P1102W - 'disk you inserted is not recognised' / can't disable Smart Install

[mollylollipop]

hi, i've searched the boards for possible solutions to this issue but none of them is working for me.

printer is connected by USB only and has been in use for around 3 years with no issues whatsoever, and on El Capitan without issue for around a year.

printer was showing as Offline in the print queue and when re-started gave the "disk you inserted is not recognised" message.

i have tried

• multiple USB ports
• multiple USB cables
• Mac and printer have each been re-started
• attempted to re-install the printer, but the Mac cannot see it
• updated drivers and firmware
• tried to disable Smart Install via a borrowed Windows PC using this method:

On the Windows computer, go to start, computer, right click the CD for the printer
and left click open in new window, go to util/siutility.exe/HP Smart Install Utility/
printer or PC - select printer/click disable.

however, util/siutility.exe/HP Smart Install Utility/ does not appear as an option.

files shown are: autorun.inf, internalsw.exe, product_version, properties.ini, SISetup.exe and Strings.dll

i'd be grateful for a solution to this as my printer's currently entirely unusable. thanks.

[MKazi]

@mollylollipop

Let me take a moment to thank you for posting on the HP Support Forums. 

I came across your post and would like to help. I read that you have an HP LaserJet Pro P1102w Printer and it is not working when connected via USB to your Mac PC. 

To provide an accurate resolution, I need a few more details: 

• Does the printer work when connected to another PC?
• Did any software changes or updates happen recently after which this issue may have started?

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Reset the printing system in Mac,
  
  Please try to print. If the issue persists then I suggest you to install the printer drivers which are released through the Apple update. The below steps will help:

• Please download the Mac inbuilt drivers from this link: http://hp.care/2flF56z.
• From System Preferences, click on Print & Scan.
• Click the Plus sign.
• Select the listed LaserJet Professional P1100w (This printer's drivers should work).
• Click the drop-down menu next to Use or Print Using and click on Select Printer Software.
• Select the LaserJet Professional P1100w​​​​​​​ from the list.
• Click OK to confirm your selection and add the printer, then try printing using the configured print queue.

I sincerely hope this fixes the issue. Let me know. Cheers! 🙂

[mollylollipop]

thanks for the response.

the printer has been tested and works when connected to a Windows PC - unfortunately i only own a Mac though.

there were no changes to software or any other updates prior to the printer not working.

i've tried resetting the printing system on the Mac. the printer does not appear as an option to reinstall.

i've downloaded the drivers, again the printer does not appear as an option to reinstall.

[MKazi · Accepted solution]

@mollylollipop

Thanks for your reply. I truly appreciate your efforts. 

Let us try one more time. Please follow the steps in the below order to have the printer installed:

1. Reset the printing system
2. Restart the Mac
3. Follow this guide: HP Printers - Installing a Mac Printer Driver Using Apple Software Update
4. In addition, download this driver: HP Printer Drivers v3.0 for OS X

Let me know how this pans out. Good luck! 

[mollylollipop]

that's great, the printer is now working again.

thanks for your help!

[MKazi]

@mollylollipop

You're most welcome. 🙂

I'm glad to know that the printer is working fine now. It is a privilege to share this platform with you. 

Happy Printing!