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HP Photosmart C6380 All-in-One Printer support

HP Solution Center Displays a Black or Blank Screen

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Issue

When you open HP Solution Center, a blank screen or a black screen displays.
Figure 1: HP Solution Center is blank
Image: HP Solution Center is blank
HP Solution Center uses components from Adobe Flash Player (version 9 or later). If an earlier version of the Adobe Flash Player is installed on your computer and Web browsers, HP Solution Center does not display correctly.

Solution one: Install the latest version of Adobe Flash Player

Follow these steps to update your computer and Web browsers with the latest version of Adobe Flash Player.
NOTE:Some of the following steps might require a restart of the computer. Consider bookmarking this page to reference it after a restart.

Step one: Close HP Solution Center and the HP Digital Imaging Monitor

  1. Close the HP Solution Center window.
  2. Right-click the HP Digital Imaging Monitor icon ( ) in the notification tray, and then click Close HP Digital Imaging Monitor .
    Figure 2: Example HP Digital Imaging Monitor icon in Windows XP
    Image: Example  HP Digital Imaging Monitor icon in Windows XP
    Figure 3: Example HP Digital Imaging Monitor icon in Windows Vista and Windows 7
    Image: Example HP Digital Imaging Monitor icon in the Windows Vista and Windows 7 notification area

Step two: Check the version number of your current Flash Player software

Follow these steps to check which version of the Flash Player is installed on your Web browsers.
  1. Click this link: Adobe Flash Player (in English) to go to the Flash Player home page.
    NOTE: If the preceding link is unavailable, Adobe might have moved the Flash Player home page. You can go to www.adobe.com and search for "Flash player".
  2. In the Version Information box, note the version number of the Flash Player software that you currently have installed.
  3. Locate your operating system and browser in the Flash Player version information table.
  4. Compare the most recent Flash Player version number in the table with the number in the Version Information box.
  5. Repeat these steps for any other Web browser software you installed on your computer.
  • If the Flash Player installed on any of your browsers is older than the most recent version, continue to the next step to Uninstall the Flash Player software .
  • If the Flash Player installed on each of your browsers is the most recent version, and the issue persists, continue to the next solution to Uninstall and then reinstall the HP software .

Step three: Uninstall the Flash Player software

Choose one of the following methods to remove the Flash Player software from your computer.
Click this link: Uninstall Flash Player (in English) for instructions on how to uninstall the software with the Adobe Flash Player uninstaller.
NOTE: If the preceding link is unavailable, Adobe might have moved the Flash Player uninstaller page. You can go to www.adobe.com and search for "uninstall Flash player".
Choose your operating system for steps to remove the Flash Player software from your computer.
  1. On the Windows taskbar, click Start ( ), and then click Control Panel .
  2. Click Add or Remove Programs .
  3. Click Adobe Flash Player ActiveX , click Remove , click Yes , and then follow the on-screen instructions to uninstall the software.
  4. If listed, click Adobe Flash Player Plugin , click Remove , click Yes , and then follow the on-screen instructions to uninstall the software.
  5. Restart the computer.
  1. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel .
  2. Under Programs , click Uninstall a program .
  3. Double-click Adobe Flash Player ActiveX , click Yes , and then follow the on-screen instructions to uninstall the software.
  4. If listed, double-click Adobe Flash Player Plugin , click Yes , and then follow the on-screen instructions to uninstall the software.
  5. Restart the computer.
  1. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel .
  2. Under Programs , click Uninstall a program .
  3. Double-click Adobe Flash Player ActiveX , click Uninstall , and then follow the on-screen instructions to uninstall the software.
  4. If listed, double-click Adobe Flash Player Plugin , click Uninstall , and then follow the on-screen instructions to uninstall the software.
  5. Restart the computer.

Step four: Reinstall the Flash Player software

Choose your browser for instructions on how to reinstall the Flash Player software.
Important : Make sure to reinstall the Flash Player software on all browsers installed on your computer.
Click this link: Adobe Flash Player download page (in English), click Download now , and then follow the on-screen instructions to complete the installation.
NOTE: If the preceding link is unavailable, Adobe might have moved the Flash Player download page. You can go to www.adobe.com and search for "Flash Player download".
Click this link: How do I install the Flash plugin? (in English) for instructions on how to install and update the Flash Player plugin for Firefox.
NOTE: If the preceding link is unavailable, Mozilla might have moved the Flash Player plugin installation page. You can go to support.mozilla.com and search for "install Flash plugin".
No action is required. By default, the Flash Player is installed and automatically updated in Google Chrome. Any Flash Player version updates are included in Chrome automatic updates.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Uninstall and then reinstall the HP software

Follow these steps to remove and reinstall the product software.

