Unable to reinstall printer

[elmondo]

I have a small home network with some computers connected through powerline adapters and others wirelessly including a printer.

There are two printers which I would like to share:-

1. HP Officejet Pro 8610, Product No. A7F64A
2. HP Officejet 6500 E709n

Windows 10 updates appear to have caused massive problems.

My Officejet Pro 6500 E709n is currently connected by Ethernet network cable to a powerline adapter.

The host P.C. at this location,  is an HP Compaq dx6100 MT with a Windows 10 Pro 32bit operating system, version 1903, Build. 18362.418.

In order to reinstall this printer, I have downloaded from HP Support, the full software package - OJ_AIO_6500_E709_Full_Win_WW_140_408-5.

The previous software installation has been repeatedly and meticulously uninstalled using ‘Revo’ uninstaller, but the installation has consistently failed with the display that a “Fatal Error Has Occurred.”

The installation log is shown as follows:-

Error Situation Code 08632448

The following lines were retrieved from the installation error logs.

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 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

Launch App(X:\hpqtra08.exe -shutDown,1,00000000,00000000)

failed with 2

CSLPinterface::FindDeviceinTheNetwork:caught in exception,

Exception Code  : 0x80072733

Launch App(X:\hpqtra08.exe -shutDown,1,00000000,00000000)

failed with 2

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

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

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

LaunchApp(X:\hpqtra08.exe -shutDown,1.00000000,00000000)

failed with 2

Timed out waiting for product finish event

Device Manager – Printer Properties:-

The drivers for this device are not installed (Code 28)

There are no compatible drivers for this device.

To find a driver click Update driver.

I have tried to locate and install drivers but this has failed repeatedly.

If I can get the Officejet Pro 6500 E709n successfully connected first through a network cable, I will then address the issue of the connection by wireless of the HP Officejet Pro 8610 as this reinstallation has also failed.

Positive help is URGENTLY required.

[Raj1788]

@elmondo

I recommend you delete the driver at the root level and Install the drivers, follow the steps below:

Remove the USB if connected

1.) In Windows, search for and open Programs and features 

2.) Select your HP Printer 

3.) Select Uninstall 

4.) In Windows, search for and open Devices and printers 

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose `Delete' or `Remove Device' 

6.) Open up the run command with the "Windows key + R" key combo. 

7.) Type printui.exe /s and click Ok. (Note: there is a space in between "printui.exe" and "/s") 

8.) Click on the "Drivers" tab 

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers 

Then, Click on this link: https://support.hp.com/in-en/drivers to download the drivers.

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Welcome to the HP Community.

Have a great day!

Cheers:)

[elmondo]

Hi Raj1788,

Thank you for taking the time to look at my HP Printer problems (I have two)!

I've followed your clear instructions, uninstalling the software and found that there were two copies of the drivers located in the printer server, when I then removed both.

I have downloaded a fresh copy of the installation software from HP support and installed as required by the installation wizard.

Sadly, when the installation process reached the "configuring product" stage, it churned on for a length of time, before showing the notice "Fatal Error during installation."

Have you any other suggestions please?

Thank you,

Elmondo

[Kumar0307]

@elmondo

Let us try these steps: 

Run HP Print and Scan Doctor to diagnose and fix any driver issue

Click here to download the file. Once downloaded, make sure to run the file to start the installation and click on 'Fix printing'.

​​​​​​​If the issue persists, proceed to the next step.

Use HP Smart app to print and Scan

Click here to download and know more about the app.

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!