Printer not being recognized (Error during connection)

[Niimy]

LaserJet Pro MFP M125a w/ Windows 10 64-bit

Summary:

Problem does not appear to be related to hardware as I can turn the printer on and off, connect the USB (as proven by running the HP Installer) and make a copy using the "copy" button on the printer (which uses both the physical scanner and printer functions).

I am able to enter the HP Installer and plug in the USB for the "connecting the product" portion but once it hits 99% (after a long time stuck there) it simply gives me an error. As my printer is installed in PT I will translate it to the best of my ability: "This installation took too long to be executed. This is a fatal error that prevents the usage of this product. Restart your computer and run this installer again. If the problem persists, check the website support for your product."

Details of what happened:

Today I attempted to print something without any sucess, I tried to get it to run at first with several basic methods like: turning it on and off, unplugging and replugging the USB and restarting my computer aswell, to no avail.

Disclaimer: The following methods did not offer any results besides connectivity issues and/or no change at all, so I will not mention this unless something different happened. I will list everything that I did in the order I did it in (since I attempted a lot of things before posting this).

Then I moved on to the next best thing I could think of and it all happened in the following order:

1 - Update the drivers/firmware.

2 - Run the HP Print and Scan Doctor, which I used to troubleshoot the problem.

3 - Reinstall the software using the HP Installer (unistalled all the programs related to my printer I could find and attempted to reinstall everything).

4 - Got to the connecting the product portion and was able to plug in the USB and start the process but once it hits 99% it simply states the error mentioned aboved.

5 - Looked up any online records of similar problems and how to fix them.

6 - Removed any programs and devices: from "Programs and Features", "Devices and Printers", used the run command to look for "printui.exe /s" and "c:/programdata" and deleted everything related to the printers or HP.

7 - Ran the HP Installer without Windows Secure, Firewall, Antivirus and without letting the printer go Idle.

8 - Ran the HP Installer in compatibility mode for Windows 7.

9 - Attempt to let Windows install a regular driver for it.

10 - Attempted to manually set up the printer using the list offered by Windows (was unable to find my model on the list even after updating it).

After trying all of these things I am still unable to get past the "connect the product" portion of the HP Installer and unable to have my printer recognized by the computer.

Any other answers to the problem will be greatly appreciated.

[sandytechy20]

@Niimy

Welcome to HP support community.

This might require remote access of the computer to fix this issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1) Click on this link - www.hp.com/contacthp/

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form. A case number and phone number will now populate for you.

Let me know if that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Niimy]

Thank you for the quick reply, however after attempting to follow your instructions the only help available to me is a Phone Support (fee based) or the forums. I assume this is due to the fact that my warranty has expired.

As you know I did access the forums and tried anything that could be a possible fix.

The printer has no hardware issues and installs/runs just fine on every other computer I have tested it on so it must be an installer/driver compatibility issue on the software portion which is entirely out of my hands.

Please inform if there are any other ways I can contact support that I'm unaware of.