Step one: Uninstall the HP software

Select your operating system for steps to uninstall the product software.
Important : If your HP product connects to the computer with a USB cable or Ethernet cable, disconnect the cable from the product now.
Figure 4: Disconnect the USB cable
Image: Disconnect the USB cable
The HP Uninstaller is only available if you have the full version of the software installed on your computer. If your software version is 'basic driver only', continue to the next method in this document.
  1. On the Windows taskbar, Start ( ), and then click All Programs .
  2. Point to HP or Hewlett Packard , and then point to the name of your HP product.
    NOTE:If the name of your product is not listed, continue to the next method to uninstall through Add or Remove Programs.
  3. Click Uninstall or Uninstall Software , select Uninstall all HP products associated with this device , click Next , and then follow the on-screen instructions to uninstall the software.
  4. Restart the computer.
Follow these steps to uninstall the software with Add or Remove Programs.
  1. On the Windows taskbar, click Start ( ), and then click Control Panel .
  2. Click Add or Remove Programs .
  3. Locate the HP software in the list of installed programs. The software might not be listed by product name. Look for the product type, such as Photosmart, Officejet, PSC, or Deskjet. For example:
    • HP Deskjet product Driver Software 9.0
    • HP Photosmart All-in-One Software 8.0
  4. Click the HP software, click Remove , click Yes , and then follow the on-screen instructions to uninstall the software.
    NOTE:You can only uninstall one program at a time. Repeat this step for any other HP software listed.
  5. Restart the computer.
Important : If your HP product connects to the computer with a USB cable or Ethernet cable, disconnect the cable from the product now.
Figure 5: Disconnect the USB cable
Image: Disconnect the USB cable
The HP Uninstaller is only available if you have the full version of the software installed on your computer. If your software version is 'basic driver only', continue to the next method in this document.
  1. On the Windows taskbar, click the Windows icon ( ), and then click All Programs .
  2. Point to HP or Hewlett Packard , and then point to the name of your HP product.
    NOTE:If the name of your product is not listed, continue to the next method to uninstall through the Control Panel.
  3. Click Uninstall or Uninstall Software , select Uninstall all HP products associated with this device , click Next , and then follow the on-screen instructions to uninstall the software.
  4. Restart the computer.
Follow these steps to uninstall the software through the Windows Control Panel.
  1. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel .
  2. Under Programs , click Uninstall a program .
  3. Locate the HP software in the list of installed programs. The software might not be listed by product name. Look for the product type, such as Photosmart, Officejet, PSC, or Deskjet. For example:
    • HP Deskjet product Driver Software 9.0
    • HP Photosmart All-in-One Software 8.0
  4. Double-click the HP software, click Yes , and then follow the on-screen instructions to uninstall the software.
    NOTE:You can only uninstall one program at a time. Repeat this step for any other HP software listed.
  5. Restart the computer.
Important : If your HP product connects to the computer with a USB cable or Ethernet cable, disconnect the cable from the product now.
Figure 6: Disconnect the USB cable
Image:  Disconnect the USB cable
The HP Uninstaller is only available if you have the full version of the software installed on your computer. If your software version is 'basic driver only', continue to the next method in this document.
  1. On the Windows taskbar, click the Windows icon ( ), and then click All Programs .
  2. Point to HP or Hewlett Packard , and then point to the name of your HP product.
    NOTE:If the name of your product is not listed, continue to the next method to uninstall through the Control Panel.
  3. Click Uninstall . The HP Uninstaller window opens.
  4. Click the name of your product, click Remove All , and then follow the on-screen instructions to uninstall the software.
  5. Restart the computer.
Follow these steps to uninstall the product software through the Windows Control Panel.
  1. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel .
  2. Under Programs , click Uninstall a program .
  3. Locate the HP software in the list of installed programs. The software might not be listed by product name. Look for the product type, such as Photosmart, Officejet, PSC, or Deskjet. For example:
    • HP Deskjet product Driver Software 9.0
    • HP Photosmart All-in-One Software 8.0
  4. Double-click the HP software, click Uninstall , and then follow the on-screen instructions to uninstall the software.
    NOTE:You can only uninstall one program at a time. Repeat this step for any other HP software listed.
  5. Restart the computer

Step two: Check the version number of your current Flash Player software

Follow these steps to check which version of the Flash Player is installed on your Web browsers.
  1. Click this link: Adobe Flash Player (in English) to go to the Adobe Flash Player home page.
    NOTE: If the preceding link is unavailable, Adobe might have moved the Flash Player home page. You can go to www.adobe.com and search for "Flash player".
  2. In the Version Information box, note the version number of the Flash Player software that you currently have installed.
  3. Locate your operating system and browser in the Flash Player version information table.
  4. Compare the most recent Flash Player version number in the table with the number in the Version Information box.
  5. Repeat these steps for any other Web browser software you installed on your computer.
  • If the Flash Player installed on all of your browsers is the most recent version, continue to the step to Reinstall the HP software .
  • If the Flash Player installed on any of your browsers is older than the most recent version, continue to the next step to Install the Flash Player software .

Step three: Install the Flash Player software

Choose your browser for instructions on how to install the Flash Player software.
Important : Make sure to install the Flash Player software on all browsers on your computer.
Click this link: Adobe Flash Player download page (in English), click Download now , and then follow the on-screen instructions to complete the installation.
NOTE: If the preceding link is unavailable, Adobe might have moved the Flash Player download page. You can go to www.adobe.com and search for "Flash player download".
Click this link: How do I install the Flash plugin? (in English) for instructions on how to install and update the Flash Player plugin for Firefox.
NOTE: If the preceding link is unavailable, Mozilla might have moved the Flash Player plugin installation page. You can go to support.mozilla.com and search for "install Flash plugin".
No action is required. By default, the Flash Player is installed and automatically updated in Google Chrome. Any Flash Player version updates are included in Chrome automatic updates.

Step four: Reinstall the HP software

Follow these steps to reinstall the product software on your computer.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
HP Photosmart C6380 All-in-One Printer

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