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HP Solution Center

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Post time: 2013-4-9 13:09:09 |Show all posts
I just installed from the HP website the installation and drivers for my HP Officejet 4500 Wireless and it seemed to go good. I can print from my emails and even printed a "test" page. So everything seems to be OK. But when I go to use The HP Solution Center to scan/copy/fax etc it tells me The HP Solution Center cannot run because your device installation is not complete. It goes on to say, Please plug in the USB cable  or rerun the setup program from the installation CD for a network installation. [I don't have the installation CD, lost it.] It goes on to say, If this does not complete the installation or you do not have the CD,access the  HP help files by clicking the start menue. What gives. I can print wireless so I know the installation completed, but the solution center thinks otherwise. HELP!

Post time: 2013-4-22 16:12:58 |Show all posts
I have an HP folder but, alas, there is no Scan Utility. Thanks for the suggestion, though!

Post time: 2013-4-22 14:19:20 |Show all posts
Hi Linda From your start Menu do you have a HP Folder? I have issues with the Solution Center but If I go the HP Folder from start menu there is a HP Scan Utility which still allows me to scan

Post time: 2013-4-22 12:56:48 |Show all posts
I ended up trying my own hybrid solution:

1. From Printers & Devices, remove the printers. From Computer (within Printers & Devices), uninstall all printer drivers.
2. Download & run the HP uninstall tool (plain version, not the L4 version).
3. Go to %temp% and delete everything in it.
4. Reinstall Adobe Acrobat flash drive.
5. Reinstall the printer.

The install hung on "Waiting for SLP reply from..." which is exactly the same issue I had with my first query on this thread. When I rebooted, HP did a partial fix: I can now print from my laptop, but the HP Solution Center still is not running (again, exactly the same issue I had with my first query on this thread) and so I cannot scan.

So I am back to square one: At least I can print now, but the installation hangs and I cannot scan.

Post time: 2013-4-22 11:56:39 |Show all posts
Hi Linda015,

Doing a system recovery that Samsung is suggesting will put your computer back the way it was when you first purchased it. If you have data and other programs that have been installed they will no longer be there after the recovery. I always recommend that you backup your data before running a system recovery so that you do not loose your data files. The reason you are getting the welcome back screen is because there is still HP software installed on your computer. The uninstall_L4 does not affect any software installed on your computer except for the printer software used to operate the printer. You can see from the other customers on this thread they did the same scrub to reinstall their printer.

Download and run the following file at the link below, and then reboot your computer before attempting to reinstall the printer.

HP Officejet Software and Driver Removal Utility
                       
                       
                               
        I am an HP employee.
*Say thanks by clicking the "Kudos! Star" which is on the left*
*Make it easier for other people to find solutions, by marking my answer with "Accept as Solution" if it solves your issue.*

Post time: 2013-4-22 10:25:06 |Show all posts
Please understand that if we can resolve this, I will be happy to post a retraction of my previous post.

I did not get a ticket number when I spoke by phone with two HP Tech Support people online. I began the call by reviewing the steps I'd already taken (per your earlier posts). I spoke to two different people. They said HP support employees are not allowed to use the L4 uninstall. They also said that they do not recommend using these boards for advice, and that people on these boards misrepresent themselves as HP employees.

They further explained that the L4 uninstall removes some 3rd party essential programs, including Microsoft Visual C++, .net framework, Microsoft installers, Flash players, and MS core services or MS XML. (I asked them to literally spell all this out for me.) They said I should contact my laptop manufacturer for help restoring these.

I then contacted my laptop manufacturer (Samsung), who said I should do a basic restore by pressing F4 when I boot the laptop.

I followed the steps you list here earlier today (see our earlier posts), and when the extraction completed no installation window popped up. The Welcome Back window popped up instead.

I have not yet done the basic restore that Samsung advises. Please give me your reactions to all of this so I can decide what to do next.

Post time: 2013-4-22 09:24:00 |Show all posts
Hi Linda015,

I want to assure you that I am in deed a HP employee for 5 plus years, and that i am a Level 4 Technical support rep IV. Reason I had you call support was they have the ability to log into your computer to see what is causing the printer not to be installed.

What we need to do at this point is start from scratch. I would like you to open up your %temp% folder, and then delete all the files you have in there except for the files that may be in use by the operating system. Note: %temp% folder is a temporary storage location for programs that have to extract their software before installing. After you have cleared this temporary folder i would like you to download, and extract the following full feature software from the link below.

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-80348-1&cc=us&dlc=en&lc=en&...

