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Windows Error: 'No HP devices have been detected. HP Solution Center will now close.'

  • PrintPrint
This document is for printers manufactured prior to 2010.
When you try to open HP Solution Center, the following message displays on the computer: 'No HP devices have been detected. HP Solution Center will now close.' Follow the solutions based on your Windows operating system.
Follow the solutions, based on your Windows 8 connection type, in the order presented to resolve the issue.
NOTE:If you are not using the latest version of Windows 8, the information in this document might not match. You can get the latest version from the Microsoft Store.
The error message can occur if the printer was not connected during software installation. If your printer is connected with a USB cable, make sure that the USB cable is connected and the software is installed.
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 printer connection

Follow these steps to make sure that the printer connects to the computer correctly.
  1. Make sure that the USB cable connects securely to the rear of the printer and to the computer.
  2. Press the Power button () to turn off the printer.
  3. Turn on the printer again.
  4. Try opening HP Solution Center again.
    1. If necessary, right-click or tap and hold the lower left corner of the Start screen.
    2. Click or tap Desktop.
    3. On the Desktop, click or tap your printer's icon. HP Solution Center opens.

Solution two: Make sure that the printer driver is installed

The error message can occur if the printer driver is not installed. Follow these steps to make sure the printer driver is installed in the Printers folder on the computer.
Step 1: Open the Printers folder and look for the printer icon
If the printer icon does not display in the Printers folder, it may indicate that the printer driver is not installed. Check to see if the printer icon displays in the Printers folder.
  1. Right-click the Start button () or the lower left corner of the screen, and then click Search.
  2. Type Devices and Printers in the Search box, and then click Devices and Printers.
  3. Look for an icon representing the printer ().
    • If you see the icon, stop performing the steps in this solution, and then skip to the next solution in this document.
    • If you do not see the icon, continue with the steps in this solution.
Step 2: Uninstall any HP printing software and drivers
The error message can occur if preloaded software or another version of HP software is already installed. Follow these steps to completely uninstall and then reinstall the HP software.
  1. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to a network, leave it connected.
  2. Press the Power button to turn on the printer.
  3. Right-click the Start button () or the lower left corner of the screen, and then click Programs and Features.
  4. Right-click your HP printer's name, and then click Uninstall.
  5. Follow the on-screen instructions to uninstall the software.
  6. Repeat these steps for each occurrence of your printer's name until none remain in the list.
    If an error message displays while you are uninstalling the software, follow these steps.
    1. Click OK to close the error message.
    2. Right-click the Start button () in the lower left corner of the screen, click Search, and then type administrative tools.
    3. Click Administrative Tools in the results.
    4. Double-click Print Management, and then double-click All Drivers.
    5. Find every instance of the printer you are trying to uninstall, right-click the name, and then click Delete.
    6. Close the Print Management window, return to Programs and Features, and then continue uninstalling the remaining printer software.
Step 3: Reinstall the printer driver
For full printer functionality, download and install the most recent printer driver.
Video of downloading and installing the Full Feature software
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, view the video on YouTube .
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 1: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE:If you decide to perform a Custom installation, make sure that you install the HP Imaging Device Functions to ensure full functionality.
Step 4: Try to open HP Solution Center
Try to open HP Solution Center to check if the installation was successful.
  1. Right-click the Start button or the lower left corner of the screen.
  2. Click Desktop, and then click your printer's icon. HP Solution Center opens.
If HP Solution Center fails to open, skip to the next solution.

Solution three: Make sure that the HP Digital Imaging Monitor (DIM) is running

The HP Digital Imaging Monitor (DIM) is a program that enhances communication between your computer and HP printer. If the DIM is not running, it can cause this error message.
NOTE:If you installed the software with a custom installation and did not select HP Digital Imaging Device Functions, the DIM did not install on the computer. If the DIM did not install, skip to the Windows 8 solution to uninstall and reinstall the printer software .
  1. If necessary, right-click or tap and hold the lower left corner of the Start screen, and then click or tap Desktop.
  2. On the Windows 8 Desktop, locate the DIM icon () in the lower-right corner (the Notification bar) of the computer screen.
    Figure 2: The DIM icon in the Notification bar
    Image: The DIM icon in the Notification bar
    • If you do not see the DIM icon in the Notification bar, continue with the steps in this procedure.
    • If you see the DIM icon, discontinue the steps in this solution, and then skip to the next solution in this document.
  3. Right-click or tap and hold the bottom left corner of the screen, and then click or tap Task Manager.
  4. In the Services tab, click or tap the Details tab.
  5. Look for the hpqtra08 and hpqste08 processes (services).
    • If the services are available, stop performing the steps in this solution and skip to the next solution in this document.
    • If one or both of the services are not available, restart the computer, and then try scanning again.

Solution four: Make sure that Pml Driver HPZ12 is running

The Pml Driver Hpz12 is a background service installed by the drivers of HP printers. It handles non-printing related communications between the PC and the HP printer.
  1. Right-click the Start button () or the lower left corner of the screen, click Search, and then type Services.
  2. Click Services.
  3. Locate Pml Driver HPZ12 under the Name column.
  4. Make sure that the status of the Pml Driver HPZ12 is Started.
    • If the status is Started, stop performing the steps in this solution, and then skip to the next solution in this document.
    • If the status is not Started, continue with the steps in this solution.
  5. Double-click Pml Driver HPZ12. The Pml Driver HPZ12 Properties window opens.
  6. Under Service Status, click Start, and then click OK.
  7. Restart the computer.
      1. Move the mouse cursor to the top or bottom right corner of the screen to open the Charms Bar.
      2. Click Settings.
      3. Click Power, and then click Restart.
  8. When the computer restarts, right-click the Start button, and then click Task Manager.
  9. Check the Task Manager window to make sure that the Pml Driver HPZ12 is running.
    • If the Pml Driver HPZ12 is running, try opening HP Solution Center again.
    • If the Pml Driver HPZ12 is still not running, continue to the next solution in this document.

Solution five: Uninstall and reinstall the software

The error message can occur if preloaded software or another version of HP software is already installed. Follow these steps to completely uninstall and then reinstall the HP software.
Step 1: Uninstall the printer software
Uninstall any preloaded or existing HP printer software on your computer.
  1. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to a network, leave it connected.
  2. Press the Power button to turn on the printer.
  3. Right-click the Start button () or the lower left corner of the screen, and then click Programs and Features.
  4. Right-click your HP printer's name, and then click Uninstall.
  5. Follow the on-screen instructions to uninstall the software.
  6. Repeat these steps for each occurrence of your printer's name until none remain in the list.
    If an error message displays while you are uninstalling the software, follow these steps.
    1. Click OK to close the error message.
    2. Right-click the Start button () in the lower left corner of the screen, click Search, and then type administrative tools.
    3. Click Administrative Tools in the results.
    4. Double-click Print Management, and then double-click All Drivers.
    5. Find every instance of the printer you are trying to uninstall, right-click the name, and then click Delete.
    6. Close the Print Management window, return to Programs and Features, and then continue uninstalling the remaining printer software.
Step 2: Reinstall the printer software
Click the installation method you want to use, and then follow the instructions to reinstall the printer software.
Method one: Use the HP Printer Install Wizard (Recommended)
The HP Printer Install Wizard quickly and easily finds the best Windows 8 print driver for your printer. To save time, try using this automated tool instead of the other installation methods in this document. Click the following link to download and run the HP Printer Install Wizard.
NOTE:The HP Printer Install Wizard is not available for all printers.
Link to toolFile size
HP Printer Install Wizard > 1MB
Method two: Download and install the software from the HP website
Follow these steps to download and install the software for your printer from the HP website.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 3: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE:If you elect to perform a Custom installation, make sure that you install the HP Imaging Device Functions to ensure full functionality.
Step 3: Try to open HP Solution Center
Try to open HP Solution Center to check if the installation was successful.
  1. Right-click the Start button or the lower left corner of the screen.
  2. Click Desktop, and then click your printer's icon. HP Solution Center opens.
The error message can occur if the printer was not connected during software installation. If your printer is connected through a wired (Ethernet) or wireless network, make sure that the printer is on the correct network and that the software is installed.

