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The Progress Bar on the Software Installation Stops or Stalls

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Issue

The HP software installation stalls or stops at specific percentages (for example, 96%, 94%, or 7%) or at specific points during the installation. The green progress bar might pause, or continually move back and forth, left to right, with seemingly no progress.
Click the plus sign () next to your operating system for more information.
Follow these steps for the Windows XP operating system.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Workaround: Check functionality and skip remaining installation

If your installation stalled towards the end of the process, such as 96% or step 3 of 4, you might be able to use your printer without troubleshooting.
The software and drivers that are required to use your HP printer are installed earlier in the installation process. Near the end of the installation, other processes take place, such as web registration, software configuration, and recognition of your HP printer on your computer or network. These processes are valuable, but are not necessarily required to use your HP printer.
First, follow these steps to check that the printer functions.
If you have a multifunction printer
A printer that also copies, scans, and/or faxes.
, follow these steps to check the various functions.
  1. showhide
    Make a copy.
    1. Load any original on the scanner glass.
    2. Press the Copy button to make a copy.
  2. showhide
    Scan a document.
    1. Load any original on the scanner glass.
    2. Press the Scan button to scan the document.
    3. Scan the file to any destination to test the scan.
  3. showhide
    Print a document.
    1. Open any document, or create a quick test document.
    2. Click File , and then click Print .
    3. Select your printer from the Name drop-down list.
    4. Click OK .
      • If these functions work correctly , you do not have to complete the installation or troubleshoot the issue.
      • If these functions do not work correctly , continue with the solutions in this document.
  4. Last, cancel the installation. You can use the Task Manager to cancel the installation.
If your printer is a single-function printer
A printer that does not have scan, fax, or copy capabilities.
, follow these steps to print a document to test the functionality.
  1. Open any document, or create a quick test document.
  2. Click File , and then click Print .
  3. Select your printer from the Name drop-down list.
  4. Click OK .
    • If these functions work correctly , you do not have to complete the installation or troubleshoot the issue.
    • If these functions do not work correctly , continue with the solutions in this document.
  5. Last, cancel the installation. You can use the Task Manager to cancel the installation.

Solution one: Restart the computer

Follow these steps to restart your computer.
  1. Click Start ( ), and then click Shut down .
  2. Click Restart to restart the computer.
  3. If you see a message that HP Software installation is running , restart the computer by pressing the power button on the computer to turn it off and then back on.
The installation should continue from the point it stalled. If not, continue to the next solution.

Solution two: Perform a power reset

Follow these steps to reset the HP printer. A power reset drains the power from the printer and returns it to the same settings after restarting. A power reset is a common troubleshooting step, and can be performed for conditions similar to an installation stall.
  1. Press the Power button ( ) to turn off the product.
    NOTE:The product might not turn off after pressing the Power button. Continue to the next step regardless.
  2. Disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the electrical outlet.
  4. Wait 30 seconds.
  5. Replug the power cord into the electrical outlet.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button ( ) to turn on the product.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Turn off background programs and reinstall the HP software

Follow these steps to remove all HP software, turn off background programs, and then reinstall the HP software.

Step one: Remove the HP software

Even if the HP software installation was incomplete, some HP components might be partially installed on your computer. Follow these steps to remove all components before continuing.
  1. Unplug the USB cable connecting the printer to the computer.
  2. Click Start ( ), and then click Control Panel .
  3. Double-click Add/Remove Programs . In the list of installed programs, click your HP printer, and then click Add/Remove .
  4. Follow the on-screen instructions to complete the software removal.
    NOTE:If asked to remove shared files, click No . Other programs that use these files might not work if you delete the files.
  5. Restart the computer.

Step two: Turn off the 'Terminate and Stay Resident' (TSR) programs and other background programs

Occasionally, TSRs prevent the printer software from loading so that the software does not install correctly, and so you may need to turn these programs off. You can watch a video or follow the steps to turn off programs that run in the background in Windows XP.
Video of turning off background programs
The following video demonstrates how to turn off programs that run in the background in Windows XP.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Follow these steps to turn off programs that run in the background in Windows XP:
When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows XP, the MSCONFIG utility prevents TSR programs and services from starting.
  1. On the computer, click Start , and then click Run . The Run dialog box opens.
  2. In the Open field, type msconfig , and then click OK . The System Configuration Utility window opens.
  3. Click the General tab, and then select Selective Startup .
  4. If there is a check mark next to Load Startup items , select the check mark to remove it.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Disable all .
  7. Click Apply , and then click Close .
    NOTE:If an 'Access is denied ' error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes.
    NOTE:After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts .' To prevent this message from displaying again, select Do not show this message again .

Step three: Clear temporary files and folders

  1. On the Windows taskbar, click Start , click All Programs , click Accessories , click System Tools , and then click Disk Cleanup . The Disk Cleanup utility analyzes the hard disk, and then presents a report with a list of options with check boxes next to them.
  2. In the Files to Delete field, select the appropriate check boxes to remove any unnecessary files and components. Options include:
    • Downloaded program files
    • Temporary files
    • Offline Web Pages
    • Files in the Recycle Bin
    • Files created by other Windows tools
      NOTE:You do not have to remove all files and components, but unless you have a specific reason for retaining them, it is generally advisable to remove them.
  3. After you select the components to remove, click OK to open the utility.

Step four: Download and install the HP software

If you have the HP software CD, you can insert the CD into the CD drive on your computer, and then follow the on-screen instructions to install the software. Otherwise, follow these steps to download and install the software from the HP website.
NOTE:The software available on the HP website is the most current software, and might be more current than the software on the CD.
IMPORTANT: If you get any third-party firewall messages during installation (for example, a message from McAfee), click continue , unblock , yes , allow , or permit . Otherwise the software installation fails. See the Configuring third-party firewalls section at the end of this document for more information, if necessary.
  1. Disconnect the USB cable from both the product and the computer (if you already connected it).
  2. Turn the product on.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers
  4. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions:
  5. Click the Plus sign ( ) next to Driver , and then click the driver that you want to download.
  6. Read through the minimum system requirements and additional instructions. You can also click View directions ( ) for complete download instructions.
  7. Click Download . This option allows you to install the software at any time after the download completes.
  8. Click Save , and then browse to the location on your computer where you want to save the file.
  9. Click Save . The software downloads to your computer.
    Hint: Make a note of the place that you saved the file, in case you want to install it at a later time.
  • If the software installation fails , continue to the next solution in this document.
  • If the software installation completes successfully , continue to the next step to re-enable the startup programs you previously disabled. You do not need to continue to the next solution in this document.

Step five: Use the MSCONFIG utility to enable Startup programs

You can watch a video or follow the steps to turn on the startup programs that you turned off earlier in this document.
Video of using the MSCONFIG utility to enable Startup programs
The following video demonstrates how to use the MSCONFIG Utility to enable the Startup software in Windows XP.
.
If you have trouble viewing the video, or to view the video in a different size, click here to play the video on YouTube
  1. Click Start ( ), and then click Run . The Run window opens.
  2. In the Open box, type msconfig , and then click OK . The System Configuration Utility window opens
  3. On the General tab, select Normal Startup to automatically turn on all features the next time you start the computer.
  4. Click Apply , and then click OK .
  5. Click Restart to apply the changes.
    NOTE:After the computer restarts, you might get a prompt stating 'You’ve used system configuration tool to make changes to the way windows starts. ' To prevent this message from showing again, click Do not show this message again .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Perform a level-three uninstall, and then reinstall the HP software

If the previous solutions did not resolve the issue, follow these steps to perform a level-three uninstall, and then reinstall the HP software.

