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01-15-2012 03:08 AM
We have several issues with out HP6500 that seemingly occurred for no particular reason.
We have a new Dell Laptop on our home wireless network. The network uses a Linksys E3200 "N" router. All the computers on the network use O/S WIN7.
The printer was working fine until we added the Quick books program. Then the printer started acting strange. so I attempted to re-install the printer. This is when the multiple issues started:
1) Installation became hung up at about 27%. The computer wasn't able to respond to any command so I did a hard reboot (pressing power key until powered down), then waited 30 sec and rebooted. At reboot I checked to make sure internet and programs would operate after the hard re-boot and I had no problems, so;
2) I went thru Control Panel (CP) and entered "programs and features" (P&D) and attempted to uninstall all HP programs, that failed, uninstall would not work, so then I;
3) Went to "HP Support" and downloaded the file "OJ6500vE709_Full_14.EXE" and installed it. It installed fine, however I could not make this printer the default.
4) Apparently I left the old printer still loaded believing that it would be uninstalled with the new installation and found I was wrong. So,
5) I again go thru CP/P&D and delete everything and again use the above download.
6) This time the install failed so I did it a 3rd time, the printer installed but "Solution Center" (SC) failed to install.
7) I now go to my OEM-CD and go thru advanced Install and try to install only the SC and wow it worked but the printer didn't. The printer showed up in the "network map" and on the listing in D&P. A check of "Device Manager" indicated the printer was fully operational. so I went back to HP support and found the "Network Diagnostic Utility" (NDU) and downloaded and installed it.
8) after installation, I enter the "Advanced tools" and observe that The NDU finds the printer and displays the IP. below that area are two columes labeled 'computer" and "network" both of these contain IP's & MAC's for the Host computer and the router. so, believing I'm making progress,
9) I push the "Display Detected Wireless Networks" and it returns the message "No Wireless Networks found", I Push the "renew DHCP" and get a solid success, so I now press the "configure detected router" believing that since the "Network" colume has the router IP & MAC listed that this will also be a success, but
10) I can't enter the router URL with my password, so I bypass this and push the "display detected firewalls".
11) This results in a message that "MS win firewall" is disabled. This reminds me that I'm using "Zone alarm Anti-virus & firewall" and it needs to be reviewed for correct setting.
12) I open ZA and find the firewall setting for the router to be in the "Trusted" zone. So,
13) I return to the NDU and push the "Display Detected Network Devices" and it returns with a listing containing the host computer, the router and the Printer, all with their correct IP addresses. So now,
14) I try to un-install again for a 4th time believing that will make a difference. I remember that the "HP support" page, had a download for a "All-In-One Software Removal Utility" so,
15) I download OJ6500v709_corporate_scrubber_14.exe, and try to install only to have installation fail.
I'm done with this for now...I've worked on it almost continusously for 3-days to no avail...
I hope someone out there can provide some usefull support.
01-17-2012 09:50 AM
As a troubleshooting step try adding a printer via control panel.
1. Go to Control Panel / Devices and Printers
2. Add Printer, Select TCP/IP port and enter the printer's IP
3. Select driver to use, the OJ 6500 driver should be under HP or Hewlett Packard
4. Try to print
Click the white Kudos star to say thanks
Please mark Accept As Solution if it solves your problem
01-17-2012 06:32 PM
aloha Binary zen,
Thx for the input...
I'm skeptical about loading another printer over the existing one, which isn't working...so I'm using a different scrubber to un-install all HP products at which time I'll use your method of re-install.
again, many thx...
01-22-2012 06:32 PM
This is directed to binary zen,
Reloading the HP6500 without un-installing first, created logistical headaches with 2 printers that didn't work instead of just one and neither could have the default printer status changed from or to. also they were both offline and could not change that status.
Presently, I have a complete new install with the HP6500 having a static IP on a Wireless network. This has been working but is very unstable with the printer status generally going into "use printer offline" mode without a user change or any other user function.
I just installed the latest HP download that came over "auto update" and 1 of the 2 said it was for stablilizing network functioning, however, it has had its "use printer offline" status get in the way of 2 print jobs since that update install.
I use "ZA firewall with antivirus", however the printer is configured in the "trusted zone" with its static IP and so is the gateway/router, per the instructions in HP help.
I think I need ot go to the ZA forum and ask how to interpret the 5 pages of log I have that is recording the same event time after time after time.
catch up more later.
01-26-2012 12:48 AM
As many of you may suspected ZA was a major contributor to my problems.
I visited the ZA user forum and was told I wasn't using the most recent v of za w/antivirus. so after loading it with other updates, I haven't had the problem of the printer being offline. However to be sure I don't run into any problems, in the za zone settings which blocks and permits traffic over the network, I can permit or block UDP & TCP ports. I seem to remember that the 6500 uses one of these types of ports but I can't remember which kind and what port number.
Does anyone know which port and number is used on a win7 x64 machine, for this printer?
01-29-2012 08:06 PM
I ended up in the Zone alarm forum and found lots of answers to what I had asked was locateed in my HP6500 USER MANUAL, particularly for managing a wireless network. This manual suggests that I add 5 .exe files, here's the quote...
"If this occurs, and if you are using a computer running Windows, check that the following
programs are in your firewall’s list of trusted applications; add any that are missing.
• hpqkygrp.exe, located in C:\program files\HP\digital imaging\bin
• hpqscnvw.exe, located in C:\program files\HP\digital imaging\bin
• hpqste08.exe, located in C:\program files\HP\digital imaging\bin
• hpqtra08.exe, located in C:\program files\HP\digital imaging\bin
• hpqthb08.exe, located in C:\program files\HP\digital imaging\bin
NOTE: Refer to your firewall documentation on how to configure the firewall port
settings and how to add HP files to the “trusted“ list.
NOTE: Some firewalls continue to cause interference even after you disable them.
If you continue to have problems after configuring the firewall as described above and
if you are using a computer running Windows, you might need to uninstall the firewall
software in order to use the HP device over the network"...
I found that I'm missing 2 of these and looking to this forum to tell me how to obtain them. They are hpqthb08.exe and hpqscnvw.exe.
02-01-2012 02:33 PM
In your 1st reply, You stated; "...elect driver to use, the OJ 6500 driver should be under HP or Hewlett Packard..."
I don't know where to look for this driver, when you say "...driver should be under HP or Hewlett Packard..." do you mean on the HP URL???
If and when I find it how do I install it???
New issue...The printer is currently working fine without getting lost in the "use printer offline" mode, however an old problem that I chose not to mention till now deals with printing reports from the software program Quickbooks. This program is critical to my wifes job and to get by she's been converting the reports to XCELL and then printing. What do I need to provide to troubleshoot this issue.???
Again Many mahalos from Hawaii,