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    USB Printer Installation Troubleshooting Windows Vista

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    • Windows Vista

      IMPORTANT: You must follow these solutions in the order presented to resolve the issue.

      Solution one: Clear your computer and reinstall the HP software

      Often, it helps to install Windows update, reboot your computer, and try installing the HP software again. Follow these steps.

      Step one: Clear your computer and run Windows Update

      1. Make sure that you have let the setup program complete by clicking Continue in the setup screens (if you don't see any HP software setup screens, then it's already done).

      2. Unplug the USB cable from the product.

      3. Reboot your computer.

      4. Run Windows Update:

        1. Click the Windows icon (Windows_icn), and then click Control Panel.

        2.  In the Security area, click Check for updates.

        3. On the Windows Update screen, click Check for updates.

        4. Accept all updates, or at least critical updates.

      5. Reboot your computer. (You might be prompted to do this.)

      Step two: Reinstall the HP software

      Use one of the following methods to reinstall the HP software.

      Method one: Download and install the software from the HP Web site.

      1. Disconnect the USB cable from both the product and the computer (if you already connected it).

      2. Turn the product on.

      3. Right-click this link: Get Software and Drivers, and then click Open in new window.

      4. Type your product number, and then click Next. You might also need to click your model in a list of similar products.

      5. Click Software & Driver Downloads.

      6. Select your operating system, and then click Next.

      7. Click the Plus sign (EC_PlusSign_icn) next to Driver, and then click the driver that you want to download.

      8. Read through the minimum system requirements and additional instructions. You can also click View directions (HPCC_QuestionMark_icn) for complete download instructions.
      9. This option allows you to install the software at any time after the download completes.

      10. Click Save, and then browse to the location on your computer where you want to save the file.

      11. Click Save. The software downloads to your computer.

      Hint: Make a note of the place that you saved the file, in case you want to install it at a later time.

      Method two: Use the software CD

      Follow these steps to install the software with the product CD.

      1. Load the CD into the CD drive, and then close the drive. If the CD is already in the CD drive, open and then close the CD drive. The software installer starts automatically. 
        If the install Wizard does not start automatically, click the Windows icon (Windows_icn), click My Computer, and then double-click the CD drive.

      2. Follow the on-screen instructions to install the software.

      IMPORTANT:The installer might ask if you want to check online for the latest installation updates for your product. For the best installation results, HP recommends that you click “Yes” to let the installer check for updates and download them for you.

      • If these steps resolved the issue, you do not need to continue troubleshooting.

      • If the issue persists, continue to the next solution.  

      Solution two: Disable startup software and reinstall the HP software

      If you were unable to successfully install your HP product, you might need to disable startup software temporarily. Windows allows many programs and processes to run immediately upon startup. These programs might be preventing you from installing the HP Software.

      These directions explain how to disable these programs and processes temporarily while installing the HP product, and then how to re-enable the startup software again.

      Step one: Disable startup software

      1. Click the Windows icon (Windows_icn).

      2. Type msconfig in the Start search box, and then press Enter. TheMSconfig window opens. If the User Account Control window opens with the message, Windows needs your permission to continue, click Continue to close the window.

        • If Normal Startup is currently selected, follow these steps:

          1. Select Selective Startup, and then clear the Load Startup Items check box.

          2. Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.

          3. Click Disable All.

        • If Selective Startup is currently selected, follow these steps:

          1. Click the Startup tab.

          2. Make a list of the items that are selected. You will need this list to reset your computer startup items later.

          3. Click the General tab.

          4. Clear the Load StartupItems check box.

          5. Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.

          6. Make a list of the items that are selected. You will need this list to rest your computer startup items later.

          7. Click Disable All.

      3. Click Apply.

      4. Click OK. A new window displays. Click Restart to continue.

      5. Upon restarting your computer, the System Configuration Utility window displays. Select the Don't show this message... check box, and then clickOK.

      Step two: Reinstall the HP software

      Use one of the following methods to reinstall the HP software.

      Method one: Download and install the software from the HP Web site.

      1. Disconnect the USB cable from both the product and the computer (if you already connected it).

      2. Turn the product on.

      3. Right-click this link: Get Software and Drivers, and then click Open in new window.

      4. Type your product number, and then click Next. You might also need to click your model in a list of similar products.

      5. Click Software & Driver Downloads.

      6. Select your operating system, and then click Next.

      7. Click the Plus sign (EC_PlusSign_icn) next to Driver, and then click the driver that you want to download.

      8. Read through the minimum system requirements and additional instructions. You can also click View directions (HPCC_QuestionMark_icn) for complete download instructions.

      9. This option allows you to install the software at any time after the download completes.

      10. Click Save, and then browse to the location on your computer where you want to save the file.

      11. Click Save. The software downloads to your computer.

      Hint: Make a note of the place that you saved the file, in case you want to install it at a later time.

      Method two: Use the software CD

      Follow these steps to install the software with the product CD.

      1. Load the CD into the CD drive, and then close the drive. If the CD is already in the CD drive, open and then close the CD drive. The software installer starts automatically. 
        If the install Wizard does not start automatically, click the Windows icon (Windows_icn), click My Computer, and then double-click the CD drive.

      2. Follow the on-screen instructions to install the software.

      IMPORTANT:The installer might ask if you want to check online for the latest installation updates for your product. For the best installation results, HP recommends that you click “Yes” to let the installer check for updates and download them for you.

      Step three: Enable startup software

      IMPORTANT: Follow these steps to re-enable your startup software. If you skip this step, your computer might not function the way that you expect.

      1. Click the Windows icon (Windows_icn).

      2. Type msconfig in the Start search box, and then press Enter. TheMSConfig window opens.

        • If you followed the instructions to disable a Normal Startupconfiguration (or if you want to return to that configuration), selectNormal Startup.

        • If you want to customize the programs that run at startup, follow these instructions for a Selective Startup:

          1. Click the Startup tab.

          2. Select every item that is on your list of selected items for theStartup tab.

          3. Click the Services tab.

          4. Select the Hide All Microsoft Services check box at the bottom of the screen.

          5. Select every item that is on your list of selected items for theServices tab.

      3.  Click Apply.

      4. Click OK. a new window displays.

      5. Click Restart to continue.

      • If these steps resolved the issue, you do not need to continue troubleshooting.
      • If the issue persists, select the outcome from the following options for more information.

      The HP printer installation was successful, but the printer does not work.

      If the printer installed successfully, but the printer isn't working as expected, we have a solution for you.

      HP has designed automated utilities (tools) to diagnose and resolve common printing, network, and scanning issues. Select from the following options to download and run the utility for your printer problem.


      PDU_icn

      HP Print Diagnostic Utility. HP recommends that you download and install the Print Diagnostic Utility any time you need to troubleshoot a printing problem.

      Download the Print Diagnostic Utility


      SDU_icn

      HP Scan Diagnostic Utility. HP recommends that you download and install the Scan Diagnostic Utility any time you need to troubleshoot a scanning problem.

      Download the Scan Diagnostic Utility


      HDU_icn

      HP Hardware Diagnostic Utility. Hardware problems can prevent printing, scanning, or copying. HP recommends that you download and install the Hardware Diagnostic Utility any time you need to troubleshoot a hardware problem.

      Download the Hardware Diagnostic Utility


      The HP printer installation was not successful.

      If the HP printer installation was not successful even after performing the previous steps, go to HP Customer Care for more information.


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    • View Answer at http://www8.hp.com/uk/en/support-topics/printer-installation/printerusbtroubleshooting.html
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