Officejet 4500 installation failure on Windows 10

[DavidCyr2000]

This failed installation was for a Wi-Fi connected printer.  The installation worked with a USB connected printer configuration, but failed when configuring the remote printer configuration.  The printer was previously set up and working for other PCs, but during this failed remote setup, it removed the printer connection to the router, so other PCs can no longer use the printer.

This phase ran for 15 to 20 minutes before failing.

Oddly, the installation program thinks it is installing on a Windows 8 computer.  It is actually Windows 10.  Windows 8 has never been used!

Once the install fails, it removes all software including destroying the printer’s connection to the router!

The troubleshooter added no value in determining the problem.

The installer (uninstaller) reboots the computer without asking, so everything that was open was lost!

On the 10th try to install the printer, we set it up as a USB-only configuration that went to completion.  We then added the Wi-Fi function that seems to have completed without uninstalling everything, but when trying to run the "HP Solution Center", we get the message that the installation is incomplete.  We can print, but cannot scan initiated from the PC.  When initiating a scan from the printer, the Windows 7 laptop is in the "destination" list, but not the Windows 10 PC.  The Windows 10 PC used to work properly, but scanning stated failing in ~September, 2019, so we downloaded the current printer driver and attempted to reinstall the printer.  

We then ran the HP Print and Scan Doctor.  No help there.  My old Windows 7 laptop installed the printer and works fine, but no luck with Windows 10.  All Windows updates were applied and we're using the latest printer driver.

[Kumar0307]

@DavidCyr2000, Welcome to the HP Support Community!

Apologies for the inconvenience. If you are able to print but not scan, Install HP Smart app to scan

Click here to download and know more about the app.

Alternatively, you may also use HP scan extended

Click here to download the app. Once it's downloaded and installed, go to Start > All Programs > HP > HP Scan Extended > Run "HP Scan Extended"

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[DavidCyr2000]

The "HP Scan Extended" downloaded and installed OK, but it did not create a desktop shortcut, and it took a while to find the executable.  WORSE, the app does not create a PDF that is readable.  i.e. the scanned document output is like a JPEG and there is no OCR text.  The "HP Solution Center" that came with the OfficeJet 4500 G510n-z did the OCR conversion, so "HP Scan Extended" is not a solution.  

The other app you suggested is so well hidden in the web pages that it couldn't be found with 15 minutes of searching.

The  "HP Solution Center" that comes with the printer driver does not install on Windows 10.  Resolving this issue would be the right solution.  The  "HP Solution Center" does install correctly on Windows 7, but not on 10, even with the latest printer driver and all available Windows 10 updates.

[Kumar0307]

@DavidCyr2000

If you need the OCR feature, you will have to use the HP Full-feature software. Try creating a new user account on the PC and install the HP driver from here to check if the issue persists.

Temporarily disable any Anti-virus programs on the PC.

Keep me posted.

[DavidCyr2000]

 We tried to install the driver in a new user environment, but all users use the same drivers, so it made no difference.  What we also did was remove and re-add the printer in Windows Settings / Printers and Scanners.  We then ran the HP driver install again, installing the printer as:

1) a remote printer, but the HP Solution Center can't find the printer when remote, and,

2) a locally attached printer.  The scanning works acceptably when USB cable connected.

3) We then updated (added) the remote connection definition with the install program.  Locally attached, scanning still worked, but,

4) We again ran the remote connection definition and removed the USB definition, which is an installation option.  In this case, the HP Solution Center says it can't see the printer, so the Solution Center won't start.  It gives the same message as above, saying the installation is incomplete.  The difference this time is that the install program did not fail and did not remove the driver.  It appeared to complete properly, even though it still can't see the remote printer.

[Kumar0307]

@DavidCyr2000

That's unfortunate. I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction with our HP Support team.

I would request you to contact them for further assistance.

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

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

Keep me posted for any other assistance.

[DavidCyr2000]

There is no place to describe the issue on this web site.  The printer is outside warranty, so I suspect HP support doesn't want to hear from me.

The problem has to do with the HP Printer Driver, not the printer, so I would expect support from HP, but...   

Can you please forward the "HP Support Community" link to the appropriate support people at HP?

Thanks!

David Cyr

[DavidCyr2000]

Below is the error log that is produced at the end of the failed driver installation.  The next step was downloading something that is supposed to be a "solution", however, the tool thinks it is running on a Windows 8 operating system, when it is actually Windows 10.  Lastly, the failed driver was backed out leaving nothing.

[Kumar0307]

@DavidCyr2000

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).

[DavidCyr2000]

Your support people are useless.  I said the driver doesn't install in Windows 10, which has nothing tpo do with the hardware, but this is their answer: " I regret to inform you that your unit has reached End of Support Life, which means that HP no longer has access to hardware or software to repair or replace your Unit. Past customers I have spoken with have been successful in taking their unit to a local computer repair shop or purchasing replacement parts from a third party."

Your driver download website provides a Windows 10 driver, so obviously it is supposed to work with Windows 10, but it doesn't.

I responded to their message indicating there was nothing wrong with the hardware, but have not had a response.

Not impressed.