Hello Robert,

Thank you for contacting HP Total Care.

I would regret to inform you that the issue has already escalated to level 2 technician team and they will contact you as soon as possible.
If you need further assistance, please reply to this message and we will be happy to assist you further.

For information on keeping your HP and Compaq products up and running, please visit our Web site
at:
http://www.hp.com/go/totalcare

Sincerely,

Mike
HP Total Care

***Do Not Delete Service Ticket Number***

{ticketno:[8031073076]}

***Do Not Delete Service Ticket Number***

Our advice is strictly limited to the question(s) asked and is based on the information provided to us.  HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection withthe use of this information.  Always back up your data. 
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.
HP does not require you to send any financial data in your reply to this email.  As a prudent reminder, do not insert credit card details or other financial information in any e-mail replies.


Original Text

When I try this and search for *.jpg it finds all my photo and anything in my inbox or on the computer.

I then sort by date and the last item is from and E-Mail yesterday, nothing from today!



From: AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Friday, November 06, 2009 10:54 AM
To: The @comcast.net
Subject: RE: RE: RE: RE: RE: RE: RE: RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support



Hello Robert,

Thank you for contactingHP Total Care.

On reading your email I gather that you have not yet resaved nay feed back from next level support.

I apologies for the inconvenience caused to you for the case. the case is already been escalated and I am again re-escalating the case to the next level.

However you can go ahead try one more step to resolve the issue.

Scan a picture.

Make sure you remember the extension of that file(.jpeg or .gif)

Then click on start.

Write the extension on the search bar in this way *.jpeg or *.gif and search.

You will get a list of results select any the file that you have scanned and on clicking on that will give you the path of it.

In this way you will get to know where the scene files are saved.

I hope the above information will be helpful to you if you experience any issue please get back to us and we will be happy to assist you ferther.

For information on keeping your HP and Compaq products up and running, please visit our Web site
at:
http://www.hp.com/go/totalcare

Sincerely,

Soumen

HP Total Care

***Do Not Delete Service Ticket Number***

{ticketno:[8031073076]}

***Do Not Delete Service Ticket Number***

Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection withthe use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.
HP does not require you to send any financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financial information in any e-mail replies.


Original Text


From:

The @comcast.net


To:

AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM


CC:




Sent:

11/06/09 20:36:28


Subject:

RE: RE: RE: RE: RE: RE: RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support


I have still not heard back from anyone on this issue?





From: AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Wednesday, October 28, 2009 11:29PM
To: The @comcast.net
Subject: RE: RE: RE: RE: RE: RE: RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support



Dear Robert,

Thank you for contacting HP Total Care.

Thank you very much for the details that has been askedin the previous email. I apologize for the inconvenience that you are facing and I appreciate the efforts that you have made to resolve the issue.

I would like to inform you that I am forwarding your details to the level two technician(s) and there is no need to worry any more, they will get back to you within three business days to resolve the issue as soon as possible.

For information on keeping your HP and Compaq products up and running, please visit our Web site
at:
<http://www.hp.com/go/totalcare> http://www.hp.com/go/totalcare

Sincerely,

Dimpy
HP Total Care

***Do Not Delete Service Ticket Number***
{ticketno:[8031073076]}
***Do Not Delete Service Ticket Number***




Original Text


From:

The @comcast.net


To:

AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM


CC:

Robert.Quinlan@BestBuy.com


Sent:

10/29/09 07:17:11


Subject:

RE: RE: RE: RE: RE: RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support



I am running Photosmart C6180 (99A7AF)

Serial # MY6AFH505604KR



Robert G Quinlan Jr.

(603)325-5634 Cell

(603)588-3268 Home

160 Clinton Road

Antrim NH 03440

Desktop Self Made

ASUS Crosshair Motherboard

Phenom 9600 Quad Core AMD 2.31 GHZ

8 gig DDR2

Nvidia 875 PCI Express Graphics Card

3-1 Tera Bit SATA Hard Drives 631 gigs Free on C Drive, 700 gig free on H

1-SATA Blue Ray DVDR Drive

1-SATA DVDR Drive

With a Net Gear WPN834 V3 Router

Internet Comcast Cable

Printer is on IP 192.168.1.70

Desktop is on 192.168.1.64

Running Window 7 Ultimate 64 Bit

Was all working before on Windows Vista Ultimate 64 bit

Anti-Virus Trend Micro Internet Security

Windows Office 2007 Professional



Laptop which is running Windows 7 Home Premium 32 bit.