After you have it downloaded you will need to double click on the file to extract the software. When the extraction has finished you should get a popup window to install the printer. I need you to close this windows, and then type the %temp% in the search programs and files again, and then hit enter to open the folder location. You will see a file starting with 7z???? you will need to open this file, and then open the Utils folder and CCC folder. Inside the CCC folder you will find the Uninstall_L4.bat which you will need to double click on to run. Follow the on screen instructions to uninstall this printer from your computer. After the uninstall has finished reboot your computer, and then reopen the %temp% folder. Open the 7z???? folder, and then run the setup.exe to reinstall your printer. Let me know what you find out?



                       
                       
                               
        I am an HP employee.
*Say thanks by clicking the "Kudos! Star" which is on the left*
*Make it easier for other people to find solutions, by marking my answer with "Accept as Solution" if it solves your issue.*

Post time: 2013-4-22 07:43:53 |Show all posts
I called HP Tech Support at the number you provided. They said that you are NOT an HP employee, only posing as one, and that HP employees are not allowed to use the L4 uninstall program. They said further that, when I ran the L4 program, I removed essential Microsoft programs that they cannot help me reinstall.

HP Tech Support also said that it does not recommend using these boards. I pointed out that these boards are sponsored by HP and hosted on its web site, and I expect HP to stand by its products and its website.

Needless to say, I will not be buying any more HP products.

Post time: 2013-4-22 06:12:44 |Show all posts
Hi Linda015,

Sounds like you may have some conflict in the operating system. Please call our technical support at 800-474-6836. With your approval the support agent can log into your computer to see why you are unable to get this printer installed. If you live outside the US/Canada Region please click the link below to get the support number for your region.
http://www.hp.com/cgi-bin/hpsupport/index.pl
                       
                       
                               
        I am an HP employee.
*Say thanks by clicking the "Kudos! Star" which is on the left*
*Make it easier for other people to find solutions, by marking my answer with "Accept as Solution" if it solves your issue.*

Post time: 2013-4-22 04:13:04 |Show all posts
This did not work. When I got to #3 in Step 2, the installation window never appeared. After the files extracted, the Welcome Back window opened.

#4: There is no folder starting with 7z. The only folder is titled HP. The only other file begins with ~DFCCD

Post time: 2013-4-22 02:30:25 |Show all posts
Hi Linda015,

Follow the steps below, and let me know what happens?

Step one: Clear temp directory
[ol]Type %temp% in the run or search for programs and files fieldHighlight all the files in this folder, and then press the delete key to delete. If you get a message that the file is in use you will need to skip this file(s).Continue with Step 2 below[/ol]Step two: Downloaded and extracted to your system:
1. Download the full feature software and drivers
http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-80348-1&cc=us&dlc=en&lc=en&...
2. Once the download is finished double click on the file to extract the software.
3. When the installation window opens press the cancel button to stop the installation
4. Type %temp% in the run or search for programs and files field
5. Look for, and open the folder starting with 7z (Example: 7zS2356)
6. Right click on the folder, and select Copy
7. Close that window, and all your open windows, and then in the middle of the desktop right click your mouse, and select Paste. This will move the 7z folder to your desktop.
8. Open the 7z folder you just copied to your desktop
9. Open folder Util
10. Open folder CCC
11. Run the L4uninstall.exe
12. When the uninstall has completed restart the computer
13. Run Disk cleanup from Accessories\ System Tools folder under all programs
14. Download and install the latest version of Adobe flash player
http://www.adobe.com/support/flashplayer/downloads.html
15. Open the 7z folder, and then double click on the Setup.exe file which will be toward the bottom of the open window. Follow the on screen instructions to reinstall your printer.
Let me know if you are able to successfully install the software and driver, and are able to print & scan?

                       
                       
                               
        I am an HP employee.
*Say thanks by clicking the "Kudos! Star" which is on the left*
*Make it easier for other people to find solutions, by marking my answer with "Accept as Solution" if it solves your issue.*

Post time: 2013-4-22 00:35:13 |Show all posts
This did not work.

In Step #2, there was no folder starting with 7z. There was an HP folder, and in it I found a util folder, then a ccc folder, then an uninstall_L4 file, which I clicked on and ran.

Then the reinstallation hung on the "Waiting for SLP reply" step.

I rebooted and got a message that the installation was not successful.

A file titled HP Installation Error - Windows 7 was placed on my desktop. I went through the steps.

When I then tried to open the HP Solution Center, I got a message that This program might not have installed correctly. I chose the option to Reinstall using correct settings.

When I next tried to open the HP Solution Center, I got the message I've gotten repeatedly over the last few weeks that HP Solution Center cannot run because your device installation is incomplete.