Step one: Perform a level-three uninstall

Use one of the following methods to perform a level-three uninstall. A level-three uninstall is more comprehensive than the software-removal method listed earlier in this document.
If you have the HP software CD, follow these steps to remove the software. Otherwise, continue to the next method to remove the software.
  1. Insert the HP Software CD into the computer's CD drive.
  2. If the Welcome to HP! screen opens, click Cancel or Exit .
  3. On the Windows taskbar, click Start , and then click Run . The Run window opens.
  4. On the Run window, click Browse . The Browse window opens.
  5. Navigate to the CD drive on your computer (you can find the CD drive by clicking My Computer, usually), right-click the file, and then click Open .
    NOTE:If you double-click the file, the HP Installer launches. Click Exit , and then right-click the file to open.
  6. Double-click the Utility folder, and then double click the ccc folder. A list of files on the software CD displays.
  7. Double-click the Uninstall_L3.bat file. The Run window opens again, with the path to the Uninstall_L3.bat file displayed.
  8. Click OK to start the level-three uninstall, and then follow the on-screen instructions.
If you do not have the HP software CD, you can download the software from the HP website, and then use the downloaded file to perform the level-three uninstall.
  1. Disconnect the USB cable from both the product and the computer (if you already connected it).
  2. Turn the product on.
  3. Open a new window to browse to the Get Software and Drivers page: Get Software and Drivers .
  4. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions:
  5. Click the Plus sign ( ) next to Driver , and then click the driver that you want to download.
  6. Read through the minimum system requirements and additional instructions. You can also click View directions ( ) for complete download instructions.
  7. Click Download . This option allows you to install the software at any time after the download completes.
  8. Click Save , and then browse to the location on your computer where you want to save the file. Consider saving the file to your desktop for easy reference later in these steps.
  9. Click Save . The software downloads to your computer.
  10. When the download completes, click Start , and then click Search . The Search Results window opens.
  11. Under What do you want to search for? , click All files and folders .
  12. Type Uninstall_L3 in the first search box, and then click Search .
  13. Double-click the Uninstall_L3.bat file. If there is more than one file in the search results, expand the In Folder column, and look for the file that is located in the Temp folder with 7zXXX.tmp in the filename (XXX varies by driver version). The HP uninstaller opens.
    NOTE:If the Welcome to HP! screen opens, click Cancel or Exit .
  14. Follow the on-screen instructions to complete the level-three uninstall.

Step two: Turn off background programs

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows XP, the MSCONFIG utility prevents TSR programs and services from starting.
  1. On the computer, click Start , and then click Run . The Run dialog box opens.
  2. In the Open field, type msconfig , and then click OK . The System Configuration Utility window opens.
  3. Click the General tab, and then select Selective Startup .
  4. If there is a check mark next to Load Startup items , select the check mark to remove it.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Disable all .
  7. Click Apply , and then click Close .
    NOTE:If an 'Access is denied ' error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes.
    NOTE:After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts .' To prevent this message from displaying again, select Do not show this message again .

Step three: Clear temporary files and folders

  1. On the Windows taskbar, click Start , click All Programs , click Accessories , click System Tools , and then click Disk Cleanup . The Disk Cleanup utility analyzes the hard disk, and then presents a report with a list of options with check boxes next to them.
  2. In the Files to Delete field, select the appropriate check boxes to remove any unnecessary files and components. Options include:
    • Downloaded program files
    • Temporary files
    • Offline Web Pages
    • Files in the Recycle Bin
    • Files created by other Windows tools
      NOTE:You do not have to remove all files and components, but unless you have a specific reason for retaining them, it is generally advisable to remove them.
  3. After you select the components to remove, click OK to open the utility.

Step four: Reinstall the HP software

If you have the HP software CD, you can insert the CD into the CD drive on your computer, and then follow the on-screen instructions to install the software. However, HP recommends that you download and install the software from the HP website. This software is the most current and contains updates that might not be on your software CD.
Important: If you get any third-party firewall messages during installation (for example, a message from McAfee), click continue , unblock , yes , allow , or permit . Otherwise the software installation fails. See the Configuring third-party firewalls section at the end of this document for more information, if necessary.
  1. Browse to the place where you saved the downloaded file in the previous steps (for example, your computer desktop), and then double-click the file.
    NOTE:If you have not yet downloaded the software from the HP website, click here to download the latest software (or see the full instructions earlier in this document).
  2. Follow the on-screen instructions to complete the installation.

Step five: Use the MSCONFIG utility to enable startup programs

Follow these steps to turn on the startup programs that you turned off earlier in this document.
  1. Click Start ( ), and then click Run . The Run window opens.
  2. In the Open box, type msconfig , and then click OK . The System Configuration Utility opens.
  3. On the General tab, select Normal Startup to automatically turn on all features the next time you start the computer.
  4. Click Apply , and then click OK .
  5. Click Restart to apply the changes.
    NOTE:After the computer restarts, you might get a prompt stating 'You’ve used system configuration tool to make changes to the way windows starts. ' To prevent this message from showing again, click Do not show this message again .
Follow these steps for the Windows Vista operating system.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Workaround: Check functionality and skip remaining installation

If your installation stalled towards the end of the process, such as 96% or step 3 of 4, you might be able to use your printer without troubleshooting.
The software and drivers that are required to use your HP printer are installed earlier in the installation process. Near the end of the installation, other processes take place, such as web registration, software configuration, and recognition of your HP printer on your computer or network. These processes are valuable, but are not necessarily required to use your HP printer.
First, follow these steps to check that the printer functions.
If you have a multifunction printer
A printer that also copies, scans, and/or faxes.
, follow these steps to check the various functions.
  1. showhide
    Make a copy.
    1. Load any original on the scanner glass.
    2. Press the Copy button to make a copy.
  2. showhide
    Scan a document.
    1. Load any original on the scanner glass.
    2. Press the Scan button to scan the document.
    3. Scan the file to any destination to test the scan.
  3. showhide
    Print a document.
    1. Open any document, or create a quick test document.
    2. Click File , and then click Print .
    3. Select your printer from the Name drop-down list.
    4. Click OK .
      • If these functions work correctly , you do not have to complete the installation or troubleshoot the issue.
      • If these functions do not work correctly , continue with the solutions in this document.
  4. Last, cancel the installation. You can use the Task Manager to cancel the installation.
If your printer is a single-function printer
A printer that does not have scan, fax, or copy capabilities.
, follow these steps to print a document to test the functionality.
  1. Open any document, or create a quick test document.
  2. Click File , and then click Print .
  3. Select your printer from the Name drop-down list.
  4. Click OK .
    • If these functions work correctly , you do not have to complete the installation or troubleshoot the issue.
    • If these functions do not work correctly , continue with the solutions in this document.
  5. Last, cancel the installation. You can use the Task Manager to cancel the installation.

Solution one: Restart the computer

Follow these steps to restart your computer.
  1. Click the Windows icon ( ), click the right arrow button ( ), and then click Shut down .
  2. Click Restart to restart the computer.
  3. If you see a message that HP Software installation is running , restart the computer by pressing the power button on the computer to turn it off and then back on.
The installation should continue from the point it stalled. If it does not, continue to the next solution.

Solution two: Perform a power reset

Follow these steps to reset the HP printer. A power reset drains the power from the printer and returns it to the same settings after restarting. A power reset is a common troubleshooting step, and can be performed for similar conditions to an installation stall.
  1. Press the Power button ( ) to turn off the product.
    NOTE:The product might not turn off after pressing the Power button. Continue to the next step regardless.
  2. Disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the electrical outlet.
  4. Wait 30 seconds.
  5. Replug the power cord into the electrical outlet.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button ( ) to turn on the product.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Choose your network connection