Solution one: Make sure that the computer is connected to the correct network

Follow these steps to make sure that your computer is connected to your network.
Step 1: Check the connection
Follow these steps to check the connections and the status of the printer.
If you have a wireless network type, follow the instructions to make sure you are connected.
  1. Right-click the Start button () or the lower left corner of the screen, and then click Desktop to open the Desktop.
  2. Click the Wireless icon in the notification area near the clock.
    Figure 4: The Wireless icon in the notification area
    Image: The Wireless icon in the notification area
    • If the wireless network shown as connected is yours, continue to the next solution.
    • If the Wireless icon has been replaced by an airplane symbol, then Airplane Mode is enabled. Click the airplane icon, slide the Airplane mode slider to Off, and then connect to your wireless network.
      Figure 5: Example of Airplane Mode enabled
      Image: Example of Airplane Mode enabled
    • If the wireless network shown as connected is not yours (for instance, if you are connected to another local network), reconnect to your own network.
If you have a wired (Ethernet) network type, follow the instructions to make sure you are connected.
  1. Locate the two link lights on the printer's Ethernet port on the rear of the printer.
    Figure 6: The two link lights on the printer's Ethernet port
    Image: The two link lights on the printer's Ethernet port
    1 - The green link light indicates printer connection.
    2 - The orange link light indicates network communication.
  2. Check the link lights on the Ethernet port where the cable connects.
    • If the cable is connected, the green link light should be steady and the orange activity light should blink. If the lights operate as expected, skip to the step to temporarily disable the firewalls.
    • If the lights do not operate as expected, continue these steps.
  3. Examine the Ethernet cable attached to the rear of the printer to make sure that it is not a phone cable (Ethernet cables and phone cables look similar).
    Figure 7: Example of an Ethernet cable (do not use a phone cable)
    Image: Example of an Ethernet cable (do not use a phone cable)
  4. Make sure that the Ethernet cable is inserted into the Ethernet jack and not a phone jack. The correct jack is indicated by the Ethernet icon ().
  5. Disconnect the Ethernet cable from the rear of the printer, and then disconnect it from the router.
  6. Reconnect the Ethernet cable to the rear of the printer, and then plug the cable into another valid port on the back of the router. Make sure that the cable is not connected to a router port designated for Internet access.
  7. If the link lights are still not showing a connection, try plugging in another Ethernet cable.
  8. In the 'Unable to Find the Printer' installation window, click Search.
Step 2: Print a network configuration page
Print a network configuration page to view the network settings and the printer's IP address.
  1. Press the Setup button () on the printer control panel.
  2. Press the Left Arrow () or the Right Arrow () to select Network.
  3. Press the Left Arrow () or the Right Arrow () to select Print Network Configuration Page or Print Network Settings.
  4. Make a note of the IP address
    An IP address is a code made up of numbers separated by dots that uniquely identifies a particular computer on a network.
    of your printer from the page that prints.
NOTE:An IP address is a series of numbers, for example, 192.168.11.200.
Step 3: Ping the printer
Ping the printer to make sure that the computer is communicating with the printer.
  1. Right-click or tap and hold the bottom left corner of the screen, and then click or tap Run.
  2. Type cmd in the Run box, and then press Enter. The Command Prompt window opens.
  3. Type Ping in the Command Prompt window, press the spacebar once, and then type the IP address of your printer, including the periods.
  4. Press Enter.
    • If the computer connects with the printer, continue to the next step.
    • If the computer fails to connect with the printer, skip to the next solution.
Step 4: Try to open HP Solution Center
Try to open HP Solution Center to check if the installation was successful.
  1. Right-click the Start button or the lower left corner of the screen.
  2. Click Desktop, and then click your printer's icon. HP Solution Center opens.

Solution two: Make sure that the Digital Imaging Monitor is running, and open HP Solution Center again

The HP Digital Imaging Monitor (DIM) is a program that enhances communication between your computer and HP printer. If the DIM is not running, it can cause this error message.
NOTE:If you installed the software with a custom installation and did not select HP Digital Imaging Device Functions, the DIM did not install on the computer. If the DIM did not install, skip to the Windows 8 solution to uninstall and reinstall the printer software .
  1. If necessary, right-click or tap and hold the lower left corner of the Start screen, and then click or tap Desktop.
  2. On the Windows 8 Desktop, locate the DIM icon () in the lower-right corner (the Notification bar) of the computer screen.
    Figure 8: The DIM icon in the Notification bar
    Image: The DIM icon in the Notification bar
    • If you do not see the DIM icon in the Notification bar, continue with the steps in this procedure.
    • If you see the DIM icon, discontinue the steps in this solution, and then skip to the next solution in this document.
  3. Right-click or tap and hold the bottom left corner of the screen, and then click or tap Task Manager.
  4. In the Services tab, click or tap the Details tab.
  5. Look for the hpqtra08 and hpqste08 processes (services).
    • If the services are available, stop performing the steps in this solution and skip to the next solution in this document.
    • If one or both of the services are not available, restart the computer, and then try scanning again.

Solution three: Make sure that the PML driver HPZPML is running

The Pml Driver Hpz12 is a background service installed by the drivers of HP printers. It handles non-printing related communications between the PC and the HP printer.
  1. Right-click the Start button () or the lower left corner of the screen, click Search, and then type Services.
  2. Click Services.
  3. Locate Pml Driver HPZ12 under the Name column.
  4. Make sure that the status of the Pml Driver HPZ12 is Started.
    • If the status is Started, stop performing the steps in this solution, and then skip to the next solution in this document.
    • If the status is not Started, continue with the steps in this solution.
  5. Double-click Pml Driver HPZ12. The Pml Driver HPZ12 Properties window opens.
  6. Under Service Status, click Start, and then click OK.
  7. Restart the computer.
      1. Move the mouse cursor to the top or bottom right corner of the screen to open the Charms Bar.
      2. Click Settings.
      3. Click Power, and then click Restart.
  8. When the computer restarts, right-click the Start button, and then click Task Manager.
  9. Check the Task Manager window to make sure that the Pml Driver HPZ12 is running.
    • If the Pml Driver HPZ12 is running, try opening HP Solution Center again.
    • If the Pml Driver HPZ12 is still not running, continue to the next solution in this document.

Solution four: Configure the firewall and add a device

The error message may occur if security or firewall settings prevent communication with the printer. Follow these steps to unblock all HP programs in the third-party firewall, and then add a device.
Step 1: Configure the firewall to allow a connection with the printer
Firewall settings on your computer can interfere with the connection to the printer. Check to see if your firewall settings are blocking any HP programs.
  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 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 9: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click 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 the option to restart it.
  4. Find your firewall in the following table, and then click 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.
Step 2: Download the software from the HP website
After configuring the firewall, download the most recent software from the HP website.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 10: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE: When the Uninstall the software or add a device window opens, click Add a device.
Step 3: Try to open HP Solution Center
Try to open HP Solution Center to check if the installation was successful.
  1. Right-click the Start button or the lower left corner of the screen.
  2. Click Desktop, and then click your printer's icon. HP Solution Center opens.

Solution five: Uninstall and reinstall the HP software completely

The error message can occur if preloaded software or another version of HP software is already installed. Follow these steps to uninstall and then reinstall the HP software.
Step 1: Uninstall the printer software
Uninstall any preloaded or existing HP printer software on your computer.
NOTE:Do not disconnect the printer from the network to uninstall the software.
  1. Right-click the Start button () in the lower left corner of the screen, and then click Programs and Features.
  2. Right-click your HP printer's name, and then click Uninstall.
  3. Follow the on-screen instructions to uninstall the software.
Step 2: Turn off any 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. The MSCONFIG utility prevents TSR programs and services from starting.
  1. Right-click the Start button () in the lower left corner of the screen, click Run, type msconfig, and then click OK.
    If the User Account Control window opens with the message Windows needs your permission to continue, click Continue to close the window.
  2. In the System Configuration window, click the option button beside Selective Startup, and then click the box next to Load startup items to remove the checkmark.
  3. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All.
  4. Click Apply, and then click OK.
  5. When prompted to restart the computer, click Restart.
  6. When the computer turns on, a System Configuration Utility message displays on the computer. Select the Do not show this message again check box, and then click OK.
Step 3: Clear temporary files and folders using the Disk Cleanup utility
Follow these steps to clear temporary files and folders to ensure that any HP files are removed and to improve PC performance.
  1. Right-click the Start button () in the lower left corner of the screen, click Search, and then type Disk Cleanup.
  2. Click Free up disk space by deleting unnecessary files.
  3. Select the drive containing the operating system and click OK.
  4. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  5. 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
  6. After you select the components that you want to remove, click OK.
Step 4: Reinstall the printer driver
For full printer functionality, download and install the most recent printer driver.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 11: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE:If you decide to perform a Custom installation, make sure that you install the HP Imaging Device Functions to ensure full functionality.
Step 5: Re-enable Startup Services and items
Follow these steps to re-enable Normal Startup Services and items to your computer.
  1. Right-click the Start button () in the lower left corner of the screen, click Run, type msconfig, and then click OK.
    If the User Account Control window opens with the message Windows needs your permission to continue, click Continue to close the window.
  2. In the System Configuration window, click the option button beside Normal Startup.
  3. Click Apply, and then click OK.
  4. When prompted to restart the computer, click Restart.
Step 6: Try to open HP Solution Center
Try to open HP Solution Center to check if the installation was successful.
  1. Right-click the Start button or the lower left corner of the screen.
  2. Click Desktop, and then click your printer's icon. HP Solution Center opens.
Follow the solutions, based on your Windows 7 connection type, in the order presented to resolve the issue.
The error message can occur if the printer was not connected during software installation. If your printer is connected with a USB cable, make sure that the USB cable is connected and the software is installed.

