Unable to install device software & Print and Scan Doctor

[Juldegrotelul]

Hi all,

My old OfficeJet 7210 recently broke down and I replaced it with a second hand 7310. Because the model numbers are so close I expected it no software and drivers issues.

I hooked up my new printer to the network and added it in Windows. It was not auto-detected but it was found after entering the IP address. A test page was printed without problems.

The HP Solution Center, which I always used for scanning, however terminated with the notice telling me the printer was not installed correctly. I downloaded 'HP Photosmart and Officejet Full Feature Software and Drivers' from the HP website (AIO_CDB_Net_Full_Win_WW_140_408-5.exe) . But it doesn't install.

I tried removing all HP software using Add & Remove programs in Windows 10, but none of the uninstallers worked.

I then used Revu uninstaller to force the uninstallation, remove registry entries and related files from my hard disk.

Afterwards I tried again to install the above printer software but it still terminates with the same logging error:

Further details:

I also tried to run the setup from another location than the default location the temporary files are extracted to. The result stays the same. I also tried installing after a clean boot with all non-Microsoft services disabled, but to no afail.

Every install attempt this is written in the hpqrrx08.log:

Checking for the presence of the following registry key:

Interface\{122790EA-C72B-4B4F-87B2-E7E4EA9D2B13}

Interface Key missing, attempting to re-register

Attempting to open the following registry path:

Software\Hewlett-Packard\DigitalImaging\TrayApp\PlugIns

Did not find a viable entry in the PlugIns registry section

I tried also to run HP Print and Scan Doctor for Windows (HPPSdr.exe) but it also terminates:

My OS is Windows 10 Pro, version 1703. I originally installed the software that functioned with my old 7210 under Windows 7 and it kept working after I updated to Windows 10.

Can somebody help me to get this software installed so I can use the scanner?

[Dvortex]

Hello, @Juldegrotelul - Hope you are well 🙂

Thanks for your continued participation with the HP community! I'd be glad to help 🙂

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 Officejet printer entries and uninstall them. (Including the HP solution center)
• Restart your computer.
• Go to http://hp.care/2sk4rtr and download and save the full feature driver file (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".

[Juldegrotelul]

Hi Dvortex,

I already had been trying to run the setup file, that is extracted to a temp location, with different compatibility modes.

When I do that for the downloaded .exe file I get the following error:

I guess this means  the self-extracting executable is specifically for Windows 10.

In mean time I found the full log that is written when I attempt to install it:

hpzset_error33523033.log (pastebin)

HP Scan and Capture just lists my old Officejet 7200, although it was removed from my computer and not listed under 'Printers and Scanners' in Windows. If I try to scan from it, it says:  Connecting to ..... and then says 'General Failure'. When I manually add the IP address or Host name of the printer it is not found. When I enter the same IP in my browser I get the printer status page.

[Dvortex · Accepted solution]

Hello, @Juldegrotelul

Thanks for the update!

It looks like you changed the compatibility to Windows 7 (64 bit). I have mentioned to change it to Windows 8 or 8.1. Please try that.

If the issue persists, then try the steps below to install the printer:

·         First, unplug the USB cable from the printer if present.

·         Go to Control panel – Programs and feature – Select all the HP Officejet 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/COL30951/mp-110183-3/AIO_CDB_Net_Full_Win_WW_140_408-5.exe and install the software.

·         Connect the USB cable only when prompted.

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!