Clean Install now, tried first with Upgrade from Vista Home Premium32 bit

3 gig of Memory

HP Model G60-445DX

Just Purchased a month ago

Same issues with Laptop and Desktop



Hope this helps if you need more info let me know.



Robert G Quinlan Jr.

160 Clinton Rd

Antrim NH 03440

(603)325-5634 Cell

(603)588-3268 Home

(603)227-0826 Work

Product Process Manager

Best Buy Concord NH Store 591









From: AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Tuesday, October 27, 2009 10:11 PM
To: The @comcast.net
Subject: RE: RE: RE: RE: RE: RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support



Hello Robert,

Thank you for writing back to us.

I regret to note that the issue stands unresolved.

I apologize for all the inconvenience this matter might have caused you and at the same time I appreciate the efforts you havetaken in trying to resolve the issue and also for being so detailed in your approach. I sincerely valueyour time and concern and realize the importance of getting this issue resolved for you.



I would like to inform you, our ASG(Advanced Support Group) will work on this issue and will provide you the entire resolution. In this situation as we performed all the troubleshooting steps and as the issue persists I need to escalate this issue. Please provide the following detials


a. Serial Number of All-in-one :
b. Phone Number :
c. Address of Living (Other than P.O Box Number) :
d. Make of the computer :
e. Operating System (Along with Version / Service Pack)
f. Processor Information :
g. RAM Installed in computer :

To take the details in "e, f", we can select Start à All Programs à Accessories à System Tools à System Information. And you will have the computer information present.

i. Free Disc Space in "C" Drive :

j. IP Address of All-in-one & Computer :
k. Router usingby customer :
L. Anti-virus installed in computer :

Shipping information:

* Name:
* Mailing Address (No P.O. Boxes):
* Apartment/Building/Mailstop:
* City:
* State/Provience:
* Zip/Postal Code:
* Country:
* Home Phone Number (including area code):
* Office Phone Number (including are



ASG will contact you at the earliest.



This should resolve the issue. If you need further assistance, please reply to this message and we will be happy to assist you further.

.

Have a nice day!

For information on keeping your HP and Compaq products up and running, please visit our Web site at:

<http://www.hp.com/go/totalcare> http://www.hp.com/go/totalcare

Sincerely,

Elma
HP Total Care

***Do Not Delete Service Ticket Number***
{ticketno:[8031073076]}
***Do Not Delete Service Ticket Number***

Our advice is strictly limited to thequestion(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequentialdamages in connection with the use of this information. Always back up your data.

For more information, including technical information updates, please visit our Web site at <http://www.hp.com/support> http://www.hp.com/support.

HP does not require you to send any financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financial information inany e-mail replies.


Original Text


From:

The @comcast.net


To:

AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM


CC:



Sent:

10/28/09 06:04:29


Subject:

RE: RE: RE: RE: RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support



I just found this on your web site And the problem seems to be from the past withVista, You now have this link added to the C6180 page for downloads.

They are still trying to fix this problem with vista and must be similar toWindows 7.

I have spent too much time trying to repair this printer. Are they have the same issues withthe newer printers and Windows 7 if not what would you recommend as a replacement. All in one with Fax and networking both wireless and wired









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The Scan Button on the All-in-One Does Not Function When the Printer is Connected to Windows Vista


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Support details


Issue

When the scan button is pressed onthe product, nothing happens. The scan button does not work correctly.

Workaround

Choose one of the following options to scan without using the scan button.

Option one: Scan using Windows Fax and Scan

1. Click the Windows icon (Image removed by sender. http://h10025.www1.hp.com/ewfrf-JAVA/Doc/images/c01319360.gif ), click Programs , and then click Windows Fax and Scan .


NOTE:

The Windows Fax and Scan option is available in the Business, Ultimate, and Enterprise editions of Windows Vista. If you have the Home Basic or Home Premium edition of Windows Vista, skip to Option two: Scan using Paint .

2. Click New scan .
3. Click File , and then click Scan .

Option two: Scan using Paint

1. Click the Windows icon (Image removed by sender. http://h10025.www1.hp.com/ewfrf-JAVA/Doc/images/c01319360.gif ), click Programs , and then click Accessories .
2. Click Paint .
3. Click File , and then click From Scanner or Camera .
4. Click Scan .

