Photosmart C4700 - critical failure when trying to install on a new HP Windows 10 laptop

[Coastal68]

Hi,

I have a new HP 17x100na Windows 10 laptop. When trying to install my existing C4700 printer, using the latest installation software from HP website, it gets as far as the 'install software' stage then has the following fatal error:

After searching for a possible solution, the software says it has found and installed one - on continuing it tries to remove the software the HP installer uninstaller fails.

I've tried the downloaded truble shooter instructions to no avail. I've also followed some instructions about making sure the install is all removed properly before trying again. Everything I have tried gives the same errors when I try again.

Can anyone help please?

Thanks! 

[Dvortex]

Hello, @Coastal68 – Hope you are well 🙂

Thanks for your continued participation on the HP Forums! I’d like to help with your printer installation issue!

Try the steps mentioned below to perform a clean install of your printer and to fix the fatal error:

• First, unplug the USB cable from the printer if present.
• Go to Control panel – Programs and feature – Select all the HP Photosmart printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Restart your computer.
• Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.
• Once in device manager, click on the view tab in the top & choose “Show hidden devices”.
• Then from the device manager list, check the entries under “Printer”  – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device".
• Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says “Unknown device”.
• Once done, close device-manger. Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (there is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Open run again, type “%temp%” and press enter to get the temporary files. Delete all the files here. Skip the items which cannot be deleted.
• Now restart your computer again.
• Open the Run window again, type “services.msc” and press ok to get services window.
• Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.
• Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.
• Repeat the same exercise on “Function Discovery Resource Publication” as well.
• Click on http://ftp.hp.com/pub/softlib/software13/COL28119/mp-109702-3/PS_AIO_06_C4700_140_408-5.exe and install the software.
• Connect the USB cable only if prompted and follow the on-screen instructions to complete the installation.

Let me know if that helps!

Cheers 🙂

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[Coastal68]

Hi Dvortex. 

I have been through your suggestions - thanks.

- There weren't any printer entries - at least none that referred to this printer - there were some that referred to PDF printer queus / master print queus - I assume I didn't need to remove these?

- I did need to make the changes suggested in the services 

However, the result was exactly the same as before - both in terms of the install failure, and the uninstaller stopping before completion 😞 

Any other suggestions of what I could try?

Thanks

Gary

[Dvortex]

Hello, @Coastal68

Please run "Microsoft fix it" tool to uninstall the printer. Go to http://bit.ly/2nE0ssa to download and run the tool.

Once uninstalled the printer completely, run some cleaner programs such as "CCleaner, "Wise" etc. to clean up the registry. Restart the PC once done and click on http://ftp.hp.com/pub/softlib/software13/COL28119/mp-109702-3/PS_AIO_06_C4700_140_408-5.exe and install the software.

If the issue still persists, then try installing the printer using the Windows built in drivers.

Go to http://bit.ly/2jCVvNS and follow the "Step 3" to install the printer using the built-in drivers.

Please let me know if this resolves the issue, or if you require further assistance!

Good luck 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[Coastal68]

Hi,

Thanks for your continued help.

So, I tried the first suggestion - Microsoft fix it also crashed when trying to fix the problem, so the first suggestion failed.

I managed to successfully install the drivers using your second suggestion - however, when trying to print and selecting the printer the printing fails as it says the printer is offline. HP scan and capture app can't see any devices.

I ran the troubleshooter from the printers and scanners application, and it said that the printer was off (even though it is on).

So, progress has been made but I still can't use the printer yet.

Thanks

[Dvortex]

Hello, @Coastal68

Appreciate your efforts 🙂

Try to configure the port on the printer you installed using the windows built-in drivers. Here are the steps:

1. In the Devices and Printers window, right-click the name of the printer and then click Printer Properties.

   The Printer Properties window opens.

2. Click the Ports tab.

3. If the printer is connected using the USB cable, then click the drop-down menu, and then change the port from LPT1 to USB or DOT4. If there is more than one USB/DOT4 port available, select the USB/DOT4 port with the highest port number.
   If the printer is connected to the network, then simply enter the IP address of the printer as the port number.

4. Save the settings and then try to print.

Let me know if that helps!

Cheers 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[Coastal68]

Hi Dvortex,

When I select properties, I get a window that doesn't have a ports tab (see screenshot) so can't complete your suggestion.

Regards,

Gary

[Dvortex]

Hello, @Coastal68

That looks like a regular properties window. If you give a right-click on the printer icon, you will get "Printer properties" option. Please select that. 

Also, how is the printer connected to the PC?

Let me know if that makes any difference!

I'll watch for your reply!

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[Coastal68]

Hi

Sorry, my mistake. I have found the ports tab and there is an entry for the printer at port 192.168.1.75.

I am trying to use the printer over WiFi so not sure from your instructions what I should change.

Thanks

Gary

[DavidSMP]

Hi @Coastal68,

I reviewed the post comprehensively. Excellent troubleshooting, great resolve and persistence to try and correct the situation. Kudos to you for a job well done. As @ Dvortex is out of office for the day, I am jumping in to assist you. That is the port that you need to select. (TCP/IP PORT). I think the printer is already installed.

Please follow these instructions for further assistance to setup the printer on the wireless network from this user guide: http://h10032.www1.hp.com/ctg/Manual/c01705962 and visit pages 9 and 10 for further assistance.

Otherwise please follow the steps from this link: https://support.hp.com/us-en/product/HP-Photosmart-C4700-All-in-One-Printer-series/3794613/document/...   and check the section under FAQs and perform all the relevant steps that best describes your current situation.

Then please visit this link: https://www.youtube.com/watch?v=SCnYyq80V9g  and ensure that you assign a manual IP address

This should do the trick for you. please keep me posted. I will keep a watch for you reply.

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.   Please reach out for any issues and I'll be there to assist you. 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 

Take care now and have a splendid week ahead.