runtime error when trying to scan

A friend with a laptop has hooked up a wireless Lexmark printer/fax/scanner. The printer works fine. When they try to use the scanner it gives them a runtime error that tells them to contact Lexmark. They did that and Lexmark told them it was a "framework" problem in the laptop--something had been deleted or was corrupted--they weren't more specific, or my friend couldn't remember exactly what they said (??!!). My advise was to reload XP and try again, but they don't have the original XP disk. They do, however, have the set of recovery disks that they made when the first bought the computer. I told them to run those. Anyway, I'm not sure why all these people call me all the time, I'm not a computer expert. Maybe it's because I know enough to get on this website and ask questions. Anybody tell me what a "framework" error is and how to get around it and back to full function for these folks?
Thanks.
Keith