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HP Officejet J4680 All-in-One Printer support

A 'Fatal Error' (MSI error) Displays on the Computer During HP Software Installation in Windows

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This document is for HP printer software installations in Windows for all HP LaserJet printers and for all HP inkjet printers released in 2009 or earlier.
This document provides instructions for recovering from a 'Fatal Error' message when installing the HP printer software in Windows. Some 'Fatal Error' messages are also known as 'MSI' errors and usually include a four-digit numbered code, although the exact text of the error message varies. Whether the error message includes a code or not, these instructions guide you to the best solution to recover from the error and to successfully install the printer software.

Does the error message include a numbered code?

The solutions for recovering from a fatal error during the software installation vary depending on the specific error message that displays on the computer screen. Choose one of the following options according to the issue you are experiencing, and then follow the link to the associated troubleshooting steps.
Follow these steps to recover from an error that includes a numbered code.
  1. To identify the specific error message, look closely at the error that displays on your screen and find the numbered code. Usually (but not always), the error code is 4 digits.
    Figure 1: Example of a Fatal Error message that includes a numbered code
    Image: Example of a Fatal Error message with a numbered code
  2. Find your error in the following list, and then click the associated link for the best troubleshooting steps. Do not worry if your error message does not match exactly. The numbered code is the most important part of the error message.
If you do not see a 4-digit number with the error, follow these steps to identify the error before proceeding. Identifying the error ensures that you get the best troubleshooting steps for your error.

Step 1: Check for Fatal Errors without a numbered code

Some fatal errors do not have a numbered code. If your error matches any of the following, click the associated link for the best troubleshooting steps.
If your error does not match the following list (or you already closed the error message), continue to the next step to find the error in the Event Viewer.

Step 2: Find the error code in the Event Viewer

If none of the previous errors matched the error you see or if you already closed the error message window, follow these steps to find the error code in the Event Viewer on your computer.
  1. Right-click the lower left corner of the screen, and then click Event Viewer . The Event Viewer opens.
  2. In the Event Viewer pane (on the left), click the arrow ( ) next to Windows Logs .
  3. Under Windows Logs , click Application . The Event Viewer results display in the middle pane.
  4. In the Source column, find the most recent Error entry from HP , and then click the error entry. The error details display in the General tab.
  5. In the General tab, look for a numbered code. This is the specific error message that you need for troubleshooting. Note the error code, and then continue to the next step.
  1. Click Start ( ).
  2. In the search text box, type event viewer , and then press Enter . The Event Viewer opens.
    Figure 4: Open the Event Viewer
    Image: Type Event Viewer in the search box
  3. In the Event Viewer pane (on the left), click the arrow ( ) next to Windows Logs .
  4. Under Windows Logs , click Application . The Event Viewer results display in the middle pane.
  5. In the Source column, find the most recent Error entry from HP , and then click the error entry. The error details display in the General tab.
  6. In the General tab, look for a numbered code. This is the specific error message that you need for troubleshooting. Note the error code, and then continue to the next step.
  1. Click Start ( ), and then click Run . The Run window opens.
    Figure 5: Click Start, and then click Run
    Image: Click Start, and then click Run
  2. In the Run window, type eventvwr , and then click OK . The Event Viewer opens.
  3. In the Event Viewer pane (on the left), click Application . The Event Viewer results display in the right pane.
  4. In the Source column, find the most recent Error entry from HP , and then double-click the error entry. The Event Properties window opens.
  5. In the Description section, look for a numbered code. This is the specific error message that you need for troubleshooting. Note the error code, and then continue to the next step.

Step 3: Get troubleshooting for the specific error message

Find your error in the following list, and then click the associated link for the best troubleshooting steps. Do not worry if your error message does not match exactly. The numbered code is the most important part of the error message.
If you do not want to troubleshoot the installation errors for the full feature software, follow these steps to install the basic software.
You can install a basic driver to work around this issue instead of troubleshooting the error . With the basic driver, the printer still prints, but it might not perform all functions. For instance, if the printer has CD/DVD-printing capability, the printer will lose this function with a basic driver.
Follow these steps to use your printer without troubleshooting the error message.
NOTE:This workaround does not resolve the issue , but it does provide a way for you to use your printer without further troubleshooting.
  1. If you have not already done so, close the error message window, and then cancel the installation.
  2. Restart the HP software installation, but this time select the Express or Minimal (basic) installation option instead of the Full or Recommended option.
  3. Follow the on-screen instructions to complete the software installation.
NOTE:If you prefer to troubleshoot the error and maintain all printer functions, continue with the solutions in this document.
Important : If you have a multi-function printer
A printer that is also capable of scanning, faxing, and/or copying.
, the process for scanning is different with a basic driver. Read or print the document for your Windows operating system to learn how to scan with the basic driver.
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