HP Solution Center cannot run because your device installation is not complete. After W 10 update

[moneywise]

the other day 10 did a massive update.  Up until then my printer was working well and no problems.  Now it's as though my printer does not exist.  I can still do copying on the printer but nothing connected to my laptop.

I get the message: HP Solution Center cannot run because your device installation is not complete.

At one stage my printer was WiFi and still has the WiFi light showing however for some time now I've had to use the USB port.  When the W10 update occured my printer was not plugged in so I don't know if that what has caused the problem but I don't know what to do now.

I did find a similar query while looking for a solution but it was relating to W7 and it suggested uninstalling the printer.  The steps for W7 seem to be different.  I tried some other solution to uninstal but...is it actually installed as it appears in grey on the screen?

Please help. I'm not particularly computer savvy so jargon is not helpful.

My laptop is HP Paviliion.

Thank you. Lyn Bell

[Dragon-Fur]

@moneywise

I am guessing that this is your Printer:

HP Photosmart Premium Fax All-in-One Printer series - C309

If NOT, that is, your printer is a slightly different model of the C309, then select:

• HP Photosmart Premium All-in-One Printer series - C309
• HP Photosmart Premium Fax All-in-One Printer series - C309
• HP Photosmart Premium TouchSmart Web All-in-One Printer series - C309

Open the Website support page for your printer >

Scroll down the page > Click (open) category Driver-Product Installation Software 

Download and save a copy of the Full Feature Software

Hint:  Scroll down on the Software and Drivers page to find "how-to" videos to expain the installation procedure.

Basic Instructions:

• Create a Restore Point 

Stop all programs:  Browsers, games, Applications, etc.

Control Panel > icon view > System > System Protection > 

Click (Highlight) your main disk (C) > Select Create a Restore Point

Good Reference:

How to Do a System Restore of Windows 10

• If using a USB cable between the printer and the computer, Disconnect the cable
• If you have not yet done so: Download and save a copy of the Full Feature Software
• Uninstall existing printer software from Control Panel > icon view > Programs and Features
• Restart the computer and log in

 Next:

• Open File Explorer window (formally Windows Explorer)
• Navigate to the Downloads folder > Double-Click on the software to install
• If using a USB cable between the printer and the computer, Connect the cable only when instructed to do so
• After the software is installed, Restart the computer and log in

Click Thumbs Up to say Thank You!

Answered? Click my post "Accept as Solution" to help others find it.

[moneywise]

Hi Dragon fur

Sorry to be a nuisance...I'm a bit confused.  I downloaded the software.  I wasn't sure if I need to unplug the printer or not.  I downloaded it then unplugged.

I continued reading and see I need to create a system restore. Is this necessary?  When I read about system restore it seems to restore W10...is that what I am supposed to do? I'm so worried about mucking everything up! Why do I need to restore W10 I thought it was my printer that I need to restore?

Thanks

Lyn

[Dragon-Fur]

@moneywise

Just ignore the part about creating a Restore Point.  Do not run a System Restore.  If you want to know more about the subject, You can read about it later.  

The printer should not be switched off nor should you unplug the printer from the electrical outlet.

Plug in the printer (connect the printer to an electrical outlet).

IF you use a USB CABLE to connect the printer directly to the computer, disconnect the USB cable.

If you do not know what a USB cable is, you are probably not using one...

Switch on the printer.

Wait for three minutes ...

On the computer:

Double click on the software package (that you downloaded earlier) to start the installation.

IF you use a USB cable to connect the printer directly to the computer, connect the USB cable when instructed to so do.

If you do not know a USB cable is, you are probably not using one and you can ignore the advice.

After the printer software is installed, RESTART the computer and log in.

Thank you for participating in the HP Community Forum.

We are a community of HP enthusiasts dedicated to supporting HP devices and technology.

