Solved: Re: laserjet cp1025nw install dies with a windows error - HP Support Community

JPWADT · ‎04-04-2012

printer worked fine even with wireless, then stopped.

after removing the printer and attempting a reinstall - the install program dies while installing drivers and "HP Printer Software Installer has stopped working " message appears.

Any ideas?

Thx

kirkmegna · ‎01-08-2013

Alright, well this was a beast of a problem to say the least. I'm so relieved to be finished with this nonsense.

How it all started - a recap:

We changed the password on our wireless network as we were updating it for security reasons. I couldn't find ANYTHING that allowed for me to update the network details (password or SSID) directly on my printer and everywhere said I needed to uninstall and reinstall everything (and re-run the connect to wifi via USB). This is not the case - there is a much simpler solution which I will also cover at the end of this post. Anyway, as mentioned above, during the stage of installing device drivers, the installer crashes with the Windows message "HP Installer Setup Has Stopped Working".

How I fixed it:

1. Printed a configuration page by pressing down the 'resume' button for a few seconds and letting go. I took note of the following in the upper right corner:

Status: Not Connected
Network in Use: None
IP Address: 0.0.0.0

I got continued to wonder if I could connect to the printer directly through the ethernet port so I...

2. plugged in a cat5 from my laptop to the printer.

3. Printed a second configuration page. Now I got the following information:

Status: Connected

Network in Use: Wired

IP Address: 169.254.71.50

4. I opened my web browser and tried going to 169.254.71.50 but the page wouldn't connect. I recently just built a gaming computer and found a way to bridge internet from a wireless laptop to a wired device (http://www.youtube.com/watch?v=96Z1_6rX5qU) so I wondered if this would work with the printer.

5. Bridged my Wireless and Network connections as per the video above.

6. Opened my web browser and once again tried navigating to 169.254.71.50 and it WORKED! (Not sure if that IP address is unqiue to my printer, but printing a configuration report is the best place to find it.

7. I clicked on the Networking tab and then selected Wireless Configuration.

8. From here I was able to enable my wireless connection, updated my wireless password, and choose the wireless network I wanted to connect to! This is how you can update your wifi information without having to do a complete reinstall!!

9. I now unplugged the ethernet cable (as suggested next to the enable/disable radio buttons. My wireless printer light turned on and stayed on. I was now connected again!!

10. I don't think this was a critical step, but I also set up the ePrint mobile printing

11. I printed another configuration page, and could now see the following:

Status: Connected

Newtwork in Use: Wireless

IP Address: 192.168.1.115

12. I could now navigate back into the printer through my browser using that IP and was able to find and print to my printer wirelessly through my phone, but was still unable to print from my laptop wirelessly.

13. I inserted the original install CD, held my breath and clicked install. Holding your breath here is optional.

14. It asked how I wanted to connect, and as before I choose wirelessly. This time instead of asking me to connect the USB, it FOUND my printer on the network! I selected it, clicked continue and everything successfully installed!

Everything is now back to normal! I can use my printer wirelessly once again. PLEASE let me know if anyone needs more clarification on the above steps, or if something doesn't work for you because there is no other solution out there. Trust me, I spent HOURS AND HOURS looking. I hope this helps some of you!

Cheers,

Kirk

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Travis_C · ‎04-05-2012

Hello JPWADT

Do you receive any other errors during the install? Sometimes more specific errors are at the underlying issue. If you check out the article below at the bottom where is states "No, my error does not include a numbered code" and Step 2 provides details on checking Device manager. Also what operating system are you using?

Fatal Error

Don't forgot to say thanks by giving "Kudos" to those that help solve your problems.

When a solution is found please mark the post that solves your issue.

JPWADT · ‎04-05-2012

No error codes received - just the "HP Printer Software Installer has stopped working". This occurs during a new install or when I simply try to configure the wireless connectivity. Stops while installing drivers.

This happens on a THinkpad X120e and Windows 7. BTW - the USB driver works so I can print when connected...

Thanks for any help.

Here's the event viewer dump:

Fault bucket 2352848154, type 5

Event Name: BEX

Response: Not available

Cab Id: 0

Problem signature:

P1: HPLaserJetService.exe

P2: 7.15.635.0

P3: 4d39aa4e

P4: hppccompio.DLL

P5: 1.3.0.24

P6: 4c9685d0

P7: 000073bf

P8: c0000417

P9: 00000000

P10:

Attached files:

C:\Windows\Temp\WER9877.tmp.appcompat.txt

C:\Windows\Temp\WER98F5.tmp.WERInternalMetadata.xml

C:\Windows\Temp\WER98F6.tmp.hdmp

C:\Windows\Temp\WERD432.tmp.mdmp

These files may be available here:

C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_HPLaserJetServic_ba5e85c56c879be1944b46e5b56e59168961b6_0170e639

Analysis symbol:

Rechecking for solution: 0

Report Id: 288b2499-7f20-11e1-839c-e89a8f9746a7

pcwizard · ‎04-06-2012

Hi JPWADT,

Do you get the same issue when you attempt to install the printer on a different computer?

I am an HP employee.

Say Thanks by clicking the Kudos Star in the post that helped you.

Please mark the post that solves your problem as "Accepted Solution"

JPWADT · ‎04-06-2012

Havent tried to do an install on any other machine yet.

Interestingly, the printer appears on the wireless network, and I can ping it from my thinkpad, and print wirelessly from an ipad2.

narrowing this down a bit, it appears to be the HP app on my thinkpad.

BTW - was able to upgrade the firmware on the printer using the HP firmware process...

Thanks for any advice.

pcwizard · ‎04-06-2012

Hi JPWADT,

Did updating the firmware on the printer help resolve the issue?

I am an HP employee.

Say Thanks by clicking the Kudos Star in the post that helped you.

Please mark the post that solves your problem as "Accepted Solution"

JPWADT · ‎04-06-2012

no change at all - the app still stops at the same point in driver installation.

pcwizard · ‎04-06-2012

Hi JPWADT,

Let me know if you have the same issue installing the printer on a different computer?

I am an HP employee.

Say Thanks by clicking the Kudos Star in the post that helped you.

Please mark the post that solves your problem as "Accepted Solution"

kirkmegna · ‎01-08-2013

I've had the exact same issue for a couple of months now and still no resolution. I think I've tried just about everything. Is there no way we can access our printer through an ethernet connection to "turn on" and confirgure the wireless information?

kirkmegna · ‎01-08-2013

I litterally just solved this error! I'll be posting the solution on my post first and then copy it over here!!

laserjet cp1025nw install dies with a windows error

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