Solution one: Check the printer status

Follow these steps to make sure the printer connects to the computer correctly.
  1. Make sure the USB cable connects securely to the back of the printer and to the computer.
  2. Press the Power button to turn the printer off, and then turn it on again.
  3. Try opening HP Solution Center again:
    Click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.

Solution two: Make sure that the printer is in the Printers folder

The error message can occur if the printer driver is not installed. Follow these steps to make sure the printer driver is installed in the Printers folder on the computer.
Step 1: Open the Printers folder and look for the printer icon
If the printer icon does not display in the Printer folder, it may indicate that the printer driver is not installed. Check to see if the printer icon displays in the Printer folder.
  1. Click the Windows icon (), and then click Control Panel.
  2. In the Control Panel window, click View devices and printers.
  3. Look for an icon representing the printer ().
    • If you see the icon, discontinue the steps in this procedure and skip to the next solution in this document.
    • If you do not see the icon, continue with the steps in this solution.
Step 2: Uninstall any HP printing software and drivers
The error message can occur if preloaded software or another version of HP software is already installed. Follow these steps to completely uninstall and then reinstall the HP software.
  1. Disconnect the USB cable that connects the product to the computer.
  2. Click the Windows icon (), and then click Control Panel.
  3. In the Control Panel window, click Programs, and then double-click Programs and Features.
  4. Under the Name column, look for the HP product.
  5. Click the HP product, and then click Uninstall/Change to uninstall it.
  6. Follow the on-screen instructions to complete the uninstall process.
    NOTE:If asked to remove the shared files, click No. If you delete shared files, other programs that use the files might not work.
Step 3: Reinstall the printer driver
For full printer functionality, download and install the most recent printer driver.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 12: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE: When the Uninstall the software or add a device window opens, click Add a device.

Solution three: Make sure that the HP Digital Imaging Monitor (DIM) is running

The HP Digital Imaging Monitor (DIM) is a program that enhances communication between your computer and HP printer. If the DIM is not running, it can cause this error message
NOTE:If you installed the software with a custom installation and did not select HP Digital Imaging Device Functions, the DIM did not install on the computer. If the DIM did not install, skip to the Windows 7 solution to uninstall and reinstall the printer software .
  1. Locate the DIM icon () in the lower-right corner (the notification area) of the computer screen.
    Figure 13: The DIM icon in the notification area
    The DIM icon in the notification area
    • If you do not see the DIM icon in the notification area, click Show hidden icons (). If the DIM icon is still not present, continue with the steps in this procedure.
    • If you see the DIM icon, discontinue the steps in this procedure and skip to the next solution in this document.
  2. Press the Ctrl, Alt, and Delete keys at the same time, and then click Start Task Manager.
  3. In the Task Manager window, click the Processes tab, and then select the check box Show processes from all users.
  4. Look for the HPQTRA08 and HPQSTE08 processes (services).
    • If the services are running, discontinue the steps in this solution and skip to the next solution in this document.
    • If the services are not running, continue with the steps in this solution.
  5. Click the Windows icon ().
  6. In the Start Search box, type msconfig, and then press Enter.
  7. Click the Startup tab.
  8. Under the Startup Item column, look for hpqtra08 (hpqtra08.exe) and hpqste08 (hpqste08.exe).
    • If you do not see the services, discontinue the steps in this solution and skip to the previous solution and repeat all of the steps.
    • If you see the services, continue with the steps in this solution.
  9. Select the check boxes next to hpqtra08 and hpqste08, if they are not already selected, and then click OK.
  10. When prompted, click Yes to restart the computer.
  11. When the computer restarts, try opening HP Solution Center again.

Solution four: Make sure that Pml Driver HPZ12 is running

The Pml Driver Hpz12 is a background service installed by the drivers of HP printers. It handles non-printing related communications between the PC and the HP printer.
  1. Click the Windows icon (), and then click Control Panel.
  2. In the Control Panel window, click System and Security, click Administrative Tools, and then double-click Services.
  3. In the Services window, look for Pml Driver HPZ12 under the Name column.
  4. Make sure the status is Started.
    • If the status is Started, discontinue the steps in this procedure and skip to the next solution in this document.
    • If the status is not Started, continue with the steps in this solution.
  5. Double-click Pml Driver HPZ12. The Pml Driver HPZ12 Properties window opens.
  6. Under Service Status, click Start, and then click OK.
  7. Restart the computer.
  8. When the computer restarts, repeat the steps in this solution to open the Services window to look for the Pml Driver HPZ12 again.
    If the service is still not available, discontinue the steps in this solution, and then skip to the next solution in this document.
  9. If the service is available, try opening HP Solution Center again.

Solution five: Uninstall and reinstall the software

The error message can occur if preloaded software or another version of HP software is already installed. Follow these steps to completely uninstall and then reinstall the HP software.
Step 1: Uninstall the software
Uninstall any preloaded or existing HP printer software on your computer.
  1. Disconnect the USB cable that connects the product to the computer.
  2. Click the Windows icon (), and then click Control Panel.
  3. In the Control Panel window, click Programs, and then double-click Programs and Features.
  4. Under the Name column, look for the HP product.
  5. Click the HP product, and then click Uninstall/Change to uninstall it.
  6. Follow the on-screen instructions to complete the uninstall process.
    NOTE:If asked to remove the shared files, click No. If you delete shared files, other programs that use the files might not work.
Step 2: Reinstall the software
For full printer functionality, download and install the most recent printer driver.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 14: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
The error message can occur if the printer was not connected during software installation. If your printer is connected through a wired (Ethernet) or wireless network, make sure that the printer is on the correct network and that the software is installed.

Solution one: Check the connections and status of the printer

Follow these steps to check the connections and the status of the printer.
Step 1: Check the connections
Follow these steps to make sure that your computer is connected to your network.
  1. Make sure that the printer is turned on and is not in an error state. If you are unsure, turn the printer off and then back on again.
  2. Make sure that the wired (Ethernet) or wireless network is connected to the printer and the computer.
Step 2: Print a network configuration page
Print a network configuration page to view the network settings and the printer's IP address.
  1. Press the Setup button () on the product control panel.
  2. Press the Left arrow () or the Right arrow () to select Network.
  3. Press the Left arrow () or the Right arrow () to select Print Network Configuration Page or Print Network Settings.
  4. Make note of the IP address of your product from the page that prints.
    NOTE:An IP address is a series of numbers, for example, 192.168.11.200.
Step 3: Ping the printer
Ping the printer to make sure that the computer is communicating with the printer.
  1. On the Windows taskbar, click the Windows icon ().
  2. Type cmd in the Search programs and files box, and then press Enter. The Command Prompt window opens.
  3. Type Ping, press the spacebar once, and then type the IP address of your printer, including the periods.
  4. Press Enter.
    • If the computer connects with the printer, continue to the next step.
    • If the computer fails to connect with the printer, skip to the next solution.
Step 4: Try to Open HP Solution Center
On the Windows taskbar, click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.