Cause

The drivers in the Windows Vista operating system do not support button press functionality on the product.









Other solutions customers found helpful


» <http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01704931&tmp_track_link=ot_recdoc/c00809848/en_us/c01704931/loc:1&lc=en&dlc=en&cc=us&product=1153494> HP All-in-One Products -- Installing the Product Software in Windows Vista for a USB Cable Connection

» <http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01506815&tmp_track_link=ot_recdoc/c00809848/en_us/c01506815/loc:2&lc=en&dlc=en&cc=us&product=1153494> HP Consumer Products -- Customer Care Software and Driver FAQs

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» <http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01829210&tmp_track_link=ot_recdoc/c00809848/en_us/c01829210/loc:4&lc=en&dlc=en&cc=us&product=1153494> HP All-in-One Products -- How to Scan in Windows Vista without Using HP Software


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From: AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Tuesday, October 27, 2009 4:39 PM
To: The @comcast.net
Subject: RE: RE: RE: RE: RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support



Hello Robert,

Thank you for contacting HP Total Care.

Robert, I would like to inform you that as you are using cue13 version software. I would request you to please go to add or remove programs and and remove the option hp imaging device.

Then download the cue 12 version of any of the printer and add hp imaging device top that.

This should resolve the issue. If you need further assistance, please reply to this message and we will be happy to assist you further.

For information on keeping your HP and Compaq products up and running, please visit our Web site
at:
<http://www.hp.com/go/totalcare> http://www.hp.com/go/totalcare

Sincerely,

Daniel
HP Total Care

***Do Not Delete Service Ticket Number***

{ticketno:[8031073076]}

***Do Not Delete Service Ticket Number***

Our advice is strictly limited tothe question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visitour Web site at<http://www.hp.com/support> http://www.hp.com/support.
HP does not require you to send any financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financial information in any e-mail replies.


Original Text


From:

The @comcast.net


To:

AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM


CC:



Sent:

10/28/09 01:41:34


Subject:

RE: RE: RE: RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support


OK Thisis the version I have installed

Please read the previous steps that have been taken!!!!!!!!!!!1

Maybe I should wait until you have fixed your new driver software package.

With Windows Vista the one that worked came out 2 month after therelease, Should I wait 2 months to make this printer work or should I buy and Epson



From: AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Tuesday, October 27, 2009 2:54 PM
To: The @comcast.net
Subject: RE: RE: RE: RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support



Dear Robert,

Thank you for writing back to HP Total Care.

I regret for previous suggested steps because in Windows 7, it does not require to uninstall the previously installed software while installing HP full-feature software.

This issue might be due to incompatible software and driver with Windows 7, so I recommend you to install fully updated version of software and driver from HP web-link.

Solution:
---------------

Please refer to the web-link given below to download and install software and driver-

<http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-76229-1&lc=en&dlc=en&cc=us&lang=en&os=4063&product=1153494> http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-76229-1&lc=en&dlc=en&cc=us&lang=en&os=4063&product=1153494

Note-Please copy the above given URL and paste it in the Address bar of Internet Explorer and press Enter.

Installation Instructions

1. Click the Download only button.
2. When a new pop-up window appears, click on the Run button.
Note: Depending on your connection speed, the file will take some time to transfer to your computer.
3. If an "User Account Control" pop-up windows appears, click the Continue button.
Note: The file is compressed and may take time to extract and run.
4. Follow the on-screen instructions.

Now please check the functionality. This should resolve the issue, however if the issue still persists then please feel free to reply. We will be glad to assist you.

Have a blessed day!

Sincerely,

Koby
HP Total Care

***Do Not Delete Service Ticket Number***

{ticketno:[8031073076]}

***Do Not Delete Service Ticket Number***

Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at <http://www.hp.com/support> http://www.hp.com/support.
HP does not require you to send any financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financial information in any e-mail replies.


Original Text


From:

The @comcast.net


To:

AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM


CC:



Sent:

10/28/09 00:05:52


Subject:

RE: RE: RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support


OK

I have run the removal program in CCC folder D:\Util\CCC\Uninstall_L3.bat

Then ran the uninstall from the downloaded program file you said to run

then I reran the Downloaded file again,

I just ran the destination.msi file from the original disc.

