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11-04-2009 11:57 AM - last edited on 11-04-2009 01:31 PM by WendyM
I need assistance with the HP Officejet Pro 8500 All-In-One printer we bought several months ago. When we first installed the printer on each of our work laptops, it loaded just like it was suppose to and we had access to all devices. A few months later our technical department gave us an updated service pack to load to update our McAfee virus scan software. After doing that, the scanner no longer worked and we could not access the HP solution center.
I used the software CD we received from with our printer to uninstall the program and reinstalled it on my laptop. I am now able to access all features. The problem now is when my boss tried to uninstall the program from his laptop using the CD, the uninstall feature was not there. It would only let him install, not uninstall. The printer portion of this works for him, but he has no solution center or scanner usage.
I have worked and worked on this, viewed and printed numerous material off of the HP site that I could find, but nothing has worked.
We deleted all HP software and drivers from his laptop and it may have deleted some of his operating system stuff that should not have been deleted.
My operating system is Windows XP Professional, Version 2002 Service Pack 2.
Do you have any suggestions or point me in the right direction in order to try and get this printer and software loaded properly on my boss’s computer so he can scan.
Your assistance is greatly appreciated.
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11-04-2009 05:27 PM
you can try to download and execute the "HP Officejet Software and Driver Removal Utility" at this address: http://h10025.www1.hp.com/ewfrf/wc/softwareDownloa
Once you've downloaded it you should choose to execute the file "uninstall_l4.bat" that performs a deep clean of Hp drivers and utilities.
After a reboot you should download and install the latest drivers (actually v. 12 for Xp) from this address: http://h10025.www1.hp.com/ewfrf/wc/softwareDownloa
I Hope this can help you.
11-05-2009 12:52 PM
I want to thank you very much for taking your time to troubleshoot my problem, especially since it was not your particular field. I followed your instructions and just for good measure I downloaded the software and driver removal utility. The laptop was restarted. We are trying to reinstall the software from the CD we have. If it does not work again this time, would it make any difference in reinstalling it from the HP website version? Right now it is stopping at the same place during installation telling us to restart the computer to remove some unnecessary files. This is so depressing, plus it is making me look bad because I cannot find a solution for my boss...
Again, I am very appreciative for your assistance.
11-06-2009 04:51 PM
When the installer tells you to "restart the laptop to remove some unnecessary files" is normal, after that what's happened?
If you faild to install from the cd i suggest you to download and use the driver from the Hp website, because probably is more updated.
Hope you can succesfully install the driver in this way.
11-07-2009 08:09 AM
Unfortunately this didn't work. When it asks me to reboot and I do, it goes through the install process again, I reboot and reboot but it never goes any further. I have downloaded the drivers from the HP website but it didn't help. I really appreciate all of your help. I just can't figure out why this won't work and I've let my boss down. Our IT department (which is in Toulouse France) is having the same trouble and can't figure it out either.
Thank you again.
11-28-2009 01:33 PM