Solution two: Make sure that the Digital Imaging Monitor is running, and open HP Solution Center again

The HP Digital Imaging Monitor (DIM) is a program that enhances communication between your computer and HP printer. If the DIM is not running, it can cause this error message.
NOTE:If you chose a custom install when you installed the printer software and did not select HP Digital Imaging Device Functions, the Digital Imaging Monitor is not installed. If so, discontinue this procedure and skip to the next solution.
  1. Find the DIM icon () in the notification area in the lower-right corner of the computer.
    Figure 15: Notification area
    If the DIM icon is present, discontinue the steps in this procedure, and then skip to Solution three.
  2. If the DIM icon is not present, press the Ctrl, Shift, and Esc keys at the same time. The Task Manager window opens.
  3. Click the Processes tab, and then select the Show processes from all users check box.
  4. Check whether hpqtra08 and hpqste08 services are running. If the services are running, discontinue the steps in this procedure, and then skip to Solution three.
  5. If the services are not running, close the Task Manager window, click the Windows icon (), and then type C:\Program Files\HP\Digital Imaging\Bin in the Search programs and files box. The Bin folder opens.
  6. Double-click the hpqtra08.exe file.
  7. When prompted, click Yes to restart the computer.
  8. When the computer restarts, look for the hpqtra08 and hpqste08 services again. If the services are still not present, skip to Solution five in this document to uninstall and reinstall the HP software.
  9. Try to open HP Solution Center again.

Solution three: Make sure that PML driver HPZPML is running

The Pml Driver Hpz12 is a background service installed by the drivers of HP printers. It handles non-printing related communications between the PC and the HP printer.
  1. On the Windows taskbar, click the Windows icon ().
  2. In the Search programs and files box, type services.msc, and then press Enter. The Services folder opens.
  3. Under Name, scroll down to and double-click PML driver HPZ12. The PML driver for HPZ12 Properties window opens.
  4. On the General tab, click Automatic from the Startup type drop-down list, and then click Start to start the service.
  5. Close all open windows, and then restart the computer.
  6. When the computer restarts, open the Task Manager window to look for Pml Driver HPZ12 again. If the service is still not available, discontinue the steps in this procedure, and then skip to Solution four in this document.
  7. Try to open HP Solution Center 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: Delete the port from Print Server Properties, add a device, and try to open HP Solution Center

Follow these steps to delete the port from Print Server Properties, add a device, and open HP Solution Center again.
Step 1: Delete the port from Print Server Properties
Delete the port from the Print Server Properties using the IP address of your printer.
  1. On the Windows taskbar, click the Windows icon (), click Control Panel, and then double-click Devices and Printers.
  2. Click File, and then click Server Properties.
  3. Click the Ports tab.
  4. Click the IP address of your product, and then click Delete Port.
    NOTE:The IP address of your product is listed on the Network Configuration page you printed in Solution one of this document.
Step 2: Download and install the software from the HP website
Follow these steps to download and install the software for your printer from the HP website.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 16: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE: When the Uninstall the software or add a device window opens, click Add a device.
Step 3: Try to open HP Solution Center again
On the Windows taskbar, click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.

Solution five: Configure the firewall and add a device

The error message may occur if security or firewall settings prevent communication with the printer. Follow these steps to unblock all HP programs in the third-party firewall, and then add a device.
Step 1: Configure the firewall to allow a connection with the printer
Firewall settings on your computer can interfere with the connection to the printer. Check to see if your firewall settings are blocking any HP programs.
  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 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 17: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click 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 the option to restart it.
  4. Find your firewall in the following table, and then click 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.
Step 2: Download and install the software from the HP website
For full printer functionality, download and install the most recent printer driver.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 18: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE: When the Uninstall the software or add a device window opens, click Add a device.
Step 3: Try to open HP Solution Center again
On the Windows taskbar, click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.

Solution six: Uninstall and reinstall the HP software completely

The error message can occur if preloaded software or another version of HP software is already installed. Follow these steps to uninstall and then reinstall the HP software.
Step 1: Uninstall the software completely
Uninstall any preloaded or existing HP printer software on your computer.
  1. On the Windows taskbar, click the Windows icon (), click Control Panel, and then double-click All Programs.
  2. Click each of the following programs related to your product if they are listed, and then click Uninstall.
    CAUTION:If the computer is manufactured by HP or Compaq, remove only the HP-related items in the list.
    • HP Imaging device functions
    • HP Document Viewer
    • HP Photosmart Essential
    • HP Image Zone
    • HP Photo and Imaging Gallery
    • HP Photosmart, PSC, or Officejet (your product name and software version number)
    • HP Software Update
    • HP Share to Web
    • HP Solution Center
    • HP Director
    • HP Memories Disk
    • Greeting Card Creator 32
  3. When prompted to restart the computer, select Click here to restart later.
  4. On the Windows taskbar click the Windows icon ().
  5. In the Search programs and files box, type C:\Program Files, and then press Enter. The Program Files folder opens.
  6. Double-click the HP or the Hewlett-Packard folder.
  7. Right click the Digital Imaging folder, click Delete, and then click Yes to confirm that you want to delete the folder.
  8. On the Windows taskbar click the Windows icon ().
  9. In the Search programs and files box, type C:\Windows, and then press Enter. The WINDOWS folder opens.
  10. Scroll down to the twain_32 folder, and rename the folder twain_32 old.
Step 2: Turn off any 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 Search programs and files 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 3: Clear temporary files and folders using the Disk Cleanup utility
Follow these steps to clear temporary files and folders to ensure that any HP files are removed and to improve PC performance.
  1. On the Windows taskbar, click the Windows icon (), 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 webpages
    • 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 4: Back up the Windows registry
Follow these steps to create a backup of your registry before continuing to the next step. The registry can be restored if an error occurs.
  1. Disconnect the USB cable from the product.
  2. On the Windows taskbar, click the Windows icon ().
  3. In the Search programs and files box, type regedit, and then press Enter. The Registry Editor window opens.
  4. Click File, and then click Export. The Export Registry File window opens.
  5. In the Save in drop-down menu, select Desktop.
  6. In the File name text box, type HPBackup.
  7. In the Save as type field, select Registration Files.
  8. In the Export range pane, select All.
  9. Click Save.
    NOTE:The exported registry file (HPBackup) displays on the desktop.
  10. Keep the Registry Editor window open, and then continue to the next step.
Step 5: Remove registry keys
Follow these steps to remove registry keys to restore your network configuration information.
CAUTION:Changing the registry incorrectly could cause the computer to stop working. Perform these steps exactly as directed. HP recommends backing up the registry before editing registry keys.
  1. In the left pane of the Registry Editor window, click the plus sign (+) to the right of the HKEY_LOCAL_MACHINE folder to expand the folder.
  2. Scroll to and expand the SOFTWARE folder.
  3. Scroll to and expand the Hewlett-Packard folder.
  4. If a Digital Imaging folder is present in the list displayed below Hewlett-Packard, expand it.
  5. In the right pane of the Registry Editor window, right-click all keys that are named after the scanning device in use (for example, HP ScanJet 4070c or HP Photosmart C4100), and then click Delete. Click Yes to confirm the key deletion.
  6. If a Memories Disc key is present in the list displayed below Hewlett-Packard, right-click the Memories Disc key, and then click Delete. Click Yes to confirm the key deletion.
  7. If a ScanJet folder is present in the list displayed below Hewlett-Packard, expand it.
  8. Turn on the printer.
  9. Right-click all keys named after the scanning device in use (for example, HP ScanJet 4070c or HP Photosmart C4100) and then click Delete. Click Yes to confirm the key deletion.
Step 6: Download and reinstall the software from the HP website
For full printer functionality, download and reinstall the most recent printer driver.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 19: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE: When the Uninstall the software or add a device window opens, click Add a device.
Step 7: Enable or disable startup services and items
Use the MSCONFIG utility to enable the startup software.
  1. On the Windows taskbar, click the Windows icon ().
  2. In the Search programs and files box, type MSCONFIG, and then press Enter. The System Configuration Utility dialog box opens.
  3. If you do not want to make changes to the startup programs and services, click the General tab, click Normal Startup, click OK, and then skip to the next step.
  4. To disable some startup services, click the Services tab, and then click to remove the check mark next to each service you want to disable.
  5. To disable some startup items, click the Startup tab, and then click to remove the check mark next to each startup item you want to disable.
  6. Click OK to apply the changes.
Step 8: Open HP Solution Center again
On the Windows taskbar, click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.
Follow the solutions, based on your Windows Vista connection type, in the order presented to resolve the issue.
The error message can occur if the printer was not connected during software installation. If your printer is connected with a USB cable, make sure that the USB cable is connected and the software is installed.
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 printer status

Follow these steps to make sure the printer is connected correctly.
  1. Make sure the USB cable is securely connected to the back of the printer and to the computer.
  2. Press the Power button to turn the printer off, and then turn it on again.
  3. Try opening HP Solution Center again:
    Click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.

