Unable to install HP8500 drivers

[bigwaveau]

   I recently purchased a HP Officejet 8500 AiO. I was quite happy with it till my PC started having sound issues and eventually slowing down that much that it was unusable.It looked like a memory leak of some kind. This also happened to other PC's connected to my router. After hours of trying to fix the fault I unistalled the printer drivers on first one machine, then the other and surprisingly they both came good.

   I then downloaded the latest drivers from the HP website which I am pretty sure were the same drivers as I had that came with the printer. This installation failed at 96% complete because of a blocked port. I sorted this out and went to install again. Now the installation process hangs at 6-8% of the checking your system step and brings up the following error window:

You must restart your computer to continue with this installation.

There are some files that need to be deleted before installation can continue.

Please close all programs and then click Restart.

This installation will continue after restart.

And that is as far as I get time and time again.

I have run all uninstall.bat files that are on my supplied disk, deleted temp files, cleaned registry, disconnected the printer...................all to no avail. A quick search for hp on my C drive returns multiple files that appear to be associated with my printer.

Anyone got any ideas please. This is very frustrating.

Thank you in advance.

[bigwave]

Shameless bump. Its been more than a week. Surley someone must know something.

Whilst it looks nice sitting there doing nothing, I would much prefer it to be spitting out paper with stuff on it.

[Jen619]

I feel your pain, my friend.  I am having the SAME issue with my HP6500 wireless.  It was fine before but I needed to reinstall and I just can't get past  6% of the install and then the dreaded message appears:

You must restart your computer to continue with this installation.

There are some files that need to be deleted before installation can continue.

Please close all programs and then click Restart.

This installation will continue after restart.

So I do as it says and when I restart, the whole process begins again.  I have uninstalled, cleaned, anti-virused,  and disabled anything that was possibly causing a conflict  to weed out possible issues.  Still no luck.

I have been emailing tech support and have tried their suggestions but still nothing works.   I saw another post by a user having the same issue as we are so it can't be that uncommon.  

This is so frustrating!!   I want to smash something.   

[kevin566]

Did anyone find a solution to this?  I have a client in exactly the same situation and it's driving me crazy.

[jaredjb]

Ok I was able to get through this problem, with some serious late night help from an online HP REP. I have an HP 6500 e709 (non-wireless). Here is the full conversation. I hope this helps you too.

Jared

JARED : I just can't get past 6% of the install and then the dreaded message appears: You must restart your computer to continue with this installation. There are some files that need to be deleted before installation can continue. Then problem repeats

[An agent will be with you shortly.]

[You are now chatting with HP REP .]HP REP :

Welcome to HP Total Care for HP All-In-One Printers. My name is HP REP and I will be your chat assistant for today. Please give me a few moments to review your issue description details.

Note : For security reasons, PLEASE DO NOT send credit card information via chat.
JARED : Ok thanks 

HP REP : Hello, Jared. How are you doing today?

JARED : good thanks, how are you?

JARED : Actually, it's the 9% mark where my computer gives me that error message, and then I restart, and it does the same thing, over and over and never gets further in the installation

HP REP : I am fine. Thank you for asking.

HP REP : I understand that after installing 9%, you are getting the error message as "You must restart your computer to continue with this installation. There are some files that need to be deleted before installation can continue". Am I correct?

JARED : yes

HP REP : May I also confirm that you are using the "HP Officejet 6500 All-in-one Printer- E709a" and the operating system installed on the computer is Window XP?

JARED : yes correct

HP REP : Thank you for the confirmation.

HP REP : May I know how the printer is connected to the computer (USB, Wireless)?

JARED : USB 2.0

HP REP : Thank you.

JARED : I had it hooked up and working for the last month and then one day it didn't want to print, so I got on HP.com and it told me to reload the drivers. I unistalled them and downloaded the drivers, and thats where Im at now

HP REP : Okay.

HP REP : Jared, did you restart the computer after uninstalling the drivers?

JARED : Yes, I believe I did

HP REP : Okay.

HP REP : Could you also let me know if you have any other printer drivers installed on the computer?

JARED : No I don't

JARED : Just primopdf and other pdf converters etc

JARED : but no other printers

HP REP : Alright.

HP REP : Jared, did you start the installation process again after restarting the system?

