HP Photosmart c309a will not re-install

[Ginny545]

I was having trouble printing with my HP Photosmart c309a. The print queue said the printer was offline. I did a few things that have worked before, unplugged the printer and plugged it back in, rebooted the computer, etc. So I decided to uninstall the printer and re-install it. This has worked in the past. I cannot get the printer to re-install. I download and installed the drivers, still would not re-install. I used the CD that came with the printer to try to re-install but it is saying that the Windows operating system is not compatible with this printer. I have Windows 7 (64-bit) and have been using this computer with this OS and this printer for four years with no problem. Any suggestions? The system did update yesterday. The OS is Windows 7, Service Pack 1, 64 bit.

[Tardis40 · Accepted solution]

Hi @Ginny545,

Thanks for becoming a member of the HP Support Forums. I understand you are having an issue with reinstalling the printer. I would like to assist you today with resolving this issue.

If setup as USB, please disconnect the USB cable from the computer. 

If wireless make sure the WiFi light on the right side  is on and solid. 

Here is a link to download HP Printer Install Wizard for Windows. It will check your system and find the best software to install.

The HP Print and Scan Doctor was designed by HP to provide users with the troubleshooting and problem-solving features needed to resolve many common problems experienced with HP print and scan products connected to Windows-based computers.  Including Printer offline issues.  Please try this before uninstalling the software.

Please keep me informed of how things went. 

If you require further assistance, let me know and I will gladly do all I can to help you.

Please let me know if this resolves the issue by marking this post as "Accept as Solution".
To simply say thanks, click the Thumbs up below! 🙂

Thanks.

[mkaymac]

I have tried every thing that has been suggested to reinstall this printer on a computer that it had been working on for 3 years.  None of the solutions worked.  I installed it on a laptop and it works ok on the laptop.

What is blocking it on the desktop?

[Tardis40]

Hi @mkaymac,

I hope you enjoy your visit to the HP Support Forums. I understand you are having an issue with re-installing the printer. I would like to assist you today with resolving this issue.

Your question about "What is blocking it on the desktop?", is not an easy answer.  It could be a firewall, old printer or scanner drivers in the Windows Regedit or many other things.

Please post the full product number and operating system in use on your computer. See the following, if you need help with that information.
How Do I Find My Model Number or Product Number?
Is the Windows Version on My Computer 32-bit or 64-bit?

Do you still have the install CD?

How are you connect the printer? (USB, Wireless...)

Please get back to me with above information, so I can help you better.

[mkaymac]

Product name     Photosmart Premium C309g-m

Operating system  Windows 7 Ultimate (x64) Service Pack 1 (build 7601)

As I said, I have had this printer for years, have had it connected to my current desktop since Dec 2013, and it has always worked fine.  After I got a new computer in Dec 2013, used the downloaded software in order to have the most current version.

For some unknown reason, it became necessary to reinstall it this year.  The first time this happened was several months age and the only way I was able to reinstall was to use the original CD and USB connection.  Worked ok until about a month ago when all of a sudden, it didn't. 

After several attempts with the downloaded software with "failure to install" messages, I tried the CD which didn't work either.  I gave up after trying the many solutions posted on the web site, none worked. 

After I calmed down, I tried again both with the current version and with the CD; no luck, either with wireless or usb.  Thought I would try to install on a laptop, using the downloaded software and wonder of wonders, it installed.   Just printed a photo to make sure and it did.

So I tried again to reinstall on the desktop, nothing worked.  Read Ginny545, post so tried your HP Printer Install Wizard for Windows which detected all 3 wireless printers on the network.  Tried to "add a device" (wireless) which it didn't.  Tried to add USB device and it wasn't detected after which the wizard uninstalled what I had left after getting the failure to install message. So I went through the install again until it said failure to install; this message comes after the printer has been detected and the network address is correct.   HP Print and Scan Doctor detects the printer then shows the full printer software is not installed.

