[Solved] Value cannot be null/Parameter name: path1

[jggreene]

Microsoft sorted out serious issues with the computer.

Unfortunately I am now left with the above message when I try to use the printer - HP Officejet 6210 All-in-one .

I have no problem with printing but I cannot use the HP Director or other software which were provided with the disc.

I have re-installed from the disc 3 times and also looked into updating. None necessary.

 

I have contacted Microsoft twice about this issue but I have not had a reply.

 

Maybe I should add that we have another printer hp photosmart 7762 and I wonder if I should remove it as well before I re-install both printers.

 

I need to send documents attached to emails on a regular basis and cannot do so currently.

Thank you for any feedback.

[Plastic Nev]

Hi, and welcome to Extreme Tech Support - Free PC Help.

 

A couple of questions to help us understand what has happened first, what exactly was done via Microsoft help and what was the reason for this?

Secondly, the printer in question will print but I guess it will not scan is that correct?

also the other printer, the Photosmart 7762, does this work OK or is there problems with that as well?

 

I think it is possible that the drivers for the scanner may not be working. Have you had a look in device manager?

If not and not sure how to find it, here is the quick way, first click start, then "Run", then type or copy and paste-

 

devmgmt.msc

 

in the box and click OK.

look down the list for "Imaging devices" as this is where the scanner should be, click the arrow on the left to expand, is there any red or yellow marks, question or exclamation?

 

Nev.

[jggreene]

Thank you Nev, for coming back to me about this problem.

 

To answer the question as to why Microsoft provided us with help.

We fell for a scam which left the computer almost unusable.

The first person installed pack 3 and did a lot of work to bring the computer to work again.

She eventually could not re-start it.

An engineer, level 2, spent a further 4 hours with us, ticking and unticking boxes, checking files and drivers. I remember him asking about both printers.

When he thought he had got to the end, the computer would not re-start as was the case the previous day.

It is only when he added a driver particular to Compaq to stop failure at start-up that it worked.

 

All has worked well since then apart from the scanner.

 

Now for your suggestion.

I find no red or yellow marks, question or exclamation marks.

I went a little further down this avenue and find that all seems in order with regards to drivers.

 

You ask me if the other computer works and it does but only prints. Same problem as the first one it turns out.

 

 

I have gone into start>all programs and finds that that:

 

- HP Digital imaging monitor - no response at all

- HP image sone fast start - message: value cannot be null/ parameter name: path1.

 

If I click on the icons on the desktop:

- HP director - very smal window appears but does not respond to my prompt.

 

- HP memories disc creator software - error - detected an error - cannot continue

 

- Image zone - message: value cannot be null/ parameter name: path1.

 

- Hp document viewer - message: value cannot be null/ parameter name: path1.

 

- HP photo & imaging- message: value cannot be null/ parameter name: path1.

 

When I first turn the computer on I may also get this message from time to time.

 

I hope I have been clear enough and also hope you can throw some light on this problem.

Thank you in advance

Jeannine

[Plastic Nev]

OK, thanks for the other information. It looks like some part of the system may have been corrupted somewhere by whatever malware that was originally on it.

We may have to get our malware and security experts involved at some point later.

However, first let's see if we can get a clean start, as you say you have all the installation disks for both printers lets get them off completely first.

if you do not have Revo Uninstaller, please download and install the free version from here-

 

http://www.revouninstaller.com/revo_uninstaller_free_download.html

 

Make sure you download the free version, it is all we need to use.

 

Once installed and opened, find all the HP software, then select the moderate mode. The advanced mode will find other odd bits, but can sometimes mess up other parts of the system by removing shared files, so is only to be used when sure of what you are doing.

Use it to remove both printers software, though I doubt there will be much to remove for the Photo Smart as that is a printer only.

 

Once Revo has done its thing, try re installing the all in one printer scanner first and see if the scanner section works then.

 

Nev.

[jggreene]

Good morning Nev,

 

I feel we are moving forward and I thank you for your help.

 

I have now installed the revouninstaller as you suggested and I am all ready to go.

 

Unfortunately you talked about selecting the 'moderate' mode and I cannot find it.

I found a 'hunter' mode though but I dare not do anything without your approval.

 

I selected one of the HP features and a window opens with 'uninstall' and below 'remove' entries.

Assuming I go that far once I have selected the right mode, which one of those two options should I chose?

 

I look forward to hearing from you again an live in hope that all will be sorted eventually.

Jeannine

[Plastic Nev]

Hi, sorry, I should have mentioned that to select the moderate mode comes up once you have selected to uninstall an item.

 

I find the quick way is double click on the item that is shown in the list of installed programs, It then asks are you sure you want to uninstall it, click yes, the box that opens then is where you select the moderate mode, it usually is already selected by default anyway. Just click "next" after that and follow the instructions afterwards.

 

Nev.

[jggreene]

Hi Nev,

I am getting a little nervous about all this but with your guidance tried to move on.

