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06-25-2012 01:06 AM
Just purchased a Photosmart 5510e. Setup will not recognize the printer on Windows 7 (64bit). I can go through ALL the install and I can "see" the printer. I can SCAN with the printer using Adobe but the scan (nor anything else) will print.
The printer works fine on a usb cable. AND I can Load the software to 2 other computers (windows VISTA (64bit AND 32bit) and print and scan.
Logic says the problem lies with the Windows 7 Printer driver software? BUT I have the latest version loaded. I have so far, Loaded the software twice, used the Download "scrubber" to ensure removal of any last vestiges of code etc;
H-P "chat" was pleasant but not very helpful, (no solution) and would ONLY suggest I phone the UK Help desk come Monday.
Had a look on the "Microsoft" site but I can find no useful info there?
06-25-2012 01:10 PM
Download and run this utility: http://h10025.www1.hp.com/ewfrf/wc/softwareDownloa
What does it say?
Say "Thanks" by clicking the Kudos star in the post that helped you.
I am employed by HP
06-26-2012 01:18 AM
Further to the foregoing; I have done another "clearout" using the uninstall software from the HP website etc; Downloaded the latest driver(s) , just in case there has been an update from my install disk, and done a re-install. and now have NO connection to the Laptop (DELL) running Win7 (64bit). I can STILL print from another computer (same network / ID and password etc AND I can airprint from my wife`s I-pad.
After another 3 hrs of work. I am now rather P`d off!! I have downloaded and run the Trouble shoot from HP which makes no difference and only tells me much of what I have already done anyway!! I have a printout showing a perfect wireless connection but the computer cannot find the printer even though the software brings it up and shows it!! Trying to install from "add printer" the install goes half way and then report "unable to install"
I am seriously considering 1) Sending the printer back for a full refund as being "unsatisfactory" and buying the Cannon I had in mind initially!! OR 2) Installing VISTA on the Dell. as that works Perfectly in all departmants.
I still suspect a Microsoft issue, but can find no information anywhere on either HP nor MS websites.!!