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HP Photosmart 7660 Photo Printer Troubleshooting

Windows: 'Device Setup Failed to Complete' or 'Unknown Device' Message Displays on the Computer During a USB Installation

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Issue

After connecting the USB cable during the printer software installation, one of the following issues occurs:
  • A 'Device setup failed to complete ' or an 'Unknown device ' message displays on the computer.
  • The Plug and Play installation fails to start.
  • A red X displays in the lower right corner of the computer screen.
Show all | Hide all
There are several possible causes for a USB installation issue.
  • There might be an issue with the USB connection between the printer and the computer.
  • The full feature HP software prompts you to connect the USB cable at a certain time during the installation. If you connect the cable prior to the prompt, an error might display.
  • When you connect the USB cable to the printer and to the computer, Windows might automatically try to detect and install your printer with an in-OS driver
    A print driver included in the Windows operating system that provides basic printing functionality.
    . If an in-OS driver is not available for your printer, an error might display.
Click the plus sign () next to your operating system for more information.
Follow these steps to troubleshoot installation issues on Windows XP.
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.

Solution one: Check the USB connection

Follow these steps to test the USB connection between the HP printer and your computer.
Follow these steps to check the USB connection from the HP product to the computer.
Step one: Disconnect and reconnect the USB cable
  1. Disconnect the USB cable from the back of the HP product.
    Figure 1: Disconnect the USB cable from the back of the HP product
    Illustration of unplugging the USB cable
  2. Disconnect the USB cable from the back of the computer.
  3. Wait five seconds.
  4. Reconnect the USB cable to the product and the computer. Apply some pressure to secure the connections.
  5. Make sure that the USB cable is connected correctly. The icon on the USB cable ( ) generally faces up when the cable is connected correctly.
    Figure 2: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 3: Connect the larger end of the USB cable to the computer
    Illustration: Connect the USB cable to the computer
Step two: Test the USB connection
To test the USB connection, first select your USB connection type.
    The USB cable connects directly from my HP product to my computer.
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
    The USB cable connects to a USB hub or a docking station for a laptop.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable
  1. Replace the USB cable. HP supports USB cables less than 3 meters (9 feet 10 inches) in length.
  2. Try printing again.
Step four: Remove additional USB devices that connect to the computer
If you have several USB-connected devices, such as another printer, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the HP product.
  2. Try printing again
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
Step five: Reset the printer
After you resolve all potential USB conflicts, follow these steps to restart the HP printer.
  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
  • If the installation automatically continues and completes successfully , you do not need to continue troubleshooting.
  • If the installation does not automatically continue , restart the installation process.
  • If the issue persists , continue to the next solution.

Solution two: Refresh the Windows Device Manager

Follow these steps to refresh the Windows Device Manager.
  1. On the Windows taskbar, click Start , and then click Run . The Run window opens.
  2. In the Open text box, type devmgmt.msc , and then press Enter . The Windows Device Manager opens.
  3. Look for your HP printer in the Other devices or Universal Serial Bus controllers lists.
    • If you see your printer with a yellow exclamation mark next to it , or the phrase 'Unknown device ,' continue with the steps in this procedure.
      Figure 4: Example of Device Manager entries with yellow exclamation marks
      Image: Example of Device Manager entries with yellow exclamation marks
    • If you do not see your printer in the list , or there is no yellow exclamation point, discontinue the steps in this procedure and continue to the next solution.
  4. Right-click the HP device/Unknown device entry, and then click Update driver . The Welcome to hardware update wizard opens.
  5. Select Install the software automatically , and then click Next . Follow the on-screen instructions to finish refreshing the device manager.
  6. Repeat these steps for all device entries with a yellow exclamation mark.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Uninstall and reinstall the HP software

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

Step one: Uninstall the HP software

Even if the HP software did not install successfully, there might be components of the software installed on your computer. Follow these steps to remove the HP software.
  1. Unplug the USB cable connecting the printer to the computer.
  2. On the Windows taskbar, click Start , and then click Control Panel . The Windows Control Panel opens.
  3. Double-click Add/Remove Programs . In the list of installed programs, click your HP printer, and then click Add/Remove . Make sure that you remove all of the following programs, if they are present:
    • HP Deskjet/Officejet/Photosmart software
    • HP Imaging device functions
    • HP Customer Participation program
    • HP Solution Center or HP Director
    • HP Photosmart Essentials or Express, HP Photosmart Premier, or HP Image Zone
  4. Follow the on-screen instructions to complete the HP software removal.
    CAUTION:If asked to remove shared files, click No . Other programs that use these files might not work if you delete the files.
  5. Disconnect the printer from the power source, and then restart the computer.

