Officejet 6500 E709n problem with windows 10

[Cutee]

I have recently upgraded to Windows 10 from 7 and when trying to download the full version of printer driver software from HP website, I keep getting fatal error at the very last part of the installation of the software (error situation code 25712838).  This has happened on 3 occasions and says it has found a solution to the problem (something to do with 'HP installation error - windows 8' and I have never installed windows 8 on my computer!).  Unfortunately the solution which gets downloaded onto the computer doesn't work and then proceeds to delete the software. 

Can anyone help with this problem as I am loathe to ditch the printer just yet?

[Sunshyn2005]

Hi @Cutee, and welcome to the HP Forums! 

I would be happy to help you install your Officejet 6500 onto your computer running Windows 10. I understand that currently you are seeing an error during the last part of the install and despite your efforts the issue persists. Please complete the suggested solutions presented in the following document and let me know the outcome of your efforts: HP Printers - A 'Fatal Error' Displays During HP Software Installation (Windows).

If this resolves the issue, please click the Accept as Solution button below. If the issue continues, let me know and I will do all I can to help. 

Thanks. 

[Cutee]

Thanks for your help so far.  Software now seems to to have been installed without a fatal error, but the 'HP imaging device was not found'.  I have tried all the remedies in the HP Solution Center, but without success.  I think I may need to install the HP Photosmart software which is on a CD for Windows 7 - can I use that or is there new software for Windows 10?

[Sunshyn2005]

Hey @Cutee, glad to hear we are making progress! The software on the CD probably many not be compatible with Windows 10. Instead, let's run the Printer Install Wizard. The HP Printer Install Wizard automatically finds the best available print driver for your HP Printer. It is available only for Windows 10, 8, and 7. 

Please be sure to let me know if this resolves the issue. Thanks. 

[Cutee]

Done as you suggested.  Unfortunately this only gives me a basic driver for the printer and I can't print .jpg or .pdf files, which I need!!  Is this the best that's available for a printer thats only 3/4 years old?  I'm not very impressed.  Please let me know if there is anything better before I ditch this printer and regrettably have to buy another one which is compatable with window 10!

[Sunshyn2005]

With a basic driver you can still print .JPG, or .PDF files. Are you seeing an error message when you try to print a .JPG, or .PDF? 

[Cutee]

No error messages are appearing.  I only seem to be able to print from Microsoft Word, Excel etc.  Also all the printer properties previously available in Windows 7 are inaccessible in 10.

[Sunshyn2005]

Hi @Cutee, how are you initiating your print dialog box? The print properties should be accessible just the same as they were in Windows 7. 

I suggest using the following steps to delete the printer from device and printers, and the driver from the server properties.

1. In the ‘Devices and Printers’ folder

2. Choose ‘Print server properties’.

• Win XP – With no printer selected, click ‘File’ then ‘Server Properties’.
• Windows Vista – With no printer selected, press ‘Alt’ then click ‘File’ then ‘Server Properties’.
• Windows 7/8, 8.1, and 10 – Select any printer in the ‘Devices and Printers’ folder and click ‘Print Server properties’ above.

3. Click on the ‘Drivers’ tab at the top of ‘Print server properties’ window

4. Choose the printer you want to uninstall and click ‘Remove’

5. Choose 'Remove driver only'

6. The next screen will give a warning, letting you know that deleting the driver package will remove it from the system. Click ‘Yes’ to say that you are sure you want to do this.

If documents are stuck in the print spooler, you may see an error, cancel any documents pending in the print queue, or try restarting the print spooler, then try to remove the driver from ‘Print server properties’ again. If it still won’t remove the package, restarting the computer and the printer should resolve this ‘in use’ error and allow the driver to be removed.

• If the you continue to get an 'in use' message follow the steps in the document here; The Specified Printer Driver is Currently in Use

After the driver is removed, open Start > All Programs > HP folder > Printer folder > HP Setup and Software (or the printer icon).

The Setup and software screen will open and you can click on Connect a new printer.

Thanks, I look forward to hearing back from you.

[Cutee]

Tried what you suggested, but process ended up deleting hp sotware completely.  I have re-installed basic driver software and all seems well with .pdf printing but still cannot print .jpg files.  I have just about given up un getting this printer to work properly, given thew amount of time I have spent and frustration.  Not a good advert for HP printers, and I dont think I'll be buying another one!  Thanks for your help anyway, at least its working of sorts.