HP Solutions Centre application stopped working in windows 10

[KuchleiT]

recently got a message from HP Solutions Centre software that it could no longer function as the printer installation had not been completed.  Since I did not make any changes I was a little confused.  I followed all instructions from HP web site and support centre to do a complete reinstall.  Did that and it did not complete due to a blocked port UDF 427.  I reluctantly opened that port inbound and outbound and that seemed to correct things as the update seemed to proceed to the end.  However, once complete there was a message that there had been errors so the install back out.   Does anyone know what is going on here?

[TEJ1602]

@KuchleiT, Welcome to HP Support Community!

Firewall software helps block threats from outside your network, but some settings or configurations can block communication with network printers.

To determine if your firewall is causing the issue, use HP Print and Scan Doctor to temporarily disable the firewall, and then configure the firewall using your security software, if necessary.

Using HP Print and Scan Doctor, temporarily disable the firewall to determine if it is blocking driver installation or printer functionality.

1. Download and run HP Print and Scan Doctor.

2. Click Network.

   

3. Click Troubleshooting Firewalls.

   

4. Click the name of any firewall software that has an Enabled status, and then click Disable. Do this until all firewalls are disabled.

   

5. When all firewalls are disabled, install your printer software or try to use your printer.

   • If the installation completed, re-enable the firewall in the Print and Scan Doctor. For future installs, you can either temporarily disable the firewall each time, or you can continue to the next step and configure the firewall to allow HP programs.

   • If the printer functionality returned, re-enable the firewall in the Print and Scan Doctor, and then continue to the next step and configure the firewall to allow HP programs.

Let me know if this helps.

Please click “Accepted 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!

[KuchleiT]

Hi TEJ1602,

I have followed the instructions you provided as follows,

1. Uninstalled previous installation
2. Downloaded the latest version of the installation software for my printer "HP Photosmart Full Feature Software and Drivers - PS_AIO_07_C410_140_408-5.exe"
3. Download and run HP Print and Scan Doctor
4. Disabled the FireWall
5. Ran the above file to reinstall the drivers and software.
6. During the network testing phase I got the same mesage as before about the UDP427 port.  I chose to continue anyway.
7. The install process continued for quite some time and then ended with a message that the installation was not successful.  When looking at the details the first line lists "Error Situation Code 06927321".   I am unable to post the rest of the log details as the page will not allow a copy and paste of the information from the installation logs.  I can't find where the actual logs are either.
8. When I continue I finally end up on a screen that shows the following  "HP Install Error - Windows 8"  and says that a solution was successfully downloaded to my Computer.  When I click next the screen closes, the software installation is uninstalled and the system reboots.  (its a good thing that this messaging tool does an autosave or I would have lost everything above this line.
   

There are a few things here that bother me. 

1. I downloaded the Windows 10 installation file from the HP website but the final error messages talks about windows 8, Why?
2. I have opened Port UDP port 427 both inbound and outbound for all so this should nolonger be an issue.
3. Since this happened after a windows update I am not sure whoes problem this actually is.  What I am sure about that it is not of my doing and that HP and Microsoft need to get together to solve this issue.

I do appreciate your attempts to help but redoing this installation over and over is like hitting hour head against the wall and expecting it not to hurt the next time.

I am waiting for a workable solution but for now as the printer still works I can print but have lost the ability to scan and FAX without a working HP Solutions Centre App.

I will now re-enable my firewall, close the UDP Port 427 again and start looking for scanning software that will work with this printer.

[TEJ1602 · Accepted solution]

@KuchleiT,

Since the printing works fine, we can try alternate methods to scan and fax.

Below are the options to scan:

Option 1: HP Smart app (Windows 10): Search the Microsoft Store for HP smart to find and install this app. For more information, go to Using the HP Smart App (Windows 10).

Option 2: HP Scan and Capture app (Windows 10, 😎: Scan documents or photos from the printer or webcam. A full feature driver must be installed on the computer. For more information, go to Using the HP Scan and Capture App (Windows 8 and 10).

To configure the fax settings on your printer, you can refer to this link(Pages 16-36).

Let me know if this helps.

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!  

[KuchleiT]

Hi TJE1602,

Surprise surprise, both programs were already on my system.  Don't know how they got there but both seem to work, not as well as the Solution Centre, so I will use them.  Hopefully HP and/or Microsoft will come up with a solution to the installation problems for Windows 10 and HP will issue a new download file to do the install.  Somehow I doubt it though given that there is an application to substitue for the old one and the age of this perfectly good printer.

Anyway, enough complaining and a big thank you  for your assistance.

[TEJ1602]

@KuchleiT

I understand and I am glad everything is up and running.

Do get back to us in the future for any further assistance.

Thanks 🙂