This did not give me the option to select anything it just flashed on andoff the screen

This still will not save the scans to my computer.













From: AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Tuesday, October 27, 2009 1:35 AM
To: The @comcast.net
Subject: RE: RE: RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support



Hello Robert,

Thank you for contacting HP Total Care.

After reviewingyour email, I understand that you are unable to save the scanned images or document in your computer.

I really appreciate all the efforts that you have put in for resolving the issue and I feel regret that issue is still unresolved.

To proceed withtroubleshooting the issue, please perform the below mentioned troubleshooting steps: -

1. Insert The HP Photosmart C6180 All-in-One Printer CD into your CD-ROM.
2. Click on search and type “destination.msi” right click on it and select repair.

This should resolve the issue. If you need further assistance, please reply to this message and we will be happy to assist you.

For information on keeping your HP and Compaq products up and running, please visit our website at:

<http://www.hp.com/go/totalcare> http://www.hp.com/go/totalcare

Sincerely,

Rafael
HP Total Care

***Do Not Delete Service Ticket Number***

{ticketno:[8031073076]}

***Do Not Delete Service Ticket Number***

Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liabilityfor the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technicalinformation updates,please visit our Web site at <http://www.hp.com/support> http://www.hp.com/support.
HP does not require you to send any financial data in your reply to this email. As a prudent reminder, do not insert credit card details orother financial information in any e-mail replies.


Original Text


From:

The @comcast.net


To:

AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM


CC:




Sent:

10/27/09 08:58:30


Subject:

RE: RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support


This is the file that I have installed on a new HP Laptop and also on my desktop. The printer works fine. I shows that the scan is saving tothe selected save location but it does not exist. I have also tried tochange thesave location to the desktop, it says it is saving to that location when I select finish but file does not exist after finishing the scan. Is this All in One compatible with Windows 7? The file is also rated for both the 64 bit and the 32 bit Windows 7 versions.



From: AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Monday, October 26, 2009 8:16 PM
To: The @comcast.net
Subject: RE: RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support



Hello Robert,




Thank you for replying back to us.




I sincerely apologize for the inconvenience that you are facing with this printer. And I appreciate all your efforts and patience for performing the troubleshooting steps.

To resolve the issue please follow the stepsmentioned below:

Step 1: Uninstall full feature software and drivers:

1. Insert the Product Driver CD in the CD Driver.

2. Explore the files and folder of the CD.

3. Open the Util folder thenopen CCC folder.

4. Double click on D:\Util\CCC\Uninstall_L3.bat

5. Follow the on screen instruction.

Step 2: Install full feature software and drivers:

Please refer to the link mentioned below to install full feature software and drivers:

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-76229-1 <http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-76229-1&lc=en&dlc=en&cc=us&lang=en&os=4063&product=1153494> &lc=en&dlc=en&cc=us&lang=en&os=4063&product=1153494

NOTE: Clicking the link may givean error indicating it is invalid. If this occurs, copy the portion of the address on the remaining line(s) and paste it at the end of the address showing in your browser until the complete address is displayed inthe Address box.

Download and Installation Steps:



1. Open the above web site



2. Click on Download Only button



3. File Download window will appear



4. Click on Save and Save this program to disk



5. Downloaded file on to your computer Desktop.



NOTE: Many of the full HP all-in-one product software program downloads are very large and will take some time to download.



6. Double-click on the downloaded file and follow the onscreen instructions to complete the installation.



Please reply to the e-mail after performing the steps with your observations so that if required, we can further assist you to resolve the issue in a timely manner.



For information on keeping your HP and Compaq products up and running, please visit our Web site at:


http://www.hp.com/go/totalcare

Have a wonderful day!



Sincerely,



Scarlett

HP Total Care

***Do Not Delete Service Ticket Number***

{ticketno:[8031073076]}

***Do Not Delete Service Ticket Number***

Our advice is strictly limited tothe question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at <http://www.hp.com/support> http://www.hp.com/support.
HP does not requireyou to send any financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financial information in any e-mail replies.


Original Text


From:

The @comcast.net


To:

AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM


CC:



Sent:

10/27/09 04:51:17


Subject:

RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support


The program will not save to any file location.,

It shows the document or picture during the scan and when you click finish is says (IN THE BALOON MESSAGE) SAY TO AND SHOWS SAVING LOCATION . when done there is nothing there. Iam quite experienced with computers A+ Certified and Microsoft Certified.

