OfficeJet Pro L7680 & CPU Utilization

[Romo]

I installed the above printer in my boss's office and it has worked flawlessly for over a month in a 7-user Windows Server 2003 SBS network. Suddenly he wanted to toss his laptop out of the window it became so slow. Plus the fan running continuously and the laptop was extremely warm. It is a Toshiba Satellite, with a Pentium M 1.7Ghz processor and 1Gb RAM that has been performing flawlessly.

On checking utilization, I found that an instance of svchost.exe was running at 95-100% utilization and that HP Digital Imaging Monitor was still trying to initialize the printer; it never did. Stopping this instance of svchost.exe, though risky, allowed the Monitor to initialize and the processor utilization to return to normal. Rebooting the system yielded the same results. The laptop is running Windows XP Pro SP3 and is fully patched. A visit to the HP Support site confirmed that the latest printer drivers were installed. I checked the MS Knowledgebase after a little more troubleshooting found that the instance of svchost running the HPSLPSVC process appeared to be the culprit.

I could find nothing in the HP Support area and went to the HP User Forum. Searching there turned up a recent post regarding an HP Photosmart C6280 the had exactly the same issues. I checked the referenced Microsoft KB927891 article, downloaded both the files and TechNet reference article, applied both patches KB927891 and the WUA 3.0 Agent (both were unsuccessful), the stopped the HP Network Device Support service, added HPSLPSVC32.DLL to the Firewall execeptions. Once completed, I started the system and NO LUCK - the CPU goes right to 99-100% utilization.

Please help!

/Steve

[pradeep]

Here is an solution which has worked for XP Operating system but not tested for windows 2003 server Operating system, however you can try this solution:

I. Installing Patch from Microsoft Link:
 
The link is:
============
http://support.microsoft.com/kb/927891
=============
 
After opening the link, we need to install 2 patches. The patches to be installed are given below.
 
"Download and install update 927891" & "Download and install Windows Update Agent (WUA) 3.0"
 
After installing the two patches, you need to restart the computer and check for the result.
 
If the issue still appears, we need to perform the below steps.
 
II. Stopping "HP Network Device Support" service:
 
The steps for stopping "HP Network Device Support" service are:
 
1. Click Start and then click Run and in the run window type services.msc and then press Enter.
2. Locate "HP Network Device Support" service in opened Services window
3. Right click on it and select "Stop" option and close the Services dialog box.
 
III. Adding HPSLPSVC32.DLL file to Firewall exception list:
 
To add "HPSLPSVC32.DLL" file to Firewall exception list, perform the below steps.
 
1. Click Start --> Run.
 
2. In Run dialog box, type "firewall.cpl" and press OK.
 
3. Windows Firewall dialog box will open. Select "ON" option. And then click OK.
 
4. Again perform the above steps to open "Windows Firewall" dialog box. Then select "Exceptions" tab.
 
5. Click "Add Program" --> "Browse".
 
6. Select "C:\Program Files\HP\Digital Imaging\bin\HPSLPSVC32.DLL"

After completion of the steps, click Apply & OK. And restart the computer to save the changes.

Let us know the result.

[Romo]

Thanks, but if you refer to the 3rd paragraph of my post, I already tried that.

The problem is NOT with the server, but with the laptop. The L7680 is connected to the network but is not joined to the domain, and receives an IP address from the DHCP server. The laptop belongs to a mobile user who authenticates to the domain connects to the network through a wireless connection. The laptop and my boss are only user of this printer.

I have uninstalled ALL of the HP software (Full Feature Software and Drivers- v8.0.2) from the laptop, which resolved the 100% utilitzation issue; the laptop now runs normally, including cooler and quieter since the CPU fan is not running continuously at full speed. I have also downloaded and ran the HP Software Removal Utility, Levels 1 and 2 (uninstall_l1.bat and uninstall_l2.bat), but the Release Notes indicate it is only good for the v7.0 drivers so I doubt it really did anything.

At this point I am very frustrated with HP. The printers (hardware) are very good and I have been purchasing them for years. However the software, from my viewpoint, has a lot to be desired when it comes to the "All-In-One" product series. My boss is not happy because I really don't want to reinstall the driver because my office is 3 hours away and my IT support duties are not a full time responsibility.

Any suggestions you may have would be appreciated. Also, it would be nice if someone at HP would update the Removal Utility to accomodate the v8.0 drivers so when their loyal customer DO have problems, they have some means of digging themselves out of the hole in a more expeditious manner.

/Steve

[Bob_G]

I have had the same problem on ALL my XP computers. HP walked me through the same stepsand they did nothing but waste my time.

 I did figure out the fix, it is short and sweet.

Note: You can only use this as long as the IP of the printer is static (or DHCP as long as the printer does not change IP's). The service that hangs up is the one that searches for HP printers on your network.

1. go to the services (start, run, services.msc)

2. locate "HP Network Device Support"

3. Stop the service - You may get an error, if so, stop it again (if it doesn't stop, just go to the next step)

4. Now right click on the service (HP Network Device Support) and select properties.

5. on the drop down menu for "startup type", select DISABLE.

6. Click OK

7. Close the services mmc

8. restart - Problem solved.

Hope this helps, it made my life much better.

[Romo]

Thanks, Bob_G, I appreciate the post! From your description, HP has a problem and the lack of response is discouraging.

Currently all the HP software is removed from the laptop. The laptop gets an IP from the DHCP server, but there is a reservation assigned to its MAC address, so it basically is static. I will reinstall the software on my next visit and then recheck the CPU utilization. If it is out of whack, I will disable HP Network Device Support service.

What problems, if any, do you have by disabling the HP Network Device Support?

[Bob_G]

I had no problem at all disabling the HP Network Device Support. It is easy to do. Just follow steps 1-8, and it is done. Good Luck

[Bob_G]

I should have clarified that all the steps (1-8) are done on the coumputer.

Nothing has to be done to the printer itself. 

The steps are done after you have the HP software installed.

[Boothie]

I am considering purchasing the Photosmart C6380 all-in-one printer but am concerned because of all I have read about the CPU utilization problems that seem to happen with all of HP's AIO printers. I am planning to connect my printer directly to my desktop via USB cable and have no need to put it on my home network - for my current printer setup, I just have file and printer sharing enabled on my desktop and I can print from my laptops that way. That printer is not plugged into my router. Is this CPU utilization problem unique to having the printer on the network? If so, is there a way to set up the printer so it is NOT on my home network, but just connected via USB to my main PC and then have other PC's print via the file and printer sharing?

[Bob_G]

Boothie,

I do not believe you will have any problems if the printer is directly connected to your computer. You will not have the HP software suite available from your other computers, just the one you have the printer connected to. Good luck. If you have a problem, just put another post on and I will look into it. Maybe I should go to work for HP. JK