Solution two: Make sure the printer displays in the Printers folder

If the printer icon does not display in the Printers folder, it may indicate that the printer driver is not installed. Follow these steps to make sure the printer driver is installed in the Printers folder on the computer.
  1. Click the Windows icon (), click Control Panel, and then click Classic View in the left pane, if it is not already selected.
  2. In the right pane, double-click Printers.
  3. Look for an icon representing the product ().
    • If the icon is present, discontinue the steps in this solution and continue to the next solution.
    • If the icon is not present, continue with the steps in this solution.
  4. Disconnect the USB cable from the back of the printer, and then restart the computer.
    NOTE:Do not reconnect the USB cable until prompted to do so during software installation.
  5. When the printer restarts, uninstall and reinstall the software. Skip to the solution in this document to uninstall and reinstall the HP software.

Solution three: Make sure that the HP Digital Imaging Monitor (DIM) is running

The HP Digital Imaging Monitor (DIM) is a program that enhances communication between your computer and HP printer. If the DIM is not running, it can cause this error message.
NOTE:If you installed the software with a custom installation and did not select HP Digital Imaging Device Functions, the DIM did not install on the computer. If the DIM did not install, skip to the Windows Vista solution to reinstall the printer software.
  1. Locate the DIM icon () in the notification area in the lower-right corner of the computer screen.
    If the DIM icon is present, discontinue the steps in this procedure, and then skip to the next solution.
  2. If the DIM icon is not present, press the Ctrl, Alt, and Delete keys at the same time. The Task Manager window opens.
  3. Click the Processes tab, and then select the check box Show processes from all users.
  4. Check whether the HPQTRA08 and HPQSTE08 processes (services) are running. If the services are running, discontinue the steps in this solution, and then skip to the next solution.
  5. If the services are not running, click the Windows icon ().
  6. In the Start Search box, type msconfig, and then press Enter. The System Configuration window opens.
  7. Click the Startup tab.
  8. Under the Startup Item column, look for hpqtra08 (hpqtra08.exe) and hpqste08 (hpqste08.exe). If these services are not listed, the driver did not install correctly. Skip to the solution in this document to uninstall and reinstall the HP software.
  9. Select the check boxes next to hpqtra08 and hpqste08, if they are not already selected, and then click OK.
  10. When prompted, click Yes to restart the computer.
  11. When the computer restarts, repeat the steps in this solution to look for the hpqtra08 and hpqste08 services again.
    If the services are still not listed, skip to the Windows Vista solution to uninstall and reinstall the HP software .
  12. Try opening HP Solution Center again.

Solution four: Make sure that Pml Driver HPZ12 is running

The Pml Driver Hpz12 is a background service installed by the drivers of HP printers. It handles non-printing related communications between the PC and the HP printer.
  1. Click the Windows icon (), click Control Panel, and then click Classic View in the left pane, if it is not already selected.
  2. In the right pane, double-click Administrative Tools, and then double-click Services.
  3. In the Services window, look for Pml Driver HPZ12 under the Name column.
  4. Check whether the status is Started.
    • If the status is listed as Started, discontinue the steps in this solution and skip to the next solution.
    • If the status is not listed as Started, double-click Pml Driver HPZ12. The Pml Driver HPZ12 Properties window opens. Continue the steps in this solution.
  5. Under Service Status, click Start, and then click OK.
  6. Restart the computer.
  7. When the computer restarts, repeat the steps in this solution to open the Services window to look for the Pml Driver HPZ12 again.
    If the service is still not available, discontinue the steps in this solution and skip to the next solution.
  8. If the service is available, try opening HP Solution Center again.

Solution five: Uninstall and reinstall the software

The error message can occur if preloaded software or another version of HP software is already installed. Follow these steps to completely uninstall and then reinstall the HP software.
Step 1: Uninstall the software
Uninstall any preloaded or existing HP printer software from your computer.
  1. Disconnect the USB cable that connects the printer to the computer.
  2. Click the Windows icon (), click Control Panel, and then click Classic View in the left pane, if it is not selected.
  3. In the right pane, double-click Programs and Features.
  4. In the list of installed programs, look for the HP product.
  5. Click the HP printer, and then click Yes to uninstall it.
  6. Follow the on-screen instructions to complete the uninstall process.
    NOTE:If asked to remove shared files, click No. Other programs that use these files might not work if you delete the files.
Step 2: Reinstall the software from the HP website
For full printer functionality, download and install the most recent printer driver.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 20: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
The error message can occur if the printer was not connected during software installation. If your printer is connected through a wired (Ethernet) or wireless network, make sure that the printer is on the correct network and that the software is installed.
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 connections and status of the printer

Follow these steps to check the connections and the status of the printer.
Step 1: Check the connections
Follow these steps to make sure that your computer is connected to the network.
  1. Make sure that the printer is turned on and is not in an error state. If you are unsure, turn the printer off and then back on again.
  2. Make sure that the wired (Ethernet) or wireless network is connected to the printer and the computer.
Step 2: Print a network configuration page
Print a network configuration page to view the network settings and the printer's IP address.
  1. Press the Setup button () on the product control panel.
  2. Press the Left arrow () or the Right arrow () to select Network.
  3. Press the Left arrow () or the Right arrow () to select Print Network Configuration Page or Print Network Settings.
  4. Make note of the IP address of your printer from the page that prints.
    NOTE:An IP address is a series of numbers, for example, 192.168.11.200.
Step 3: Ping the Printer
Ping the printer to make sure that the computer is communicating with the printer.
  1. On the Windows taskbar, click the Windows icon ().
  2. Type cmd in the Start Search box, and then press Enter. The Command Prompt window opens.
  3. Type Ping, press the spacebar once, and then type the IP address of your product, including the periods.
  4. Press Enter.
    • If the computer connects with the printer, continue to the next step.
    • If the computer fails to connect with the printer, skip to the next solution.
Step 4: Open HP Solution Center
On the Windows taskbar, click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.

Solution two: Make sure that the Digital Imaging Monitor is running, and open HP Solution Center again

The HP Digital Imaging Monitor (DIM) is a program that enhances communication between your computer and HP printer. If the DIM is not running, it can cause this error message.
NOTE:If you chose a custom install when you installed the product software and did not select HP Digital Imaging Device Functions, the Digital Imaging Monitor is not installed. If so, discontinue this procedure and skip to Solution three.
  1. Find the DIM icon () in the notification area in the lower-right corner of the computer.
    Figure 21: Notification area
    If the DIM icon is present, discontinue the steps in this procedure, and then skip to Solution three.
  2. If the DIM icon is not present, press the Ctrl, Shift, and Esc keys at the same time. The Task Manager window opens.
  3. Click the Processes tab, and then select the Show processes from all users check box.
  4. Check whether hpqtra08 and hpqste08 services are running. If the services are running, discontinue the steps in this procedure, and then skip to Solution three.
  5. If the services are not running, close the Task Manager window, click Start, and then click Run. The Run dialog box opens.
  6. In the Run box, type C:\Program Files\HP\Digital Imaging\Bin, and then click OK. The Bin folder opens.
  7. Double-click the hpqtra08.exe file.
  8. When prompted, click Yes to restart the computer.
  9. When the computer restarts, look for the hpqtra08 and hpqste08 services again. If the services are still not present, skip to Solution five in this document to uninstall and reinstall the HP software.
  10. Try to open HP Solution Center again.

Solution three: Make sure that PML driver HPZPML is running

The Pml Driver Hpz12 is a background service installed by the drivers of HP printers. It handles non-printing related communications between the PC and the HP printer.
  1. On the Windows taskbar, click the Windows icon ().
  2. In the Start Search box, type services.msc, and then press Enter. The Services folder opens.
  3. Under Name, scroll down to and double-click PML driver HPZ12. The PML driver for HPZ12 Properties window opens.
  4. On the General tab, click Automatic from the Startup type drop-down list, and then click Start to start the service.
  5. Close all open windows, and then restart the computer.
  6. When the computer restarts, open the Task Manager window to look for Pml Driver HPZ12 again. If the service is still not available, discontinue the steps in this procedure, and then skip to Solution four in this document.
  7. Try to open HP Solution Center 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: Delete the port from Print Server Properties, add a device, and try to open HP Solution Center

Follow these steps to delete the port from Print Server Properties, add a device, and open HP Solution Center again.
Step 1: Delete the port from Print Server Properties
Delete the port from the Print Server Properties using the IP address of your printer.
  1. On the Windows taskbar, click the Windows icon (), click Control Panel, and then double-click Printers.
  2. Click File, and then click Server Properties.
  3. Click the Ports tab.
  4. Click the IP address of your printer, and then click Delete Port.
    NOTE:The IP address of your printer is listed on the Network Configuration page you printed in Solution one.
Step 2: Add a device from the HP website
For full printer functionality, download and install the most recent printer driver.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 22: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE: When the Uninstall the software or add a device window opens, click Add a device.
Step 3: Try to open HP Solution Center again
On the Windows taskbar, click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.

