04-30-2014 11:31 AM
I get a failure message and am unable to download HP full feature software (a.k.a. the "solution center") for my HP Officejet 6500 Wireless on my Aspire E1-571-688 Laptop. The solution center was successfully downloaded when I got the laptop in August 2013. It was running fine until I upgraded from Windows 8 to 8.1.
When I discovered that the solution center would not run, I removed the printer and driver software beofre trying to reinstall. When trying to get the Solution Center back, I can't get past the download step because during download it "fails". I was able to download "drivers only" through the "add a printer" option, and I do have printing capability, however I am unable to use the scan function from the laptop (or directly from the 6500).
Weird that I can't get the scan function to work on the unit itself (I get the "no scan options" message when trying to do so) as I have confirmed mutliple times that the printer is successfully connected to the correct network.
Help please! Thank you
04-30-2014 01:15 PM
Welcome to the HP Forum.
You will not have access to the full features of the printer software until you manage to install the Full Feature Software. Scanning is one of those functions.
The initial Connection to the Internet is indeed part of it -- you need a reliable, clean, consistant connection that will allow you to download the full data file. Your connection may be dropping out part way through.
You may need to upgrade your network drivers after the Upgrade to Windows 8.1 . There are other issues can can plague a system after the Upgrade, most are well documented at this point. You can check with your system's Forum to what others are saying.
Basic Drivers only are much smaller in size -- just a few MBs.
- You need to resolve the network issues so you can download the full software.
- You might have a friend download the file onto his computer and transfer the file to your system using a USB stick. This does not fix your network problems but it does solve at least the issue of not being able to get a hold of the installation package.
- You might try taking the computer to a friend's house -- if the issue is not within your computer's network setup, then the Upgrade may have "upset" the relationship between the computer and your home network.
Click the Kudos Thumbs-Up to say Thank You for the help." .
Although I strive to reflect HP's best practices, I do not work for HP.
05-01-2014 08:00 AM
I appreciate your quick reply. The inbternet connection is not the issue. I am able to download from other sources, surf the web, and print with the 6500 wireless just fine.
What I don't understand is why since "upgrading" to Windows 8.1 when trying to download the HP Solutionb Center, after about 110MB it just stops and says "failed".
I am using Firefox 28.0 if that makes a difference. What happens is that it seems to download fine, but then at completion instead of showing the program name under the file in the downloads section, it just says "failed".
05-01-2014 08:51 AM - edited 05-01-2014 10:50 AM
I can only speculate.
You can try checking the Windows Event Viewer and see if you can track down anything recent that seems to indicate what might be going on. Reading the Event Viewer logs is part science and part an art that one must learn by doing it. Patience helps.
Edits - 01 May 2014
- I have been reminded that this error is quite typical of a Dial-up connection. If you are indeed dealing with this type of Internet connection then you have my sympathies. Been there, done that. This is a different kettle of fish, that is, this is a different type of problem -- larger file downloads are frequently a problem for Dial-up connections.
- You can try a different brand modem,
- you could try a different type modem (hardware versus software),
- you can try redialing the connection to get a better server or stronger connection,
- you can try putting a filter on a noisy phone line --
- Even better, have the physical phone line to your property repaired / replaced if you can talk the phone company into doing it. You might actually get them to do this if the local wildlife has chewed the lines badly enough.
The problem is that a noisy phone line is not a problem for voice traffic, it is only a problem for data traffic -- and your phone line is not rated for data traffic. The phone company does not care about this; you are not paying for a data line when you are using Dial-up on a phone line.
- The issue might be the Internet path needed to get the file data from its source to your computer. That means, everytime you download data from the Internet that data has to come from "somewhere", travel through "somewhere" - maybe several "somewheres" - and then manage to find its way to your computer. It may be that the travel path needed to get this data to your computer is somehow more difficult to traverse in the case of this package. In other words, not all data comes from the same place and travels the same path to get to your computer.
- Your ISP might be throttling your download. I do not know where you are located (and I do not need to know). Some Internet providers might have rules about these things -- a mere 100+ MB seems a paltry amount of data over which to be concerned; I have no idea what kind of service you have. Again, this is idle speculation.
- If you are working wireless, that is, wireless from the router to the computer, consider that the packact exchange can only handle a certain error rate and then it is going to fail. Consider connecting to your router by an Ethernet cable during larger file transfers if you cannot download large files.
- The fact that you can print using the printer has nothing to do with downloading data from the Internet. The two subjects are not related in any way.
- I use Firefox version 26 - big fan of Firefox. You might stay away from Internet Explorer for a few more days -- I do not think Microsoft has fixed that latest bug that can blow a hole in your whole system. You could try Chrome if you think Firefox might be having issues.
- The Upgrade to Windows 8.1 may or may not have had an impact on your ability to download large files. If the Upgrade has had an impact, then you must look to your computer's device drivers for your LAN / Wireless and even your USB, chipset. You must also make sure you have all the latest Windows 8.1 Windows Updates installed.
Perhaps you can try one of the work arounds to get a hold of the data file.
Click the Kudos Thumbs-Up to say Thank You for the help.
Although I strive to reflect HP's best practices, I do not work for HP.
05-01-2014 09:12 AM
You haven given several good suggestions and I will begin to troubleshoot using them.
Will follow up either way after complete, if not sooner with additional questions.
Thank you again very much for your help.
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