HP M225 - "A fatal error occurred preventing product use" during install

[PotomacPcTech]

Printer was working fine for years but, even though it is configured it was static IP address, network scanning stopped working with a "cannot connect to scanner" error.  In an attempt to resolve this I removed all HP printer software and tried to reinstall the latest version available on HP.

The setup program fails with the attached error (both basic and full installs).  I have already deleted all traces of HP software under \Program Files, \Program Files (x86), Program Data, Users\xxx and scrubbed the registry but the error persists.

I can add the printer through Windows interface but I want the full HP scanning interface as well and need the HP setup program to work to accomplish this.

Multiple other computers can connect to this MFP and scan so the issue is isolated to my computer.

Any help would be appreciated.

Thanks.

[asmita6658]

Hi @PotomacPcTech

Welcome to the HP Support Community. I'd be happy to assist you with the scanning issue. 

Let's try these steps -

Download and install HP Print and Scan Doctor, it is a Windows tool to fix printer issues. 

If the issue still persists, try re-installing the printer driver -

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.

6. Open the run command with the "Windows key + R" key combo. 

7. Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”).

8. Click on the "Drivers" tab.

9. Look for HP Printer driver. If you see it Click on it and click “Remove” at the bottom.

10. Select Ok.

11. Select Apply and Ok on the Print Server Properties windows.

12. Close Devices and Printers Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here for Windows 7 (64-bit).

15. Click on the downloaded file and follow the on-screen instructions. 

If the issue still persists, check Windows Image Acquisition settings - 

1. In Windows, search for and open View local services.

2. In the Services window, scroll down the list and find Windows Image Acquisition (WIA).

3. Look at the Status and Startup Type values.

If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly. 

If the status is Disabled or no status displays, right-click Windows Image Acquisition (WIA), click Properties, click the General tab, select Automatic from the Startup type dropdown menu, and then click Start.

If the Start button is grayed out, go back to the Services menu, make sure Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper, and DCOM Server Process Launcher are running and set as Automatic, and then start WIA.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[PotomacPcTech]

I appreciate your response but if you read the details I provided, you will see the potential solutions you provided do not apply. 

But to answer your questions, WIA is running fine, HP Printer and Scan Doctor doesn't accomplish anything (the printer installs outside of the HP setup program so it isn't going to find any problems) and you said to reinstall the software when the whole point of my post is the failure of the actual setup program to run.

This is an issue with the HP setup program failing (error attached in original post) and I posted to try to get assistance from someone at HP to get around this error.

For whatever it is worth, I am an IT professional w/ 25 years experience.  All the basics were covered before I considered posting to the forum.

Thanks.

[asmita6658]

@PotomacPcTech

Have you tried disabling the UAC? If the issue still persists, try creating a new user account and check if the scan works. 

Let me know. 

[PotomacPcTech]

Asmita,

I was actually serious when I said I was an IT Pro w/ 25 years experience.  UAC is not enabled, installing under a different profile does not work.

The question is if someone from HP can help diagnose why your setup program is failing.  I assume something needs to be cleaned up from the original installation and this is why the reinstall process is failing.  This is not a checklist issue.

Thanks.

[PotomacPcTech]

And again, please note the issue is with the setup program, not just scanning.  I really do appreciate you attempting to help but I don't feel like you are reading the details I have provided.

[asmita6658]

@PotomacPcTech

I'd suggest you Contact HP in your region regarding this issue, so that they can take a remote access to resolve the issue. 

Have a great day! 

[PotomacPcTech]

I think it is safe to say we all know that contacting front line support is not going to resolve an issue like this. 

[asmita6658]

@PotomacPcTech

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Community.