Installation problem with hp LaserJet Pro MFP M125nw

[Pisinoto]

I have a problem with you reinstall the drivers for the printer in the address for Windows 7, in fact, when I start the installation disc all goes ok until collects data from the installation site, when it comes to 99% appears to me making a serious mistake without any explanation (PC recognize the printer when it is connected). I tried several times to install, but to no avail. I even turned off the antivirus program but still nothing?
Please help

[Gemini02]

Good day @Pisinoto,

This is a great place to visit for Community and HP support! I would really like to be able to help you with getting the printer installed. 

I would suggest disconnecting the USB cable, uninstall, and reinstall the printer software. 

Immediately after connecting the USB cable, follow the steps in this document: A Fatal Error Displays During Software Installation.

This should resolve this error message.

If the issue is resolved, your welcome to show your appreciation by clicking the "Accept as Solution" and the "Thumbs Up". Let me know how you make out. Thank you.

[Pisinoto]

This I have already tried and does not work, even in the device manager does not have the printer icon, I tried the installation CD on another PC but the same thing, only on my second PC on which I removed the line drivers and works ok but the PC does not work and can not download the drivers , CD is not ok,. On the PC is working and recognize only a scanner, a printer not at all.

[Gemini02]

Thanks for getting back to me @Pisinoto.

Just to clarify, the one computer installed the printer software and can only scan, but the 2nd one isn't installing the software?

Please provide a screenshot of the Device Manager with the Universal Serial Bus Controllers showing the list underneath it.

Just take a screen shot and click on the icon above of the mountain picture and browse to the saved picture to add it to your reply.

Thanks!

[Pisinoto]

[Gemini02 · Accepted solution]

Thanks for providing the screen shot @Pisinoto.

If you disconnect the USB cable, do the two 'HP Printer' entries disappear?

If they do then the printer is partially being recognized.

Reconnect the USB cable and delete the two entries.

Then disconnect the cable again, please.

Try another USB cable if you have an extra one lying around, just to rule that out. Make sure you are connecting it directly to the computer.

 I have provided you with some steps for unlocking the Hidden Administrator Account and installing the printer on this account to see if that will help with this situation.
 
Note: Don't connect the USB cable in until prompted during the install.

• Go to your Start menu and under the 'search programs and files' box type CMD.
• CMD will populate as a search option above, just right click on it and 'run as administrator'.
• Once CMD (Command Prompt) opens, type net user administrator /active:yes and hit enter.
• Next, close CMD and restart your computer.
• When your computer comes on log into the new account that should show. It will be called Administrator and will not have a password on it.
• If your computer automatically logs into your account after the restart then go to your start menu and click the arrow beside 'shutdown' and choose 'switch user'. Now log into the Administrator account we just unlocked.
• Under the Administrator account, install the printer software.
• Test the printer.
• To turn off the Admin account start back at step 1 and type in net user administrator /active:no.

If you are still having this issue, it may be the User Profile. Create a new User and try installing the printer on that Account.

• Open User Accounts by clicking the Start button , clicking Control Panel, clicking User Accounts and Family Safety (or clicking User Accounts, if you are connected to a network domain), and then clicking User Accounts.
• Click Manage another account.
• Click Create a new account.

Keep me posted. Thanks!

[Pisinoto]

I was trying to do what you sent, after 3. times a driver is installed online, the CD did not work at all ... it seems to be something with the drivers disrupted ... many thanks!
All the best.

[Gemini02]

Hi @Pisinoto,

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 serial numbers and case details. In the forum beside your handle name, just click on the envelope to view it.

Thank you.

[Pisinoto]

Ok, I'll keep that in mind ...thank you.