Step two: Clear temporary files and folders

Follow these steps to remove temporary files and folders. It is important that you complete this step to make sure that the problem files are not reinstalled in the following steps.
  1. On the Windows taskbar, click Start , click Run , and then type %temp% in the Open box.
  2. Click Edit , and then click Select All .
  3. Under File and Folder Tasks , click Delete the selected items .
    CAUTION:An 'Access is denied ' error might occur. If so, click to close the error message, and then continue deleting the remaining files.

Step three: Turn off programs that run in the background

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 four: Reinstall the HP software

If you still have the CD that came with your HP printer, you can insert the CD into your CD drive and follow the on-screen instructions to install the software. However, HP recommends downloading and installing the software from the HP website to make sure that you have the latest version. Follow these steps to download and install the software.
  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.

Step five: Re-enable startup programs

Follow these steps to re-enable the startup programs you turned off in the previous steps.
  1. On the Windows taskbar, click Start , and then click Run . The Run window 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 Normal Startup .
  4. Click the Services tab, and then select the Hide All Microsoft Services check box.
  5. Click Apply , and then click Close .
  6. Click Restart to apply the changes the next time the computer starts.

Step six: Restart the computer

Restart the computer. When prompted, connect the USB cable to the printer.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Install the printer on another computer

If you have another computer available, try installing the HP printer on that computer. If you do not have another computer, continue to the next solution.
  • If the installation is successful on the other computer , install a USB powered hub on the first computer. If the installation still fails after installing a USB powered hub, contact the computer manufacturer to address issues with the first computer.
  • If the installation still fails , continue to the next solution.

Solution five: Service the printer

If you have tried all of the solutions in this document and still cannot complete installation, continue to the Service the printer section at the end of this document.
Follow these steps to troubleshoot installation issues on Windows Vista.
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.

Solution one: Check the USB connection

Follow these steps to test the USB connection between the HP printer and your computer.
Follow these steps to check the USB connection from the HP product to the computer.
Step one: Disconnect and reconnect the USB cable
  1. Disconnect the USB cable from the back of the HP product.
    Figure 5: Disconnect the USB cable from the back of the HP product
    Illustration of unplugging the USB cable
  2. Disconnect the USB cable from the back of the computer.
  3. Wait five seconds.
  4. Reconnect the USB cable to the product and the computer. Apply some pressure to secure the connections.
  5. Make sure that the USB cable is connected correctly. The icon on the USB cable ( ) generally faces up when the cable is connected correctly.
    Figure 6: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 7: Connect the larger end of the USB cable to the computer
    Illustration: Connect the USB cable to the computer
Step two: Test the USB connection
To test the USB connection, first select your USB connection type.
    The USB cable connects directly from my HP product to my computer.
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
    The USB cable connects to a USB hub or a docking station for a laptop.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable
  1. Replace the USB cable. HP supports USB cables less than 3 meters (9 feet 10 inches) in length.
  2. Try printing again.
Step four: Remove additional USB devices that connect to the computer
If you have several USB-connected devices, such as another printer, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the HP product.
  2. Try printing again
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
Step five: Reset the printer
After you resolve all potential USB conflicts, follow these steps to restart the HP printer.
  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
  • If the installation automatically continues and completes successfully , you do not need to continue troubleshooting.
  • If the installation does not automatically continue , restart the installation process.
  • If the issue persists , continue to the next solution.