As for old printer or scanner drivers in the Windows Regedit, I don't think that is possible.  I have 2 other HP AOI printers that I have been using for several years along with the photosmart c309.  All work.  I use a Cleaner that does clean some of the registry which I use after every time I uninstall the software for this printer. 

If it will install on the laptop, why not on the desktop?  Did Ginny545 get her printer reinstalled?

[Tardis40]

@mkaymac,

Please disconnect the USB cable

Solved: Re: Unable to uninstall/install drivers - HP Support Forum - 5350398

Please follow these steps in the order presented.

Clear Temp Files:

1. Click on your Start menu
2. In the 'search programs and files' box located right above Start after you click on it, type%temp% and hit enter on your keyboard
3. When the Temp folder opens, select Ctrl + A at the same time on your keyboard.Everything in this folder will now highlight.
4. Select the 'delete' button on your keyboard. The Temp folder contains temporary internet files. No actual files or folders on your computer will be affected by deleting the Temp files. Should a Temp file still be used than you will automatically get the pop up to 'skip' that item.
5. Close the Temp folder once it is emptied
6. Right click the Recycling Bin on your desktop and select Empty Recycling Bin.

• Download the drivers here. Do not run the installer.

Perform L3 Uninstall:

• If you're using a USB Cable connection between your printer and computer, please disconnect the cable now.

1. Click on your Start menu

2. In the 'search programs and files' box type %temp% and hit enter on your keyboard

3. When the Temp folder opens, locate the 7z folder. This is your HP Installer package.

4. Click on the 7z folder to open it. It will not have the same 7z folder name as the one shown in the image below, but will be similar.

5. When the 7z installer folder opens click on the UTIL folder to open it.

6. Click on the CCC folder to open it.

7. Lastly, scroll down and locate the Uninstall_L3 file. Double left click on the Uninstall_L3 file to launch the Level 3 uninstaller. Please follow the onscreen prompts to complete the uninstall.Restart your computer if prompted.

Once the Level 3 uninstall has completed successfully, please proceed to the next step.

Solved: Need help to COMPLETELY uninstall HP drivers & software fm p... - HP Support Forum - 498183

1) Click the Start Menu:

Open a command prompt or select Run (Vista and Win7 user, run the command prompt as administrator

Type:   net stop spooler <hit enter>

Type:   net start spooler <hit enter >
Type:   exit  <hit enter >

2) Open Windows Explorer and navigate to:

%systemroot%\system32\spool\drivers\w32x86

NOTE: %systemroot% is usually C:\Windows, but it might be "winnt" or something else; this is set when the OS is installed.  Most systems are like this  C:\Windows\system32\spool\drivers\w32x86

3) Inside the w32x86 folder there will be other folders and files.  Delete everything inside but DO NOT delete the w32x86 folder.

4) Restert the computer 

Install the software NOTE do not connect the USB cable until the software ask.

[Ginny545]

It did finally re-install. I wish I could help you with this problem but I am not sure what finally worked. As I said in my original post, I downloaded new drivers and that did not work. I found the CD that came with the printer and it kept erroring during the install saying that the printer was not compatable with Windows 7. I tried the CD several times because it looked like it had a 'bypass' to continue the installation but I kept getting the same error. I finally gave up turned the printer off and went to bed. The next day the printer was on and showed up on the control panel and was working. All I can say is it must have loaded from the CD even with the error warning popping up. Sorry, wish I had more information to help you.

[mkaymac]

Got to download the driver here - since you said do not run, I saved it and it went into the downloads location, not into temp.  Since it downloaded as an application, thought I would click on it.  When I did, got "the package is not intended for windows 7, 64 bit."

So I uninstalled and reinstalled again.  Somehow I found the Uninstall-L3 file and proceeded from there.  When I checked the w32x86 file it was empty.  Restarted computer again.  Reinstalled again with the same results.

I have been installing with a wireless connection, the printer is detected but then the install fails.  If I use USB, microsoft installer trys to install it.  Tried to turn the MSI off, but the HP installer turned it back on.