JARED : Yes

JARED : and I did that like three times more just to make sure it wasn't moving forward

HP REP : Okay.

HP REP : Is the installation still in process?

JARED : No, I eventually ended it

JARED : a

JARED : and in the last few days I have tried it three more times, or more, after virus scannin, cleaning disk etc

JARED : trying to clean things up and keep trying, to no avail.

HP REP : Okay.

JARED : I did try to install the driver again just before I contacted you. So right now it's in process. It asked me to restart, but I haven't done anything yet

JARED : the window is still up

HP REP : Okay.

HP REP : Just cancel the window.

JARED : Ok

JARED : Done

HP REP : Let us try few troubleshooting steps here.

JARED : OK

HP REP : Lat me provide you the Microsoft windows installer cleanup utility.

HP REP : *Let

JARED : ok

HP REP : 1. Download the Windows Installer Cleanup Utility from the web link given below:

HP REP : http://download.microsoft.com/download/e/9/d/e9d80355-7ab4-45b8-80e8-983a48d5e1bd/msicuu2.exe

HP REP : 2. Install this utility after the download completes.



3. A shortcut for the Windows Installer Clean Up Utility is created on the Programs menu under the Start menu.



To run the Windows Installer Clean Up Utility:

Click Start, click Programs, and then click the shortcut for the Windows Installer Clean Up Utility.

When you do this, you receive a dialog box that displays the following message:

HP REP : The dialog box lists all the currently installed programs that are registered with Windows Installer. Locate the software installer files you want to remove from the computer and click on remove and click Ok.

JARED : Ok I'm there

JARED : Which programs should I remove?

HP REP : Please list the HP entries that you see there?

JARED : There are no HP entries

JARED : It goes straight from Google Update Helper to Individual Medical MGA Quoting Software

JARED : Oh Wait

JARED : there is a "32 Bit HP CIO Components Installer [3.1.1]

HP REP : Okay.

JARED : After looking closer that's the only one I see

HP REP : Just to confirm you are able to find the above HP entry in the "Windows Installer Cleanup" window?

JARED : Yes, correct

HP REP : Okay.

HP REP : Please select the "32 Bit HP CIO Components Installer [3.1.1]" and click on the remove tab on the "Windows Installer Cleanup" window.

JARED : Ok done

HP REP : Okay.

HP REP : Now please try to install the driver and let me know the result.

JARED : ok

HP REP : Thank you.

JARED : Thank you for your help

HP REP : Jared, are you now able to install the driver?

JARED : It's still working on it, my comp is a little slow

HP REP : Sure, please take your time. I will be online with you.

JARED : Same problem happened at 9%

JARED : It wants me to restart

HP REP : Okay.

HP REP : Please allow me a quick moment here.

JARED : ok

HP REP : Thank you for being online.

HP REP : Please follow the below steps:

HP REP : Click Start , All Programs , and then Windows Installer Cleanup Utility .
Select the Psprinters entry and then click Remove .
JARED : ok

JARED : Should I exit out of the installation utility for the HP 6500?

HP REP : Yes, please.

JARED : I don't see the Psprinters entry on my list

HP REP : Okay.

HP REP : Please let me know the HP entries listed in the control panel.

JARED : ok

JARED : I don't see any HP entries at all

HP REP : Did you perform the following steps to check the HP entries:

HP REP : Click Start >> and then Control Panel .
Double click Add or Remove Programs .
JARED : I did earlier, let me try again

HP REP : Sure.

JARED : I did this a couple days ago, the last time

JARED : Ok there are no HP entries in the Add remove programs window

HP REP : Alright. Do you see any HP entries there?

HP REP : Okay.

HP REP : Okay, now please delete the HP folder from the following path:

HP REP : C: drive >> Program file >> HP folder.

HP REP : Let me know once it is done.

JARED : Ok will do, this one I did try a couple of days ago, but it didn't work. Let me see if it's back

JARED : Ok there is no HP folder there

JARED : Google, Homestead, then Internet Explorer

HP REP : Okay, do you see any folder as "Hewlett Packard"?

JARED : No, Homestead is the only "H" entry

HP REP : Alright.

HP REP : I appreciate your effort in trying to resolve the issue.

HP REP : However, please allow me some more time to research on this.