This solution depends on the type of connection you have. First, choose your connection type, and then follow the steps.
    Help me determine my connection type.
      USB ( )
      A USB
      Universal Serial Bus
      connection is common for home printing. This is a direct connection between the printer and your computer.
      Figure 1: Example USB connection
      Wired (Ethernet) network ( )
      A wired (Ethernet) network connection is a network connection where the printer is physically connected to the computers on a network with an Ethernet cable.
      Figure 2: Example Ethernet connection
      Illustration of a wired network setup
      Wireless network ( )
      A wireless connection is a network connection where the printer is not physically connected to the computers on the network.
      Figure 3: Example wireless network connection
      Illustration of a wireless network setup
  1. On the Windows taskbar, click the Windows icon ( ), type Network in the Start Search box, and then press Enter . The Network and Sharing Center window displays.
    Figure 4: Network and Sharing Center
    Image: Network and Sharing Center.
  2. Under Sharing and Discovery , click the down arrow ( ) to the right of Network discovery to expand the window and display Network discovery options.
  3. Click Turn on network discovery , and then click Apply .
  4. Click the down arrow ( ) to the right of File sharing to expand the window and display File sharing options.
  5. Click Turn on file sharing , and then click Apply .
    Figure 5: Network discovery and File sharing options
    Image: Network discovery and File sharing options.
    1 - Turn on network discovery
    2 - Turn on file sharing
    3 - Apply buttons
  6. Exit the Sharing and Discovery screen.
  7. Restart the software installation by reinserting the software CD, or browse to the place where you saved the downloaded file (for example, your computer desktop), and then double-click the file. Follow the on-screen instructions to complete the installation.
Follow these steps to remove all HP software, turn off background programs, and then reinstall the HP software.
Step one: Remove the HP software
Even if the HP software installation was incomplete, some HP components might be partially installed. Follow these steps to remove all components before continuing.
  1. Unplug the USB cable connecting the printer to the computer.
  2. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel .
  3. Double-click Programs and Features .
  4. In the list of installed programs, click your HP printer, and then click Uninstall .
  5. Follow the on-screen instructions to complete the software removal.
    NOTE:If asked to remove shared files, click No . Other programs that use these files might not work if you delete the files.
  6. Restart the computer.
Step two: Turn off the 'terminate and stay resident' programs and other background programs
When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.
  1. On the Windows taskbar click the Windows icon ( ).
  2. In the Start Search box, type msconfig , and then press Enter . The System Configuration Utility window opens.
  3. Click the General tab, and then select Selective Startup .
  4. If there is a check mark next to Load Startup items , select the check mark to remove it.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Disable all .
  7. Click Apply , and then click Close .
    NOTE:If an 'Access is denied ' error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.
    NOTE:After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts .' To prevent this message from displaying again, select Do not show this message again .
Step three: Clear temporary files and folders
  1. On the Windows taskbar, click the Windows icon ( ), type %temp% in the Start Search box, and then press Enter .
  2. Click Organize , and then click Select All .
  3. Under Organize again, and then click Delete .
    CAUTION:An 'Access is denied ' error might occur. If so, click to close the error message, and then continue deleting the remaining files.
Step four: Download and install the HP software
If you have the HP software CD, you can insert the CD into the CD drive on your computer, and then follow the on-screen instructions to install the software. Otherwise, follow these steps to download and install the software from the HP website.
NOTE:The software available on the HP website is the most current software, and might be more current than the software on the CD.
Important: If you get any third-party firewall messages during installation (for example, a message from McAfee), click continue , unblock , yes , allow , or permit . Otherwise the software installation fails. See the Configuring third-party firewalls section at the end of this document for more information, if necessary.
  1. Disconnect the USB cable from both the product and the computer (if you already connected it).
  2. Turn the product on.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers
  4. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions:
  5. Click the Plus sign ( ) next to Driver , and then click the driver that you want to download.
  6. Read through the minimum system requirements and additional instructions. You can also click View directions ( ) for complete download instructions.
  7. Click Download . This option allows you to install the software at any time after the download completes.
  8. Click Save , and then browse to the location on your computer where you want to save the file.
  9. Click Save . The software downloads to your computer.
    Hint: Make a note of the place that you saved the file, in case you want to install it at a later time.
  • If the software installation fails , continue to the next solution in this document.
  • If the software installation completes successfully , continue to the next step to re-enable the startup programs you previously disabled. You do not need to continue to the next solution in this document.
Step five: Use the MSCONFIG utility to re-enable startup programs
Follow these steps to turn on the startup programs that you turned off in earlier in this document.
  1. Click the Windows icon on the Windows task bar ( ), and then type msconfig in the Start Search field. The System Configuration window opens.
  2. Click the Startup tab.
    CAUTION:Do not disable any Microsoft services.
  3. If the correct startup programs and services are checked, click the General tab and then select the Normal Startup check box.
  4. Click Apply , click Close , and then click Restart to apply the changes and restart the computer.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Perform a level-three uninstall, and then reinstall the HP software

If the previous solutions did not resolve the issue, follow these steps to perform a level-three uninstall, and then reinstall the HP software.

Step one: Perform a level-three uninstall

Use one of the following methods to perform a level-three uninstall. A level-three uninstall is more comprehensive than the software-removal method listed earlier in this document.
If you have the HP software CD, follow these steps to remove the software. Otherwise, continue to the next method to remove the software.
  1. Insert the HP Software CD into the computer's CD drive.
  2. If the Welcome to HP! screen opens, click Cancel .
  3. Click the Windows icon on the Windows task bar ( ).
  4. Type Run in the Start Search text field. The Run window opens.
  5. Click Browse , click the name of the CD drive that holds the software CD, click the Util folder, and then click the CCC folder.
  6. Right-click the Uninstall_L3.bat (or Uninstall_L3_64.bat for Windows Vista 64-bit), and then click Open .
    NOTE:If you double-click the file, the HP Installer launches. Click Exit , and open the file by right-clicking.
  7. Press Enter to start the software removal.
If you do not have the HP software CD, you can download the software from the HP website, and then use the downloaded file to perform the level-three uninstall.
  1. Disconnect the USB cable from both the product and the computer (if you already connected it).
  2. Turn the product on.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers .
  4. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions:
      If prompted to enter your product in the window .
      1. Type your product number in the window.
      2. Click Next . If necessary click your model in a list of similar products.
      3. Click Software and Driver Downloads .
      4. Click the drop-down arrow ( ), and then click your operating system.
      5. Click Next , and then continue to the next step.
      If prompted to select your operating system .
      1. Click the drop-down arrow ( ), and then click your operating system.
      2. Click Next .
      3. Continue to the next step.
  5. Click the Plus sign ( ) next to Driver .
  6. In the Driver section, click the Full Feature Software and Drivers option.
  7. Click Download .
  8. Click Save , and then browse to the location on your computer where you want to save the file. Consider saving the file to your desktop for easy reference later in these steps.
  9. Click Save . The software downloads to your computer.
  10. When the download completes, browse to the place you saved the file in the previous steps, and then double-click to extract the file.
  11. When the Welcome to HP! screen opens, click Cancel or Exit .
  12. Click the Windows icon on the Windows task bar ( ), type %temp% in the Start Search box, and then press Enter . The Temp folder opens.
  13. Find the folder with the name 7zXXX.tmp (XXX varies by driver version), and then double-click to open it.
  14. Double-click the Util folder.
  15. Double-click the ccc folder.
  16. Double-click the Uninstall_L3.bat (or Uninstall_L3_64.bat for Windows Vista 64-bit).
  17. Click OK to start the level-three uninstall, and then follow the on-screen instructions.

Step two: Turn off background programs

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.
  1. On the Windows taskbar click the Windows icon ( ).
  2. In the Start Search box, type msconfig , and then press Enter . The System Configuration Utility window opens.
  3. Click the General tab, and then select Selective Startup .
  4. If there is a check mark next to Load Startup items , select the check mark to remove it.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Disable all .
  7. Click Apply , and then click Close .
    NOTE:If an 'Access is denied ' error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.
    NOTE:After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts .' To prevent this message from displaying again, select Do not show this message again .

Step three: Clear temporary files and folders

  1. On the Windows taskbar, click the Windows icon ( ), type %temp% in the Start Search box, and then press Enter .
  2. Click Organize , and then click Select All .
  3. Under Organize again, and then click Delete .
    CAUTION:An 'Access is denied ' error might occur. If so, click to close the error message, and then continue deleting the remaining files.

