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HP Officejet J6450 All-in-One Printer support

Resolving HP Solution Center Scan and printer Status Issues After Upgrading From Windows Vista to Windows 7

  • PrintPrint
This document pertains to all multifunction printers that have HP Solution Center software and are connected to a Windows 7 computer.
Review scan and printer issues that might occur after you update your computer operating system from Windows Vista to Windows 7.
  • When you open the printer Toolbox in HP Solution Center, the following error displays in the window.
    'The computer is unable to establish two-way communication with the device.'
  • When you click the Estimated Ink Levels tab in the printer Toolbox, the following message displays in the window.
    'The computer is unable to establish two-way communication with the device.'
  • You installed the printer, but the status is 'Disconnected' in HP Solution Center. The following message displays in the window.
    '(Name of the printer) Disconnected!'
  • When you try to scan from the front panel of the printer, No Scan Options displays on the control panel.
  • You cannot scan from HP Solution Center using HP Twain Scan.

Solution

The steps to resolve the issue differ depending on the version of HP Solution Center you have installed on your computer. Check the color of the HP Solution Center icon on the desktop, and then select the corresponding icon to resolve the issue.
NOTE:You can also check the version of HP Solution Center installed on your computer by visiting the programs list through your computer's control panel
Select the icon that matches the one on your desktop, and then follow the instructions to resolve the issue.
If you have a blue HP Solution Center icon on your desktop, you have HP Solution Center version 12 or lower. Select your connection type, and then follow the instructions to download the software that resolves the issue.
Important: If your printer connects to the computer with a USB cable, disconnect the cable from the HP printer now.
Solution one: Download and install the software patch
Follow these steps to download and install the software patch that resolves the issue. This patch fixes functionality issues that exist after upgrading Windows Vista to Windows 7.
  1. Click here to download the software patch. A File Download window opens.
  2. Choose one of the following options to download the patch to the computer.
    • If you want to install the patch on the computer immediately, click Run.
    • If you want to install the patch at a later time, click Save, select a destination on the computer for the file to save, and then click Save. When the download is complete, click the downloaded file.
  3. Follow the on-screen instructions to install the software.
  4. When you are prompted to restart your computer, click Restart to complete the installation.
Solution two: Download and install the latest printer software from the HP website
Follow these steps in the order given to resolve the issue.
Step one: Uninstall the printer software
Select one of the following methods to uninstall the printer software.
Important: While you do not need to uninstall every HP application, you must uninstall HP Solution Center, HP Imaging Device Functions, and the device software/print driver.
Method one: Run the HP Uninstaller
  1. On the Windows taskbar, click the Windows icon (), and then type uninstall in the Search programs and files box.
  2. Click Uninstall a program. A list of programs installed on your computer opens.
  3. In the list of installed programs, click your HP printer, and then click Uninstall. The HP Uninstaller opens.
  4. Select Uninstall all HP printers associated with this device or Choose which HP printers to uninstall. Then click Next.
  5. Follow the on-screen instructions to complete the software removal.
    CAUTION:If you are asked to remove shared files, click No. Other programs that use these files might not work if you delete the files.
  6. Disconnect the printer from the power source, and then restart the computer.
Method two: Uninstall through the Windows Control Panel
  1. Click the Windows icon (), and then click Control Panel.
  2. Under Programs, click Uninstall a program.
  3. Find your HP printer driver in the list of installed programs. If you do not see the printer name, look for the printer type, such as Photosmart, Officejet, PSC, or Deskjet. For example:
    • HP Photosmart C4600 All-in-One Driver software 13.0 Rel. 5
    • HP Photosmart All-in-One Software 13.0
    If your printer does not display in the list of installed programs, continue to the next method to uninstall the software.
  4. Click the driver, click Uninstall/Change, and then follow the on-screen instructions to complete the process.
Method three: Run the HP Uninstaller from the printer CD
The HP uninstaller program might be available on the printer CD, depending on the printer model. If you have the printer CD readily available, try this option to quickly check whether you have the HP Uninstaller, and then run it.
  1. Insert the CD into the CD drive of the computer, and then wait a few seconds for the software installer/uninstaller to start.
    NOTE:If the CD does not start automatically, click the Windows icon (), click Computer, and then double-click the CD drive.
  2. Click the Uninstall option, and then follow the on-screen instructions to complete the process.
  3. If this method did not uninstall all printers associated with your device, go to the method to uninstall the printer software through the Windows Control Panel.
Step two: Download and install the latest printer software
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. If the Welcome to HP Support page opens, follow these steps:
    1. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  4. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  5. Scroll down the page, and then click Driver - Product Installation Software.
  6. Click Download next to the full feature or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
Follow these steps to download and install the printer software if your printer connects to your computer using a wired (Ethernet) or wireless network connection.
Important: While you do not need to uninstall every HP application, you must uninstall HP Solution Center, HP Imaging Device Functions, and the device software/print driver.
Step one: Uninstall the printer software
Important: If your printer connects to your computer with an Ethernet cable, disconnect the cable from the HP printer now.
  1. On the Windows taskbar, click the Windows icon (), and then type uninstall in the Search programs and files box.
  2. Click Uninstall a program. A list of programs installed on your computer opens.
  3. In the list of installed programs, click your HP printer, and then click Uninstall. The HP Uninstaller opens.
    NOTE:If you do not see your printer in this list, the HP Uninstaller is not available for your printer. Try the next method in this document for removing the software.
  4. Select Uninstall all HP printers associated with this device or Choose which HP printers to uninstall. Then click Next.
  5. Follow the on-screen instructions to complete the software removal.
    CAUTION:If you are asked to remove shared files, click No. Other programs that use these files might not work if you delete the files.
  6. Disconnect the printer from the power source, and then restart the computer.
Follow these steps to uninstall the printer software through the Windows Control Panel.
  1. Click the Windows icon (), and then click Control Panel.
  2. Under Programs, click Uninstall a program.
  3. Find your HP printer driver in the list of installed programs. If you do not see the printer name, look for the printer type, such as Photosmart, Officejet, PSC, or Deskjet. For example:
    • HP Photosmart C4600 All-in-One Driver software 13.0 Rel. 5
    • HP Photosmart All-in-One Software 13.0
    If your printer does not display in the list of installed programs, continue to the next method to uninstall the software.
  4. Click the driver, click Uninstall/Change, and then follow the on-screen instructions to complete the process.
The HP uninstaller program might be available on the printer CD, depending on the printer model. If you have the printer CD readily available, try this option to quickly check whether you have the HP Uninstaller, and then run it.
  1. Insert the CD into the CD drive of the computer, and then wait a few seconds for the software installer/uninstaller to start.
    NOTE:If the CD does not start automatically, click the Windows icon (), click Computer, and then double-click the CD drive.
  2. Click the Uninstall option, and then follow the on-screen instructions to complete the process.
Step two: Download and install the latest printer software for your printer
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. If the Welcome to HP Support page opens, follow these steps:
    1. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  4. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  5. Scroll down the page, and then click Driver - Product Installation Software.
  6. Click Download next to the full feature or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
If you have a black HP Solution Center icon on your desktop, you have Solution Center version 13 or higher. Follow these steps to download and install the latest full feature software to resolve the issue.

