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WCS.Tony

Epson SX200 SX218 (all-in-one) installation problems on an Acer with VISTA

Epson SX200 SX218 (all-in-one) installation problems on an Acer with VISTA
WCS.Tony - Thu Nov 25, 2010 @ 09:26PM
Comments: 4

A couple of times now I have experienced problems installing Epson printers on Vista machines. Both times it was on ACER computers that were running perfectly well and had older printers installed, the customers had just decided to upgrade to an all-in-one.

I inserted the Epson installation CD and followed their instructions.

Both time I then got an error from Vista saying that it could not install the drivers for the scanner, the printer was working fine. Device manager showed the scanned with a yellow exclamation mark.

Windows encountered a problem installing install the driver software for your device.

I tried updating the driver and loads of other things but everything failed with the same error.

Vista error

The first time I encountered this almost two years ago and it was a new range of printers and a brand new ACER with Vista. I assumed that there were some initial problems with Vistadrivers so I called their "Help Desk" at 10p a minute.

I strongly resent having to pay Epson 10p to tell them their printer was not working, but I had no choice not even with SAYNOTO0870.

They were totally useless all they could suggest, each time I called, was to download the latest software and try again. By my 53rd installation I had enough and told them.

He then told me it was a Microsoft problem and to call them?

I did (even more cost) to be told that it was nothing to do with Microsoft as they do not support OEM, they asked me to call ACER.

Guess what ACER said? Yes - talk to EPSON!

So back to Epson - not our problem, take it back to the shop.

As this fiasco had now been going on for weeks, over the Christmas holidays, the customer was a bit unsure about returning the used printer without packaging to the shop. He had also bought a whole bag full of printer cartridges for it. So I persevered.

Looking at the “Problem Reports and Solutions” showed loads of errors, but nothing useful.

Then I had a look at the growing C:\Windows\inf\setupapi.dev.log.

YES– there near the end

     flq:      SPFILENOTIFY_NEEDMEDIA:
     flq:            Tagfile      - [\win51ic.sp3]
     flq:            Description  - [Windows XP Home Edition Service Pack 3 CD]
     flq:            SourcePath   - [C:\Windows\System32\DriverStore\FileRepository\sti.inf_0bb72b9f\g]
    flq:            SourceFile   - [usbscan.sys]
     flq:            Flags        - 0x00000000
     flq:       {SPFILENOTIFY_NEEDMEDIA}
     flq:      {SPFILENOTIFY_NEEDMEDIA - exit(0x00000000)}
!!!  flq:       SPFILENOTIFY_NEEDMEDIA: returned FILEOP_ABORT.
!!!  flq:        Error 2: The system cannot find the file specified.

It was trying to install usbscan.sys from the directory on the line above.

But hold on C:\Windows\System32\DriverStore\FileRepository\sti.inf_0bb72b9f was there but no \g?

Tried to create a \g directory and copy the missing file to it from the directory above (which had it?).
This caused problems as I (Administrator) did not have permissions to this folder.
So right click on the folder and added permissions to my user.
Now I could finally create \g and copied ALL the files from the directory above.
Rebooted just in case and reran the installation file I had downloaded from EPSON.
Finally after umpteen attempts the installation completed without any errors and asked me to reboot.

Vista would not then shut down, which had me worried and I was forced to press the off switch.
Rather worryingVista then failed to boot and we did a Recover which much to my relief worked.
NOTE that I did NOT roll back when it asked me, otherwise all my hard work would have been lost.
After what seemed hours (minutes) Vista loaded and the print and scan both worked!

So in January 2009 I wrote all this down and sent all my logs, notes and suggestions to EPSON.
With the hope that they could update their installation executables (if ACER xxx, do this) and more to the point so that their Help desk could help the next poor Epson customer who phoned up.

I asked for some recompense to MY customer who obviously had to pay me to sort out their failure with Epson. We heard no more.

Imagine my surprise this week (Nov 2010) when a customer bought an Epson SX218 and asked me to install it on his Acer running Vista. Once again it failed; once again I called Epson “Help” Desk.
Does the printer COPY?
Well yes but I cannot install the driver.
That is a problem with your PC, please call ACER – Bye.

Nothing on their web site for this problem.
I tried downloading the latest drivers / installation from their web site nothing.

Then I remember that other Epson two years ago.
Same problem, similar solution.

Is this what Epson call user friendly?

If you are having problems installing an Epson all-in-one call Epson and complain.
Tell them about this website, or better still if you live in my area – CALL ME!
I can always do with the work, well at least with the money.

Comments: 4

Comments

1. WCS.Tony  |  my website   |   Wed Dec 01, 2010 @ 11:41PM

Well the saga continues.
The UK Help Desk totally ignored my solution of the above problem.
They have not acknowledged my email, mu problem, changed their installation scripts or even seem to have recorded the problem on their FAQs.) Indeed when you call them - it's not their problem, call Microsoft.

So I contacted Andrea Zoeckler Director, Service and Support Operations - Epson America. Unfortunately all they could say is that the USA does not support SX218 and passed my email back to the UK Help Desk.

To be fair David Kumar from Customer Services replied to my emai, but all he would say is well the SX200 worked on XP so not our problem - yes, you've guessed CALL MICROSOFT. When I say he replied to me, that is not quite right. Even though the email from America had MY email address on it, he actually sent the reply to my elderly customer who had originally bought the SX200 two years ago. Boy did that confuse him.

Anyhow I am now trying without much luck to raise an OFFICIAL complain to Epson.
But there seems to be no links anywhere on the Internet.
I've found a list of their directors http://global.epson.com/company/profile.htm but I am unable to find contact details for any of them.
Seiji Hanaoka
Yasuo Hattori
Minoru Usui
Masayuki Morozumi
Kenji Kubota
Torao Yajima
Seiichi Hirano
Noriyuki Hama
Tadaaki Hagata
Yoneharu Fukushima
But I'm still looking!
At least I now have little pictures of them that I can stick on my dart board and throws darts at them.

No help or refunds to my customers, or advice to other customers with similar problems, but it makes me feel better.

2. WCS.Tony  |  my website   |   Mon Dec 13, 2010 @ 05:47AM

Well I've just had a long chat with a very nice guy from Epson (Steve).
They will try and add this problem to their Help Desk system, but he notes that they've only had a very few reports of this issue (THREE - two are from me?).
Apparently the problem is with ACER and where they put USBSCAN.SYS.
Other scanner manufacturers are also having similar problems.
Search GOOGLE for USBSCAN.SYS ACER SCANNER INSTALLATION or similar.
So - either point the installation file to wherever USBSCAN.SYS is located or copy USBSCAN.SYS to where the installation program expects to find it.
At least EPSON have now listened to my complaint and done something.
THANK YOU STEVE!

3. simone   |   Fri Jan 07, 2011 @ 05:14AM

it's incredible, but the solution is update the Acer USB Filter Device - Vista - V 1.0.7.0 from Acer Support/driver site. and reboot.
printer: epson stylus sx218
laptop: acer aspire 5530g
bye

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