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Can't scan as TIFF in Windows Fax and Scan RRS feed

  • Question

  • We have a Fujitsu fi6130 desktop scanner. Up until recently we have had no problem scanning as a TIFF in Windows Fax and Scan on Windows 7 Professional. It will scan as .bmp, .pdf, and the others, but if .tif is selected it tries to scan and then an error pops up. The error says, "A problem prevented the document from being scanned. Please try again, or for troubleshooting information, see Help and Support or the information that came with the scanner." Help and Support did not help and neither did the user guide for the scanner.  I cannot pinpoint what exactly changed, as this is a user's pc and not mine. I have looked through the scan settings. I have deleted and recreated the profile contained in there. I have uninstalled and reinstalled Windows Fax and Scan as well as the scanner itself. We can scan to TIFF using another program that I installed to get her by. We don't really want to continue to use this other program, however. I finally did a system restore to a time when the issue was not present and still cannot scan as TIFF. Any suggestions?
    Tuesday, March 13, 2012 5:37 PM

Answers

  • Uninstall the entire driver and software package.

    Reboot.

    Reinstall the driver and software package.

    Telling you exactly why a given piece of third party hardware doesn't act as it should is not a simple internet diagnosis.


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread. ”

    • Marked as answer by Nicholas Li Monday, March 26, 2012 9:16 AM
    Tuesday, March 13, 2012 6:27 PM
  • Hi,

    Firstly, please let us know whether you can open TIFF file directly.

    Also, please check if you have updated the driver to the latest.

    Meanwhile, please try the following troubleshooting steps.

    1. Try to obtain the more detailed error information in Event Viewer and post here.

    2. Test the issue in Clean Boot Mode.

    3. If you have turned on Windows TIFF IFilter feature, please turn it off and see how it works.

    4. Run “sfc /scannow” in command prompt to see if any error detected.

    Hope this helps.



    If a post solved your problem, click “Mark as Answer” on the post. If a post helped you, click "Vote As Helpful" on the left side of post.

    • Marked as answer by Nicholas Li Monday, March 26, 2012 9:16 AM
    Thursday, March 15, 2012 8:04 AM

All replies

  • Uninstall the entire driver and software package.

    Reboot.

    Reinstall the driver and software package.

    Telling you exactly why a given piece of third party hardware doesn't act as it should is not a simple internet diagnosis.


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread. ”

    • Marked as answer by Nicholas Li Monday, March 26, 2012 9:16 AM
    Tuesday, March 13, 2012 6:27 PM
  • Hi,

    Firstly, please let us know whether you can open TIFF file directly.

    Also, please check if you have updated the driver to the latest.

    Meanwhile, please try the following troubleshooting steps.

    1. Try to obtain the more detailed error information in Event Viewer and post here.

    2. Test the issue in Clean Boot Mode.

    3. If you have turned on Windows TIFF IFilter feature, please turn it off and see how it works.

    4. Run “sfc /scannow” in command prompt to see if any error detected.

    Hope this helps.



    If a post solved your problem, click “Mark as Answer” on the post. If a post helped you, click "Vote As Helpful" on the left side of post.

    • Marked as answer by Nicholas Li Monday, March 26, 2012 9:16 AM
    Thursday, March 15, 2012 8:04 AM
  •  

    Sorry this took so long.

    Jeremy_Wu,

    Hi.

    Firstly, please let us know whether you can open TIFF file directly.

    Yes I can open a TIFF file directly with Windows Photo Viewer.

    Also, please check if you have updated the driver to the latest.

    Yes, I have the latest driver installed.

    Meanwhile, please try the following troubleshooting steps.

    1. Try to obtain the more detailed error information in Event Viewer and post here.

    The only events I can find for the time I receive the error are as follows:

    Log Name:      Application

    Source:        Microsoft-Windows-Security-SPP

    Date:          3/15/2012 2:00:27 PM

    Event ID:      902

    Task Category: None

    Level:         Information

    Keywords:      Classic

    User:          N/A

    Computer:     

    Description:

    The Software Protection service has started.

    6.1.7601.17514

    Event Xml:

    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

      <System>

        <Provider Name="Microsoft-Windows-Security-SPP" Guid="{E23B33B0-C8C9-472C-A5F9-F2BDFEA0F156}" EventSourceName="Software Protection Platform Service" />

        <EventID Qualifiers="16384">902</EventID>

        <Version>0</Version>

        <Level>0</Level>

        <Task>0</Task>

        <Opcode>0</Opcode>

        <Keywords>0x80000000000000</Keywords>

        <TimeCreated SystemTime="2012-03-15T19:00:27.000000000Z" />

        <EventRecordID>4542</EventRecordID>

        <Correlation />

        <Execution ProcessID="0" ThreadID="0" />

        <Channel>Application</Channel>

        <Computer> </Computer>

        <Security />

      </System>

      <EventData>

        <Data>6.1.7601.17514</Data>

      </EventData>

    </Event>

     

    Log Name:      Application

    Source:        Microsoft-Windows-Security-SPP

    Date:          3/15/2012 2:00:27 PM

    Event ID:      1003

    Task Category: None

    Level:         Information

    Keywords:      Classic

    User:          N/A

    Computer:     

    Description:

    The Software Protection service has completed licensing status check.