When I try to print a document, the printer shows as offline, even though it is online and documents can be printed from my husband's laptop.

Also, my computer shows 2 printers installed. One says Officejet 4500 G510n-z (that is checked as the default). The other says HP3AB4B9 (HP Officejet 4500 G510n-z).

I have lost about 2 hours of worktime today going through the above steps, in addition to prior lost time over the last few weeks doing pretty much the same thing. Please provide a lasting solution.

Post time: 2013-4-21 23:18:24 |Show all posts
Hi shakows,

Follow the steps below

1. Go to Control Panel
2. Click on Default Programs
3. Select “Associate a file type or Protocol with program”
4. Search for “.hta file” type from the list  (refer image below)






5. Double click on “.hta file” type
6. In the open with window, under recommended program section select “Microsoft (R) HTML application host" and click ok . (Refer image below)





Advance step: If you are unable to find "Microsoft (R) HTML application host" in the open with window click on browse -> go to c:\windows\system32\ and select “mshta.exe”  and click open and then click ok

Try Opening HP Printer Assistant and check
                       
                       
                               
        I am an HP employee.
*Say thanks by clicking the "Kudos! Star" which is on the left*
*Make it easier for other people to find solutions, by marking my answer with "Accept as Solution" if it solves your issue.*

Post time: 2013-4-21 22:09:25 |Show all posts
Hi shakows,

Ok, thank you for the update. I will be discussing this in a meeting today. Please be patient while I attempt to figure out what might be causing this issue. I am with you till we get this resolved.

Do you have any other printers still installed on these systems?

If so, what model of printers are they?

To run the product update you can open Internet Explorer, and then type the printers IP address in the address bar to access the EWS, and then click on the Web Services tab. Once you are on the Web Services tab you can then select Product update.


                       
                       
                               
        I am an HP employee.
*Say thanks by clicking the "Kudos! Star" which is on the left*
*Make it easier for other people to find solutions, by marking my answer with "Accept as Solution" if it solves your issue.*

Post time: 2013-4-21 20:28:45 |Show all posts
Hi

I have Windows 7 64  on both computers

Using AVAST on both affected computers

1 of the computers has the full Adobe Acrobat other computer just has reader

Post time: 2013-4-21 18:39:22 |Show all posts
Hi Linda015,

Follow the steps in Message 6, and let me know if you still have issues?
                       
                       
                               
        I am an HP employee.
*Say thanks by clicking the "Kudos! Star" which is on the left*
*Make it easier for other people to find solutions, by marking my answer with "Accept as Solution" if it solves your issue.*

Post time: 2013-4-21 16:55:19 |Show all posts
I posted a problem about 10-12 days ago which self-resolved when I rebooted my laptop, but now the problem has again recurred.

1. My laptop says that my printer is "offline," so I cannot print or scan from my laptop. My laptop's wifi is working, and my husband's laptop (on the same network) prints documents fine, so I know that both my laptop and printer are online.
2. The printer is an Officejet 4500 G510n-z.
3. My OS is Windows 7 64-bit.
4. My connection is wireless.
5. I am getting two messages. First, when I try to print, the printer shows as "offline." Second, I downloaded the drivers, upon rebooting the laptop says that the driver did not install correctly.
6. I have made no changes to the laptop, the printer, or our wifi setup since this problem was last resolved 10 days ago.

I am self-employed and depend on this printer for my business. I cannot have an unreliable printer. If this cannot be resolved, I have no choice but to throw out this printer (less than a year old) and move to a different, more reliable brand. Please help.

Post time: 2013-4-21 15:04:25 |Show all posts
Hi shakows,

We are investigating the issue. Please be patient while we work on this issue.

Are you running 32-bit or 64-bit on Windows 7?

What firewall or internet security software are you using?

Do you have any Adobe programs, and if so, what ones do you have?
                       
                       
                               
        I am an HP employee.
*Say thanks by clicking the "Kudos! Star" which is on the left*
*Make it easier for other people to find solutions, by marking my answer with "Accept as Solution" if it solves your issue.*

Post time: 2013-4-21 14:01:26 |Show all posts
I can still print and I can scan via the HP Scan

Post time: 2013-4-21 12:11:33 |Show all posts
Hi shakows,

We are investigating the issue. Please be patient while we work on this issue. Can you still print and scan?
                       
                       
                               
        I am an HP employee.
*Say thanks by clicking the "Kudos! Star" which is on the left*
*Make it easier for other people to find solutions, by marking my answer with "Accept as Solution" if it solves your issue.*
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