HP REP : Is that okay with you?

JARED : sure, thanks again

HP REP : You are welcome.

HP REP : I appreciate the patience you present while we work together on this issue.

JARED : No problem at all

HP REP : Thank you.

HP REP : However, let us perform some more troubleshooting steps here.

HP REP : Shal we go ahead?

JARED : sure

HP REP : *Shall

HP REP : 1. Click Start, Control Panel and double-click Printers and Faxes.
2. Delete all the Printers available, by right-click and selecting "delete" option.
3. Click File menu and select Server Properties.
4. Select the Drivers tab.
5. For each entry, select the entry and click Remove.
HP REP : Please let me know once you have performed the above steps.

JARED : ok done, there were like 7 things

JARED : 3 pdf ones and a few MS document writer things

JARED : I should have thought of trying that before!

HP REP : Great.

HP REP : Now let us perform few more steps.

JARED : okHP REP : 1. Click Start and click on Run.
2. Type Regedit and hit Enter. From File menu, click on Export Registry.
3. Select "All" option for backing up every key of registry.
4. Give a destination file (say Regbackup) and save it on to the Desktop.
5. Now, click "+" beside HKEY_LOCAL_MACHINE\SYSTEM
6. Click "+" beside CurrentControlSet
7. Click "+" beside Control
8. Click "+" beside Print
9. Click "+" beside Environments
10. Click "+" beside Windows NT x86
11. Click "+" beside Drivers
12. Under this key, there will be the keys Version-2 and Version-3 (some may be absent, which is normal)
13. Click on each Version key to find contents in the right-window pane.
14. Delete all the sub-keys inside Version-2 and Version-3, but not these keys themselves.
15. From File menu, click exit.

JARED : Ok I am a little confused. Under "Drivers" the only subfolder is "Version 3"

JARED : I double clicked on that and in the right window it shows

JARED : (Default)

JARED : Directory

JARED : MajorVersion

JARED : MinorVersion

JARED : (four files total)

JARED : do I delete those four files?

JARED : they are "REG_SZ" and "REG_DWORD" files

JARED : Not sure what you mean by SUBKEYS

JARED : folders? files? etc...

JARED : There are a whole bunch of sub folders below the "Version 3" folder

JARED : representing printers I have installed before dating way back to years ago

HP REP : Please click on the plus sign under the version 3, it will open the subentries.

JARED : Ok, meaning the sub-folders?

HP REP : Yes, you are right.

JARED : under Version 3, it says things like Dell Laser printer, HP Laserjet

JARED : ok, so delete those subentries?

JARED : delete sub folders, but not the version 3 folder, correct?

HP REP : Absolutely.

JARED : ok

JARED : Ok done

HP REP : Please let me know once it is done.

JARED : there were about 14 of them

JARED : There are no subfolders/entries under Version 3

HP REP : Okay.

JARED : But, the four files inside the "Version 3" folder are still there, is that right?

HP REP : Delete those as well.

JARED : ok

JARED : Ok it deleted all of those, except for "(Default)"

JARED : it s a TEG_SZ file

JARED : REG_SZ

JARED : under data it says "value not set"

HP REP : Okay.

HP REP : Once done, click exit from File menu.
JARED : ok

HP REP : Now let us perform one last step.

JARED : ok

HP REP : 1. Click Start, Run and type "cmd" (without quotes).
2. Key-in the following commands:

net stop spooler
net start spooler

3. Type exit.
4. Open Windows Explorer and navigate to:

%systemroot%\system32\spool\drivers\w32x86

NOTE: %systemroot% is usually C:\Windows, but it might be "winnt" or something else; this is set when the OS is installed.

5. Inside w32x86, there will be folders with the names 2 and 3 (some may be absent, which is normal)
6. Delete all of the files and sub-folders in each of the 2 and 3 folders, but not the folders themselves.
7. Inside w32x86, there may be other folders with names starting with "hewlett_packard", "hp" or something else; delete these folders also.
8. Restart the print spooler (as in 2nd step, above)
9. Restart the computer.

At this point, the system should be pretty well back to the way it was before any printers were installed. The printing subsystem is then "clean" and ready for printers to be added using printer drivers. Install the all-in-one software, now.
HP REP : Note, after typing the "net stop Spooler" hit enter and again type in "net start spooler" hit enter.