    Application Id=55c92734-d682-4d71-983e-d6ec3f16059f

    Licensing Status=

    1: 4de78642-0f7f-4b61-9392-8add86d70ae8, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    2: 50e329f7-a5fa-46b2-85fd-f224e5da7764, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    3: 5a79ecd8-d33f-406c-a619-7785899b5d59, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    4: 770bc271-8dc1-467d-b574-73cbacbeccd1, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    5: 90a61a0d-0b76-4bf1-a8b8-89061855a4c9, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    6: 92f9d22a-65f5-49a7-90fe-06491b4fc379, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    7: 9abf5984-9c16-46f2-ad1e-7fe15931a8dd, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    8: 9ccffaf9-86a2-414e-b031-b2f777720e90, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    9: b92e9980-b9d5-4821-9c94-140f632f6312, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    10: c1027486-8ae8-4633-9cf9-9658ed80504d, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    11: c1e88de3-96c4-4563-ad7d-775f65b1e670, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    12: c33001fc-5e9c-4f27-8c05-e0154adb0db4, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    13: cf3c5b35-35ff-4c95-9bbd-a188e47ad14c, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    14: cff07cac-7534-4cc3-b3f3-99e1a0aa3c20, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    15: d188820a-cb63-4bad-a9a2-40b843ee23b7, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    16: d8e04254-f9a5-4729-ae86-886de6aa907c, 1, 1 [(0 [0x00000000, 1, 0], [(?)(?)( 1 0x00000000 3 0 msft:rm/algorithm/hwid/4.0 0x00000000 0)(?)(?)(?)])(1 )(2 )]

    17: da22eadd-46dc-4056-a287-f5041c852470, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    18: e120e868-3df2-464a-95a0-b52fa5ada4bf, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    19: e838d943-63ed-4a0b-9fb1-47152908acc9, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    20: 4a8149bb-7d61-49f4-8822-82c7bf88d64b, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    21: afd5f68f-b70f-4000-a21d-28dbc8be8b07, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

     

     

    Event Xml:

    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

      <System>

        <Provider Name="Microsoft-Windows-Security-SPP" Guid="{E23B33B0-C8C9-472C-A5F9-F2BDFEA0F156}" EventSourceName="Software Protection Platform Service" />

        <EventID Qualifiers="16384">1003</EventID>

        <Version>0</Version>

        <Level>4</Level>

        <Task>0</Task>

        <Opcode>0</Opcode>

        <Keywords>0x80000000000000</Keywords>

        <TimeCreated SystemTime="2012-03-15T19:00:27.000000000Z" />

        <EventRecordID>4541</EventRecordID>

        <Correlation />

        <Execution ProcessID="0" ThreadID="0" />

        <Channel>Application</Channel>

        <Computer> </Computer>

        <Security />

      </System>

      <EventData>

        <Data>55c92734-d682-4d71-983e-d6ec3f16059f</Data>

        <Data>

    1: 4de78642-0f7f-4b61-9392-8add86d70ae8, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    2: 50e329f7-a5fa-46b2-85fd-f224e5da7764, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    3: 5a79ecd8-d33f-406c-a619-7785899b5d59, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    4: 770bc271-8dc1-467d-b574-73cbacbeccd1, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    5: 90a61a0d-0b76-4bf1-a8b8-89061855a4c9, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    6: 92f9d22a-65f5-49a7-90fe-06491b4fc379, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    7: 9abf5984-9c16-46f2-ad1e-7fe15931a8dd, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    8: 9ccffaf9-86a2-414e-b031-b2f777720e90, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    9: b92e9980-b9d5-4821-9c94-140f632f6312, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    10: c1027486-8ae8-4633-9cf9-9658ed80504d, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    11: c1e88de3-96c4-4563-ad7d-775f65b1e670, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    12: c33001fc-5e9c-4f27-8c05-e0154adb0db4, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    13: cf3c5b35-35ff-4c95-9bbd-a188e47ad14c, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    14: cff07cac-7534-4cc3-b3f3-99e1a0aa3c20, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    15: d188820a-cb63-4bad-a9a2-40b843ee23b7, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    16: d8e04254-f9a5-4729-ae86-886de6aa907c, 1, 1 [(0 [0x00000000, 1, 0], [(?)(?)( 1 0x00000000 3 0 msft:rm/algorithm/hwid/4.0 0x00000000 0)(?)(?)(?)])(1 )(2 )]