Solution two: Refresh the Windows Device Manager

  1. On the Windows taskbar, click the Windows icon ( ), type devmgmt.msc in the Start Search text box, and then press Enter . The Windows Device Manager opens.
  2. Click the plus sign ( ) to the left of the following categories to expand them:
    • IEEE 1284.4 compatible printers
    • Universal Serial Bus controllers
    • Other devices
  3. Find the HP printer model name in each of the categories you expanded in the previous step. The printer might display in more than one category.
    Figure 8: Multiple entries for an HP printer in Device Manager
    Image: Multiple entries for an HP printer in Device Manager
  4. Update the printer device driver:
    1. If the printer name displays with a yellow exclamation mark next to it, right-click the printer name, and then click Update Driver from the list that displays.
      If the words Unknown Device display in any of the categories, right-click Unknown Device, and then click Update Driver from the list that displays.
      The Hardware Update Wizard dialog box displays.
    2. Select No, not this time to decline to check online for software, and then click Next .
    3. Update the printer device driver in Device Manager for each Unknown Device and each HP printer that has a yellow exclamation mark next to it.
  5. Disconnect the USB cable from the printer.
  6. Insert the HP software CD in the CD drive, select Install the software automatically , and then click Next .
  7. Follow the on-screen instructions to finish installing the software. When prompted, connect the USB cable to the printer.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Completely uninstall and reinstall the HP software

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

Step one: Uninstall the HP software

Even if the HP software did not install successfully, there might be components of the software installed on your computer. Follow these steps to remove the HP software.
  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 . The Windows Control Panel opens.
  3. Click Programs . In the list of installed programs, click your HP printer, and then click Uninstall . Make sure that you remove all of the following programs, if they are present:
    • HP Deskjet/Officejet/Photosmart software
    • HP Imaging device functions
    • HP Customer Participation program
    • HP Solution Center or HP Director
    • HP Photosmart Essentials or Express, HP Photosmart Premier, or HP Image Zone
  4. Follow the on-screen instructions to complete the HP software removal.
    CAUTION:If asked to remove shared files, click No . Other programs that use these files might not work if you delete the files.
  5. Disconnect the printer from the power source, and then restart the computer.

Step two: Clear temporary files and folders

Follow these steps to remove temporary files and folders. It is important that you complete this step to make sure that the problem files are not reinstalled in the following steps.
  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 three: Turn off programs that run in the background

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 four: Reinstall the HP software

If you still have the CD that came with your HP printer, you can insert the CD into your CD drive and follow the on-screen instructions to install the software. However, HP recommends downloading and installing the software to make sure you have the latest version. Follow these steps to download and install the software.
  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.

Step five: Re-enable startup programs

Follow these steps to re-enable the startup programs you turned off in the previous steps.
  1. On the Windows task bar, click the Windows icon ( ), type msconfig in the Start Search text box, and then press Enter . The System Configuration Utility window opens.
  2. Click the General tab, and then select Normal Startup .
  3. Click the Services tab, and then select the Hide All Microsoft Services check box.
  4. Click Apply , and then click Close .
  5. Click Restart to apply the changes the next time the computer starts.

Step six: Restart the computer

Restart the computer. When prompted, connect the USB cable to the printer.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Install the printer on another computer

If you have another computer available, try installing the HP printer on that computer. If you do not have another computer, continue to the next solution.
  • If the installation is successful on the other computer , install a USB powered hub on the first computer. If the installation still fails after installing a USB powered hub, contact the computer manufacturer to address issues with the first computer.
  • If the installation still fails , continue to the next solution.

Solution five: Service the printer

If you have tried all of the solutions in this document and still cannot complete installation, continue to the Service the printer section at the end of this document.
Follow these steps to troubleshoot installation issues on Windows 7.
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.

