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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎11-25-2020 03:07 PM - edited ‎11-25-2020 03:14 PM

HP Recommended
Product: HP Officejet Pro 8600 N911n
Operating System: Other

HP Software installation fails at "Add printer" step with error message:

 

"Cannot configure the device software."

 

Screen Shot 2020-11-25 at 1.59.32 PM.png

 

System:

  • MacBook Pro (16-inch, 2019)
  • macOS Big Sur 11.0.1 (20B29)

 

Steps to reproduce:

1. Reset printing system

2. Remove previously installed HP software (using HP Uninstaller.app)

3. Confirm printer has the latest drivers via printer's web page. Power down printer

4. Reboot router

5. Reboot computer

6. Power up printer

7. Add printer via System Setting using Airprint driver

7. Begin installation of HP-specific drivers and utilities:  Run HP Easy Admin.app

   (NOTE macOS 11 is an option)

Screen Shot 2020-11-25 at 1.48.37 PM.png

8. Install hp-printer-essentials-H-5_15_5_5.pkg

8a. Installation fails:

Screen Shot 2020-11-25 at 1.52.38 PM.png

 

9. Run HP Uninstaller.app again

 

Screen Shot 2020-11-25 at 1.54.52 PM.png

 

10. Download and attempt installation with HP Easy Start.app

11. Confirm that HP Easy Start sees the printer:

 

Screen Shot 2020-11-25 at 1.56.23 PM.png

 

11. Installation succeeds:

Screen Shot 2020-11-25 at 1.59.05 PM.png

 

12. Switching to HP Driver fails:

Screen Shot 2020-11-25 at 1.59.20 PM.png

 

 

Alternate Sequences

I have followed alternate sequences of resetting system printers, uninstalling, rebooting, and attempting install using Easy Start to add the printer (instead of using System Settings first and switching drivers). The failure to add printer occurs at the same point.

 

Please advise!

 

Category:
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