JARED : great, done, there were 2 HP 6500 folders I deleted, and everything in "3"

JARED : that was the only folder. Thanks for your help. I will lose you once I restart right?

HP REP : Yes, before you restart the system let me provide you the chat activity Id.

JARED : ok

HP REP : Here is the chat activity ID:#######.

JARED : that tracks our progress?

HP REP : Please restart the system and try to install the driver. However, if the problem still persists please get back to us with the above chat activity ID.

HP REP : Yes, you are right.

JARED : Ok thanks for taking so much time to help me resolve this

HP REP : you are welcome, Jared. It was a pleasure chatting with you.

HP REP : Is there anything else apart from this that I may help you with?

JARED : No that's it, thanks again!

[drorpiltz]

Amazing!

It actually works!

Thank you very much for the sharing

[Duker61]

Yes!  Thank you so much for posting this chat.  Saved me from killing someone!! 

[tedzzz]

This helped but i ended up having to use information on the following link as well 

http://www.daniweb.com/forums/printthread7700.html 

then I can scan us as a test mspaint   

i cant get  the solution center running but dont know if i care ....

that  has its own set of headaches......

as I start to research 

( the thread  for solution ente will make you head spin again :-)

this is where I wonder if they do any negative testing at HP of thier products

Negative testing can not be isolated from positive testing as a nice to have/if ther is time 

[haas]

I'm having the same problem, but I cannot get that link to work. Pasting it into my browser tells me it cannot find the server. Help!!

[vince000]

Try this link:

http://web.archive.org/web/20090629112406/http://www.daniweb.com/forums/printthread7700.html

Here's the important excerpt, in case it disappears again:

---

Originally Posted by n10city (Post 41808)

I found a fix for USB devices not working, actually came from Microsoft technicians. Apparently there's a problem with the Intel USB chipsets going flakey


Step 1: Remove Hidden Devices

1. Open a Command Prompt.
2. Type "set DEVMGR_SHOW_DETAILS=1" (without quotation marks) and press Enter.
3. Type "set DEVMGR_SHOW_NONPRESENT_DEVICES=1" (without quotation marks) and Press Enter.
4. Type "start devmgmt.msc" (without quotation marks) and click press Enter.
5. Click View. Click Show hidden devices. 
6. Click "+" to expand devices, Unknown devices and USB devices. 
7. Are there any devices and unknown devices (including grayed out devices)? If so, please right click it and click Uninstall them.

Step 2: Remove all oem*.inf files

=========================

1. Click start and click run then under the run line type in the command "cmd" (without the quotation marks)

2. In the command line, type in the following (without the quotes) and press enter after each command:

"cd \windows\inf"
"ren infcache.1 *.old"
"ren oem*.inf *.old"
"del C:\windows\setupapi.log"
"exit"

Step 3: Removing all entries under HKEY_LOCAL_MACHINE/Enum/USB that start with VID using REGEDIT.

==================================================================

Removing the VID entries from the registry will cause them to be redetected at restart.

CAUTION: If you have a USB keyboard, mouse, scanners, and other things you know are working, do not remove the VID entry for these devices, otherwise, Windows may not restart correctly.

1. Click Start and click Run. Type regedit and click OK. The Registry Editor window will open. 

2. Go to HKEY_LOCAL_MACHINE\System\CurrentControlSet\Enum\USB. 

3. Highlight and delete all the VID_.... entries for usb devices that you cannot identify. Remember not to delete the entries mentioned above.

You may not have permssion to delete keys, do the following.
Permissions may be set allowing the deletion of the VID_ entries by following the steps below: 

a) Right-click the key to be deleted, and then click Permissions. The VID_... Permissions window will open. 
b) With Everyone highlighted in the Group or User name section, select Full Control in the Permissions section. 
c) Click Apply, and then click OK. 

5. Restart your compuer.

Step 4: Reconnect the USB device that was not previously working. Windows should automatically rerinstall the drivers.


This worked for me and hope it helps you out. Good luck with it.

---

However, that did not help me with the problem on Win 7 x64, with the HP Photosmart C7250, drivers v.13.

What did the trick was simply running the Windows Update: kb2647753 for sure, and probably another one regarding the USB ports...

Good luck to anyone else!