Step four: Reinstall the HP software

If you have the HP software CD, you can insert the CD into the CD drive on your computer, and then follow the on-screen instructions to install the software. However, HP recommends that you download and install the software from the HP website. This software is the most current and contains updates that might not be on your software CD.
Important: If you get any third-party firewall messages during installation (for example, a message from McAfee), click continue , unblock , yes , allow , or permit . Otherwise the software installation fails. See the Configuring third-party firewalls section at the end of this document for more information, if necessary.
  1. Browse to the place where you saved the downloaded file in the previous steps (for example, your computer desktop), and then double-click the file.
    NOTE:If you have not yet downloaded the software from the HP website, click here to download the latest software (or see the full instructions in Solution three, Step four in this document).
  2. Follow the on-screen instructions to complete the installation.

Step five: Use the MSCONFIG utility to re-enable startup programs

  1. Click the Windows icon on the Windows task bar ( ), and then type msconfig in the Start Search field. The System Configuration window opens.
  2. Click the Startup tab.
    CAUTION:Do not disable any Microsoft services.
  3. If the correct startup programs and services are checked, click the General tab and then select the Normal Startup check box.
  4. Click Apply , click Close , and then click Restart to apply the changes and restart the computer.
Follow these steps for the Windows 7 operating system.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Workaround: Check functionality and skip remaining installation

If your installation stalled towards the end of the process, such as 96% or step 3 of 4, you might be able to use your printer without troubleshooting.
The software and drivers that are required to use your HP printer are installed earlier in the installation process. Near the end of the installation, other processes take place, such as web registration, software configuration, and recognition of your HP printer on your computer or network. These processes are valuable, but are not necessarily required to use your HP printer.
First, follow these steps to check that the printer functions.
If you have a multifunction printer
A printer that also copies, scans, and/or faxes.
, follow these steps to check the various functions.
  1. showhide
    Make a copy.
    1. Load any original on the scanner glass.
    2. Press the Copy button to make a copy.
  2. showhide
    Scan a document.
    1. Load any original on the scanner glass.
    2. Press the Scan button to scan the document.
    3. Scan the file to any destination to test the scan.
  3. showhide
    Print a document.
    1. Open any document, or create a quick test document.
    2. Click File , and then click Print .
    3. Select your printer from the Name drop-down list.
    4. Click OK .
      • If these functions work correctly , you do not have to complete the installation or troubleshoot the issue.
      • If these functions do not work correctly , continue with the solutions in this document.
  4. Last, cancel the installation. You can use the Task Manager to cancel the installation.
If your printer is a single-function printer
A printer that does not have scan, fax, or copy capabilities.
, follow these steps to print a document to test the functionality.
  1. Open any document, or create a quick test document.
  2. Click File , and then click Print .
  3. Select your printer from the Name drop-down list.
  4. Click OK .
    • If these functions work correctly , you do not have to complete the installation or troubleshoot the issue.
    • If these functions do not work correctly , continue with the solutions in this document.
  5. Last, cancel the installation. You can use the Task Manager to cancel the installation.

Solution one: Check for a hidden error message

Sometimes, a hidden error message can stop the progress of the installation. Follow these steps to check the computer for a hidden error message.
  1. Click the title bar at the top of the installation window, and then drag it to the right. Look for an error message that was hidden behind the installation window.
    Figure 6: Move the installation window to the right
    Illustration of moving the installation window.
  2. Click the error message. The error message displays completely in front of the installation window.
    Figure 7: Click OK in the error message
    Illustration of clicking OK in the error message.
  3. In the error message, click OK . The software installation continues.
  • 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 the software, and then reinstall the software

Follow these steps to remove any installed or partly installed software, and then reinstall the software for the printer.
NOTE:Steps in this content will require you to restart the computer, which will close the web browser. To return to this document and continue troubleshooting, bookmark this page before proceeding.

Step one: Uninstall the software

  1. Disconnect the USB cable from the computer if it is connected with a USB cable.
    Figure 8: USB cable
    Image: USB cable.
  2. On the Windows taskbar, click the Windows icon ( ), type appwiz.cpl in the Search Programs and Files box, and then press Enter .
  3. Click the printer, and then click Uninstall .
  4. Follow the on-screen instructions to complete the uninstall. Remove all the HP software items for the printer.
    NOTE:If a Window displays on the computer and prompts you to remove shared files, click No .
  5. Disconnect the power cord from the back of the printer.
  6. Click the Windows icon ( ), click the right arrow ( ) next to Shut Down , and then click Restart .

Step two: Turn off the 'terminate and stay resident' programs

Follow these steps to temporarily turn off Terminate and Stay Resident (TSR) programs.
Background information: When the computer starts Windows 7, TSR software programs automatically load. TSR programs activate computer utilities, such as antivirus software, but are not required for the computer to function. TSR programs can interfere with printer software installation.
  1. On the Windows taskbar, click the Windows icon ( ), type msconfig in the Search Programs and Files box, and then press Enter . The User Account Control window opens.
  2. Click Continue . The System Configuration window opens.
  3. Click the General tab, and then click Selective Startup check box.
  4. If there is a checkmark next to Load Startup items, click the checkmark to remove it.
  5. Click the Services tab, and then click Hide All Microsoft Services (at the bottom of the Services tab).
  6. Click Disable All , and then click Ok .
  7. Click Restart . The computer automatically restarts.

Step three: Clear temporary files and folders

Follow these instructions to use the Disk Cleanup Utility in Windows 7 to clear temporary files to free hard disk space on the computer.
  1. Click the Windows icon ( ), click All Programs , click Accessories , click System Tools , and then click Disk Cleanup . The Disk Cleanup Utility window opens.
  2. Disk Cleanup Utility analyzes the hard disk, and then displays a report containing a list of optional Files to delete . Click the check boxes next to unnecessary files, and then click OK .

Step four: Disable the firewall

Firewalls can prevent the software from being installed. Before installation, temporarily disable any third-party firewalls installed in Windows 7, such as Symantec, McAfee, or ZoneAlarm.
  1. On the Windows taskbar, click the Windows icon ( ), click Control Panel , and then click Windows Firewall . The Windows Firewall window opens.
  2. On the left side of the window, click Turn Windows Firewall on or off .
  3. Click Turn off Windows firewall (not recommended) .

Step five: Download and install the software from the HP website

Follow these steps to download the software, and then install it.
Download the software
Many products have more than one driver option on the downloads page. Choices might include a Basic type, and Full Feature type. If both options are available, the following information might help you decide which driver to download.
Basic typeFull Feature type
For basic printing: This driver runs the basic print functions of your product.

For quick download: The file size is smaller than the Full Feature driver, so it is faster to download and install.		For enhanced printing: HP includes valuable software to help you get the most from your product. The software varies by product , but here are some examples:

  • Searchable help files tailored to your product
  • Image-editing software
  • HP Solution Center: This important tool helps you establish settings for printing. It also helps you with product maintenance, troubleshooting, software updates, and links to buy supplies.


NOTE: During the Full Feature installation process, you can choose a custom installation, where you select the specific software items that you want to install.
HP recommends the Full Feature type of download, if available, to ensure the best support for your product.
Follow these steps to download the product software and save it to your computer.
  1. Disconnect the USB cable from both the product and the computer (if you already connected it).
  2. Turn the product on.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers
  4. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions:
  5. Click the Plus sign ( ) next to Driver , and then click the driver that you want to download. If you need help deciding, see the information in the previous table.
  6. Read through the minimum system requirements and additional instructions. You can also click View directions ( ) for complete download instructions.
  7. Click Download .
  8. If the File Download Security Warning window displays, click Save , and then browse to the location on your computer where you want to save the file.
  9. Click Save . The software downloads to your computer.
    Hint: Make a note of the place that you saved the file, in case you want to install it at a later time.
Install the software
Follow these steps to install the downloaded software and driver.
  1. When the download is complete and you are ready to install the files, click Open Folder , and then click the downloaded file. The file name ends in .exe .
    NOTE:If you closed the Download Complete screen, browse to the folder where you saved the .exe file, and then click it.
  2. You can accept the default location to save the files. Click Next , and then wait while the installer extracts the files to prepare for installation.
  3. When the Install Wizard starts, follow the on-screen instructions to install the software.
    For a Full Feature installation, you choose what type of installation you want. The following information might help you decide which installation type to use.
    Recommended Custom
    For full use of all your product features : This installation provides full product functionality. HP also includes valuable software to help you get the most out of your product.

