The driver for the OfficeJet 6500 e709n can no longer be installed on my ZBook 15v G5

[jausns17]

Hello,
i have tried to reinstall the driver for the HP Officejet 6500 Wireless All-in-One Printer - E709n (CB057A) on my Zbook (ZBook 15v G5) after scanning stopped working

I have tried everything in the meantime, working through the complete HP help (which appeared on the desktop after the installation error) including reinstalling Windows Installer, disabling all Windows services at startup (in msconfig), disabling the Antivirus system, etc. Several times I also tried to uninstall everything with the "Utility for removing HP Officejet software and drivers" (Scrubber) and restart the installation, without success.
I don't know what else to try, since I have installed the exact same driver on two similar PCs (both Windows 10 64 Bit Pro, latest updates, build 1909, no HP PCs) and had no problems.

System/network setup: all PCs Windows 10 (with latest updates, build 1909) all PCs connected via LAN, Printer also connected via LAN
The printer is also detected during the installation without any problems. A "fatal error" occurs at the very end of the installation.

I also tried this similar troubleshooting: https://h30434.www3.hp.com/t5/Printers-Archive-Read-Only/Officejet-6500-E709A-Fatal-error-during-ins...

Maybe someone has an idea what else I can try?

[jausns17]

Here I have copied the resulting error message:

---------------------------
Error situation code: 14684435
---------------------------
The following lines were retrieved from the installation error logs.

LaunchApp(X:\hpqtra08.exe -shutDown,1,00000000,00000000) failed with 2

EnsureValidPath(X:\Network64.msi.1) failed

MSIInstall() failed with 2

Exit code=2

Failed to get source autorun ID from autorun.inf

Failed to get destination autorun ID from autorun.inf

Failed to get source autorun ID from autorun.inf

Failed to get destination autorun ID from autorun.inf

LaunchApp(X:\hpqtra08.exe -shutDown,1,00000000,00000000) failed with 2

Failed to get source autorun ID from autorun.inf

Failed to get destination autorun ID from autorun.inf

Failed to get source autorun ID from autorun.inf

Failed to get destination autorun ID from autorun.inf

LaunchApp(X:\hpqtra08.exe -shutDown,1,00000000,00000000) failed with 2

Failed to get source autorun ID from autorun.inf

Failed to get destination autorun ID from autorun.inf

Timed out waiting for product finish event

Failed to get source autorun ID from autorun.inf

Failed to get destination autorun ID from autorun.inf

Failed to get source autorun ID from autorun.inf

Failed to get destination autorun ID from autorun.inf

LaunchApp(X:\hpqtra08.exe -shutDown,1,00000000,00000000) failed with 2

Failed to get source autorun ID from autorun.inf

Failed to get destination autorun ID from autorun.inf

Timed out waiting for product finish event

LaunchApp(X:\hpqtra08.exe -shutDown,1,00000000,00000000) failed with 2

Timed out waiting for product finish event

Whoa!!! Windows is being shutdown!!! (CProgressDlg)

Failed to get source autorun ID from autorun.inf

Failed to get destination autorun ID from autorun.inf

Failed to get source autorun ID from autorun.inf

Failed to get destination autorun ID from autorun.inf

LaunchApp(X:\hpqtra08.exe -shutDown,1,00000000,00000000) failed with 2

Failed to get source autorun ID from autorun.inf

Failed to get destination autorun ID from autorun.inf

Timed out waiting for product finish event

Failed to get source autorun ID from autorun.inf

Failed to get destination autorun ID from autorun.inf

Failed to get source autorun ID from autorun.inf

Failed to get destination autorun ID from autorun.inf

LaunchApp(X:\hpqtra08.exe -shutDown,1,00000000,00000000) failed with 2

Failed to get source autorun ID from autorun.inf

Failed to get destination autorun ID from autorun.inf

Timed out waiting for product finish event

---------------------------
OK
---------------------------

[Dragon-Fur]

@jausns17 

---

@jausns17 wrote:

Hello,
i have tried to reinstall the driver for the HP Officejet 6500 Wireless All-in-One Printer - E709n (CB057A) on my Zbook (ZBook 15v G5) after scanning stopped working

<content removed>

Maybe someone has an idea what else I can try?

---

Edits - Add section for TCP/IP near end of message

Maybe...

If you want something to try that takes care of itself:

Having offline, installation, or odd connection issues?

Use this version of the Doctor first:

HPPSdr.exe

Information / version file

HPPSdr.xml

-------------------------------------------------------------------------------

No Joy?

Full Feature Software

Download and Save - do not yet install...

HP Officejet 6500 Wireless All-in-One Printer - E709n -- HP Officejet Full Feature Software and Driv...

The normal uninstall - and maybe even "not so normal" uninstall procedure - might leave "something" behind.

Run through the following "Check / Remove" options and remove any left over bits of software.

Preparation / Information

Windows Updates

Before you install / reinstall printer software, do check and run Windows Updates.  Even if Windows Updates appears to have caused trouble in the past, it is always possible rerunning Updates again can resolve odd issues (for example, printer not recognized).

Create Restore Point

Before making any changes to your system, always create a Restore Point!

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

Control Panel > icon view > System > System Protection > 

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

OR

(As available)

Create a restore point now for the drives that have system protection turned on

Create

The Print and Scan Doctor – Which Doctor?

The Doctor can help with several issues, including driver, connection, and "jobs stuck in the queue".

HP Print and Scan Doctor for Windows

Wait!

Having offline, installation, or odd connection issues?