Solution five: Configure the firewall and add a device

The error message may occur if security or firewall settings prevent communication with the printer. Follow these steps to unblock all HP programs in the third-party firewall, and then add a device.
Step 1: Configure the firewall to allow a connection with the printer
Firewall settings on your computer can interfere with the connection to the printer. Check to see if your firewall settings are blocking any HP programs.
  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 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 23: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click 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 the option to restart it.
  4. Find your firewall in the following table, and then click 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.
Step 2: Download and install the software from the HP Website
For full printer functionality, download and install the most recent printer driver.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 24: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE: When the Uninstall the software or add a device window opens, click Add a device
.
Step 3: Try to open HP Solution Center again
On the Windows taskbar, click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.

Solution six: Uninstall and reinstall the HP software completely

The error message can occur if preloaded software or another version of HP software is already installed. Follow these steps to uninstall and then reinstall the HP software.
Step 1: Uninstall the software completely
Uninstall any preloaded or existing HP printer software from your computer.
  1. On the Windows taskbar, click the Windows icon (), click Control Panel, and then double-click Programs and Features.
  2. Click each of the following programs related to your product if they are listed, and then click Uninstall.
    CAUTION:If the computer is manufactured by HP or Compaq, remove only the HP-related items in the list.
    • HP Imaging device functions
    • HP Document Viewer
    • HP Photosmart Essential
    • HP Image Zone
    • HP Photo and Imaging Gallery
    • HP Photosmart, PSC, or Officejet (your product name and software version number)
    • HP Software Update
    • HP Share to Web
    • HP Solution Center
    • HP Director
    • HP Memories Disk
    • Greeting Card Creator 32
  3. When prompted to restart the computer, select Click here to restart later.
  4. On the Windows taskbar click the Windows icon ().
  5. In the Start Search box, type C:\Program Files, and then press Enter. The Program Files folder opens.
  6. Double-click the HP or the Hewlett-Packard folder.
  7. Right click the Digital Imaging folder, click Delete, and then click Yes to confirm that you want to delete the folder.
  8. On the Windows taskbar click the Windows icon ().
  9. In the Start Search box, type C:\Windows, and then press Enter. The WINDOWS folder opens.
  10. Scroll down to the twain_32 folder, and rename the folder twain_32 old.
Step 2: Turn off any 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 3: Clear temporary files and folders using the Disk Cleanup utility
Follow these steps to clear temporary files and folder.
  1. On the Windows taskbar, click the Windows icon (), click 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 4: Back up the Windows registry
Follow these steps to create a backup of your registry before continuing to the next step. The registry can be restored if an error occurs.
  1. Disconnect the USB cable from the product.
  2. On the Windows taskbar, click the Windows icon ().
  3. In the Start Search box, type regedit, and then press Enter. The Registry Editor window opens.
  4. Click File, and then click Export. The Export Registry File window opens.
  5. In the Save in drop-down menu, select Desktop.
  6. In the File name text box, type HPBackup.
  7. In the Save as type field, select Registration Files.
  8. In the Export range pane, select All.
  9. Click Save.
    NOTE:The exported registry file (HPBackup) displays on the desktop.
  10. Keep the Registry Editor window open, and then continue to the next step.
Step 5: Remove registry keys
Follow these steps to remove registry keys to restore your network configuration information.
CAUTION:Changing the registry incorrectly could cause the computer to stop working. Perform these steps exactly as directed. HP recommends backing up the registry before editing registry keys.
  1. In the left pane of the Registry Editor window, click the plus sign (+) to the right of the HKEY_LOCAL_MACHINE folder to expand the folder.
  2. Scroll to and expand the SOFTWARE folder.
  3. Scroll to and expand the Hewlett-Packard folder.
  4. If a Digital Imaging folder is present in the list displayed below Hewlett-Packard, expand it.
  5. In the right pane of the Registry Editor window, right-click all keys that are named after the scanning device in use (for example, HP ScanJet 4070c or HP Photosmart C4100), and then click Delete. Click Yes to confirm the key deletion.
  6. If a Memories Disc key is present in the list displayed below Hewlett-Packard, right-click the Memories Disc key, and then click Delete. Click Yes to confirm the key deletion.
  7. If a ScanJet folder is present in the list displayed below Hewlett-Packard, expand it.
  8. Right-click all keys named after the scanning device in use (for example, HP ScanJet 4070c or HP Photosmart C4100) and then click Delete. Click Yes to confirm the key deletion.
Step 6: Download and install the software from the HP website
For full printer functionality, download and install the most recent printer driver.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 25: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE: When the Uninstall the software or add a device window opens, click Add a device.
Step 7: Enable or disable startup services and items
Use the MSCONFIG utility to enable the startup software.
  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 dialog box opens.
  3. If you do not want to make changes to the startup programs and services, click the General tab, click Normal Startup, click OK, and then skip to Step nine: Open HP Solution Center again.
  4. To disable some startup services, click the Services tab, and then click to remove the check mark next to each service you want to disable.
  5. To disable some startup items, click the Startup tab, and then click to remove the check mark next to each startup item you want to disable.
  6. Click OK to apply the changes.
Step 8: Open HP Solution Center again
On the Windows taskbar, click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.
Follow the solutions, based on your Windows XP connection type, in the order presented to resolve the issue.
The error message can occur if the printer was not connected during software installation. If your printer is connected with a USB cable, make sure that the USB cable is connected and the software is installed.
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 connections and status

Follow these steps to check the USB connections and printer status.
  1. With the printer turned on, unplug the power cord and USB cable from the back of the printer. Wait 30 seconds.
  2. Plug the power cord back into the printer.
  3. Press the Power button to turn the printer on.
  4. Connect the USB cable back into the printer, and then make sure that the USB cable is securely connected to the computer.
    NOTE:If the installation or configuration screen displays after you connect the USB cable, continue with the installation.
  5. If the computer does not restart after completing Step 4, follow these steps:
    1. Save and close all open programs.
    2. Restart the computer: Click Start, click Shutdown, click Restart from the drop-down menu, and then click OK.
  6. Try opening HP Solution Center again: On the Windows taskbar, click Start, point to All Programs, point to HP, and then click HP Solution Center.

Solution two: Make sure the printer displays in the Printers folder

If the printer icon does not display in the Printers folder, it may indicate that the printer driver is not installed. Follow these steps to make sure the printer driver is installed in the Printers folder on the computer.
  1. Click Start, click Control Panel, and then double-click Printers and Faxes.
  2. Look for an icon for the printer that you are trying to use. If the icon is present, discontinue the steps in this solution and skip to the next solution.
  3. Disconnect the USB cable, and then restart the computer.
  4. Use the procedure in Solution five in this document to uninstall and reinstall the printer software.
  5. Try opening HP Solution Center again.

Solution three: Make sure that the HP Digital Imaging Monitor (DIM) is running

The HP Digital Imaging Monitor (DIM) is a program that enhances communication between your computer and HP printer. If the DIM is not running, it can cause this error message.
NOTE:If you installed the software with a custom installation and did not select HP Digital Imaging Device Functions, the DIM did not install on the computer. If the DIM did not install, skip to the Windows XP solution to uninstall and reinstall the printer software .
  1. Look for the DIM icon () in the notification area in the lower-right corner of the computer.
    If the DIM icon is present, discontinue the steps in this procedure and skip to the next solution.
  2. If the DIM icon is not present, press the Ctrl, Alt, and Delete keys at the same time. The Task Manager window opens.
  3. Click the Processes tab, and then select the check box next to Show processes from all users.
  4. Check whether HPQTRA08 and HPQSTE08 are running. If the services are running, discontinue the steps in this procedure and skip to the next solution.
  5. If the services are not running, click Start on the Windows taskbar, and then click Run.
  6. In the Open box, type msconfig, and then click OK. The System Configuration Utility window opens.
  7. Click the Startup tab.
  8. Under the Startup Item column, look for hpqtra08 (hpqtra08.exe) and hpqste08 (hpqste08.exe). If these services are not in the list, the driver did not install correctly. Skip to Solution five in this document to uninstall and reinstall the HP software.
  9. Select the check boxes next to hpqtra08 and hpqste08, if they are not already selected, and then click OK.
  10. When prompted, click Yes to restart the computer.
  11. When the computer restarts, look for the hpqtra08 and hpqste08 services again. If the services are still not present, skip to Solution five in this document to uninstall and reinstall the HP software.
  12. Try opening HP Solution Center again.