    17: da22eadd-46dc-4056-a287-f5041c852470, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    18: e120e868-3df2-464a-95a0-b52fa5ada4bf, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    19: e838d943-63ed-4a0b-9fb1-47152908acc9, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    20: 4a8149bb-7d61-49f4-8822-82c7bf88d64b, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

    21: afd5f68f-b70f-4000-a21d-28dbc8be8b07, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)])(1 )(2 )]

     

    </Data>

      </EventData>

    </Event>

     

    Log Name:      Application

    Source:        Microsoft-Windows-Security-SPP

    Date:          3/15/2012 2:00:27 PM

    Event ID:      1066

    Task Category: None

    Level:         Information

    Keywords:      Classic

    User:          N/A

    Computer:     

    Description:

    Initialization status for service objects.

    C:\Windows\system32\sppwinob.dll, msft:spp/windowsfunctionality/agent/7.0, 0x00000000, 0x00000000

    C:\Windows\system32\sppobjs.dll, msft:rm/algorithm/phone/1.0, 0x00000000, 0x00000000

    C:\Windows\system32\sppobjs.dll, msft:rm/algorithm/pkey/2005, 0x00000000, 0x00000000

    C:\Windows\system32\sppobjs.dll, msft:spp/TaskScheduler/1.0, 0x00000000, 0x00000000

    C:\Windows\system32\sppobjs.dll, msft:spp/volume/services/kms/1.0, 0x00000000, 0x00000000

    C:\Windows\system32\sppobjs.dll, msft:spp/volume/services/kms/licenserenewal/1.0, 0x00000000, 0x00000000

     

    Event Xml:

    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

      <System>

        <Provider Name="Microsoft-Windows-Security-SPP" Guid="{E23B33B0-C8C9-472C-A5F9-F2BDFEA0F156}" EventSourceName="Software Protection Platform Service" />

        <EventID Qualifiers="16384">1066</EventID>

        <Version>0</Version>

        <Level>4</Level>

        <Task>0</Task>

        <Opcode>0</Opcode>

        <Keywords>0x80000000000000</Keywords>

        <TimeCreated SystemTime="2012-03-15T19:00:27.000000000Z" />

        <EventRecordID>4540</EventRecordID>

        <Correlation />

        <Execution ProcessID="0" ThreadID="0" />

        <Channel>Application</Channel>

        <Computer> </Computer>

        <Security />

      </System>

      <EventData>

        <Data>C:\Windows\system32\sppwinob.dll, msft:spp/windowsfunctionality/agent/7.0, 0x00000000, 0x00000000

    C:\Windows\system32\sppobjs.dll, msft:rm/algorithm/phone/1.0, 0x00000000, 0x00000000

    C:\Windows\system32\sppobjs.dll, msft:rm/algorithm/pkey/2005, 0x00000000, 0x00000000

    C:\Windows\system32\sppobjs.dll, msft:spp/TaskScheduler/1.0, 0x00000000, 0x00000000

    C:\Windows\system32\sppobjs.dll, msft:spp/volume/services/kms/1.0, 0x00000000, 0x00000000

    C:\Windows\system32\sppobjs.dll, msft:spp/volume/services/kms/licenserenewal/1.0, 0x00000000, 0x00000000

    </Data>

      </EventData>

    </Event>

     

    Log Name:      Application

    Source:        Microsoft-Windows-Security-SPP

    Date:          3/15/2012 2:00:26 PM

    Event ID:      900

    Task Category: None

    Level:         Information

    Keywords:      Classic

    User:          N/A

    Computer:      

    Description:

    The Software Protection service is starting.

     

    Event Xml:

    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

      <System>

        <Provider Name="Microsoft-Windows-Security-SPP" Guid="{E23B33B0-C8C9-472C-A5F9-F2BDFEA0F156}" EventSourceName="Software Protection Platform Service" />

        <EventID Qualifiers="16384">900</EventID>

        <Version>0</Version>

        <Level>4</Level>

        <Task>0</Task>

        <Opcode>0</Opcode>

        <Keywords>0x80000000000000</Keywords>

        <TimeCreated SystemTime="2012-03-15T19:00:26.000000000Z" />

        <EventRecordID>4539</EventRecordID>

        <Correlation />

        <Execution ProcessID="0" ThreadID="0" />

        <Channel>Application</Channel>

        <Computer> </Computer>

        <Security />

      </System>

      <EventData>

      </EventData>

    </Event>

    2. Test the issue in Clean Boot Mode.

    No change in Clean Boot Mode.