Solution one: Check the USB connection

Follow these steps to test the USB connection between the HP printer and your computer.
Follow these steps to check the USB connection from the HP product to the computer.
Step one: Disconnect and reconnect the USB cable
  1. Disconnect the USB cable from the back of the HP product.
    Figure 9: Disconnect the USB cable from the back of the HP product
    Illustration of unplugging the USB cable
  2. Disconnect the USB cable from the back of the computer.
  3. Wait five seconds.
  4. Reconnect the USB cable to the product and the computer. Apply some pressure to secure the connections.
  5. Make sure that the USB cable is connected correctly. The icon on the USB cable ( ) generally faces up when the cable is connected correctly.
    Figure 10: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 11: Connect the larger end of the USB cable to the computer
    Illustration: Connect the USB cable to the computer
Step two: Test the USB connection
To test the USB connection, first select your USB connection type.
    The USB cable connects directly from my HP product to my computer.
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
    The USB cable connects to a USB hub or a docking station for a laptop.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable
  1. Replace the USB cable. HP supports USB cables less than 3 meters (9 feet 10 inches) in length.
  2. Try printing again.
Step four: Remove additional USB devices that connect to the computer
If you have several USB-connected devices, such as another printer, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the HP product.
  2. Try printing again
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
Step five: Reset the printer
After you resolve all potential USB conflicts, follow these steps to restart the HP printer.
  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
  • If the installation automatically continues and completes successfully , you do not need to continue troubleshooting.
  • If the installation does not automatically continue , restart the installation process.
  • If the issue persists , continue to the next solution.

Solution two: Refresh the Windows Device Manager

Follow these steps to refresh the Windows Device Manager.
  1. On the Windows taskbar, click the Windows icon ( ), type devmgmt.msc in the Search programs and files text box, and then press Enter . The Windows Device Manager opens.
  2. Click the arrow ( ) next to the following entries to expand them, and then look for your HP printer in each list:
    • IEEE 1284.4 compatible printers
    • Universal Serial Bus controllers
    • Other devices
      • If you see a yellow exclamation mark ( ) next to your printer or the phrase Unknown device , continue with the next step.
      • If you do not see your printer or a yellow exclamation mark in the list , continue to the section to uninstall and reinstall the software .
  3. Right-click the HP device/Unknown device entry or the entry with the ( ) symbol, and then click Update Driver Software . The Update Driver Software - Unknown Device wizard opens.
  4. Click Search automatically for updated driver software . Follow the on-screen instructions to refresh the device manager.
  5. Repeat these steps for all device entries with the ( ) symbol.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Completely uninstall and reinstall the HP software

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

Step one: Uninstall the HP software

Even if the HP software did not install successfully, there might be components of the software installed on your computer. Follow these steps to completely remove the HP software.
  1. Unplug the USB cable that connects the HP printer to the computer.
  2. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel . The Windows Control Panel opens.
  3. Click Programs and Features . A list of installed HP programs displays.
  4. Click each of the HP programs listed in this step, and then click Uninstall .
    • HP Deskjet/Officejet/Photosmart software
    • HP Imaging device functions
    • HP Customer Participation program
    • HP Solution Center or HP Director
    • HP Photosmart Essentials or Express, HP Photosmart Premier, or HP Image Zone
  5. Follow the on-screen instructions to complete the HP software removal.
    CAUTION:If asked to remove shared files, click No . Other programs that use these files might not work if you delete the files.
  6. Disconnect the power cord from the HP printer, and then restart the computer.

Step two: Clear temporary files and folders

Follow these steps to remove temporary files and folders. It is important that you complete this step to make sure that the problem files are not reinstalled.
  1. On the Windows taskbar, click the Windows icon ( ), type %temp% in the Search programs and files box, and then press Enter .
  2. Click Organize , and then click Select All .
  3. Click Organize again, and then click Delete .
    CAUTION:An 'Access is denied ' error might display. If you receive this error, close the error message, and then continue deleting the remaining files.

Step three: Turn off programs that run in the background

When the computer is on, the Terminate and Stay Resident (TSR) software programs load. Occasionally, TSRs prevent the product software from loading, and the software does not install correctly. In Microsoft Windows 7, the MSCONFIG utility prevents TSR programs and services from starting.
  1. Click the Windows icon ( ).
  2. In the Search programs and files box, type msconfig , and then press Enter . The System Configuration Utility window opens.
  3. Click the General tab, and then click Selective Startup .
  4. Remove the check mark next to Load startup items .
  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.
    NOTE:After the computer restarts and the desktop displays, 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 four: Reinstall the HP software

If you still have the CD that came with your HP printer, you can insert the CD into your CD drive and follow the on-screen instructions to install the software. However, HP recommends downloading and installing the software from the HP website to make sure you have the latest version. Follow these steps to download and install the software.
  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.

