the router, turn on the product, and then turn on the computer.
  3. Try to scan again.
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