    3. If you have turned on Windows TIFF IFilter feature, please turn it off and see how it works.

    This feature was not enabled so I enabled it, restarted the computer and tried the Windows Fax and Scan. Problem still present. I then disabled, restarted and tried again. Problem still present.

    4. Run “sfc /scannow” in command prompt to see if any error detected.

    I am unfamiliar with the CBS.log, but I went through it and found nothing that said error…

    Hope this helps.

     

     

    Wednesday, March 28, 2012 8:19 PM
  • I am having similar problem as of about 2 weeks ago. been using the "NEAT" scanner (not so neat BTW)

    In Windows fax and scan get same error ("A problem prevented the document from being scanned. Please try again, or for troubleshooting information, see Help and Support or the information that came with the scanner.") when try TIFF.

    I can scan preview just fine, I can even scan as .BMP, but can not to TIFF.  I removed scanner and TWAIN driver rebooted then reinstalled did the same to the Windows fax and scan program from the windows features list. created new profile. Have been scanning as .BMP then in same program converting to .TIFF but will only allow one page at a time.

    The scanner works with software came with but only scans as .PDF

    in all everything works as should except when scan as .TIFF

    Maybe with two scenarios going can narrow down this issue quicker

    Tuesday, April 3, 2012 12:29 PM
  • Hi,


    Please try to reinstall Windows Fax and Scan and see how it works.


    How to:

    1. Open Control Panel -> Programs -> Turn Windows features on or off -> Print and Document Service.

    2. Unselect Windows Fax and Scan.

    3. Restart.

    4. Select Windows Fax and Scan again.


    Hope this helps.


    If a post solved your problem, click “Mark as Answer” on the post. If a post helped you, click "Vote As Helpful" on the left side of post.

    Thursday, April 5, 2012 10:00 AM
  • I have tried this.

    I removed scanner and TWAIN driver rebooted then reinstalled did the same to the Windows fax and scan program from the windows features list.

    Thursday, April 5, 2012 11:58 AM
  • I, too, have already tried this.
    Thursday, April 5, 2012 2:03 PM
  • Hi Mellissa,

    Did you see any print and fax error message in system and application log?

    If you connect the fax to another computer, does the same issue occur?


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.

    Saturday, April 7, 2012 7:58 AM
  • Not sure if Mellissa had errors. I don't.

    Strange thing is the program works doing everything. can fax just fine can scan .BMP can scan preview everything works except for scanning to .TIF.  I can even scan .BMP save and while still in Program open the file back up and save to .TIF which I do but can only scan one page per file so when i want to scan multiple pages to one file this is problem cause can't scan as .TIF and .BMP only does one page per file.

    Tuesday, April 10, 2012 2:18 PM
  • Aaron-

    Hi. No, I could find no errors relating to print or fax. I tried the scanner on another computer and Windows Fax and Scan worked just fine. I had no problem scanning as .TIF. So I took the scanner back to the original pc and logged in as a different user. As the new user I was able to scan to .TIF. I tried to compare registry entries but couldn't come up with anything different. I deleted the account for the problem user under the key HKLM\SOFTWARE\Microsoft\fax\Accounts. I don't know if this entry relates to my problem, but that's what I did. It didn't work. I finally ended up deleting that user profile in Windows and recreating it. This fixed the problem, but didn't identify the why. If my girl didn't need to get back to work with this I would have tried to stick to it until we figured it out.

    Tuesday, April 10, 2012 3:04 PM
  • This initially occurred on one user on one PC in our office. Windows Fax and Scan worked EXCEPT for TIFF files. Eventually, it affected another user on another PC. Now the issue has gotten me. We use TIFFs EXCLUSIVELY, and this issue must be resolved. If deleting the user profile is the only way to make it work, that is unacceptable. I can't imagine that Windows 7 (which claims to be SO advanced) has botched such a widely-used program as Windows Fax and Scan and a common format like TIFF. Especially with the electronic medical records revolution going on in the United States, it seems like Microsoft is way behind on this issue.

    If anyone can suggest a fix OTHER THAN deleting the user profile, please let me know.

    Saturday, June 23, 2012 4:09 PM
  • Had the exact same problem, managed to figure it out though --

    whenever you scan in windows fax and scan, a temp file is saved.  That file is named image.[format], so in this case, Image.tif.  As you scan more and more, more temp files are created with the same file name, so a number is placed in parentheses.  There seems to be a limit on the number of files that can be handled like this, as we start getting the error after 10000 files.  If you go to your user profile folder, under application data->local->temp, and clear out all tif files in there, Windows Fax and Scan should work with tif files again (until another 10000 or so documents are scanned).  I think we can chalk it up to Windows Fax and Scan not clearing its own temp files after each session.

    • Proposed as answer by Josh Threet Friday, August 10, 2012 1:32 PM
    Friday, August 10, 2012 1:32 PM