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04-15-2010 05:30 AM
Vista Business SP2.
Had been working for some while. Initial problem was solution centre said No HP Devices connected when I tried to run it for a scan (scan to computer from printer didn't work either). After rebooting printer, wireless router, PC etc, no joy.
Following HP advice, decided to uninstall and reinstall software.
Installation detects the printer on the network, but during the next phase (graphic showing pc - net - router - printer), it fails, giving a big red X.
Adding printer from Control Panel - network printer - detects and identifies it correctly as C6100 series, but then, trying to get model number for correct driver, fails to do so, presenting instead, the manual - select manufacturer, select model. In that, there is no 6100 series listed under the Photosmarts.
Added it as a 6100 office jet, which works, but cuts off near the lower edge (which it did not do when it still thought it was a 6100 AIO - the old deskjet 0.7" margin?). Deleted and added as a 7200 series Photosmart - that works as a printer and doesn't cut off the lower margin.
I can see the device on the router, Control Panel Add Printer recognises it as a printer, C6100 series, but fails when getting the model number. I can log into the web interface and do a scan.
I have semi-full reset the printer (switch on holding # & 6), done a factory default reset (from front panel). I have tried with the latest dowload of the s/w, and with the original version I d/l when I transferred the printer to a Vista machine (my original CD was up to XP only). Everything seems to work except for some level of communication. It's almost as though the machine is saying "I am a C6180" and the s/w (both HP and MS) saying "I don't know what that is"
05-06-2010 10:03 AM
I've been having a similar problem trying to install a Photosmart Premium. Many uninstalls/ reinstalls, cleaning up registry - nothing has worked, yet. A couple of suggestions. The HP install creates logs as it goes through the install process. This is saved in a temp folder. I kept track of the time when that big red "X" appeared. I then selected the log files closest to that time, opened them and it showed me exactly when the error happened and what the error code was. I sent the error code to HP support and they emailed a solution to me. Apparently, HP has documents on this site that address those error codes. Or, at least you can contact HP support with that code. I
I have noticed that the HP install program leaves behind a lot of files in temporary folders. If you know how to run programs in Vista (in XP its click on "Start" then select "Run") then type in %temp%. A list of all the temp folders will appear. Then you can select which to delete - most likely you can delete them all (there's a document on this webiste about this). That way, files from previous installs are removed which may cause an issue.