Cant Install HP Software and Drivers for my HP Officejet Pro 8500 - A909

[MAD-DOG]

I have tried several times to install software for my HP Officejet Pro Premium 8500 All in One Printer on my Desktop computer described above. All attempts have been successful up to the last step titled “Config Product”. At that point in the installation process the software seeks in excess of 5 minutes before a “Fatal Error” message box appears and then automatically proceeds to uninstall the HP software. I have tried to install 3 HP software versions namely for Window 10, Windows 8.1 and Windows 8 (after uninstalling all programs associated with the printer) and get the same result each time.

I was successful installing the HP software on my laptop which also runs Windows 10 -64 bit. The “Config Product” phase of the installation proceeded flawlessly and the HP Solutions software worked great.

Any and all suggestions for correcting this problem will be much appreciated. I have tried several suggestions from websites but none have worked.

[Jeet_singh]

Hi @MAD-DOG,

Thank you for joining the HP Forums! I read your post on Printer install issue and I am happy to look into this issue for you!

I would suggest to try and perform a clean install to try and fix this installation issue. Follow the steps mentioned below:

• First, unplug the USB cable from the printer if present.
• Go to Control panel – Programs and feature – Select all the HP OfficeJet printer entries (Including the solution center and other hp printer components) and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Restart your computer.
• Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.
• Once in device manager, click on the view tab in the top & choose “Show hidden devices”.
• Then from the device manager list, check the entries under “Printer”  – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device".
• Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says “Unknown device”.
• Once done, close device-manger. Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
• Under print server properties, go to drivers - remove any printer entry there as well.
• Again, go to Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Once done you can try cleaning out your temporary files and cached files. You can try using automated applications like some cleaner software's that you can download from the internet.
• Now restart your computer again.
• Open the Run window again, type “services.msc” and press ok to get services window.
• Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.
• Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.
• Repeat the same exercise on “Function Discovery Resource Publication” as well.
• Click on  http://ftp.hp.com/pub/softlib/software13/COL31041/mp-110033-3/OJ_AIO_P8500_A909_Full_Win_WW_140_408-... and install the software.
• Connect the USB cable only when prompted.

Those steps should do the trick, let me know the outcome!

If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.

If you wish to show appreciation for my effort, please click the Thumbs up icon at the bottom of my comment.

And I Hope you have a good day, Ahead.

Regards,

[MAD-DOG]

Thank you for a prompt response for the installation problem I am having. Your instructions were very clear and easy to follow and execute. Unfortunately, the installation was again unsuccessful. Like all previous attempts the software proceeded to load through all stages until the last one which is “Configuring Product”. This stage ran for 10 minutes until it timed out and the “Fatal Error” message appeared.

Afterwards I uninstalled all HP software and went through your 19 step procedure a second time after running the System File Check utility which validated all system files. Again the installation failed in the “Configuring Product“stage and the “Fatal Error” message box appeared. On this second attempt I connected to the printer via a USB cable as opposed to a wireless connection on the first attempt.

I remain completely baffled to explain why I had no problem with the wireless HP software installation on the laptop which is running the same operating system. After installing on the laptop, I was able to download scans to designated folders without a problem. When I do this on the desktop the file name appears in the download folder but it has no content (0 kb file size). Perhaps this is a clue to the installation problem?

I have some comments and a question and related to your procedure. First on the 10th bullet point down (having to do with the removal of drivers), I also removed “packages” as well when the option was presented. Second, I was unable to remove the drivers for the Microsoft Enhanced Point and Print Compatibility Drivers x64 and x86 because they were both in use.

On the 12th bullet point down (having to do with the removal of temporary and cached files), I used the Disc Cleanup app to remove the temporary files and ran WSreset.exe which I found on the internet to remove the cached files. How do I confirm that all cached files were removed?

Thanks again for your instructions and I will look forward to your response and any other suggestions for correcting my problem with my HP printer.

[Jeet_singh]

Hi @MAD-DOG,

Thank you for replying,

I appreciate your time and efforts,

I understand you are getting fatal installation error while installing the software on the desktop, don't worry as I have a few other steps which should help to resolve the issue,

Please follow the steps suggested in the support document for - HP Printers - 'Fatal Error' Displays During HP Software Installation (Windows) - Click here

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. 

If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.

If you wish to show appreciation for my effort, please click the Thumbs up icon at the bottom of my comment.

And I Hope you have a good day, Ahead.

Regards,

[MAD-DOG]

The Fatal Error message I recieve gives no error codes.  Just gives  a message saying the "failure occured during the installation" and an address. For example: c:\users\Larry.geek-PC

AppData\Local\Temp\7zS7BED\hpsetup.exe "-wStub"

[Jeet_singh]

Hi @MAD-DOG,

Thanks for the update,

Just want to check if you have followed the steps suggested in the previous post. If nothing worked, I would suggest you contact our HP phone support so that they can remotely take the control of your PC and help you check the settings. Please fill in the product details to get the tech support number.

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone numberCase number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

Regards,