    This installation type is designed to work for most users.    		A custom type of installation might be available for your product. This installation allows you to install the minimum software required or the preferred software.

    Use this type of installation only if the computer is low on hard disk space or you attempted a recommended type of installation and received errors. (Try to fix any errors before starting a custom installation.)

    CAUTION:To avoid unintended loss of product functionality, read the description of each software component carefully during the installation process.
    The Recommended type of installation allows you to get the most out of your product.

Step six: Enable the Startup software

Follow these steps to turn on the programs that you turned off in the previous Turn off the 'terminate and stay resident' programs step in this document.
  1. On the Windows taskbar, click the Windows icon ( ), type msconfig in the Search Programs and Files box, and then press Enter . The User Account Control window opens.
  2. Click Continue . The System Configuration window opens.
  3. Click the Services tab, click Enable All , and then click OK .
  4. Click the General tab, and then click the Normal Startup check box.
  5. Click Apply , and then click Ok .
  6. Click Restart . The computer automatically restarts.
Follow these steps for the Windows 8 operating system.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Workaround: Check functionality and skip the remaining installation

If your installation stalled towards the end of the process, such as 96% or step 3 of 4, you might be able to use your printer without troubleshooting.
The software and drivers that are required to use your HP printer are installed earlier in the installation process. Near the end of the installation, other processes take place, such as web registration, software configuration, and recognition of your HP printer on your computer or network. These processes are valuable, but are not necessarily required to use your HP printer.
First, follow these steps to check that the printer functions.
If you have a multifunction printer
A printer that also copies, scans, and/or faxes.
, follow these steps to check the various functions.
  1. showhide
    Make a copy.
  2. showhide
    Scan a document.
  3. showhide
    Print a document.
  4. Cancel the installation.
    1. On the Desktop, right-click or touch and hold the bottom left corner of the screen.
    2. Click or tap Task Manager in the list that displays.
    3. Click or tap the Processes tab, if it is not already selected.
    4. Under Apps , click or tap each program that starts with 'HP Installer,' and then click or tap End Task .
If your printer is a single-function printer
A printer that does not have scan, fax, or copy capabilities.
, follow these steps to print a document to test the functionality.
  1. Open any document, or create a test document.
  2. Click or tap File , and then click or tap Print .
  3. Select your printer from the Name drop-down list.
  4. Click or tap OK .
    • If these functions work correctly , you do not have to complete the installation or troubleshoot the issue. Continue to the next step to cancel the installation.
    • If these functions do not work correctly , continue with the solutions in this document.
  5. Cancel the installation.
    1. On the Desktop, right-click or touch and hold the bottom left corner of the screen.
    2. Click or tap Task Manager in the list that displays.
    3. Click or tap the Processes tab, if it is not already selected.
    4. Under Apps , click or tap each program that starts with 'HP Installer,' and then click or tap End Task .

Solution one: Check for a hidden error message

NOTE:The following steps include instructions to “click.” If you are using a touchscreen you can tap.
Sometimes, a hidden error message can stop the progress of the installation. Follow these steps to check the computer for a hidden error message.
  1. Click the title bar at the top of the installation window, and then drag it to the right. Look for an error message that was hidden behind the installation window.
    Figure 9: Move the installation window to the right
    Illustration of moving the installation window.
  2. Click the error message. The error message displays completely in front of the installation window.
    Figure 10: Click OK in the error message
    Illustration of clicking OK in the error message.
  3. In the error message, click OK . The software installation continues.
  • 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 the software and reinstall the software

Follow these steps to remove any installed or partly installed software, and then reinstall the software for the printer.

Step one: Uninstall the software

Unistall the software for your network connection.
USB
  1. Disconnect the USB cable from the rear of the printer (if it is connected).
  2. Press the Power button to turn on the printer.
  3. Right-click or tap and hold the bottom left corner of the screen, and then click or tap Programs and Features . A list of currently installed programs opens.
  4. Click or tap your HP printer's name, and then click or tap Uninstall .
  5. Follow the on-screen instructions to uninstall the software.
    What if an error message displays during the uninstall?
    If an error message displays while you are uninstalling the software, follow these steps.
    1. Click or tap OK to close the error message.
    2. Click or tap the bottom left corner of the screen to switch to the Start screen.
    3. Move the mouse or tap the top or bottom right-hand corner of the screen to open the Charms Bar .
    4. Click or tap Settings .
    5. Click or tap Tiles .
    6. Move the slider bar under Show administrative tools to Yes .
    7. Click or tap the bottom left corner of the screen to switch to the Start screen, and then click or tap the Print Management tile.
    8. Double-click or double-tap All Printers .
    9. Find every instance of the printer you are trying to uninstall, right-click or tap and hold the name, and then click or tap Delete .
    10. Close the Print Management window, return to Programs and Features , and then continue uninstalling the remaining printer software.
Network
NOTE:Do not disconnect the printer from the network to uninstall the software.
  1. Right-click or tap and hold the bottom left corner of the screen, and then click or tap Programs and Features . A list of currently installed programs opens.
  2. Click or tap your HP printer's name, and then click or tap Uninstall .
  3. Follow the on-screen instructions to uninstall the software.
    What if an error message displays during the uninstall?
    If an error message displays while you are uninstalling the software, follow these steps.
    1. Click or tap OK to close the error message.
    2. Click or tap the bottom left corner of the screen to switch to the Start screen.
    3. Move the mouse or tap the top or bottom right-hand corner of the screen to open the Charms Bar .
    4. Click or tap Settings .
    5. Click or tap Tiles .
    6. Move the slider bar under Show administrative tools to Yes .
    7. Click or tap the bottom left corner of the screen to switch to the Start screen, and then click or tap Print Management .
    8. Click or tap All Printers .
    9. Find every instance of the printer you are trying to uninstall, right-click or tap and hold the name, and then click or tap Delete .
    10. Close Print Management , return to Programs and Features , and then continue uninstalling the remaining printer software.

Step two: Turn off the 'terminate and stay resident' programs

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. The MSCONFIG utility prevents TSR programs and services from starting.
  1. Right-click or tap and hold the bottom left corner of the screen.
  2. Click or tap Run .
  3. Type msconfig in the Run window, and then press Enter on the keyboard.
    If the User Account Control window opens with the message Windows needs your permission to continue , click or tap Continue to close the window.
  4. In the System Configuration window, click or tap the radio button next to Selective Startup , and then click or tap the box next to Load startup items to remove the checkmark.
  5. Click or tap the Services tab, click or tap the Hide all Microsoft services checkbox, and then click or tap Disable All .
  6. Click or tap Apply , and then click or tap OK .
  7. When prompted to restart the computer, click or tap Restart .

Step three: Clear temporary files and folders

Follow these steps to use the Disk Cleanup Utility to clear temporary files to free hard disk space on the computer.
  1. Right-click or tap and hold the bottom left corner of the screen.
  2. Click or tap Search , and then click or tap Settings . The Settings search window opens.
  3. Type Disk Cleanup in the Settings search window.
  4. Click or tap Free up disk space by deleting unnecessary files .
  5. Select the drive containing the operating system and click or tap OK .
  6. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  7. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deletes temporary Internet files
    • Deletes downloaded program files
    • Empties the Recycle Bin
    • Deletes files from the Temporary folder
    • Deletes files created by other Windows tools
    • Removes optional Windows components that are not used
  8. After you select the components that you want to remove, click or tap OK .

