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

[FrustratedbyHP2]

Thunk, thunk, thunk, thunk, thunk, thunk ... repeat ad nauseam [sorry - that''s the current sound of my skull/brick wall interface].

It saddens me to report I was right. HP hassle you after just a day or so but in the reverse direction, it's weeks. After the last post, it took another email asking for them to look at the previous email and I actually had a phone call from them yesterday and today. At last. Hooray. But the person who rang had clearly not looked at the case at all and could only offer to be transferred to the technical support department when I was in front of the printer. I said that's where this all started after a full chat support incident with HP LAST SEPTEMBER (aaargh). I asked if anyone at HP had actually looked at the HP error logs and she couldn't answer.

She said they could only help if I was at the printer. I explained (for the nth time) that this printer is at home and so I could only be with it evenings and weekends. She was unable to help.

So message 1, don't buy any HP printer for use at home.

Question 1: does anyone know how I can get anyone at HP who knows what their error codes are to look at the error logs created by HP software to troubleshoot HP failed installation without having to take yet another day off work (where do I send the invoice for that?) to go through the same procedure I have now done maybe 10 or 15 times over 3 coming up 4 months?

Question 2: does anyone know how I can get anyone at HP to explain why their software installation is installing 32 bit registry keys (which Windows 7 says are invalid) in a 64 bit PC?

Back to the interface: thunk ... thunk ... thunk ... thunk ... thunk ... thunk ...

Yours ever, Sisyphus (look it up)

[FrustratedbyHP2]

There are many things that baffle me about HP and their tech support. Here are two of them:

1) Why are they surprised that a printer they sell for use at home is at home and can't therefore, be accessed when the owner is at work? OK, I understand that you have working hours but then so do most of your customers - how do you expect us to get support?

2) This implies that HP ONLY has tech support that works UK hours and that, my dears, is something you cannot seriously expect us to believe. I believe you're actually an American company so I'm quite happy to get support during American hours...

[FrustratedbyHP2]

I've tried attacking this from a different direction. Given the printer itself is installed (and always has been), it is obvious it's the HP Solution Center itself that is the problem, Obvious to anyone except HP Tech Support, anyway. So I tried googling various combinations of HP Solution Center and Windows 7 Professional or 64 bit. There are loads of links to people with similar problems and also several refs on Microsoft Support. HP had ot release an update for those whose printers stopped working after a Vista > 7 update. Sadly none of these refer exactly to this case (i.e. Support Centre NEVER working on Win 7 Pro 64 bit) but it's clear this is a known issue. My findings of the INVALID DWORD keys put there by the HP installation software would back this up.

Shame HP Tech Support don't know it.

Has anyone ever got HP Solution Centre working on a fresh build of Win 7 Pro 64 bit?

[FrustratedbyHP2]

I managed to sneak off work early and call HP. It took 10 minutes to get through to the right department who kept me hangin on for a further 5 minutes before saying they were having problems with their phone systems and could they call me back. Sheesh. At least they did call me back and eventually spoke to Peter. I had to describe the problem all over again and give the error numbers which I'd already supplied before since September and he said he would send me an email with instructions. That did arrive but that was just a repeat of the diagnostics I did in November.

Good grief. Still, I've done all that and lets see what happens.

1) There was nothing he asked me that I needed to be at home next to the printer for so why did HP insist they wouldn't talk to me unless I was I was at home next to the printer? Great way to waste your customers' time to no effect, thanks.

2) The error messages in the logfile point to the registry key error like they have done consistently since September. Will HP actually look at them this time? Let's hope so.

3) The first half of the diag I already did for them last November and have still not had any response to. Will they look at it this time? Let's hope so.

I'll keep you posted.

[FrustratedbyHP2]

Thanks. Do you know if this will remove the invalid registry keys and allow a good 64 bit install for sure? It looks like a long process and I don't want to spend another several hours on a "try this" no matter how well intentioned. It it will work, no problem, happy to do it.

Regards, Mike

[pcwizard]

Hi FrustratedbyHP2,

I created this clean up document for a scan issue on another post where they were not getting a good solid install. This document should remove all the HP software on the system, and allow you to reinstall the printer completely. A couple users on the other post had to run the steps a second time, but were successful with getting version 13 installed and working 100%. Feel free to review the other thread where this document was used.

http://www.4shared.com/folder/NsDAU6RP/_online.html

http://h30434.www3.hp.com/t5/Scanning-Faxing-and-Copying/HP-6500-Wireless-does-not-scan/m-p/1230219#...

[FrustratedbyHP2]

Nope. Followed your doc slavishly. Does exactly the same thing it ALWAY does. The same thing I have reported to HP every time but they just don't want to look at their own error logs produced by their own software. If they are not going to look at them, why have they gone to the trouble of making their software produce them?

It goes - as it always does - all the way through the install process, detects the printer, installs all the software, prints the wireless test report etc etc etc. Then gets right to the very last bit of HP SOlution Centre configuring product, waits for 10 miniutes and then fails and uninstalls itself.

Error situation code 33011815

The follwing lines were retrieved from the installation erros logs:

CHPSUDialog blah blah

Error opening key HKLM\SOFTWARE\Hewlett-Packard\Install\ blah blah error=2

Timed out waiting for product finish event

Every bloody time it does this and I don't know why HP don't give a monkeys or read what I tell them.

As always, I can actually print to the printer. Not just from the PC on which HP SOlution Centre has failed yet again to detect the printer to which I can print and which shows up in Devices and Printers, but from both other PCs on the same network.

So clearly it is something odd with HP SOlutions Centre. I told them this time without number and yet they keep inflicting reinstall the printer on me. I should learn, really. That's another 2 hours of my life wasted. Thanks.

Does anyone know what I have to do to get someone from HP to reas their own error logs? Or is this one of life's impossibilities?

Alternatively, where is the warranty claim - I've had enough....

[pcwizard]

Hi FrustratedbyHP2,

I created this clean up document for a scan issue on another post where they were not getting a good solid install. This document should remove all the HP software on the system, and allow you to reinstall the printer completely.A couple users on the other post had to run the steps a second time, but were successful with getting version 13 installed and working 100%. Feel free to review the other thread where this document was used.

[eekme32]

Just because you work for HP and it worked for other people, it does not mean it wil work for everyone. What you fail to see is that the paticular version of the software is no good! Plain and simple someone needs to take  the time and effort (HP software Tech's) and fix the problem that we are all having. If your tutorial helped everyone in a different form them maybe they were all having the same problem.. But  that does not mean it will fix the problem in this forum that is why we are still waiting for a fix (different forum different problem). If you do work for HP how about you speak to the software manager and explain to them what FrustratedbyHP2 has to say, he has discovered many flaws, it sounds to me that he knows what he is t...

[pcwizard]

Hi eekme32,

I understand your frustrations, and I am attempting to help resolve the issue. I would suggest following the document provided in my earlier post, and then download and update your Adobe Flash player before reinstalling the printer. I have also provided you a link to download version 13 Full Feature software and driver to reinstall the printer with. Let me know if you are willing to try the steps I have provided which should resolve the issue.

Adobe update:

http://www.adobe.com/support/flashplayer/downloads.html

OJ6500 Full Feature software & Driver (Version 13)

http://www.4shared.com/folder/NsDAU6RP/_online.html