USB Problem with HP Laserjet Pro M102w USB connection

[ADW1]

I bought a new HP Pavilion Desktop 5700-p010 and just set it up.  I then tried to install my 4 month old HP Laserjet Pro M102w using a USB connection but receive an error "Power surge on the USB Port: Unknown USB device needs more power than the port can supply."  I have tried 3 different USB ports on the computer and they all indicate the same error.  I then tried to install the printer using a WiFi connection but the HP directions state to first connect the printer to the computer using the USB connection to obtain the network settings, but that doesn't work since the computer will not recognize the printer connected to a USB port.  Any ideas?

[Chimney_83]

Greetings @ADW1, 

Welcome to HP Forums and Thanks for the post. 

I understand that you are unable to install the printer on your computer using USB connection as it gives an error "Power surge on the USB Port: Unknown USB device needs more power than the port can supply", is that right?

Kudos to you for trying to troubleshoot the issue on your own.

Not to worry, I will be glad to assist you. 

Request you open device manager on your computer by doing a right-click on the Windows button. 

Expand Universal Serial Bus Controllers in device manager. 

It will list a lot of USB generic Hubs. 

Uninstall all of them. 

Restart your computer. (This will refresh the USB controllers.

Have the printer OFF and disconnected.

Run HP Support Assistant on your computer to make sure all the drivers are updated. Click here to know about HPSA.  

Uninstall the printer software from your computer completely. 

Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)

Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)

Go to devices and printers, select any printer listed there and you will get some options on the top. 

Click on print server properties. 

You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there, if any.

Delete all the instances of your printer listed in devices and printers.

Restart the PC.

Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 

Type %temp% in the run box and click Ok or hit the Enter button.

It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files, ignore them).

If possible, delete the printer from the registries using Regedit or using any other 3rd party application.

Restart the PC again. 

Download the latest full feature driver from www.hp.com/drivers and install it on the computer.

Connect the printer to your computer only when the setup prompts for the printer. (Do not use a surge protector to power the printer.)

Let me know if this helped. 

[ADW1]

Thanks for the assistance.  After going through all of the steps outlined this evening, I unfortunately get the same error ("Power surge on the USB port") when I plug in the USB cable from the printer into my computer.  The computer just doesn't seem to be getting the normal or expected signal from the printer.

[Chimney_83]

Thanks for the reply, the issue you are facing is with the USB ports on the computer. Did you uninstall all USB controllers on the computer? 

Recommend you make sure all the Windows updates are installed. 

Run HP Support Assistant on your computer to make sure all the drivers are updated. 

Make sure to connect the printer to the rear USB ports on the computer and check. 

If the issue persists, please contact our phone support for any service options available for your computer/printer. 

Found an HP Article but it is for Windows XP. 

Did you try a different USB cable?

Keep me posted.

[ADW1]

The issue persisted so I called HP support and was put on Chat with printer tech support (Shane) this evening.  He spent two hours troubleshooting, taking remote control of both my desktop and laptop to try to resolve the printer issue.  Neither computer would recognize the printer.  Then he closed all my windows and logged off remote control; I don't know where he went or what the next step may be??  Seems like two hours wasted and I don't know how to get in touch with the tech rep for any final resolution...  I called the phone support line (after being given a case number) but keep getting routed to a recording in Chinese language.  Frustrating!  My printer is only 4 months old so assume it is under warranty but what is the next step?

[Chimney_83]

 Thanks for the reply and contacting our phone support.

I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options, if any. 

You should be contacted within 4 business days (Excluding holidays & Weekends). 

Response times may vary by region. 

Please send a Private Message, if you aren’t contacted within 4-5 business days.