unable to install new scanner

  • Thread starter Thread starter jbrons
  • Start date Start date
J

jbrons

We are trying to upgrade a scanner (from a Fujitsu 4xxx series to a
5750c). When I try to install the new scanner driver, an error pops up
that says "Please remove 'scanner utility for microsoft windows.'"

When we try to remove that utility in the Add/Remove Programs feature,
it pops up with another error -- "An installation support file could
not be found" -- and quits the uninstall.

We have tried to remove every single trace of Fujitsu files and TWAIN
drivers, from the hard drive and registry, but every time we restart
something keeps writing these files back and making it impossible to
install the new scanner (because of the paradox above).

Thanks for any help.
 
We are trying to upgrade a scanner (from a Fujitsu 4xxx series to a
5750c). When I try to install the new scanner driver, an error pops up
that says "Please remove 'scanner utility for microsoft windows.'"

When we try to remove that utility in the Add/Remove Programs feature,
it pops up with another error -- "An installation support file could
not be found" -- and quits the uninstall.

We have tried to remove every single trace of Fujitsu files and TWAIN
drivers, from the hard drive and registry, but every time we restart
something keeps writing these files back and making it impossible to
install the new scanner (because of the paradox above).

Thanks for any help.
Click to expand...

You may be running into the Windows XP WIA system.

You should not have the Scanner connected to the computer before the
software is installed.

If the Scanner is connected before the correct software is installed,
Windows XP tries to install the built in WIA system for the Scanner. (Which
causes problems for a later install of the correct software).

Open the Device Manager and remove any trace of the old scanner and the new
scanner and the WIA driver for any scanner found. One quirk of Windows XP,
If the scanner is not connected and found, it will not show in the Device
Manager. Even when you "show hidden devices".
 
CSM1 said:
You may be running into the Windows XP WIA system.

You should not have the Scanner connected to the computer before the
software is installed.

If the Scanner is connected before the correct software is installed,
Windows XP tries to install the built in WIA system for the Scanner. (Which
causes problems for a later install of the correct software).

Open the Device Manager and remove any trace of the old scanner and the new
scanner and the WIA driver for any scanner found. One quirk of Windows XP,
If the scanner is not connected and found, it will not show in the Device
Manager. Even when you "show hidden devices".
Click to expand...

It might if the following environment variable is set:

devmgr_show_nonpresent_devices=1
 
Hi Jbrons,

I'd highly recommend you contact tech support 800-626-4686 option 2 for
assistance. If this pc has any mission-critical data, then verify it's
been backed up (just incase).

That error message is a result of residual files from an earlier
version of Fujitsu Twain being found on the system. Most people are
able to eliminate the files found at the Windows file-level
(c:\windows\system32\Twain_32\ ; wiatwain.dll, etc...)

If you've installed an STI Twain (version 9x) on that pc, you may have
some other startup programs which need to be ended in order to unlock
some files... (i.e. fjtwsetup.exe)

I can't say with 100% certainty without talking to someone logged in on
the pc as a local admin... but, if I had to take an educated guess:
*when cleaning residual files in the registry, there's a good chance
one or more of the classid files were overlooked... try running a FIND
in HKLM\software & HKCU\software for: "scanner util"

I've had better success finding the correct keys with that search
(don't include the "s)

when you find a match. find the key (open folder icon on the left pane
or path listed on the status bar on the bottom of Registry Editor) and
delete it and it's sub keys. Press F3 and repeat the process until no
more matches are found.

If you have any questions, or are unable to get your issue quickly
resolved by our tech support, feel free to contact me direct anytime :
408-746-7096 direct_ 408-203-6057 cell

Thank you,

Danny Ha
Fujitsu Computer Products of America, Inc.
Product Manager- Workgroup Scanners
(e-mail address removed)

That's a typical symptom of a residual registry key remaining in the
Windows Registry.
Usually there's approximately 3 - 6 registry keys which could cause
your problems.

The most
 
Danny said:
Hi Jbrons,

I'd highly recommend you contact tech support 800-626-4686 option 2 for
assistance. If this pc has any mission-critical data, then verify it's
been backed up (just incase).

That error message is a result of residual files from an earlier
version of Fujitsu Twain being found on the system. Most people are
able to eliminate the files found at the Windows file-level
(c:\windows\system32\Twain_32\ ; wiatwain.dll, etc...)

If you've installed an STI Twain (version 9x) on that pc, you may have
some other startup programs which need to be ended in order to unlock
some files... (i.e. fjtwsetup.exe)

I can't say with 100% certainty without talking to someone logged in on
the pc as a local admin... but, if I had to take an educated guess:
*when cleaning residual files in the registry, there's a good chance
one or more of the classid files were overlooked... try running a FIND
in HKLM\software & HKCU\software for: "scanner util"

I've had better success finding the correct keys with that search
(don't include the "s)

when you find a match. find the key (open folder icon on the left pane
or path listed on the status bar on the bottom of Registry Editor) and
delete it and it's sub keys. Press F3 and repeat the process until no
more matches are found.

If you have any questions, or are unable to get your issue quickly
resolved by our tech support, feel free to contact me direct anytime :
408-746-7096 direct_ 408-203-6057 cell

Thank you,

Danny Ha
Fujitsu Computer Products of America, Inc.
Product Manager- Workgroup Scanners
(e-mail address removed)

That's a typical symptom of a residual registry key remaining in the
Windows Registry.
Usually there's approximately 3 - 6 registry keys which could cause
your problems.

The most
Click to expand...

Hi there... I've been fighting with getting my Fujitsu scanners
working (again) after reinstalling Windows XP Pro, and have run into
the same error message (that the "Scanner Utility for Microsoft
Windows" is already installed).

I have found that deleting the following TWO registry keys will allow
the setup to proceed (and overwrite any existing installation):

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{580E9BBC-A51E-4AE9-A977-7B0939BEDAD3}

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Scanner
Utility for Microsoft Windows

Delete those two (entire key tree) and run your setup.

Best regards,
Mark Ward
Carson, CA
 
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