Use this version of the Doctor first:

HPPSdr.exe

Information / version file

HPPSdr.xml

HP Smart – The “Smart” Printer Application for Windows 10

Open the Software and Drivers Support Website for your printer

Check the Box Get the App

OR

Links to HP Smart software for Windows and Mobile devices,  includes an FAQ section

 HP Printers - Using the HP Smart App (Windows 10)

Windows key > All Apps > scroll down to category H > click on HP Smart

Optional: Right-Click on the application to Pin to Start and / or Pin to Taskbar

Reminder:  For best results, after installing, be sure to log into the HP Smart app.

NOTE

If you have trouble with HP Smart, uninstall the Application from Windows Start > All Apps > scroll down, find and Right-Click on HP Smart > Uninstall.  A new copy of the application can be downloaded / installed from the Windows Store.

Adobe Reader DC – Needed Whether You Use It or Not

If you have not done so,

Reinstall / Update your PDF Reader (Adobe Reader DC /Optional  Foxit Reader)

HINT:  Watch out for and UNCHECK unwanted extra software

Adobe Reader DC software should be installed even if you do not open / view / print PDF files directly from the software.

Oddities and Contributions

• Issue:  Missing EWS Options for Printer - HP Smart for Mobile (might be relevant to HP Smart for Windows)

Solution:  Reset printer to network defaults > Add printer back into network > “Forget” and then re-add the printer back into HP Smart Mobile Application.

Thread: HP Smart app Advanced Settings (EWS) option missing from HP Smart mobile apps w/OJ Pro 9020

• Fix for the dreaded error “Call to Drivepackageuninstall returns error 5”

TKB article contributed by  ShlomiL 

Call to DriverPackageUninstall error 5 returns during HP Device Software uninstall

Reminder – First Step “Run as Administrator” is crucial in Section: HP PC Solution

==================================================================

Printer Software – Blocked in Security Software

Check your Security Software to make sure the printer software is not being blocked.  Most Security software will allow you to make an exception for applications / software you want to use on your computer.

If you make changes to the security software setup, Restart your computer and log in.

Uninstall Existing Printer Software

Uninstall existing printer software from Programs and Features

Method One - Control Panel > icon view > Programs and Features >

Search or Scroll down

Uninstall the printer software

After the software is removed, Restart the computer and log in

If printer software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed

Check / Remove - Printer Drivers – Lurking in Devices and Printers

Check / Remove

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

Clicking on a printer, displays options along the ribbon (near the top of the Devices and Printers window)

Click Print Server Properties > tab Drivers

Click on Driver(s) in list, select Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

If any devices are removed, Restart the computer and log in

Check / Remove – Print Server Properties  / Printers in Print Manager

Check / Remove

There are several ways to get to this data - choose one with which you are comfortable and that works on your version of Windows.

Method – Print Server Properties

Control Panel > icon view > Devices and Printers > Left-Click on any printer device (even OneNote)

Along the horizontal ribbon, Open Print server properties > Tab Drivers

or

Windows key + r (opens "run" window) > type printui.exe /s /t2

Next

Left-Click on each printer entry > Highlight and Remove

Complete this action for every instance of every printer entry you find in the list you have open.

Click OK to save changes and exit the menu

OR

(Alternative) Method – Print Management

Pro versions of Windows:

Control Panel > icon view > Administrator Tools > Print Management

or

Windows key + r (opens "run" window) > type printmanagement

Next

Open Section Custom Filters > Open Subsection All Drivers 

Right-Click on each printer entry to Highlight and Delete

Delete / remove every instance of every printer entry you find in the list 

or 

Open Section Print Servers > Open Subsection Your computer (Local) > Open Subsection Drivers

Right-Click on each printer entry to Highlight and Delete

Delete / remove every instance of every printer entry you find in the list 

Check / Remove - Printer Software – Lurking in the Device Manager

Check / Remove

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

If any devices are removed, Restart the computer and log in

Check / Remove  - Printer Software – Lurking in the User Account

NOTE:  This is is generally only necessary when other options have failed.

Check / Remove

Clear Temp Folder in AppData

Method >> Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\Temp

OR

Method >> Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (It is expected that some files cannot be deleted, ignore these)

Restart the computer and log in

Clear HP Printer mention in AppData\Local\HP

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

Reminder: 

• HP Smart for Windows is an application - it is found in Settings > Apps > Apps and Features
• There is unlikely any "HP Smart printer software bits" from the application in your AppData folder.

Installation – Full Feature Software

• Open Category Software and Drivers (possibly subcategory Software-Utility) in your printer Support Website  
• Download-and-Save the Full Feature Software / Print and Scan Driver and Accessories or HP Easy Start Printer Setup for your Operating System version.

• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”
• After the software is installed, Restart the computer and log in

NOTES

If using USB, disconnect the USB cable between the printer and the computer before starting the installation.  Connect the cable when instructed to do so (toward the end of the installation procedure).

Where Supported:  Both the HP Smart Application and the Full Feature Software can be installed on the same computer.

==================================================================

Method - Create TCP IP port

Example:

How-to “Create TCP Port” Contributed by greenturtle

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
2. On your PC, go to Control Panel > icon view > Devices and Printers > Right-Click on the printer > Left-Click Printer Properties > Select the Ports tab.
3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
4. Type in the proper IP address for the printer.

This video resource will show you how to do it:
Create & Use TCP IP port

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)

==================================================================

Reference and Resources – (More) Places to find help, solve problems, and learn how to use your Printer

Printer Homepage – “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, User Guides / Manuals, Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP Officejet 6500 Wireless All-in-One Printer - E709n

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