Step four: Disable the firewall

Firewalls from third-party firewall vendors, such as Symantec, McAfee, or ZoneAlarm, can prevent the HP software from successfully installing over a network connection. Follow these steps to temporarily disable any third-party firewalls.
Important : Leaving the network connected to the Internet while the firewall is disabled exposes your computer to outside access. Make sure that your Windows firewall is turned on or disconnect the computer from the Internet.
  1. On the Desktop, look in the lower-right corner of the computer (systems tray) to find the icon representing the third-party software.
    NOTE:The appearance of the icon varies depending on the manufacturer of the software.
    Figure 11: Example of the systems tray on the computer
    Image of a systems tray.
  2. Right-click or touch and hold the icon for the third-party software, and then click or tap Disable .
    NOTE:The option to disable the software might not be called "Disable ." Look for a similar menu option, such as Stop or Turn off .

Step five: Download and install the software from the HP website

Follow these steps to download the software, and then install it.
Video of downloading and installing the Full Feature software with a USB connection
The following video demonstrates how to download and install the Full Feature software with a USB connection in Windows 8.
If you have trouble viewing the video or to view the video in a different size, click or tap here to play the video on YouTube .
Video of downloading and installing the Full Feature software with a wireless connection
The following video demonstrates how to download and install a Full Feature driver with a wireless connection in Windows 8.
If you have trouble viewing the video or to view the video in a different size, click or tap here to play the video on YouTube .
  1. Disconnect the USB cable or the Ethernet cable from the printer, depending on your connection type.
    NOTE:If the printer connects to the network wirelessly, you can leave it connected during the installation.
  2. Turn the printer on.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers .
  4. Check the instructions on the page, and then click or tap the Plus sign ( ) next to the correct heading for additional instructions:
      If prompted to enter your printer in the window
      1. Type your printer model in the window.
      2. Click or tap Next . If necessary click or tap your model in a list of similar printers.
      3. Click or tap Software and Driver Downloads .
      4. Click or tap the drop-down arrow ( ), and then click or tap your operating system.
      5. Click or tap Next , and then continue to the next step.
      If prompted to select your operating system
      1. Click or tap the drop-down arrow ( ), and then click or tap your operating system.
      2. Click or tap Next , and then continue to the next step.
  5. Click or tap Driver , and then click or tap the driver that you want to download.
  6. Read through the description, details, and specifications. You can also click or tap View directions for complete download instructions.
  7. Click or tap Download .
  8. Click or tap Save in the Notification bar to download the software.
    NOTE:The software file automatically saves to the Downloads folder on your computer. If you want to install it at a later time, right-click or tap and hold the bottom left corner of the screen, click or tap File Explorer , and then click or tap Downloads to access the file.
  9. When the download completes, click or tap Run in the Notification bar.
  10. Click or tap Yes in the User Account Control window, and then wait while the installer extracts the files.
  11. In the software installer window, follow the instructions to complete the installation.

Step six: Enable the Startup software

Follow these steps to turn on the programs that you turned off in the previous Turn off the 'terminate and stay resident' programs step in this document.
  1. Right-click or tap and hold the lower left corner of the computer screen.
  2. Click or tap Run .
  3. Type msconfig in the Run window, and then press Enter on the keyboard.
    If the User Account Control window opens with the message Windows needs your permission to continue , click or tap Continue to close the window.
  4. In the System Configuration window, click or tap the radio button beside Normal Startup .
  5. Click or tap Apply , and then click or tap OK .
  6. When prompted to restart the computer, click or tap Restart .

Step seven: Restart and configure the firewall

NOTE:Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click or tap Allow , Permit , or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 12: Examples of the notification area on the computer
    Image: Notification area.
  3. On the Desktop in the notification area, right-click or tap and hold the icon for the third-party software, and then click or tap Enable . If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable .' Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click or tap the option to restart it.
  4. Find your firewall in the following table, and click or tap the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.
    Firewall not in the table?
    1. Open your firewall software, and then locate the configuration settings.
      Important : Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
    2. Set your firewall to unblock the following port range:
      • UDP port range 1000-65535
      NOTE:You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:
      • TCP port 80
      • TCP port 443
      • TCP port 8080
      • TCP port 9220
      • TCP port 9500
      NOTE:Set one port rule for all these individual TCP ports.
Follow these steps for the Mac OS X 10.6 operating system.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Workaround: Check functionality and skip remaining installation

If your installation stalled towards the end of the process, such as 96% or step 3 of 4, you might be able to use your printer without troubleshooting.
The software and drivers that are required to use your HP printer are installed earlier in the installation process. Near the end of the installation, other processes take place, such as web registration, software configuration, and recognition of your HP printer on your computer or network. These processes are valuable, but are not necessarily required to use your HP printer.
First, follow these steps to check that the printer functions.
If you have a multifunction printer
A printer that also copies, scans, and/or faxes.
, follow these steps to check the various functions.
  1. showhide
    Scan a document.
    1. Load any original on the scanner glass.
    2. Press the Scan button to scan the document.
    3. Scan the file to any destination to test the scan.
  2. showhide
    Print a document.
    1. Open any document, or create a quick test document.
    2. Click File , and then click Print .
    3. Select your printer from the Name drop-down list.
    4. Click OK .
      • If these functions work correctly , you do not have to complete the installation or troubleshoot the issue.
      • If these functions do not work correctly , continue with the solutions in this document.
  3. Last, cancel the installation. You can force the application to quit if necessary.
If your printer is a single-function printer
A printer that does not have scan, fax, or copy capabilities.
, follow these steps to print a document to test the functionality.
  1. Open any document, or create a quick test document.
  2. Click File , and then click Print .
  3. Select your printer from the Name drop-down list.
  4. Click OK .
    • If these functions work correctly , you do not have to complete the installation or troubleshoot the issue.
    • If these functions do not work correctly , continue with the solutions in this document.
  5. Last, cancel the installation. You can force the application to quit if necessary.

Solution one: Restart the computer

Follow these steps to restart your computer.
  1. Close all open applications, such as Safari, Word, or iTunes:
    1. Click the name of the application (<Application Name> ) on the menu bar, next to the Apple menu icon ( ) on the upper-left corner of your computer screen.
    2. Click Quit <Application Name> at the bottom of the pop-up menu.
    3. Repeat these steps for each open application.
  2. Click the Apple menu icon ( ), and then click Shut Down on the pop-up menu.
  3. Click Shut Down in the pop-up menu, or just wait for the computer to automatically shut down.
  4. Once the computer is off, press the Power button to turn on the computer.

Solution two: Perform a power reset

Follow these steps to reset the HP printer. A power reset drains the power from the printer and returns it to the same settings after restarting. A power reset is a common troubleshooting step, and can be performed for conditions similar to an installation stall.
  1. Press the Power button ( ) to turn off the product.
    NOTE:The product might not turn off after pressing the Power button. Continue to the next step regardless.
  2. Disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the electrical outlet.
  4. Wait 30 seconds.
  5. Replug the power cord into the electrical outlet.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button ( ) to turn on the product.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Turn off background programs, and then reinstall the HP software

Follow these steps to remove all HP software, turn off background programs, and then reinstall the HP software.

Step one: Remove the HP software

Even if the HP software installation was incomplete, some HP components might be partially installed on your computer. Follow these steps to remove all components before continuing.
  1. Disconnect the USB cable from the HP printer if it is connected with a USB cable.
    Figure 13: Disconnect the USB cable from the printer
    Image: Disconnect the USB cable from the printer.
  2. Double-click the Macintosh Hard Drive icon ( ) from the desktop.
  3. Click Applications , and then click the Hewlett-Packard folder.
  4. Double-click the HP Uninstaller . The HP Uninstaller opens.
  5. Click Continue .
  6. Select the HP printer to remove, and then click Uninstall .
  7. When prompted, type the Administrator name and Password, and then click OK .
  8. Reconnect the printer, and then restart your computer.

Step two: Turn off background programs

  1. Look in the Dock for any running programs.
    If there is an indicator (black or blue line) beneath the program icon, the program is running.
  2. Save your work, if necessary, and then right-click each open program and choose Close .
    NOTE:If the program is not responding, you might have to force it to quit.