-Regarding the HP image zone 4.7 - I got this window and did not pursue the matter as indeed I have cameras installed on the system.:

IMPORTANT: Removal of Image Zone 4.7 is NOT recommended if you are going to continue to use any of the following devices with this computer:

HP PSC & OfficeJet 4.7

LOSS OF FEATURES: Uninstall of Image Zone 4.7 will remove key features, including HP image unload from HP cameras and HP device photo slots, support for device buttons such as Scan, Email, and Instant Share, and access to project files created with Image Zone 4.7.

To remove Image Zone 4.7 click Continue.

- HP update – the following window appeared ‘Found left over registry items’ with a choice of select/deselect all/ delete items in bold before ‘next’.

I did not feel comfortable and did not do anything but here is a quick summary of the options:

Under HKey_current user

HP software update

Under HKey_local machine

HP software update

Under HKey_local machine

HP software update 2^nd time

Finally: cache (64FCOC98-B035-B15D-3D30610B6DF1)

- Photosmart 7700 - a similar to the one above: ‘ left over registry items’ with a similar choice to make.

Under HKey_local machine

HP photosmart 7700

Under Microsoft

HP photosmart 7700series_driver

Under Window NT

HP photosmart 7700 series.

A couple of other icons worked no problem.

I just hope you will make of all this without too much trouble and I look forward to hearing from you once again.

Thank you in advance

Jeannine

[Plastic Nev]

Because the ultimate aim is to eventually re-install first the HP all in one, then if that proves successful, the HP Photosmart, then please carry on, the whole point of the full uninstall is to remove any and all chances of corrupt files on the system so that the new install is a start from the beginning again.

The mention of other camera's though is OK as unless those camera's are HP ones, I see no camera software in the uninstall list you show.

 

Nev.

[jggreene]

Good morning nev,

 

i am in a bit of a hurry but I want to tell you that I went through with all your advice and..... it seems to have worked although I have not re-installed the Photosmart yet.

i am so pleased and also very grateful to you. I will make a donation later on today to the site to show my appreciation.

I will also confirm with you that the second installation has gone as smoothly as the first... I hope!

 

I am still left with the HP Memories disc on the desktop. It never disappeared through this work and still shows a window:

[jggreene]

got interrupted!!!!!!!!!!!

this window tells me that the memories disc creator software detected a problem and cannot continue. I have tow oprtions; one is to reboot and the other to check for new version of software.

Do I simply send the icon to the recycle bin?

Thank you again.

Regards

Jeannine Greene

[Plastic Nev]

Hi, if the choice of "check for new software" is a click on icon or similar, it won't hurt to see if it does lead to an update.

 

I had hoped though that bit of program, would first of all have been removed, then reinstalled with the rest of it when you reinstalled from your disks.

Does it show in the programs list as a separate item, I mean the list that Revo shows rather than the normal uninstall list. If it does, then use Revo to remove it, then reinstall from the disk, as it will be on there as a choose-able item I think, or at least hope so.

 

I used to have a HP all in one, a 1210 I think, but it died a long time ago so struggling to remember what was originally on the software disk that came with it, but do remember that there was the memories disk creator, just can't remember if it was a separate part that could be installed on its own or not.

 

If on the other hand it is something you don't use anyway, then you can delete the icon if you wish, but that is all that will be deleted.

 

Nev.

[jggreene]

All brought to a happy conclusion.

Thank you Nev.

All the best

Jeannine

[jggreene]

Good morning Nev,

I was so pleased this morning and thought the matter closed, thanked you and made a donation once the 7762 was re-installed.

A while later I tried to scan a document to my computer and although all seemed to work in the right direction, I got the following error:

An unexpected internal error has occurred.

-click OK to close program/try again

- restart program

- re start PC/try again

- re-install photo imaging software/try again.

So, using my disc I did a un and re-install of the 6200 – same error although all functions appear properly.

I thought it could be to do with the re-install of 7762 I had carried out earlier and using my disc un-installed it – it made no difference and the same error as above showed when I tried to proceed with the scan from the 6200.

Thinking that after the un install of the 7762, it may make a difference, I un and re installed 6620 once again.

Strangely enough at some stage it added a driver which has not happened ever since I worked with the 6620.

Nothing made any difference though and the same error shows.

Do you think that I have to start all over again using the revo uninstaller software you asked me to download?

I know nothing very much but I am led to believe that the second printer has messed up all that was working so well yesterday on the 6620.

May I add that the initial message which prompted me to use your website has never showed again.

I feel bad asking you to help me once more but I feel we have gone so far and perhaps we are almost there.

I look forward to hearing from you

Thank you

Jeannine

[Plastic Nev]

That is strange that the software for one printer/scanner, is messed up by the software for an ordinary printer by the same makers. Possibly not rare though as similar can happen where one program, which may be badly written, stops another from working.

 

However, if a total uninstall using Revo and then reinstall just the scanner/printer worked last time, I see no problem in trying it again, Just leave the Photosmart off this time and leave it maybe a few days, just to make sure it is that which is causing the problem and not something else.

 

 

Nev.

[Plastic Nev]

Hi, after thinking about this, there is a small possibility that the Malware Scam that Microsoft cleared, may still have something left that hasn't been fully cleared.

Considering we don't know what methods they used, I had a quick word with one of our security and malware experts.