Step five: Enable startup programs

Follow these steps to enable the startup programs you turned off in the previous steps.
  1. On the Windows taskbar, click the Windows icon ( ), type msconfig in the Search programs and files text box, and then press Enter . The System Configuration Utility window opens.
  2. Click the General tab, and then click Normal startup .
  3. Click the Services tab, and then click the Hide all Microsoft services check box.
  4. Click Apply , and then click Close .
  5. Click Restart to apply the changes the next time the computer starts.

Step six: Restart the computer

Restart the computer. When prompted, connect the USB cable to the printer.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Install the HP printer on another computer

If you have another computer available, try installing the HP printer on that computer. If you do not have another computer, continue to the next solution.
  • If the installation is successful on the other computer , install a USB powered hub on the first computer. If the installation still fails after installing a USB powered hub, contact the computer manufacturer to address issues with the first computer.
  • If the installation still fails , continue to the next solution.

Solution five: Service the printer

If you have tried all of the solutions in this document and still cannot complete installation, continue to the Service the printer section at the end of this document.
Follow these steps to troubleshoot installation issues on Windows 8.
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.

Solution one: Check the USB connection

Follow these steps to test the USB connection between the HP printer and your computer.
Follow these steps to check the USB connection from the HP product to the computer.
Step one: Disconnect and reconnect the USB cable
  1. Disconnect the USB cable from the back of the HP product.
    Figure 12: Disconnect the USB cable from the back of the HP product
    Illustration of unplugging the USB cable
  2. Disconnect the USB cable from the back of the computer.
  3. Wait five seconds.
  4. Reconnect the USB cable to the product and the computer. Apply some pressure to secure the connections.
  5. Make sure that the USB cable is connected correctly. The icon on the USB cable ( ) generally faces up when the cable is connected correctly.
    Figure 13: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 14: Connect the larger end of the USB cable to the computer
    Illustration: Connect the USB cable to the computer
Step two: Test the USB connection
To test the USB connection, first select your USB connection type.
    The USB cable connects directly from my HP product to my computer.
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
    The USB cable connects to a USB hub or a docking station for a laptop.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable
  1. Replace the USB cable. HP supports USB cables less than 3 meters (9 feet 10 inches) in length.
  2. Try printing again.
Step four: Remove additional USB devices that connect to the computer
If you have several USB-connected devices, such as another printer, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the HP product.
  2. Try printing again
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
Step five: Reset the printer
After you resolve all potential USB conflicts, follow these steps to restart the HP printer.
  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
  • If the installation automatically continues and completes successfully , you do not need to continue troubleshooting.
  • If the installation does not automatically continue , restart the installation process.
  • If the issue persists , continue to the next solution.

Solution two: Refresh the Windows Device Manager

Follow these steps to refresh the Windows Device Manager.
  1. Right-click or tap and hold the bottom left corner of the screen, and then click or tap Search .
  2. Click or tap Settings , type Device man in the Search box, and then click or tap Device Manager .
  3. Click or tap the arrow ( ) next to the following entries to expand them, and then look for your HP printer in each list:
    • Printers
    • Print queues
    • Universal Serial Bus controllers
    • Other devices
      • If you see a yellow exclamation mark ( ) next to your printer or the phrase Unknown device , continue with the next step.
      • If you do not see your printer or a yellow exclamation mark in the list , go to the section to uninstall and reinstall the software .
  4. Right-click or tap and hold the HP device/Unknown device entry or the entry with the ( ) symbol, and then click or tap Update Driver Software . The Update Driver Software - Unknown Device wizard opens.
  5. Click or tap Search automatically for updated driver software . Follow the on-screen instructions to refresh the device manager.
  6. Repeat these steps for all device entries with the ( ) symbol.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Completely uninstall and reinstall the HP software

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

Step one: Uninstall the HP software

Even if the HP software did not install successfully, there might be components of the software installed on your computer. Follow these steps to completely remove the HP software.
  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.

