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Home / Easy Scan Software Getting Error Message Scan Error Not White Image Available

Easy Scan Software Getting Error Message Scan Error Not White Image Available

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HP ScanJet - Error messages display on the scanning software in a Citrix environment

Issue

When scanning using an HP software or any third-party software published from XenApp or XenDesktop 7.6, the scanning software displays an error message indicating that a scanner cannot be found.

Examples of scanner error messages in a Citrix environment are the following:

  • HP Smart Document Scan Software could not find your scanner.

  • HP ScanJet Pro 2500fl1 Flatbed Scanner was not found.

  • Scanner not connected.

  • HP imaging device was not found.

Workaround

Follow these steps to resolve the issue:

  1. Check to see if the scanner's physical connection is set up correctly.

  2. Install a corresponding TWAIN driver on the Virtual Machine (VM) in XenCenter or the physical machine.

    2. Select Software and Drivers.

    3. Type your product number in the text box, and then click Find my product.

    4. Select your operating system.

    5. Select the Driver - Product Installation Software section, and then select the TWAIN driver.

  3. Install the Citrix Receiver on the client's personal computer (PC).

  4. Check if the Windows Imaging Application (WIA) service is enabled on the client's PC and the VM.

    1. On your operating system, click Start, select Control Panel.

    2. Select Administrative Tools, and then select Services.

    3. Make sure that the status for the Windows Imaging Application service is "Started".

  5. Install the basic scanner driver (WIA) on the client's PC.

  6. Note the Product ID (PID) and Vendor ID (VID) of the scanner in Device Manager. These values are required to create a new registry key.

    1. Open Device Manager and check the USB device that needs to be redirected.

    2. Right-click the device and select Properties.

    3. Click the Details tab, and then complete the following tasks:

      1. In the Property drop-down list box, select Hardware Ids.

      2. In the Value section, note the PID and VID values.

      Figure : Locate the PID and the VID

  7. Configure USB redirection in the Citrix Studio.

    Refer to your Citrix user guide to enable USB redirection.

  8. Open the Registry Editor to create a new registry key.

    1. Click Start, select Run, type the command "regedit", and then press Enter to open the Registry Editor.

    2. Depending on your Windows operating system, locate Devices in the following subkey:

      • For 32 bit operating system: HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\ICA Client\GenericUSB\Devices

      • For 64 bit operating system: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Citrix\ICA Client\GenericUSB\Devices

    3. Click Devices, right-click AutoRedirectImage in the right pane, and then select Modify.

    4. On the Edit DWORD window, type "1" in the Value data text box.

    5. Right-click Devices, select New, and then select Key.

    6. For the new key name, type the PID and VID values.

      Figure : Rename the register keys

    7. Right-click the right pane of the window, select New, and then select DWORD.

    8. For the DWORD value name, type "AutoRedirectImage".

      Figure : Rename DWORD

    9. Right-click AutoRedirectImage in the right pane, and then select Modify.

    10. On the Edit DWORD window, type "1" in the Value data text box.

      Figure : Edit DWORD value

  9. Open the Local Group Policy Editor on the client's PC to add Citrix Administrative Templates.

    1. Click Start, select Run, and then type the command "gpedit.msc" to open the Local Group Policy Editor.

    2. In the left pane, right-click Administrative Templates, and then select Add/Remove Templates.

    3. On the Add/Remove Templates window, click Add.

    4. To add a file to the template, browse to the following location: \Program Files\Citrix\ICA Client\configuration\en\icaclient_usb.adm, and then open the icaclient_usb.adm file.

    5. Close the Add/Remove Templates.

  10. Edit the Generic USB Remoting setting.

    1. In the Local Group Policy Editor, browse to the following location to select Generic USB Remoting:

      Administrative Templates\Classic Administrative Templates\Citrix Components\Citrix Receiver\Remoting client devices\Generic USB Remoting .

    2. In the right pane, on the Setting tab, click the USB Device Rules.

      Figure : Generic USB Remoting

    3. In the USB Device Rules window, complete the following tasks:

      1. Click to select the Enabled check box.

      2. Type the PID and VID values of the scanner in the USB Device Rules section.

      3. Click Apply, and then click OK.

      Figure : USB Device Rules

    4. In the Existing USB Devices window, complete the following tasks:

      1. Click to select the Enabled check box.

      2. Select one of the following options in the When desktop starts drop-down list box:

        • Display message and let user choose.

          or

        • Connect all available USB devices.

      3. Click Apply, and then click OK.

      Figure : Existing USB Devices

    5. In the New USB Devices window, complete the following tasks:

      1. Click to select the Enabled check box.

      2. Select one of the following options in the When a USB device is inserted drop-down list box:

        • Display message and let user choose

          or

        • Connect the USB device.

      3. Click Apply, and then click OK.

      Figure : New USB Devices

    6. In the USB Devices List in Desktop Viewer, complete the following tasks:

      1. Click to select the Enabled check box.

      2. Click Apply, and then click OK.

      Figure : USB Devices List in Desktop Viewer

  11. Restart the client's PC or scanner, and then check to see if the scanner is available.

note:

If the scanning software is unable to detect a scanner after completing the above steps, disable the TWAIN redirection to try scanning again, OR, contact HP Support.

Affected Scanners

This issue occurs for the following scanners:

  • HP ScanJet Pro 2000 s1 Sheet-feed Scanner

  • HP ScanJet Pro 2000 s2 Sheet-feed Scanner

  • HP ScanJet Pro 2500 f1 Flatbed Scanner

  • HP Scanjet Pro 3000 s2 Sheet-feed Scanner

  • HP Scanjet Pro 3000 s3 Sheet-feed Scanner

  • HP Scanjet Pro 3000 s4 Sheet-feed Scanner

  • HP ScanJet Pro 3500 f1 Flatbed Scanner

  • HP ScanJet Pro N4000 snw1 Sheet-feed Scanner

  • HP Scanjet Enterprise Flow 5000 s2 Sheet-feed Scanner

  • HP Scanjet Enterprise Flow 5000 s3 Sheet-feed Scanner

  • HP Scanjet Enterprise Flow 5000 s4 Sheet-feed Scanner

  • HP Scanjet Enterprise Flow 5000 s5 Sheet-feed Scanner

  • HP Scanjet Enterprise 7000 s2 Sheet-feed Scanner

  • HP Scanjet Enterprise Flow 7000 s3 Sheet-feed Scanner

  • HP ScanJet Enterprise Flow N7000 snw1 Sheet-feed Scanner

  • HP Scanjet Enterprise 7500 Flatbed Scanner

  • HP Scanjet N6350 Networked Document Flatbed Scanner

  • HP Scanjet N9120 Document Flatbed Scanner

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Source: https://support.hp.com/us-en/document/c05096864