 

What we would like to see is what is called an OTL log, this lists all the important operating system files, but also any files, or even odd part files that may just be left behind by that malware that may not have been fully cleared, it will also show us what files are there which are to do with the printer/scanner.

 

I will give you a link to download OTL, and instructions what to do with it, Starbuck or etavares can then look it over and let you know if there is anything that shouldn't be there, and help you to get rid.

 

 

• Download OTL to your desktop.
  right click on the link (the blue OTL is the link) and select 'Save Link/Target As'.
   
  if you have problems, try this download link:
  OTL
  
• Double click on the icon to run it. Make sure all other windows are closed and to let it run uninterrupted.
  
• When the window appears, underneath Output at the top change it to Minimal Output.
  
• Check the boxes beside LOP Check and Purity Check
  

.

 

.

http://img.photobucket.com/albums/v708/starbuck50/new/Otllatest.png

 

Now copy the lines in bold below.

 

DRIVES

netsvcs

msconfig

%SYSTEMDRIVE%\*.*

%systemroot%\system32\Spool\prtprocs\w32x86\*.dll

%systemroot%\*. /mp /s

%systemroot%\system32\*.dll /lockedfiles

%systemroot%\Tasks\*.job /lockedfiles

%systemroot%\system32\drivers\*.sys /lockedfiles

%systemroot%\system32\*.exe /lockedfiles

%systemroot%\System32\config\*.sav

%PROGRAMFILES%\*

%USERPROFILE%\..|smtmp;true;true;true /FP

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Win dows\WindowsUpdate\AU

hklm\software\clients\startmenuinternet|command /rs

hklm\software\clients\startmenuinternet|command /64 /rs

CREATERESTOREPOINT

 

• right click in the Custom Scans/Fixes window (under the blue bar) and choose Paste.
   
  http://img.photobucket.com/albums/v708/starbuck50/new%20forum/scan-fix.png
  .
  
• Click the Run Scan button.
   
  http://img.photobucket.com/albums/v708/starbuck50/runscan.png
  
• Do not change any settings unless otherwise told to do so. The scan wont take long.
  
• When the scan completes, it will open two notepad windows. OTL.Txt and Extras.Txt. These are saved in the same location as OTL.
  
• Please copy (Edit->Select All, Edit->Copy) the contents of these files, one at a time, and post them with your next reply.
  

Note:

Running the above script with OTL will :

turn on your system restore and set a new restore point (XP only)

set a new restore point (if system restore is turned on) Vista & Win7.

 

In your next reply, please submit:

Both reports from OTL

 

Next question.

 

Do you have Malwarebytes by any chance?

If not it will not hurt to download and install it as it is a very good program for detecting and removing the odd nasties that get past your ordinary anti-virus.

 

Download Malwarebytes from this site, click the download now button for the free and trial version, you don't need to pay for it. The trial reverts to the free version after the time period.

 

http://fileforum.betanews.com/detail/Malwarebytes-AntiMalware/1186760019/1

 

 

• Double-click on Download_mbam-setup.exe to install the application.
  
• When the installation begins, follow the prompts and do not make any changes to default settings.
  
• When installation has finished, make sure you leave both of these checked:
  
  • Update Malwarebytes' Anti-Malware
    
  • Launch Malwarebytes' Anti-Malware
    

  [*]Then click Finish.

  [*]MBAM will automatically start and you will be asked to update the program before performing a scan. If an update is found, the program will automatically update itself. Press the OK button to close that box and continue. If you encounter any problems while downloading the updates, manually download them from here and just double-click on mbam-rules.exe to install.

  [*]On the Scanner tab:

  • Make sure the "Perform Full Scan" option is selected.
    
  • Then click on the Scan button.
    

  [*]If asked to select the drives to scan, leave all the drives selected and click on the Start Scan button.

  [*]The scan will begin and "Scan in progress" will show at the top. It may take some time to complete so please be patient.

  [*]When the scan is finished, a message box will say "The scan completed successfully. Click 'Show Results' to display all objects found".

  [*]Click OK to close the message box and continue with the removal process.

  [*]Back at the main Scanner screen, click on the Show Results button to see a list of any malware that was found.

  [*]Make sure that everything is checked, and click Remove Selected.

  [*]When removal is completed, a log report will open in Notepad and you may be prompted to restart your computer. (see Note below)

  [*]The log is automatically saved and can be viewed by clicking the Logs tab in MBAM.

  [*]Copy and paste the contents of that report in your next reply and exit MBAM.

If you could do this and post the Malwarebytes log as well, it may help.

 

Nev.

[jggreene]

good afternoon Nev,

 

Thank you for your latest message.

You went through so much trouble, it seems, to put this solution together. Thank you.

HP eventually contacted me, well after we were working together, has come up with a solution which I am delighted to say worked.

I had uninstalled both printers again and re-installed the All-in-one dreading re-installing the photsmart.

Hp asked me to download:

http://goo.gl/w3viD

which I believe is updated software for the Photosmart.

This may be useful for you to know for other requests of help.

 

Thank you for all your help and patience.

Regards

Jeannine

[Plastic Nev]

Thanks for letting us know and glad that all is well in the end.

 

Nev.