HP Solution Center won't install for 6500 E709n under WIndows 7 Pro 64bit [ Edited ]

[FrustratedbyHP2]

HP Officejet 6500 E709n

WIndows 7 Pro 64bit

Fatal Error During Installation

New install on new Windows 7 Professional PC

5 nights spread over 2 weeks. This is dreadully bad software. It reaches the end of the process, waits for 20 minutes and then says Fatal Error During Installation, and gathers error logs, uninstalls, forces a reboot, and puts some inane nonsens troubleshooter on the desktop.

I've used the latest 350MB download from the website, the original Windows 7 install CD, tried by wifi and by USB, turned off firewall, antivirus, deleted every reference to HP from the registry (Hewlett, Packard, OfficeJet, E709n) and boy that was a boring evening, and still the {Content Removed: Language Filter Evasion}
 thing fails at the same point - right at the last point in the process AFTER it has installed the printer and all the software. The whole process takes so long I can only spare the time to do one painful go-round each evening and it's been FIVE bloody times so far.

Why doesn't HP test it's software and why doesn't it work with WIn 7. Oh and yes, I am logged on as admin and yes I run the install as administrator. I have screen grabs of the fails and the error logs but there appears to be no way to post them and no way to email them to HP support. {Content Removed: Language Filter Evasion}

[FrustratedbyHP2]

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Does anyone know how to fix HP Solution Center which refuses to install under Windows 7 Pro? It (I just uninstalled everything, re-cleaned registry yadayada and reinstalled for the 7th time only for it to fail at the same time yet again.) I can actually use the printer as it is installed. But HP Solution Center keeps telling me it isn't and then uninstalls again.

How ironic is it that I actually wanted to use it to buy some more ink? But now I am being fobbed off by HP just because I want their product to work so I can buy more of their product? If this is not resolved within a couple of days, how does HP expect me to react: it's a prima facie case of warranty fault and product not fit for use.

[FrustratedbyHP2]

Believe it or not, this is STILL going on. HP support by email is just (effectively) please reinstall again with latest drivers. And that simply doesn't work. It didn't work the first time, and not now after the nth. Tried the original CD version 13 and the 332MB version 14. Sent over 70 screen grabs and they all show the exact same behaviour. Gets all the way to the end (and boy is that boring. Bad enough the first time but now it makes my eyes bleed to sit through another wasted hour) and then fails during the configure process AFTER it reports the printer has been installed successfully.

Their latest wheeze was to add "Everyone" permissions to the registry and allow them Full Control (not very security minded). Why they suggested that, no idea, it seemd like a "we can't be bothered to do proper support, just try this".

But in doing that, I noticed their software has put a whole load of invalid entries in the HKLM\SOFTWARE\Hewlett-Packard\Installed Products folder and it is these entries which are referenced by their error logs. If i can notice that, why can't they? They are being paid to do this.

I've just done another response with 32 screen grabs showing what happens step-by-step including their own error logs and I wait in hope they will actually look at them and respond helpfully and accurately. GIven previous experience, this is not exactly usual, but there is always hope....

[eekme32]

I have been dealing with the same issue for about 2 months now... And NO CIGAR!

I found this PDF online that gave the following instruction. I went into the msconfig and Disabled all the startups and Non Microsoft services, turned off the firewall, did a disk cleanup and a registry cleaning tried to install and it still hangs at the end and says" Fatal Error...

Does anyone have any other suggestions? I believe that the "0J6500e709_Full14.exe 332.49mb file is no good" and needs to be replaced and fixed..!

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if anyone finds a solution to this let me know.! THANKS

[FrustratedbyHP2]

Hi eekme32. FYI the exact same problem (install all the way to the end then hang, wait 10 mins and auto uninstall) happened with the version 13 s/w that came on the CD marked "Windows 7" with the printer. So it's both 13 and 14 this happpens with.

If yours is the same as mine, look in the error situation code report, it will say it had an error opening key HKLM\SOFTWARE\Hewlett-Packard\Install\(lots of letters/numbers).

Then look in the Installed Products registry for the same (lots of letters/numbers) and it will say REG_DWORD (invalid DWORD (32-bit) value.

So if you believe the HP error logs, that says it has an error in opening a key and then if you believe the registry it says that HP has installed an invalid DWORD value, perhaps that is the cause of the issue. It's a shame HP don't themselves believe their own error reports.

I pointed this out to them (with 32 consecutive screen grabs and a full explanation) on the 6th November. It took them until the 15th to come back with "please create a new user account and try again" (why? why on earth would creating a new user account solve HP software installing the wrong registry keys? sheesh). SO I did that and, guess what, it didn't work. That was on the 24th. Still waiting for any response to the email with screen grabs I sent on the 24th.

What is most frustrating about this is that the HP install routine says it sends error logs back to HP and that, if my supposition about the registry is a clue to the issue, they had this every time from the 15th of September (must be 12 or 15 times trying the install now) and yet they have never, ever looked at their own logs. Just tried the "have you tried reinstalling..." idiot's guide. Why won't they look at their own error log reporting?

[Scete]

HP Allin one Photosmart B110 series
Windows 7 Home Premium 64 bit 

I have exactly the same problem with a HP B110a printer. I have tried the various fixes  and spent more time than I should have without much success. i consider myself fairly expert at problem solving!!!

I have now dug out an old Epson scanner, for scanning and just use my rather useless HP for printing. Guess I wont be purchasing anothe HP printer as it appears lots of folk are having tha same problem with no help from HP.

Ken

[FrustratedbyHP2]

Ken, does the registry key for Installed Products in the HP folder also have the comment about an invalid 32 bit DWORD?

It would seem that the three of us here all have Windows 7 64 bit and if that is a common factor, it looks like HP Installer doing something dumb in the registry.

[Scete]

Yes it does have loads of these refs.

It does appear that hundreds of people are having the same problem with a number of different HP printers.

I have tried some of the methods suggested on various sites, but my life is too short to keep trying various exotic fixes.

Ken

[eekme32]

I feel the same way about this Ken...Unfortunately for me this is an concern I am having with a clients computer not, mine..!

I will mention a new discovery. I did manage to install on an hp laptop the client has, but the trouble I am having is with a Dell desktop computer..? Both are 64 bit systems of Windows 7.  Honestly this whole situation is really troubling for me as a Tech. I understand that the programming is wrong in the suite but, the client knows no better and probably thinks I am incompetent. O well what to do...

[FrustratedbyHP2]

Don't want to make assumptions based on a sample of two but the HP suite v13 that came with the printer installed OK on my previous Dell XPS M1330 Windows Vista Pro but not on my new Dell Vostro running Windows 7 Professional. Neither did the v14 that HP told me to try.

Oddly, they are very quick to hassle customers after they have sent a fix: have you tried it yet, have you resolved the problem, have a nice day and they phone to follow up constatntly. But after you report back that their fix didn't work, they go quiet. I spend hours trying their last guesswork fix, took screenshots and error logs and asked them to actually look at them. That was 3 weeks ago 24 Nov and not a peep out of them since. Except this morning, a Customer Support Forum Survey arrived and I will have great pleasure in filling that in.

Good Luck, All