Maybe I should try again with the CD like Ginny and just leave it in the drive.

Glad Ginny succeeded.

[Drakster]

Hi @mkaymac,

Thanks for getting back to us.

Tardis40 is out of the office today so I thought I would jump in and help .

It sounds like you have corruption on your computer, in the Windows OS. 

Here's a question for you. When you try to install USB, you cannot have the USB cable connected to the computer prior to the installation prompting, otherwise, the software will not be able to detect the device.

Please try again:

1. Unplug the USB cable.
2. Reboot the computer and printer
3. Launch the HP Installer. 
4. Connect the USB cable when the installer prompts you. 

If you're unable to add the printer using the USB connection there is corruption that needs to be removed.

Try these steps: 

• Microsoft's MS Fix It Utility, Diagnose and fix printer and printing problems automatically.
• How to troubleshoot Windows Installer errors.
• Use the System File Checker tool to repair missing or corrupted system files. It is always a good idea to back up your data before proceeding.
• System file check (SFC) Scan and Repair System Files & DISM to fix things SFC cannot. 

If the issue persists, I would try this solution.

This behavior occurs if existed printer drivers are corrupt.
I suggest that you remove all the installed printers and reinstall the Windows 7 printer drivers if available.
  
Remove a printer
1. Click the "Start" button, type PRINTER in the search box and press Enter. 
2. Find the icons of installed printers, and delete them. 
3. Right-click on the blank part of the window, and choose "Run as administrator"->"Server Properties". 
4. On the Drivers tab, select the listed printers and click the Remove button. Please then select Remove driver and driver package.
5. Open Start menu, input APPWIZ.CPL in the Search box and press ENTER to launch "Programs and Features".
6. Try to remove all related printer software.
 
If the issue is not resolved, I suggest that you clear the printing sub system.
Step 1
======
Start Windows Explorer, and then rename all files and folders in the following two folders:
c:\windows\system32\spool\drivers\w32x86 
To rename a file, we can right click the file and select Rename.
 
Step 2 
======
1. Click Start, type REGEDIT in the Start Search Bar, and then press ENTER.
2. Navigate to and then click the following registry key: 
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environment\Windows NT x86 
View the list of subkeys. There should be only the following subkeys:
 
Drivers 
Print Processors 
If there are any keys other than those listed above, follow these steps: 
a. On the File menu, click Export. 
b. In the File Name box, type a descriptive name for this key -- for example, type WindowsNTx86regkey -- and then click Save to save it to your local Desktop. 
We can use this backup of the HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environment\Windows NT x86 registry key to restore the key if you experience any problems after you complete this procedure. 
c. Delete all keys other than Drivers and Print Processors. 
 
Step 3
======
Navigate to and click the HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Monitors registry key. View the list of subkeys. There should be only the following subkeys: 
 
BJ Language Monitor 
Local Port
Microsoft Document Imaging Writer Monitor
Microsoft Shared Fax Monitor
Standard TCP/IP Port
USB Monitor
WSD Port
If there are any keys other than those listed in above, follow these steps to delete them:
a. On the File menu, click Export. 
b. In the File Name box, type a descriptive name for this key -- for example, type Monitorsregkey -- and then click Save to save it to your local Desktop. 
 
We can use this backup of the HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Monitors registry key to restore the key if you experience any problems after you complete this procedure. 
c. Delete all keys other than the 5 listed above. 
 
Step 4. Disconnect the printer cable from the computer, and then restart the computer. 
 
Step 5. Reconnect the printer cable to the computer, install the printer according to the manufacturer's installation instructions, and then check if the issue persists.
 
You can also use these two articles to troubleshoot this issue:
http://support.microsoft.com/kb/2000007
http://support.microsoft.com/kb/933454

If all else fails, I would create a new administrator account and try installing again: 

• Fix a corrupted user profile.

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. Good Luck! 🙂