Step three: Reinstall the HP software

Select one of the following methods to reinstall the HP software.
Follow these steps to download and install the software from the HP website.
  1. Turn on the printer.
  3. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions:
      If prompted to enter your product in the window .
      1. Type your printer number in the window.
      2. Click Next . If necessary click your model in a list of similar printers.
      3. Click Software and Driver Downloads .
      4. Click the drop-down arrow ( ), and then click your operating system.
      5. Click Next , and then continue to the next step.
      If prompted to select your operating system .
      1. Click the drop-down arrow ( ), and then click your operating system.
      2. Click Next , and then continue to the next step.
  4. Click the Plus sign ( ) next to Driver , and then click the driver that you want to download.
  5. Read through the minimum system requirements and additional instructions. You can also click View directions ( ) for complete download instructions.
  6. Click the option that you want to download.
    A page displays with more information about that option and the specific items that it includes.
    NOTE:HP recommends the Full Feature type of download, if available, to take advantage of all your printer features.
  7. Click Download . If your browser opens a new dialog box, you might also need to click Save or Save File .
    The file downloads to your computer.
    Figure 14: Example of a downloaded file
    Example of a downloaded file.
  8. Double-click the icon above the file name. The computer extracts the files and displays a disk image file icon above the printer name.
    Figure 15: Example of a disk image file
    Example of a disk image file.
  9. Double-click the disk image file.
  10. Double-click the HP Installer icon.
    The HP Installer program opens.
  11. When prompted, select your printer, and then click OK .
  12. Follow the on-screen instructions to complete the installation.
To install the printer driver available in Mac OS X 10.6, simply connect the USB cable to the printer and to the computer. The print queue will automatically be created. If you do not see your printer in the Printer pop-up menu after connecting it, use the following steps to manually add the printer.
Figure 16: Apple Update prompt
Image: Apple Update prompt.
  1. From the Dock, click System Preferences , and then click Print & Fax .
  2. Click the Plus icon ( ) in the lower left corner of the window to add the printer to the available printers.
    NOTE:To access a locked window, click the lock icon on the bottom of the window to identify the user.
  3. Select your printer, and then click Add to create a new print queue.
NOTE:If you are upgrading your Mac OS using the Snow Leopard DVD, the install process should automatically recreate your previous HP printer queues using the latest HP drivers included in Snow Leopard.
If you have the HP software CD, you can insert the CD into the CD drive on your computer, and then follow the on-screen instructions to install the software.
NOTE:The software available on the HP website is the most current software, and might be more current than the software on the CD.
Follow these steps for the OS X 10.7 operating system.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Workaround: Check functionality and skip remaining installation

If your installation stalled towards the end of the process, such as 96% or step 3 of 4, you might be able to use your printer without troubleshooting.
The software and drivers that are required to use your HP printer are installed earlier in the installation process. Near the end of the installation, other processes take place, such as web registration, software configuration, and recognition of your HP printer on your computer or network. These processes are valuable, but are not necessarily required to use your HP printer.
First, follow these steps to check that the printer functions.
If you have a multifunction printer
A printer that also copies, scans, and/or faxes.
, follow these steps to check the various functions.
  1. showhide
    Scan a document.
    1. Load any original on the scanner glass.
    2. Press the Scan button to scan the document.
    3. Scan the file to any destination to test the scan.
  2. showhide
    Print a document.
    1. Open any document, or create a quick test document.
    2. Click File , and then click Print .
    3. Select your printer from the Name drop-down list.
    4. Click OK .
      • If these functions work correctly , you do not have to complete the installation or troubleshoot the issue.
      • If these functions do not work correctly , continue with the solutions in this document.
  3. Last, cancel the installation. You can force the application to quit if necessary.
If your printer is a single-function printer
A printer that does not have scan, fax, or copy capabilities.
, follow these steps to print a document to test the functionality.
  1. Open any document, or create a quick test document.
  2. Click File , and then click Print .
  3. Select your printer from the Name drop-down list.
  4. Click OK .
    • If these functions work correctly , you do not have to complete the installation or troubleshoot the issue.
    • If these functions do not work correctly , continue with the solutions in this document.
  5. Last, cancel the installation. You can force the application to quit if necessary.

Solution one: Restart the computer

Follow these steps to restart your computer.
  1. Close all open applications, such as Safari, Word, or iTunes:
    1. Click the name of the application (<Application Name> ) on the menu bar, next to the Apple menu icon ( ) on the upper-left corner of your computer screen.
    2. Click Quit <Application Name> at the bottom of the pop-up menu.
    3. Repeat these steps for each open application.
  2. Click the Apple menu icon ( ), and then click Shut Down on the pop-up menu.
  3. Click Shut Down in the pop-up menu, or just wait for the computer to automatically shut down.
  4. Once the computer is off, press the Power button to turn on the computer.

Solution two: Perform a power reset

Follow these steps to reset the HP printer. A power reset drains the power from the printer and returns it to the same settings after restarting. A power reset is a common troubleshooting step, and can be performed for conditions similar to an installation stall.
  1. Press the Power button ( ) to turn off the product.
    NOTE:The product might not turn off after pressing the Power button. Continue to the next step regardless.
  2. Disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the electrical outlet.
  4. Wait 30 seconds.
  5. Replug the power cord into the electrical outlet.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button ( ) to turn on the product.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Turn off background programs, and then reinstall the HP software

Follow these steps to remove all HP software, turn off background programs, and then reinstall the HP software.

Step one: Remove the HP software

Even if the HP software installation was incomplete, some HP components might be partially installed on your computer. Follow these steps to remove all components before continuing.
  1. Disconnect the USB cable from the HP printer if it is connected with a USB cable.
    Figure 17: Disconnect the USB cable from the printer
    Image: Disconnect the USB cable from the printer.
  2. Double-click the Macintosh Hard Drive icon ( ) from the desktop.
  3. Click Applications , and then click the Hewlett-Packard folder.
  4. Double-click the HP Uninstaller . The HP Uninstaller opens.
  5. Click Continue .
  6. Select the HP printer to remove, and then click Uninstall .
  7. When prompted, type the Administrator name and Password, and then click OK .
  8. Reconnect the printer, and then restart your computer.

Step two: Turn off background programs

  1. Look in the Dock for any running programs.
    If there is an indicator (black or blue line) beneath the program icon, the program is running.
  2. Save your work, if necessary, and then right-click each open program and choose Close .
    NOTE:If the program is not responding, you might have to force it to quit.

Step three: Reinstall the HP software

Choose from the following for steps to install the HP software from Apple Software Update or from the printer CD.
Follow these steps to download and install the HP software in OS X 10.7 for a USB connection.
Step one: Update the software
Follow these steps to update the software.
  1. Important : Check the following prerequisites before continuing with the installation:
    • Turn on your HP product, if it is not already on.
    • Turn on your Mac, if it is not already on.
    • Connect the HP product to the Mac with a USB cable.
      OR
    • Make sure that there is an existing print queue for your HP product.
    NOTE:If you get a prompt to download software, click Not Now , and then continue with these instructions.
  2. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates.
  3. In the Software Update window, if you see an available HP software update, select it and then click Install .
    NOTE: Install all available HP software updates for best product performance and functionality.
  4. When prompted, enter your administrator account name and password.
  5. After the software updates complete, restart the computer (if required).
Step two: Add the printer and install the software
Follow these steps to add the printer and install the software.
  1. Click the Apple menu ( ), and then click System Preferences .
  2. Click Print & Scan .
  3. Click the plus sign ( ). The name of your product displays.
  4. Select your HP product listed as a USB type, and then click Add .
    NOTE:You must choose the USB connection type for a USB-connected product.
  5. Click Install , and then click Agree on the software license agreement window to install the software and add the product to the queue.
  6. After the installation process completes, verify that your product displays in the queue.
    NOTE:If the product was not added to the queue, Click the plus sign ( ), select your HP product, and then click Add .
Follow these steps to download and install the HP software in OS X 10.7 for a network connection.
Step one: Add the printer and install the software
Follow these steps to add the printer and install the software.
  1. Important : Check the following prerequisites before continuing with the installation:
    • Turn on your HP product, if it is not already on.
    • Turn on your Mac, if it is not already on.
    • Connect the HP product to the Mac with a network connection.
      OR
    • Make sure that there is an existing print queue for your HP product.
    NOTE:If there is an existing print queue for your product, continue to Step two: Install or update the HP software for a network connection .
  2. Click the Apple menu ( ), and then click System Preferences .
  3. Click Print & Scan .
  4. Click the plus sign ( ). The name of your product displays.
  5. Select your HP product listed as a Bonjour type, and then click Add .
    NOTE:You must choose the Bonjour connection type for a network-connected product.
  6. Click Install , and then click Agree on the software license agreement window to install the software and add the product to the queue.
  7. After the installation process completes, verify that your product displays in the queue.
    NOTE:If the product was not added to the queue, Click the plus sign ( ), select your HP product, and then click Add .
Step two: Update the software
Follow these steps to update the software.
  1. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates.
  2. In the Software Update window, if you see an available HP software update, select it and then click Install .
    NOTE: Install all available HP software updates for best product performance and functionality.
  3. When prompted, enter your administrator account name and password.
  4. After the software updates complete, restart the computer (if required).
If you have the HP software CD, you can insert the CD into the CD drive on your computer, and then follow the on-screen instructions to install the software.
Important: Depending on the release date of your printer, the printer CD might not be supported in Mac OS X 10.7. To make sure that you install the most current software, HP recommends that you use the method in this document to download and install the software from the HP website.
Follow these steps for the OS X 10.8 operating system.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Workaround: Check functionality and skip remaining installation