Solution four: Make sure that Pml Driver HPZ12 is running

The Pml Driver Hpz12 is a background service installed by the drivers of HP printers. It handles non-printing related communications between the PC and the HP printer.
  1. Click Start, Control Panel, Administrative Tools, and then click the Services icon.
  2. In the Services window, look for Pml Driver HPZ12 under the Name column, and then check whether the status is Started. If the status is Started, discontinue the steps in this procedure and skip to the next solution.
  3. If the status is not listed as Started, double-click Pml Driver HPZ12. The Pml Driver HPZ12 Properties window opens.
  4. Under Service Status, click Start, and then click OK.
  5. Restart the computer.
  6. When the computer restarts, open the Services window to look for Pml Driver HPZ12 again. If the service is still not available, discontinue the steps in this procedure and skip to the next solution.
  7. Try opening HP Solution Center again.

Solution five: Uninstall and reinstall the software

The error message can occur if preloaded software or another version of HP software is already installed. Follow these steps to completely uninstall, and then reinstall the HP software.
Step 1: Uninstall the software
Uninstall any preloaded or existing HP printer software from your computer.
Disconnect the USB cable from both the printer and the computer, and then use one of the following methods to uninstall the software.
Method one: Uninstall the software using the printer CD
If the printer software CD is available, follow these steps to uninstall the software. Otherwise, skip to the next method.
Instructions follow, but you can view a YouTube video of this procedure: Go to: Uninstalling the software using the printer CD (in English), and then click Open in New Window.
  1. Insert the software CD into the CD drive on the computer.
  2. If the Welcome installation screen appears, click Exit to close it.
  3. On the Windows task bar, click Start, and then click Run (). The Run dialog box appears.
    Figure 26: The Run dialog box
  4. Click Browse. The Browse window appears.
  5. Navigate to the CD drive that the software CD is in, and then double-click the drive.
  6. From the list of folders and files on the CD, double-click the Util folder.
  7. From the list of folders and files inside the Util folder, double-click the CCC folder.
  8. From the list of folders and files inside the CCC folder, double-click the Uninstall_L3.bat file or Uninstall_L3_64.bat if a 64-bit operating system is installed on the computer.
    The Browse dialog box closes, and the path to the Uninstall _L3.bat file appears in the Run dialog box.
    Figure 27: Uninstall file path in the Run dialog box
  9. Click OK. The software uninstaller opens in a command prompt window.
  10. Press Enter to begin the uninstall. After the process completes and your computer restarts, continue to Step two: Clear temporary files and folders by running the Disk Cleanup utility
Method two: Download the software that you need to uninstall
If the software CD is not available, follow these steps to download the Full Feature software option, and then run the uninstall portion of it. (You will also use this downloaded software to reinstall later.)
Step 1: Download and install the Full Feature software
For full printer functionality, download and install the most recent printer driver.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 28: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
Step 2: Uninstall the printer software
Follow the instructions to run the uninstall portion of the Full Feature software.
  1. Click Save, browse to your save location, and then click Save again.
    The software downloads to your computer.
  2. When the download is complete and you are ready to install the files, click Open Folder, and then double-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 double-click it.
  3. 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.
  4. Click Exit on the Welcome installation screen.
  5. On the Windows task bar, click Start, and then click Search (). The Search Results window appears.
  6. In the Search Results window, click All files and folders.
  7. Click More advanced options, and then select Search hidden files and folders.
  8. In the All or part of the file name: box, type Uninstall_L3, and then click Search.
    When the search is complete, the file appears in the Search Results window.
  9. Double-click the Uninstall_L3 file, and then follow the on-screen instructions to complete the uninstall.
Step 3: Clear temporary files and folders by running the Disk Cleanup utility
Follow the instructions to clear temporary files and folders to ensure that any HP files are removed and to improve PC performance.
  1. To start the Disk Cleanup utility, click Start, point to Programs, 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. Select the appropriate check boxes to remove the unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deleting temporary Internet files
    • Deleting downloaded program files
    • Emptying the Recycle Bin
    • Deleting files from the Temporary folder
    • Deleting files created by other Windows tools
    • Removing optional Windows components that are not used
  3. After selecting the components to remove, click OK.
Step 4: Turn off programs that run in the background
When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.
Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.
  1. Click Start, and then click Run. The Run dialog box appears.
  2. In the Open: box, type MSCONFIG, and then click OK. The MSCONFIG Utility window appears.
  3. Click the General tab.
  4. Click Selective Startup.
  5. If there is a check mark next to Load Startup items, click to clear the check box.
  6. Click the Services tab and select the Hide All Microsoft Services check box.
  7. Click Disable all.
  8. Click Apply, and then click Close.
  9. If an 'Access is denied' message appears on the computer while making changes, click OK. This message does not prevent you from making changes.
  10. Click Restart.
    The message 'You’ve used system configuration utility to make changes to the way windows starts' appears on the Windows desktop.
  11. Select the Do not show this message again check box, and then click OK.
Step 5: Reset the HP Printer
Follow these steps to reset the printer. Do not plug in the USB cable yet.
  1. Unplug the power cord from the printer.
  2. Unplug the power cord from the electrical outlet.
  3. Wait 10 seconds.
  4. Plug the power cord back into the printer.
  5. Plug the power cord back into the electrical outlet.
  6. Press the Power button to turn the printer on, if it does not turn on automatically.
Step 6: Reinstall the printer software from the HP website
Use one of the following two options to reinstall the software. HP recommends downloading the software to make sure that you have the most current version.
CAUTION:Do NOT connect the USB cable now. Wait until the on-screen instructions prompt you to connect it.
Option one: Use the file downloaded in Step 1
If you downloaded the Full Feature driver option in "Step one: Uninstall the software" follow these steps to reinstall the software using the previously downloaded file.
  1. Navigate to the location of the file, and then double-click the file.
  2. When the Welcome installation screen appears, click Install.
  3. Follow the on-screen instructions to reinstall the software.
    Important: HP suggests that you select the Typical (Recommended) type of installation if the installer prompts you. This ensures that HP Solution Center installs.
  4. Continue to Step six: Turn background programs on.
Option two: Download the software from the HP website
For full printer functionality, download and reinstall the most recent printer driver.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 29: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
Step 7: Turn background programs back on
Follow these steps to turn on any background programs that you turned off in Step three: Turn off background programs.
  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.
    • If you want don’t want to make any changes to Startup Programs and Services, click the General tab and select Normal Startup to automatically enable all features the next time the computer is started.
    • If you want to disable some of the Startup items and non-Microsoft services, click the Startup tab. Leave the programs unchecked that you want to disable and check the boxes for rest of the programs.
  3. Click Apply and then click Close
  4. Click Restart to apply the changes.
The error message can occur if the printer was not connected during software installation. If your printer is connected through a wired (Ethernet) or wireless network, make sure that the printer is on the correct network and that the software is installed.

Solution one: Check the connections and status of the printer

Follow these steps to check the connections and the status of the printer.
Step 1: Check the connections
Follow these steps to make sure that your computer is connected to your network.
  1. Make sure that the printer is turned on and is not in an error state. If you are unsure, turn the printer off and then back on again.
  2. Make sure that the wired (Ethernet) or wireless network is connected to the printer and the computer.
Step 2: Print a network configuration page
Print a network configuration page to view the network settings and the printer's IP address.
  1. Press the Setup button () on the product control panel.
  2. Press the Left Arrow () or the Right arrow () to select Network.
  3. Press the Left Arrow () or the Right arrow () to select Print Network Configuration Page or Print Network Settings.
  4. Make note of the IP address of your product from the page that prints.
    NOTE:An IP address is a series of numbers, for example 192.168.11.200.
Step 3: Ping the printer
Ping the printer to make sure that the computer is communicating with the printer.
  1. Click Start, and then click Run. Type cmd in the Open box, and then click OK. The Command Prompt window opens.
  2. Type Ping, press the spacebar once, and then type the IP address of your printer, including the spaces and dots.
  3. Press Enter.
    • If the computer connects with the printer, continue to the next step.
    • If the computer fails to connect with the printer, skip to Solution two in this document.
Step 4: Open HP Solution Center
Click Start, click All Programs, point to HP, and then click HP Solution Center.

