I have an Officejet 6500 E709n fatal error on configuring product during installation

[gfr_arghhh]

I ran a level 4 uninstall between the 1st and 2nd tries yesterday (since some other posts indicated that it was more " thorough" than level 3. Flash player was dated to the latest version on April 3rd. Given the above, I've done what you're suggesting already...without a successful outcome... I can send screen shots and a log file was sent to HP ( I only have the file name, since the file itself is deleted once sent...). What's next?

[pcwizard]

Hi gfr_arghhh,

Check out post Message 87 of 262 on the following link. Let me know if you are successfully able to get the printer installed?

http://h30434.www3.hp.com/t5/Scanning-Faxing-and-Copying/HP-6500-Wireless-does-not-scan/m-p/1220683#...

[gfr_arghhh]

Sorry....I'm not following. Message 87 of 262 is the same message that you referred to in an earlier post, if Im not mistaken. The document "Steps to remove the HP software - Non HP computers.doc". Is the document I used to clean up between my my two install attempts yesterday. The net result was as posted earlier - error 1606 etc etc. Assuming that the log file generated by the uninstaller has useful info in it....how do we actually capture it?

[gfr_arghhh]

just as a follow-up...

although the software uninstalled itself after the last failure, the registry entries for HP are still present. 

I find the key specificed in error message provided by the software (see a couple of posts ago...), but not with the same path as specified in the error message. 

In other words, the error message says that it couldn't open key:

HKLM\SOFTWARE\Hewlett-Packard\Install\{2E1B4B42-069F-4F53-9966-9B9B938D7FE5}

when I look in the registry, that key exists, but in the path

HK_Local_Machine\SOFTWARE\Hewlett-Packard\{2E1B4B42-069F-4F53-9966-9B9B938D7FE5}

(ie not in the Install subdirectory specified in the error message)

Is it possible that the installer is looking in the wrong path for the key, then times out and fails???

Just for completeness, there are 3 entries for that key:

HK_Local_Machine\SOFTWARE\Hewlett-Packard\{2E1B4B42-069F-4F53-9966-9B9B938D7FE5-hpwprl01.dat

HK_Local_Machine\SOFTWARE\Hewlett-Packard\{2E1B4B42-069F-4F53-9966-9B9B938D7FE5-hpwprl02.dat

HK_Local_Machine\SOFTWARE\Hewlett-Packard\{2E1B4B42-069F-4F53-9966-9B9B938D7FE5-hpwprl05.dat

Each of the keys listed here has 3 entries in its directory.  The three entries are Default, Name & Version.  In each case, Default has no value set, Name has a value of "uninstaller for xxx", where xxx is the name of an uninstaller and Version is set to a particular version number.

From my uneducated perspective, it seems like:

- software install completes

- the "configuring" stage (where the failure occurs) is getting to the point where it wants to uninstall temporary files used during the install

- it is looking for the key which tells it what installer to use / where to find the uninstaller

- it can't find the key - because it is looking in the wrong path

- it times out & fails - giving a fatal error

So...for instance, if I copied the registry entries from:

HKLM\SOFTWARE\Hewlett-Packard\{2E1B4B42-069F-4F53-9966-9B9B938D7FE5}

to

HKLM\SOFTWARE\Hewlett-Packard\Install\{2E1B4B42-069F-4F53-9966-9B9B938D7FE5}

then reran the install, would that work, or would the installer balk because the keys are already existant when it attempts a new install?

This is all pure conjecture...let me know if that gives you any other ideas and what I should try next...

[pcwizard]

Hi gfr_arghhh,

I can understand your frustration with this issue, but I need for you to run throught the steps in the cleaning documents attached which will help remove registry keys that could be causing the issue. I also have included the link to reinstall the printer using the version 13 software and drivers. Let me know if you have the same issue when using the version 13 software?

Version 13:

http://www.4shared.com/zip/H0jCpPKd/OJ6500vE709_Full_13.html

Fatal error 1606 document:

http://h10025.www1.hp.com/ewfrf/wc/document?docname=c00041455&lc=en&cc=us&dlc=en&product=3795314

[gfr_arghhh]

The v13 sw, the cleaning document etc are the same as those I used yesterday (twice). I manually removed the registry keys etc, and followed all of the steps in the document. The result was as indicated above ( error 1606 etc etc). Did you read the "as a follow up post", above? If I'm totally out to lunch, that's fine - but it seems that the installer is looking for a key, can't open it and fails ( per the error message). When I look in the registry, the key it specifies is not there - but it is in a different path... Bottom line, I've used the documents you suggest - the result is a failure. I've used the L4 uninstall, in conjunction with the document and a v13 install and I've used the " fatal error" document, changed the suggested regIstry key, and still the install fails (with v13).

[pcwizard]

Hi gfr_arghhh,

Since you have done all the required steps I have provided, and still unable to install the printer due to the Administrative Tools issues it appears that you have an issue with the operating system on this computer. You will need to back up your data, and then do a full system recovery to resolve the issue with the operating system.

[gfr_arghhh]

OK...so I decided to try one more time... This time: - I did all the steps in the "how to remove HP software document", including a L4 uninstall. - I had found a log file prior to the uninstall, that referred to error 1603 (although event manager referenced error 1606) and followed the steps for that error (disabling startup programs, disabling windows update etc). - I reinstalled the software 1 item at a time...starting with the printer itself and finishing with the Service Center I did not encounter any errors during the install. All completed successfully. However, when I try to launch Solution Center, I get the following message: "HP Solution Center cannot run because your device installation is not complete. Please plug in the USB cable or re-run the setup program from the installation CD for a network installation. If this does not complete the installation, or you do not have the CD, access the HP help files by clicking the Start menu. " I then found a log file named hpqddsvc, which contains a bunch of stuff, but has an apparent error repeated a few times in the file. I will put the error message in the next post....

[gfr_arghhh]

OK...here is the screen shot :

Here are the lines extracted from the hpqddsvc log file:

20120406134628:000000DF9:0008(0079-0000)(svchost.exe)## Baseline file "C:\Program Files (x86)\HP\Digital Imaging\HP Officejet 6500 E709n Series\data\hpwoj6500e709n.ini" does not exist.
20120406134628:000001453:0008(0079-0000)(svchost.exe)## Failed to create context descriptor!

[pcwizard]

Hi gfr_arghhh,

What happens when you install the printer on a different computer?

If you do not have the same issue follow the steps below.

1. You will need to back up your data, and then do a full system recovery to resolve the issue with the operating system.