If your installation stalled towards the end of the process, such as 96% or step 3 of 4, you might be able to use your printer without troubleshooting.
The software and drivers that are required to use your HP printer are installed earlier in the installation process. Near the end of the installation, other processes take place, such as web registration, software configuration, and recognition of your HP printer on your computer or network. These processes are valuable, but are not necessarily required to use your HP printer.
First, follow these steps to check that the printer functions.
If you have a multifunction printer
A printer that also copies, scans, and/or faxes.
, follow these steps to check the various functions.
  1. showhide
    Scan a document.
    1. Load any original on the scanner glass.
    2. Press the Scan button to scan the document.
    3. Scan the file to any destination to test the scan.
  2. showhide
    Print a document.
    1. Open any document, or create a quick test document.
    2. Click File , and then click Print .
    3. Select your printer from the Name drop-down list.
    4. Click OK .
      • If these functions work correctly , you do not have to complete the installation or troubleshoot the issue.
      • If these functions do not work correctly , continue with the solutions in this document.
  3. Last, cancel the installation. You can force the application to quit if necessary.
If your printer is a single-function printer
A printer that does not have scan, fax, or copy capabilities.
, follow these steps to print a document to test the functionality.
  1. Open any document, or create a quick test document.
  2. Click File , and then click Print .
  3. Select your printer from the Name drop-down list.
  4. Click OK .
    • If these functions work correctly , you do not have to complete the installation or troubleshoot the issue.
    • If these functions do not work correctly , continue with the solutions in this document.
  5. Last, cancel the installation. You can force the application to quit if necessary.

Solution one: Restart the computer

Follow these steps to restart your computer.
  1. Close all open applications, such as Safari, Word, or iTunes:
    1. Click the name of the application (<Application Name> ) on the menu bar, next to the Apple menu icon ( ) on the upper-left corner of your computer screen.
    2. Click Quit <Application Name> at the bottom of the pop-up menu.
    3. Repeat these steps for each open application.
  2. Click the Apple menu icon ( ), and then click Shut Down on the pop-up menu.
  3. Click Shut Down in the pop-up menu, or just wait for the computer to automatically shut down.
  4. Once the computer is off, press the Power button to turn on the computer.

Solution two: Perform a power reset

Follow these steps to reset the HP printer. A power reset drains the power from the printer and returns it to the same settings after restarting. A power reset is a common troubleshooting step, and can be performed for conditions similar to an installation stall.
  1. Press the Power button ( ) to turn off the product.
    NOTE:The product might not turn off after pressing the Power button. Continue to the next step regardless.
  2. Disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the electrical outlet.
  4. Wait 30 seconds.
  5. Replug the power cord into the electrical outlet.
  6. Reconnect the power cord to the rear of the product.
  7. Press the Power button ( ) to turn on the product.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Turn off background programs and reinstall the HP software

Follow these steps to remove all HP software, turn off background programs, and then reinstall the HP software.

Step one: Remove the HP software

Even if the HP software installation was incomplete, some HP components might be partially installed on your computer. Follow these steps to remove all components before continuing.
  1. Disconnect the USB cable from the HP printer if it is connected with a USB cable.
    Figure 18: Disconnect the USB cable from the printer
    Image: Disconnect the USB cable from the printer.
  2. Double-click the Macintosh Hard Drive icon ( ) from the desktop.
  3. Click Applications , and then click the Hewlett-Packard folder.
  4. Double-click the HP Uninstaller . The HP Uninstaller opens.
  5. Click Continue .
  6. Select the HP printer to remove, and then click Uninstall .
  7. When prompted, type the Administrator name and Password, and then click OK .
  8. Reconnect the printer, and then restart your computer.

Step two: Turn off background programs

  1. Look in the Dock for any running programs.
    If there is an indicator (black or blue line) beneath the program icon, the program is running.
  2. Save your work, if necessary, and then right-click each open program and choose Close .
    NOTE:If the program is not responding, you might have to force it to quit.

Step three: Reinstall the HP software

Choose from the following for steps to install the HP software from Apple Software Update or from the printer CD.
Follow these steps to install the HP software in OS X 10.8 for a USB connection.
  1. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates and updates the database that your Mac uses to determine available printer software.
  2. Click Show Details , select any available software updates, and then click Install .
    NOTE: Install all available updates for best printer performance and functionality.
  3. Turn on your printer, and then make sure that it has paper in the tray and that it is in a ready state.
  4. Connect the USB cable to the printer and to the Mac. A print queue is automatically created for your printer. If the Mac already has current software for your printer, the print queue is created in the background.
    NOTE:If you are prompted to install any additional software for your printer, click Install , and then follow the instructions to complete the installation.
  5. Click the Apple menu, and then click System Preferences .
  6. Click Print & Scan , and then make sure that your printer is in the list of available devices.
    If your printer is not listed, click the plus sign ( ) at the bottom of the left pane, click the name of your USB printer, and then click Add .
    NOTE: Quit and restart any applications that were open before adding the printer to use the updated HP software features.
Follow these steps to install the HP software in OS X 10.8 for a network connection.
  1. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates and updates the database that your computer uses to determine available printer software.
  2. Click Show Details , select any available software updates, and then click Install .
    NOTE: Install all available software updates for best printer performance and functionality.
  3. Turn on the printer, and then make sure that it has paper in the tray and that it is in a ready state.
  4. Make sure that the printer is connected to the wired or wireless network, or is connected to the USB port of a Time Capsule or AirPort Base Station.
  5. Click the Apple menu, and then click System Preferences .
  6. Click Print & Scan , and then click the plus sign ( ) in the lower left corner of the window.
  7. Under Nearby Printers , click the name of your printer.
    NOTE:If your printer is not listed, click Add Printer or Scanner for a full list of printers.
  8. Under Name , click the name of your printer.
    NOTE:Make sure that the printer kind is Bonjour or Bonjour Multifunction .
  9. Click the Use box, and then select the name of your printer in the pop-up menu.
  10. Click Add to add the printer to the queue.
  11. If you are prompted to install any additional software for your printer, click Install , and then follow the instructions to complete the installation.
    NOTE: Quit and restart any applications that were open before adding the printer to use the updated HP software features.
If you have the HP software CD, you can insert the CD into the CD drive on your computer, and then follow the on-screen instructions to install the software.
Important: Depending on the release date of your printer, the printer CD might not be supported in Mac OS X 10.8. To make sure that you install the most current software, HP recommends that you use the method in this document to download and install the software from the HP website.