[moneywise]

I found this explanation of how to and why do a restore helpful

https://www.windowscentral.com/how-configure-system-restore-windows-10

Now back to my problem...I'll report back. Thanks

Lyn

[moneywise]

Hi Dragon-Fur

I do know about the USB.  I unplugged and downloaded the software for the second time and this is what I got...no instruction for plugging in the USB cable.

NB: 24/7/17 I downloaded again. This time leaving the USb connected.  During the proicess I heard some promising noises from the printer but when I click on the printer icon it still shows the messdage:
HP Solution Center cannot run because your device installation is not complete

What do I do. Where do I go.  I saw someone had a similar problem with a different printer since the Windows 10 update.  They said they now have a large expensive paper weight on their desk and I have to agree. Unfortunately I recently bought a stock of printer ink. It all feels such a waste!!!

HELP ME PLEASE!!

Thanks Lyn

[Dragon-Fur]

@moneywise

You did mention that originally you were using Wireless.

If it is your intention that you do not use Wireless, switch off the Wireless radio on the printer.

Turn off wireless radio.

❑ Press Setup

❑ Highlight Network and press OK

❑ Highlight Wireless Radio and press OK

❑ Highlight Off and press OK

Which exact version of Windows 10 are you running?

Control Panel > icon view > Administrative Tools >

System Configuration > tab Tools >

Highlight About Windows >

Click Launch

Troubleshooting and How-to

See what the Doctor has to say about the setup:

•  Using Print and Scan Doctor to Help Resolve Printer Issues (Windows)

Print the information out for reference:

•  Printer Reports: Network Configuration, Self-Test, Status Page

Sections

1. Print a Network Configuration Page 
2. Print an Extended Self-Test Report
3. Print a Printer Status Report

How-to:  USB Printer Setup (Windows)

Reminder:  Disconnect the USB cable before installing software.

Setup Troubleshooting solutions: User Guide > Page 94

References

•  Printer Specifications for HP Photosmart Premium (C309a and C309c) All-in-One Printers
• User Guide

Printer Connectivty:

Connectivity

USB 2.0 Ethernet PictBridge Wireless 802.11g HP Printer Adapters with Bluetooth Wireless Technology (HP models bt450, bt500) (optional)

• Which Windows Operating System Version Do I Have?
• Using HP Diagnostic Tools for HP Printers in Windows

 

@ShlomiL - OP is using Windows 1703 -- does the issue in this thread relate to the recent policy change solution mentioned elsewhere?

@moneywise

I have asked a colleague to comment -- should there be a response, we will hear back.

Thank you for participating in the HP Community Forum.

We are a community of HP enthusiasts dedicated to supporting HP devices and technology.

[moneywise]

Thank you Dragon Fur for persisting with my query...

I disabled the WiFi as you instructed. I wasn't using the WiFi purely because a previous update caused problems and I could only use the printer with the cable.  Anyway, WiFi or not I want to be able to use the printer!

The Windows is the latest update and is 1703 (OS Build 15063-483) Updated 20/7/17

I had the Print and Scan Doctor on my computer so I started that and it updated to the latest version. It showed my printer but the box saying installed was blank so I downloaded from the scan doctor. Guess what I come up with the same message as before when I try to use the printer!!! See below...what do I do now??? 

[ShlomiL]

Hi @moneywise,

Please make sure the HP Digital Imaging Monitor (DIM) software is running, look for its icon  at the system tray, be sure to click the arrow icon to see invisible system tray icons too.

If it is not running search Windows for c:\Program Files (x86)\HP\digital imaging\bin, then press Enter. A window opens showing the contents of the bin folder.

From the bin folder, find and double-click hpqtra08.exe and the icon should be added to the system tray.

Allow up to 60 seconds, if any HP installation starts complete the screens and then try launching the HP Solution Center.

If the steps persists, try following the steps below:

https://support.hp.com/us-en/product/hp-photosmart-premium-fax-all-in-one-printer-series-c309/373719...

Please let me know if that may make any difference,

Shlomi