Step one: Uninstall the printer software

If your printer connects to the computer with an Ethernet cable, disconnect the cable from the HP printer now.
Important: While you do not need to uninstall every HP application, you must uninstall HP Solution Center, HP Imaging Device Functions, and the device software/print driver.
  1. If your printer connects to the computer with a USB cable, disconnect the USB cable from the HP printer.
  2. On the Windows taskbar, click the Windows icon (), and then type uninstall in the Search programs and files box.
  3. Click Uninstall a program. A list of programs installed on your computer opens.
  4. In the list of installed programs, click your HP printer, and then click Uninstall. The HP Uninstaller opens.
    NOTE:If you do not see your printer in this list, the HP Uninstaller is not available for your printer. Try the next method in this document for removing the software.
  5. Select Uninstall all HP printers associated with this device or Choose which HP printers to uninstall. Then click Next.
  6. Follow the on-screen instructions to complete the software removal.
    CAUTION:If you are asked to remove shared files, click No. Other programs that use these files might not work if you delete the files.
  7. Disconnect the printer from the power source, and then restart the computer.
Follow these steps to uninstall the printer software through the Windows Control Panel.
  1. Click the Windows icon (), and then click Control Panel.
  2. Under Programs, click Uninstall a program.
  3. Find your HP printer driver in the list of installed programs. If you do not see the printer name, look for the printer type, such as Photosmart, Officejet, PSC, or Deskjet. For example:
    • HP Photosmart C4600 All-in-One Driver software 13.0 Rel. 5
    • HP Photosmart All-in-One Software 13.0
    If your printer does not display in the list of installed programs, continue to the next method to uninstall the software.
  4. Click the driver, click Uninstall/Change, and then follow the on-screen instructions to complete the process.
The HP uninstaller program might be available on the printer CD, depending on the printer model. If you have the printer CD readily available, try this option to quickly check whether you have the HP Uninstaller, and then run it.
  1. Insert the CD into the CD drive of the computer, and then wait a few seconds for the software installer/uninstaller to start.
    NOTE:If the CD does not start automatically, click the Windows icon (), click Computer, and then double-click the CD drive.
  2. Click the Uninstall option, and then follow the on-screen instructions to complete the process.

Step two: Download and install the latest printer software for your printer

  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. If the Welcome to HP Support page opens, follow these steps:
    1. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  4. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  5. Scroll down the page, and then click Driver - Product Installation Software.
  6. Click Download next to the full feature or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
HP Officejet J6450 All-in-One Printer

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