Hello, HP!!!! Attention HP All-in-one users: massive problem with software!! Is it a virus??

[ucyimb4u]

My email to the CEO got me an immediate call from the HP Executive Office.  They wanted to follow up with my complaint about the serious problems they have with the software of their AIOs.  So I had high hopes when I called them back.  As soon as they heard I had a case manager, they wanted to route me back there--even though I told them I won't speak with my case manager.  The Executive Office isn't interested in solving the problems, they are looking for somewhere to route you so they don't have to deal with you.  Another hopeful lead crushed.  <sigh> 

I don't know how to get them to focus on their problem software and the large and growing group they are alienating.

[DrKate]

Also, tried their so-called fix.  Another waster of time and dashed hopes.  If this all-in One L7780 was a car, we all would have been protected under the "lemon law".  Why can't HP see there is a problem?  What ever happened to customer service and quality control.  I guess that is un-American to even expect. Surely HP can see there are more than a few unsatisfied customers.  When someone called me at home, allegedly being directed from the President's office, the person was rude, played background music each time I tried to explain my problem, and kept telling me it was my problem and not an HP problem.  Then, later he went on to blame MS XP, then it was Dell's problem.  Will someone please explain, why I can print, copy and fax with no problem, but cannot scan.  Surely if it can communicate to execute all those items, it is not a problem with other people. In between when they spoke  I was told it was not a wide spread problem.  And he inferred only those people who stir up trouble use the HP Forum.  Hey HP why put up the forum at all if you don't want to know how people are satisifed or NOT with your products.  I was insulted.  They continue to email regular update patches, none of which will even download.  Errors keep showing up after the attempted download.  THis has been going on for over a year now.  I teach in a university, and I am a  president of teachers union, one thing you can be sure of, I will never recommend to any of my colleagues or students to buy an HP, not even if they gave them away for free.  Its not worth the grief and lack of support.  It is obvious HP no longer takes pride in their company, or they would have resolved many of our similar problems right from the start.  Where is their Board of Directors????? Certainly they can surf the net to see how satisfied customers are with HP. Hey BOD's it may be time for a new CEO who can take the time to look at their own website and actually care about his customers. THis one has had plenty of opportuntity and from the complaints on this forum, it is obvious he doesn't really care.

[Elizabeth217]

>>I was told it was not a wide spread problem.  And he inferred only those people who stir up trouble use the HP Forum. <<

So we're a bunch of trouble makers, are we?  Hmph! 

I never visit these kinds of forums... I am an old lady who could care less about these tech boards.... unless (and until) I am having a problem with a product I've purchased ... So that makes me a trouble maker, HP?

This is only my second post to this forum. I only came here because I was having a genuine problem trying to scan using the HP Solution Center software that came with my C4480 all-in-one printer.  (Thanks to some of the good people on this forum I can, at least, work around HP's useless "Solution Center" and scan with my computer's "Paint" program instead...)

HP's software still gums up when I try to scan, and I've tried everything... uninstall, reinstall, etc. The printer itself scans fine on it's own, so this is, most definitely, an HP SOFTWARE PROBLEM! Own up to it and fix it, HP, or you will start losing a lot of customers.

Message Edited by Elizabeth217 on 05-16-2009 10:24 AM

[dgooden8]

Elizabeth,

Go to page 8 of this forum and look at Sammix's post.  This may help you.

It worked like a charm for my all-in-one.

Dana

[RML]

The virus is the apathy of HP.  My G85 has NEVER scanned to Word without jibberish as a result so after hours and hours and days trying to solve this problem by myself and with HP support, I finally fired a letter to HP headquarters and they called my answering machine so I called back.  I got a young lady who basically talked down to me as though I were the village idiot.  I was SO frustrated but I kept my cool until I realized how frustrated she was so it was like **bleep** for tat. I asked to speak to a supervisor but was told the super would tell me that same thing she did and after I asked her if she was not going to get a super she said one would call.  Never did.  I personally think HP has given up the ghost for their products and I firmly believe that Brother is the brand to get new and NEVER use nor buy HP again.  I own five HP printers that have all worked perfectly but they are not AIOs except for the 2410 that is very limited to performance.  It and my G85 are office peripherals that are in my home but neither can scan to Word without jibberish.  The virus is apathy from HP that is never going to get better.  They offered to sell me a new AIO for a $50 discount but I only want my G85 to scan properly. When will they ever learn that in order to maintain good relations with the buying public is to maintain their products and make them work.  Now.......does anyone have an idea how to get my G85 to scan to Word without scrambling the text?  I have installed Readiris Pro9 on the computer but it didn't help. 

[HPL7680User]

Well guys there is some good news finally from the Mudville 9

Thanks to the Mircosoft guy telling us about the latest updates for the L7780 AIO, I went back and uninstalled everything and then resinstalled it along with the new patches and after a week of using it, it is still going strong.