Step two: Clear unnecessary files and folders

Follow these steps to remove unnecessary files and folders. It is important that you complete this step to make sure that the problem files are not reinstalled.
  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 three: Turn off programs that run in the background

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 four: Reinstall the HP software

Choose one of the following methods to install your HP software.
The HP Printer Install Wizard works with printers connected with a USB cable or with a wired (Ethernet) or wireless network connection. If you want to connect your printer wirelessly, but it is not on a wireless network, you need to temporarily connect the printer with a USB cable to run the Printer Install Wizard.
NOTE:The HP Printer Install Wizard is not available for all printers and is available only for the Windows 7 and Windows 8 operating systems.
Link to toolFile size
HP Printer Install Wizard > 1MB
  1. Click or tap the link to the HP Printer Install Wizard.
  2. Make sure that your computer meets the system requirements, and then click or tap Download .
  3. Click or tap Run in the Notification bar to download the software.
  4. Click or tap Yes in the User Account Control window. The wizard opens automatically.
    NOTE:For more information about the HP Printer Install Wizard, you can review a complete summary of its functions and capabilities.
    Learn more!

    Using the HP Printer Install Wizard
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 .
Step one: Download the software
Follow these steps to download the software from the website.
  1. Disconnect the USB cable from both the printer and the computer (if you already connected it).
  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, select 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 the Plus sign ( ) next to Driver , and then click or tap the Full Feature Software and Driver option.
    NOTE:A Full Feature driver is not available for some printers.
  6. Read through the minimum system requirements and additional instructions. 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.
Step two: Install the software
Follow these steps to install the downloaded software.
  1. When the download completes, click or tap Run in the Notification bar.
    NOTE:If you closed the Notification bar after the download completed, right-click or tap and hold the bottom left corner of the screen, click or tap File Explorer , and then click or tap Downloads . Find the name of the HP software file, and then double-click or double-tap the file.
  2. Click or tap Yes in the User Account Control window, and then wait while the installer extracts the files.
  3. When the Install Wizard starts, follow the on-screen instructions to complete the installation.
Follow these steps to allow Windows Update to install the most current in-Operating System (in-OS) print driver for your printer.
  1. Make sure that the printer is turned on.
  2. Right-click or tap and hold the bottom left corner of the screen, click or tap Search , and then click or tap Settings .
  3. Type Change device installation settings in the Search box.
  4. Click or tap Change device installation settings .
  5. If it is not already selected, click or tap Yes, do this automatically (recommended) , and then click Save changes .
    NOTE:Windows 8 might prompt you to restart the computer. Make sure that you bookmark this page so that you can quickly access it again.
    Your Windows 8 computer can now automatically detect the most current in-OS print drivers and then download and install them using Windows Update.
  6. Reconnect the USB cable to the printer, and then to the computer. The drivers should install.
      What if an error message displays during the installation?
      If the Windows Update installation does not begin automatically, follow these steps to add the printer using Devices and Printers.
      1. Right-click or tap and hold the lower left corner of the screen, and then click or tap Search .
      2. Click or tap Settings ( ).
      3. Type Devices and Printers in the Search box.
      4. Click or tap Devices and Printers .
      5. Click or tap Add a printer . The computer searches for available printers and then displays a list of printers.
      6. Click or tap your printer, and then click or tap Next . Windows automatically detects your printer and then installs the correct driver.
      7. After the installation completes, the Add Printer window displays. Either accept the default printer name or rename it, and then click or tap Next .
      8. Choose whether you want to set the printer as the default printer, and then click or tap Finish .

Step five: Enable startup programs

Follow these steps to enable the startup programs you turned off in the previous steps.
  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 six: Restart the computer

Restart the computer. When prompted, connect the USB cable to the printer.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Install the HP printer on another computer

If you have another computer available, try installing the HP printer on that computer. If you do not have another computer, continue to the next solution.
  • If the installation is successful on the other computer , install a USB powered hub on the first computer. If the installation still fails after installing a USB powered hub, contact the computer manufacturer to address issues with the first computer.
  • If the installation still fails , continue to the next solution.

Solution five: Service the printer

If you have tried all of the solutions in this document and still cannot complete installation, continue to the Service the printer section at the end of this document.

If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty , contact HP.
  • If your product is out of warranty , click here to view additional printer support options starting as low as $20.

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