Solution two: Make sure that the Digital Imaging Monitor is running, and open HP Solution Center again

The HP Digital Imaging Monitor (DIM) is a program that enhances communication between your computer and HP printer. If the DIM is not running, it can cause this error message.
NOTE:If you chose a custom install when you installed the product software and did not select HP Digital Imaging Device Functions, the Digital Imaging Monitor is not installed. If so, discontinue this procedure and then skip to Solution three in this document.
  1. Find the DIM icon () in the notification area in the lower-right corner of the computer.
    Figure 30: Notification area
    If the DIM icon is present, discontinue the steps in this procedure, and then skip to Solution three in this document.
  2. If the DIM icon is not present, press the Ctrl, Shift, and Esc keys at the same time. The Task Manager window opens.
  3. Click the Processes tab, and then select the Show processes from all users check box.
  4. Check whether hpqtra08 and hpqste08 services are running. If the services are running, discontinue the steps in this procedure, and then skip to Solution three in this document.
  5. If the services are not running, close the Task Manager window, click Start, and then click Run. The Run dialog box opens.
  6. In the Run box, type C:\Program Files\HP\Digital Imaging\Bin, and then click OK. The Bin folder opens.
  7. Double-click the hpqtra08.exe file.
  8. When prompted, click Yes to restart the computer.
  9. When the computer restarts, look for the hpqtra08 and hpqste08 services again. If the services are still not present, skip to Solution five in this document to uninstall and reinstall the HP software.
  10. Try to open HP Solution Center again.

Solution three: Make sure that PML driver HPZPML is running

The Pml Driver Hpz12 is a background service installed by the drivers of HP printers. It handles non-printing related communications between the PC and the HP printer.
  1. Click Start, and then click Run. The Run dialog box opens.
  2. In the Open box, type services.msc, and then click OK. The Services folder opens.
  3. Under Name, scroll down to and double-click PML driver HPZ12. The PML driver for HPZ12 Properties window opens.
  4. On the General tab, click Automatic from the Startup type drop-down list, and then click Start to start the service.
  5. Close all open windows, and then restart the computer.
  6. When the computer restarts, open the Task Manager window to look for Pml Driver HPZ12 again. If the service is still not available, discontinue the steps in this procedure, and then skip to Solution Five in this document.
  7. Try to open HP Solution Center again.

Solution four: Delete the port from Print Server Properties, add a device, and try to open HP Solution Center

Follow these steps to delete the port from Print Server Properties, add a device, and open HP Solution Center again.
Step 1: Delete the port from Print Server Properties
Delete the port from the Print Server Properties using the IP address of your printer.
  1. Click Start, and then click Printers and Faxes.
  2. Click File, and then click Server Properties.
  3. Click the Ports tab.
  4. Click the IP address of your printer, and then click Delete Port.
    NOTE:The IP address of your printer is listed on the Network Configuration page you printed in Solution one of this document.
Step 2: Download and install the software from the HP website
For full printer functionality, download and install the most recent printer driver.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 31: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE: When the Uninstall the software or add a device window opens, click Add a device.
Step 3: Try to open HP Solution Center again
Click Start, click All Programs, point to HP, and then click HP Solution Center.

Solution five: Configure the firewall and add a device

Follow these steps to unblock all HP programs in the third-party firewall and to add a device.
Step 1: Configure the firewall to allow a connection with the Printer
The error message may occur if security or firewall settings prevent communication with the printer. Follow these steps to unblock all HP programs in the third-party firewall, and then add a device.
  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 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 32: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click 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 the option to restart it.
  4. Find your firewall in the following table, and then click 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.
Step 2: Download and install the software from the HP website
For full printer functionality, download and install the most recent printer driver from the HP website.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 33: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE: When the Uninstall the software or add a device window opens, click Add a device.

Solution six: Uninstall and reinstall the HP software completely

The error message can occur if preloaded software or another version of HP software is already installed. Follow these steps to uninstall and then reinstall the HP software.
Step 1: Uninstall the software completely
Uninstall any preloaded or existing HP printer software from your computer.
  1. Click Start, and then click Control Panel.
  2. Double-click Add or Remove Programs.
  3. Click each of the following programs related to your product if they are listed, and then click Remove.
    CAUTION:If the computer is manufactured by HP or Compaq, remove only the HP-related items in the list.
    • HP Imaging device functions
    • HP Document Viewer
    • HP Photosmart Essential
    • HP Image Zone
    • HP Photo and Imaging Gallery
    • HP Photosmart, PSC, or Officejet (your product name and software version number)
    • HP Software Update
    • HP Share to Web
    • HP Solution Center
    • HP Director
    • HP Memories Disk
    • Greeting Card Creator 32
  4. When prompted to restart the computer, select Click here to restart later.
  5. Click Start, and then click Run. The Run dialog box opens.
  6. In the Run box, type C:\Program Files, and then click OK. The Program Files folder opens.
  7. Double-click the HP or the Hewlett-Packard folder.
  8. Right click the Digital Imaging folder, click Delete, and then click Yes to confirm that you want to delete the folder.
  9. Click Start, and then click Run.
  10. In the Run dialog box, type C:\Windows, and then click OK. The WINDOWS folder opens.
  11. Scroll down to the twain_32 folder, and rename the folder twain_32 old.
Step 2: Turn off any 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 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 3: Clear temporary files and folders using the Disk Cleanup utility
Follow these steps to clear temporary files and folders to ensure that any HP files are removed and to improve PC performance.
  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 4: Back up the Windows registry
Follow these steps to create a backup of your registry before continuing to the next step. The registry can be restored if an error occurs.
  1. Disconnect the USB cable from the product.
  2. Click Start, and then click Run. The Run dialog box opens.
  3. In the Open box, type regedit. The Registry Editor window opens.
  4. Click File, and then click Export. The Export Registry File window opens.
  5. In the Save in drop-down menu, select Desktop.
  6. In the File name text box, type HPBackup.
  7. In the Save as type field, select Registration Files.
  8. In the Export range pane, select All.
  9. Click Save.
    NOTE:The exported registry file (HPBackup) displays on the desktop.
  10. Keep the Registry Editor window open, and then continue to the next step.
Step 5: Remove registry keys
Follow these steps to remove registry keys to restore your network configuration information.
CAUTION:Changing the registry incorrectly could cause the computer to stop working. Perform these steps exactly as directed. HP recommends backing up the registry before editing registry keys.
  1. In the left pane of the Registry Editor window, sign (+) to the right of the HKEY_LOCAL_MACHINE folder to expand the folder.
  2. Scroll to and expand the SOFTWARE folder.
  3. Scroll to and expand the Hewlett-Packard folder.
  4. If a Digital Imaging folder is present in the list displayed below Hewlett-Packard, expand it.
  5. In the right pane of the Registry Editor window, right-click all keys that are named after the scanning device in use (for example, HP ScanJet 4070c or HP Photosmart C4100), and then click Delete. Click Yes to confirm the key deletion.
  6. If a Memories Disc key is present in the list displayed below Hewlett-Packard, right-click the Memories Disc key, and then click Delete. Click Yes to confirm the key deletion.
  7. If a ScanJet folder is present in the list displayed below Hewlett-Packard, expand it.
  8. Right-click all keys named after the scanning device in use (for example, HP ScanJet 4070c or HP Photosmart C4100) and then click Delete. Click Yes to confirm the key deletion.
Step 6: Reinstall the software from the HP website
For full printer functionality, download and reinstall the most recent printer driver.
  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. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 34: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  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 software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.
NOTE: When the Uninstall the software or add a device window opens, click Add a device.
Step 7: Enable or disable startup services and items
Use the MSCONFIG utility to enable the startup software.
  1. Click Start, and then click Run. The Run dialog box opens.
  2. In the Open box, type MSCONFIG, and then click OK. The System Configuration Utility dialog box opens.
  3. If you do not want to make changes to the startup programs and services, click the General tab, click Normal Startup, click OK, and then skip to Step nine: Open HP Solution Center again.
  4. To disable some startup services, click the Services tab, and then click to remove the check mark next to each service you want to disable.
  5. To disable some startup items, click the Startup tab, and then click to remove the check mark next to each startup item you want to disable.
  6. Click OK to apply the changes.
Step 8: Open HP Solution Center again
Click Start, click All Programs, point to HP, and then click HP Solution Center.

Related support links

HP Support forums

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