The program is not saving the file at all.

I have changed the name of the document to a unique name and then searched the computer for it by name and it can’t be found.



From: AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Monday, October 26, 2009 4:33 PM
To: The @comcast.net
Subject: RE: RE: HP Photosmart C6180 All-in-One Printer e-mail support



Hello Robert,

Thank you for contactingHP Total Care.

With reference to your email, I understand that you want to change the save location of the scanned document.

I apologize for the inconvenience caused to you, however I will put my best efforts to resolve the issue.

I request you to please follow the steps below in orderto resolve the issue:-

Open solution center then click on scan document/ scan picture then click on save to file option under save location change the default location by clicking on browse.

Now check the functionality, If the issue still persistthen please get back to us. We would love to assist youfurther.

This should resolve the issue. If you need further assistance, please reply to this message and we will be happy to assist you further.

For information on keeping your HP and Compaq products up and running, please visit our Website at:

<http://www.hp.com/go/totalcare> http://www.hp.com/go/totalcare

Sincerely,

Harris
HP Total Care

***Do Not Delete Service Ticket Number***

{ticketno:[8031073076]}

***Do Not Delete Service Ticket Number***

Our advice is strictlylimited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at <http://www.hp.com/support> http://www.hp.com/support.
HP does notrequire you to send any financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financial information in any e-mail replies.


Original Text


From:

The @comcast.net


To:

AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM


CC:



Sent:

10/27/09 01:47:03


Subject:

RE: HP Photosmart C6180 All-in-One Printer e-mail support


I have used the earlier version ofthe HP Solution Center, when using the newerversion whichsupports Windows 7 I selected the file type, tried jpg and tif both the unit scans the document and shows it on the preview screen and the only option isfinish. Unless you change the documents features, being a full page I press “ finish” and then go to the Save location which by default is “C:\Users\Quinc\Documents\My Scans” then look for it and nothing in the folder.























From: AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Monday, October 26, 2009 1:57 PM
To: The @comcast.net
Subject: RE: HP Photosmart C6180 All-in-One Printer e-mail support



Hello Robert,

Thank you for contacting HP TotalCare.

From your email message, I gather that you are experiencing an issue with the HP Photosmart C6180 All-in-One Printer. You are able to scan from the printer but unable to save the scanned image in the specified folder on the computer.

I greatly appreciate that you have forwarded your concern and have given us a chance to assist you in this matter. I, as a part of HP tech support, take the ownership of your concern and would try to answer your queries accordingly and to the best of my abilities.

From the description of the issue following are the list of possible causes as mentioned below.

Ø Saving the image in the incorrect format.

Ø Corruption of some of the printer driver files.

Hence, in order to isolate the exact cause and to resolve the issue at the earliest I would request you tofollow some of the steps carefully as mentioned below in the chronological order to scan an original and saving it as an image in Windows 7.

Before scanning, turn on the product and the computer. Connect the product and the computer, if they are not already connected.

Also, have HP Solution Center software installed and running on your computer. HP Solution Center automatically loads onto your computer when you install the product software. If the Digital imaging Monitor(DIM) icon ( <http://h10025.www1.hp.com/ewfrf-JAVA/Doc/images/c01367004.gif> ) displays in the lower-right corner of the computer by the clock (the systems tray), HP Solution Center is running.

Step one: Load the original

Follow these instructions to load the original in the product.

1. Raise the top cover of the product.

2. Place your original print-side down on the glass.

NOTE: The engraved diagram next to the scanner glass shows exactly where to place the document (usually on the right-front corner or the left-front corner).

3. Close the scanner lid.



Step two: Scan the original

Follow these instructions to scan the document and then transferthe image to a computer using HP Solution Center.

1. Open HP Solution Center using one of the following methods:

o Double-click the HP Solution Center icon ( <http://h10025.www1.hp.com/ewfrf-JAVA/Doc/images/c01425508.gif> ) on the Windows desktop.

o Click the Windows icon ( <http://h10025.www1.hp.com/ewfrf-JAVA/Doc/images/c01319360.gif> ), click Programs, click HP, and then click HP Solution Center.

2. Click the tab with the name of the product that youwill use to scan the original.

3. Click either the Scan Picture button (if your original is a picture) or theScan Document button (if your original is anything other than a picture).

