Solution centre does not work and new install has fatal error

[Asherman]

Since a recent Windows update my Solution Centre does not work.  It says the device installation is not complete.

I ran the scan doctor v5, the printing section passed but scanning stopped with a registry issue.  The advice was to completely uninstall the printer and reinstall with the latest software.

 I uninstalled the whole printer, restarted the PC and installed the most recent version of the software.  During the installation process it failed - with a fatal error - and downloaded a fix for Windows 8!  I then went throught the process of installation again and this time it completed successfully BUT - the Solution centre still does not work, I now have TWO printers listed and only one with my wifi settings.  The one with wifi settings shows the following issues on the scan doctor.

Can anyone please help me?  Everything was fine until the Windows update last month.

[Rainbow23]

Hi @Asherman,

Welcome to HP Forums, this is a great place to get support, find answers and tips.

Thank you for posting your query, I'll be more than glad to help you.

I understand that you are unable to use the HP Solution Center after Windows update.

Let's go through a few steps to uninstall and reinstall the drivers:

Step 1: Uninstall the Drivers:

Please follow the steps provided to uninstall the printer software in the link: Uninstalling the Printer Software (Windows)

Also, please follow the steps provided below to completely remove the printer software from printer properties.

Steps to remove printer driver files from Print Server Properties:

1. Open the Print Server Properties dialog window by doing one of the following:
   • Click the Start menu and in the search field type 'printui /s /t2' (without the quotes), and then press Enter or click it in the search list.
   • Press WINDOWS-R on the keyboard to bring up the Run window, type in 'printui /s /t2' (without the quotes), and then press Enter or click OK.
   • From the Start menu or the Start screen:
   • Open Devices and Printers.
   • Select any printer and then click "Print server properties" at the top of the window.
   • Click on the Drivers tab.
2. Select the printer driver you wish to uninstall.
3. Click the Remove button.
4. Select "Remove driver and driver package" and click OK.

Step 2: Download and install the Drivers from the link: Full Feature Software and Drivers

Let me know how this works.
 

You have a good day ahead.
 

[Asherman]

Thank you but that did not work.

Once it reached the configuaring stage it took 10 minutes before it reported the fatal error. I took a screen shot of the partial error log, but I do not know where the whole log is stored.

HP Instal Error wizard 8.hta was then installed.  I ran that and the HP printer Wizard which kpet going in circles first finding the printer and then going back to a blank screen.

When I checked the system again the printer was installed but the Solutions Centre still does not work.

Once again the scan Doctor found TWO printers of the same name - one networked the other not. After the scanned was tested a couple of times this error was given.

Hope this helps.

[Dvortex]

Hello, @Asherman

I see that you were interacting with @Rainbow23. I'd like to be of your assistance 🙂

I see that you are having issues with the printer driver including the solution center after the recent Windows update. Solution center is an older software and hence may not be compatible with the new Windows 10 environment.

The issue might have been caused by recent updates on your computer. I would suggest you a workaround by changing the compatibility on the drivers. Follow the steps below (Check the fig below for ref):

• Unplug the USB cable from the printer and computer if present.
• Go to Control panel – Programs and feature – Select all the HP Photosmart printer entries and uninstall them. (Including the HP solution center)
• Restart your computer.
• Go to http://hp.care/2q2zGv7 and download and save the full feature driver file for Windows 10 (Do not run the file, just download and save it to your desktop or download folder)
• Now go to the download location, right-click on the driver file and select “Properties”.
• Under “Compatibility” tab, check the box which says “Run this program in compatibility mode for” and select “Windows 8” (In fig, I have selected Windows 7, but make sure you select Windows 8).
• Also, select the box “Run this program as an administrator”.
• Apply and save the settings.
• Now double-click and run the program.

NB: If the solution center is still not working, I would suggest you use HP Scan and Capture application to scan using your Windows 10 system. HP Scan and Capture is a simple application that captures photos or documents from an HP scanning device or your computer's built-in camera.  These images can be previewed, edited, saved, and shared to other applications as well.

Go to http://hp.care/2bUVkrw to download and install the Windows Scan and Capture app.

That should get the solution center working. Let me know!

Cheers 🙂

Please consider marking my post as "Accepted solutions" to help other users with the same issue to find a solution more efficiently. Click on "Thumps up" to give me "Kudos".

[Asherman]

@Dvortex  Thank you for the othe suggestion but that did not work either.

The same happened.  10 mins into configuring  it gave a fatal error. 

This time I recieved a compatability box and ran the troubleshooter whcih said that if was not caompatible with W7 64 bit (which I had prior to the W10 upgrade).  So I removed everythig again - excect one of the 2nd printers wil not uninstall.

This time I tried it with compatability set to W7, but when I tried to install the first mesage I got was " This package is not intended for W7 64 bit."

This is very frustrating and stressful.

FYI I also have a laptop running W10 (previously W7) but 32? bit not 64 bit. The solution centre on that works perfectly, despite all of the Windows updates.

[Rainbow23]

Hi @Asherman,

Thank you for your reply, I'll be more than glad to help you.

I understand that the issue occurs only on Windows 10 64 bit OS and not on 32 bit OS.

I suggest that you check the steps in the link: HP Solution Center Software Frequently Asked Questions (FAQs)

If the issue still persists, then you may need to contact HP phone support for further assistance at the link: www.hp.com/contacthp

You have a good day ahead.

[Asherman]

Thanks but as it is out of warranty they are not interested, unless I pay them.  It would be cheaper to buy a new printer!

I installed a couple fo new ink cartirdges today - the Printer accepted them as genine - the PC does not.

[Dvortex]

Hello, @Asherman

You mentioned that you changed the compatibility. You have mentioned that you changed the compatibility to Win 7 64 bit. 

Win 7 package will not work on Windows 10 environment. You need to change the compatibility to Windows 8 or 8.1. Please download the Windows 10 64bit driver for your printer and then change the compatibility to Windows 8 or 8.1. Follow the steps provided in my above post to do this and check.

Also, did you try using the HP Scan and Capture to scan? Go to http://hp.care/2bUVkrw to download and install the Windows Scan and Capture app.

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

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!

[Asherman]

I did change the compatibility to W8, but it gave the message that said it was not compatible with W7, hence why I then changed the compatibility to W7.  I followed all of your instructions.  I have downloaded the most recent  software and drivers from the HP site several times last week just to make sure.

I have been playing around myself and looked at the error message to try to work out what it was saying. Part of the error message stated it could not access a certain Reg key.  When I looked that was pointing to the D drive, so I changed that to C drive.  Same result.  I then took a risk and deleted all the Reg settings for HP, as well as all the software and drivers, and the temp drive where the installs where located.  Still did not solve it.  That time one of the error messages was something about it was for installed software only, probably because the install cannot access whatever it is trying to access initially.  BTW I did all of this with the anti virus turned off, so that is not affecting it either.

The HP AiO Printer Remote and the HP scan and capture works.  I think the AiO must have been downloaded with the update that caused the issues as I have not seen it before.  I only noticed it when I went to uninstall all the HP apps, as it worked I left that one on in case I needed it.

[Dvortex]

Hello, @Asherman

Glad to know that the HP scan and capture is working.

Solution center is an old program and hence is not compatible with certain Windows 10 updates. I'd hence suggest you continue using the HP scan and capture for your scanning needs.

Please consider marking my post as "Accepted Solutions" to help other users with the same issue to find a solution more efficiently. Click on "Thumps up" to give me "Kudos".
 

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Thank you again and may you also have a great day and even better tomorrow 🙂