Scanner Software/drivers not Working Properly

ten409 · 02 Jan 2024

Hello
I am having an issue BEYOND frustration
portable scanner software "Epson Scan Smart" and Brother "iPrint & scan" are not working properly
on my desktop BUT are working properly on my laptop with nearly the same spec.
(Please see both below)

Windows Desktop Spec. (dell only 2 years old)
---------------------------------------------------
Edition Windows 10 Home 64 bit
Version 22H2
Installed on ‎6/‎6/‎2021
OS build 19045.3803
Experience Windows Feature Experience Pack 1000.19053.1000.0

Windows Laptop Spec. (dell only 3 years old)
--------------------------------------------
Edition Windows 10 Home 64 bit
Version 22H2
OS build 19045.3693
Experience Windows Feature Experience Pack 1000.19053.1000.0

Please See these Issues below

Epson ES-50 portable scanner (USB)
-----------------------------------------
downloaded recommended drivers and "scan smart" interface
the document will scan but when i try to save the processing screen pops up with the word "cancelling" and nothing is saved.
if i try to access the settings menu from the "scan smart' interface
the window opens for a moment and then shuts down and closes the program

Brother DS-640 portable scanner (USB)
----------------------------------------------
The Brother "iPrint & scan" interface is not seeing the USB connected device?
so no scanning is possible via this interface

While i am not an expert i would consider myself to be an average and capable windows user so i did try to fix the issue with multiple attempts.
I tried installing and uninstalling the drivers many, many times, following directions methodically and specifically each time,
even going so far as to download the recommended drivers from the internet using my laptop and than copy to the desktop and installing with the internet disconnected, same no luck result in every case.
In both Windows "settings', and "Device manager" it shows each device recognized and "functioning properly"
if i go to control panel/devices and printers i see each device functioning properly and can actually scan a document successfully using the generic windows interface there.

I first purchased the Epson and after no success with the "scan smart" interface purchased the Brother DS-640 only to have a similar problem of my desktop not working with manufacturers user interface software.
both scanners work just fine on the laptop with nearly the same spec so i must assume my desktop is the issue ??
could the issue be that these small portable scanners are not intended to work with a desktop?
I have never heard of something so limiting, my old portable HP-scanjet that these were intended to replace worked just fine with the desktop.

if anyone has any suggestions your advice would be much appreciated.

Thank you

Berton · 02 Jan 2024

There really is no issue where devices work only on one type of computer but not the other with the same Operating System, at least for the last couple twenty years. I have seen a similar situation where USB 2 ports were used on one without issue but not on the USB 3 ports on another computer.

dalchina · 03 Jan 2024

I can understand your frustration, but can't think of an instant 'fix'.

The obvious comment I suppose is that there's probably some significant difference in configuration, services, settings or 3rd party programs between the two devices.

Considering

if i try to access the settings menu from the "scan smart' interface
the window opens for a moment and then shuts down and closes the program

1. Note the time this occurs, then check your Reliability History and your Event Viewer around this time.
(The second was what led me to resolve a casting problem none of the many 'guides' to fixing a common message touched on)

An easier way to view the event log in a linear list is via
Fulleventlogview (free by Nirsoft).

2. Try a clean boot on your desktop - see if there's any difference.

3. Create a new user account for test purposes (you can delete it later).
See if the same problem exists.

4. Have you ever
- disabled services
- applied tweaks
- used a registry cleaner
etc
on your desktop?

Steve C · 04 Jan 2024

Try uninstalling all then reinstalling again?

ten409 · 07 Jan 2024

tried uninstalling and reinstalling multiple times, same results.

looked in firewall settings to see if something is blocked but do not see anything, and all settings appear the same as in the laptop that is working with the scanner software.

something is clearly blocking the scanner's software from communicating with the PC?
all while the PC does recognize the hardware itself.?

dalchina · 07 Jan 2024

Have you considered my post?

Let me give you an unrelated example in more detail (your case will probably differ).
I wanted to cast a mp3 file to my TV. On 1 laptop- fine. The other always failed with a widely known general error about 'Unexpected device error'. None of the many guides on this helped- they all said the same things.

Only when I looked at the event viewer (see my post) did I learn more. There was data about a specific port being blocked.
Some futher research led to an idea which I followed.. and the port was unblocked.
I could then cast to the TV.

That's why I suggested reviewing the event viewer log.

I.e. the principle is - try to gather more information as to what is happening when this problem occurs.