4. When the Scan Options screen opens, click the Down Arrow button ( <http://h10025.www1.hp.com/ewfrf-JAVA/Doc/images/c01315982.gif> ) to populate the following scan options:

o Scan to: Select the scan destination from the drop-down list (new scanned images save here).

NOTE: Not all scan destinations accept image files.

o File Type: Select the file type (usually jpeg image). Use the following table for general guidelines on file types, if necessary.


File Type

Description


Bitmap (.bmp)

Windows and most Windows programs accept Bitmap files. Bitmap files are often large.


TIFF (.tif)

TIFF files are widelyaccepted by programs that work with photographs and other images. A TIFF file is a type of bitmap graphic and can be any resolution. Multiple platforms use TIFF images.


TIFF compressed (.tif)

TIFF compressed files are smaller than standard TIFFfiles.


JPEG (.jpg)

JPEG is a compressed file format for images. JPEGs have asmall file size and fast transmittal speed. JPEG files are the ideal format for multicolor images, and Web browsers support them as the default format.

However, JPEGs have reduced image quality and loseimage data each time the file compresses. JPEGsare compatible with only the Millions of Colors and 256 Gray Shades output types.


GIF (.gif)

GIF is a compressed file format suitable for an image that used on the Web or on multiple platforms. These files are bestfor text, line drawings, and logos. You can save GIF files as an interlaced GIF. GIF files are not compatible with the Millions of Colors output type.

5. Click Scan.

6. On the preview screen, make changes as needed, and then click Accept.

Thescan saves as an image file to the selected scan destination.

After performing all the steps carefully as mentioned above, if the issue still persists, I would once again request you to click on the website link mentioned below and follow the steps carefully to scan in Windows 7 without using a HP software.

http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01884960 <http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01884960&cc=us&lc=en&dlc=en&product=1153494> &cc=us&lc=en&dlc=en&product=1153494

NOTE: Clicking the link may give an error indicating it is invalid. If this occurs, copy the portion of the address on the remaining line(s) and paste it at the end of the address showing in your browser until the complete address is displayed inthe Address box.

I want to make sure that the information provided above, resolve the issue. Please reply with your observations and results because it is important that I resolve the issue in a timely manner. I am eagerly waiting for your reply.

For information on keeping your HP and Compaq products up and running, please visit our Web site at:
http://www.hp.com/go/totalcare

Sincerely,

Abhijeet

HP Total Care

***Do Not Delete Service Ticket Number***

{ticketno:[8031073076]}

***DoNot Delete Service Ticket Number***

Our advice is strictly limited tothe question(s) asked and is based on theinformation provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information,including technical information updates, please visit our Web site at http://www.hp.com/support.
HP does not require you to send any financial data in your reply to this email. As a prudent reminder, do not insert credit card details or other financialinformation in any e-mail replies.


Original Text


From:

The @comcast.net


To:

HP Support


CC:



Sent:

10/26/09 22:43:11


Subject:

HP Photosmart C6180 All-in-One Printer e-mail support



hp e-mail support
Webform submittal date/time : 26 October 2009 17:13:30 UTC
language_code : en
language :English
Country of Residence : United States
product_line : 5M
product_oid : 1153494
product_name : HP Photosmart C6180 All-in-One Printer
part_number : Q8181A,Q8181B
purchase month : 12
purchase year : 2008
problem area : scanning/copying/faxing
operating system : Microsoft Windows 7 Ultimate 64
How is your product connected to your PC? : Network
problem description : I have installed the new complete driver and software update for Windows 7 64 bit and installed it after upgrading from Vista 64, The scan fuction comes up and proforms the scan but will not save the image to the save folder specified. I have tried to change the save location in both Pictures and Documents still can't find documents or picturesthat are scanned.
troubleshooting : I uninstalled the software and reinstalled it.
Also doesn't work with notebook running Windows 7 32 bit does the same thing.
setting changes : Upgraded to Windows 7 on both units and installed new software from HP on bothe units.
techskill : Advanced
first name : Robert
last name : Quinlan
phone : (603)325-5634
email : The @comcast.net
form url : https://h10025.www1.hp.com/ewfrf/wc/email?product=1153494&lc=en&cc=us&dlc=en&lang=en&cc=us
form country : United States