HP Support Forums
Join in the conversation.
08-08-2011 01:18 PM
I have a J5700 series Officejet. When I booted up this afternoon an update was ready. The first of the two updates installed without a problem. The second update, CIOUM Update_3545_000_009_hpu hung up 1/3 of the way through and I had to reboot WN XP to sever the unresponding program. When I booted up the pc once again an HP dropdown menu was waiting saying the update failed and would I proceed with a manual install by clicking a link. I did so and downloaded and saved the file. I manually started the download, but again it froze 1/3 of the way through. What's my next step? Thanks
I wasn't sure which forum to post to for this question as I noticed none other.
08-08-2011 05:32 PM
what was the size of that download? If due to large size of connection quality, maybe try download it somewhere else and put it on CD/DVD?
I am an HP employee.
08-10-2011 12:51 PM
This file is 1.13MB and I had no problem downloading it.
I deleted this update from my PC's download file and download another from a manual download site on the HP website. I wanted to start with a fresh file. I tried twice more to run or open the update today. When I did, a popup screen came up entitled "Dot4 Scrubber" as before. The popup screen shows the file beginning to open, but each time when it gets to about the 1/3 point of completion it freezes. It won't open any further and computer hangs up.
When I use CNTL/ALT/Delete another screen came up saying this program is unresponsive and I clicked END NOW. Nothing happened and I retried END NOW. The "Dot4 Scrubber" menu continued to hang up and only disappeared after multiple replies. Today, however, the entire computer froze and would not even respond to a CNTL/ALT/Delete reboot. I had to resort to hitting the power button on the tower, but not even that would shut off the computer. Finally I shut off the electricity running to the tower to shut it down. I'm not willing to retry this file as I'm concerned it will corrupt my system. It's worthwhile to know that I've never had a problem downloading HP updates nor updates from Windows or anyother program in the past until this particular file.
Can I get some help with this? Thanks much.
09-21-2011 01:45 PM
I don't know what the answer is. I had a prompt for the same update just this week and once again the identical problem occured. My pc HATES this update and each time I try the install it reacts more strongly to it. Could it be that HP isn't aware of this update's problem? I've considered the first reply back above and yes, the file is large, however it did download as well as any other update. (I'm using Verizon's broadband and their modum.) The problem occurs during the installation process. Dot4 Scrubber hangs up and won't let go. Maybe I'm missing something, but I'm not going to try installing it again until I'm sure HP has investigated this update. I'm running Windows XP with SP3. Maybe I'll take this problem to the Virtualdr website and see what kind of an answer I get there.
08-13-2012 05:50 AM
I have an HP Photosmart all-in-one. I've been receiving notice of this update for quite some time. It tries to download, then says "installation cancelled" I noticed after this "update": issue, that my PC has slowed down considerably. Yesterday, the printer wouldn't communicate with the PC at all. I uninstalled and re-installed (with appropriate reboots) and now it doesn't recognize the printer at all. I tried installing on another computer, with the same result. I now have an all-in-one that still works as a stand alone copier, but is worthless as a printer. I have sent feedback several times on the "installation cancelled" issue, and tried turning off the firewall to install download-no help at all.
08-16-2012 12:26 PM
I don't believe that HP has any personnel assigned to read this support forum, otherwise this problem would have a solution and we'd have a fix. It's a shame HP is in the shape that it's in. Poor leadership trickles down throughout a company and we're witnessing it here. Here's hoping HP can be successful in the future. Meanwhile . . .