The scanning works great from the HP Solution Center and I am no longer being asked to reinstall my software or the classic it cannot find the HP machine error.

I am using Vista 32 bit and will try it on a 64 bit laptop here soon.

I will say the new software seems to work much better and has a nice little popup that shows you how much ink you have left when you print something.

Please let me know if I am the only one who has this working.

thanks

[MelanieS]

Does anyone know of a patch similar to the one for the L7780 AIO for the Officejet J4260?  I'm running XP SP2.  I've installed all the updates I'm aware of to no avail, but I'm willing to try anything at this point...

Thanks!

[ucyimb4u]

Calling the support phone number is not worth the trouble.  Working with a case manager is a fate worse than death. 

As a last resort, I sent a description of my problem in through the email help link.  Yes, I had to go through steps with them that I had already done with the phone people, but eventually they zero'd in on having me reinstall their software.  I was dubious that this would accomplish anything.  And, one of the phone techies had already done this, but she was a bit hasty and didn't realize we had to re-ipl after the install to get things to work.  So, I took the uninstall steps the email folks sent, went through them, reinstalled from scratch, and now things are working!!!

I can put 4 slides in the TMA, get the preview scan, manipulate each slide for color cast, sharpness, shadow and highlight detail, etc, then let it churn and it will process all 4 slides.

My case manager originally said only Mac would support 4800 ppi scans, and now we have proved that wrong.  And I was in control of changes to my machine, which is soooo much better than having their 'techies' take over.  I take back most of the bad things I was thinking about HP.

If people who are having problems haven't tried the email support, they seem to be more on the ball than the other groups I worked with.  They got me up and running.  I hope they can do the same for you.

Message Edited by WendyM on 05-18-2009 05:29 PM

Message Edited by ucyimb4u on 05-18-2009 02:39 PM

[samsara]

I have tried the email support SEVERAL times without any luck whatsoever.  They have given me some very long and involved instructions which I have followed without success.  They are blaming my computer but funny, I have tried to install the printer on a standalone (2) and my main computer - all without being able to keep the software operating.  I have given up and purchased a Brother all in one and it is just fantastic.  Quieter, cheaper to run, more user friendly and also goes up to A3 size - all for the same price.  Bye bye HP you have lost a Corporate and private follower of many years.

[CM1312MFP]

I had this issue where I work with an HP all in one color laser 1312mfp nfi.  I found some instructions on how to fully uninstall the printer software from control panel and more importantly the registry.  Not too happy at the prospect of constantly having to pry this software off our PC's and puy it back on so I hope this does not happen often.  Our printer worked fine for months then one day.  Device not found, Poof, no more scannig.

Here it is if HP tech is here and has better official solution please speak up.

This is not my solution I forget where I found it but it did work the printer is scanning again.  This is a vista solution, steps for XP are similar but may not be exact.  I didn't back up my registry like it says but I live dangerously.

1. Uninstall all HP software in Control Panel\Programs and Features
2. Power the printer off
3. Rename or delete these HP folders:

C:\Program Files (x86)\Common Files\Hewlett-Packard
C:\Program Files (x86)\Hewlett-Packard
C:\Program Files (x86)\HP

4. Type regedit.exe in the Start Search field, right-click regedit.exe and select Run as administrator and select Continue at the prompt.
5. Delete these HP registry entries:

IMPORTANT: Export these keys before deleting them. Deleting the wrong thing will ruin your week.

HKEY_CURRENT_USER\Software\Hewlett-PackardHKEY_LOCAL_MACHINE\SOFTWARE\Hewlett-Packard

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Hewlett-Packard

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\HP

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environments\Windows x64\Drivers\Version-3\HP Deskjet F4100 series

* delete only HP printers

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environments\Windows x64\Print Processors\hpzpp5ha

* delete any entry here that looks like they are from HP.

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Monitors\LIDIL hpzll5ha

* delete any entry here that looks like it is from HP.

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Printers\HP Deskjet F4100 series

6. Type firewall.cpl in the Start Search field, right-click firewall.cpl and select Run as administrator and select Continue at the prompt.
7. Click "Change settings" and set it to OFF
8. Type services.msc in the Start Search field, right-click firewall.cpl and select Run as administrator and select Continue at the prompt.
9. In services.msc stop "Windows Firewall"
10. In services.msc stop all services associated with your anti virus.
11. Download the most current release of the "HP Deskjet Full Feature Software and Drivers" for Vista x64 from HP
12. Install the printer software. When prompted to plug the printer in, turn it back on and the Install completes.
13. Reboot
14. Type firewall.cpl in the Start Search field, right-click firewall.cpl and select Run as administrator and select Continue at the prompt.
15. Click "Change settings" and set it to ON