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HP Photosmart 7660 Photo Printer Troubleshooting

'No HP devices have been detected' Message Displays on the Computer When Opening HP Solution Center in Windows

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Issue

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. '
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The issue can be caused by the following conditions:
  • The printer was not connected during software installation.
  • There is no printer icon in the Printer folder.
  • The Digital Imaging Monitor is not running.
  • The HP PML driver is not running.
  • Preloaded software or another version of the HP software is already installed.
  • Device discovery fails during installation.
  • Security or firewall settings prevent communication with the printer.

Solution

Click your operating system, click your connection type, and then follow the solutions in the order presented to resolve the issue.
Click your connection type, and then follow the solutions in the order presented to resolve the issue.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
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.
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 .
Follow these steps to check the Printers folder.
  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.
Follow these steps to make sure the Digital Imaging Monitor (DIM) is running.
NOTE:If you performed a custom software installation and did not select HP Digital Imaging Device Functions, you did not install the DIM on your computer. Skip to the next solution in this document.
  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.
Follow these steps to make sure Pml Driver HPZ12 is running.
  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.
Follow these steps to completely uninstall, and then reinstall the HP software.
Step one: Uninstall the software
Disconnect the USB cable from both the printer and the computer, and then use one of the following methods to uninstall the software.
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: Right-click this link, 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 1: 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 2: 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
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.)
  1. Disconnect the USB cable from both the printer and the computer (if you already connected it).
  2. Turn the printer on.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers
  4. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions:
      If prompted to enter your printer in the window .
      1. Type your printer number in the window.
      2. Click Next . If necessary click your model in a list of similar printers.
      3. Click Software and Driver Downloads .
      4. Click the drop-down arrow ( ), and then click your operating system.
      5. Click Next , and then continue to the next step.
    • If prompted to select your operating system .
      1. Click the drop-down arrow ( ), and then click your operating system.
      2. Click Next .
      3. Continue to the next step.
  5. Click the Plus sign ( ) next to Driver , and then click Full Feature Software and Driver .
  6. Read through the minimum system requirements and additional instructions. You can also click View directions ( ) for complete download instructions. .
  7. Click Download . This option allows you to install the software at any time after the download completes.
  8. Click Save , browse to your save location, and then click Save again.
    The software downloads to your computer.
  9. 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.
  10. 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.
  11. Click Exit on the Welcome installation screen.
  12. On the Windows task bar, click Start , and then click Search ( ). The Search Results window appears.
  13. In the Search Results window, click All files and folders .
  14. Click More advanced options , and then select Search hidden files and folders .
  15. 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.
  16. Double-click the Uninstall_L3 file, and then follow the on-screen instructions to complete the uninstall.
Step two: Clear temporary files and folders by running the Disk Cleanup utility
Follow the instructions to clear temporary files and folders:
  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 three: 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 four: Reset the HP All-in-One
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 product.
  5. Plug the power cord back into the electrical outlet.
  6. Press the Power button ( ) to turn the product on, if it does not turn on automatically.
Follow these steps to reset the product. Do not plug in the USB cable yet.
  1. Unplug the power cord from the product.
  2. Unplug the power cord from the electrical outlet.
  3. Wait 10 seconds.
  4. Plug the power cord back into the product.
  5. Plug the power cord back into the electrical outlet.
  6. Press the Power button ( ) to turn the product on, if it does not turn on automatically.
Step five: Reinstall the product software
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.
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.
  1. Disconnect the USB cable from both the product and the computer (if you already connected it).
  2. Turn the product on.
  3. Browse to the Select Software and Drivers page: Get Software and Drivers
  4. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions:
      If prompted to enter your product in the window .
      1. Type your product number in the window.
      2. Click Next . If necessary click your model in a list of similar products.
      3. Click Software and Driver Downloads .
      4. Click the drop-down arrow ( ), and then click your operating system.
      5. Click Next , and then continue to the next step.
    • If prompted to select your operating system .
      1. Click the drop-down arrow ( ), and then click your operating system.
      2. Click Next .
      3. Continue to the next step.
  5. Click the Plus sign ( ) next to Driver , and then click Full Feature Software and Driver .
  6. Read through the minimum system requirements and additional instructions. You can also click View directions ( ) for complete download instructions.
  7. Click Download . This option allows you to install the software at any time after the download completes.
  8. Click Save , browse to your save location, and then click Save again.
    The software downloads to your computer.
  9. 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 .
  10. 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 .
  11. Follow the on-screen instructions to install the product software.
  1. If the product software CD is still in the computer CD drive, remove it and reinsert it in the CD drive, and then wait a few seconds for the software installer to start.
    If the installer does not start automatically, click Start , click My Computer , and then double-click the CD drive.
  2. Follow the on-screen instructions to install the software.
    IMPORTANT: The installer might ask if you want to check online for the latest installation updates for your product. For the best installation results, HP recommends that you click “Yes” to let the installer check for updates and download them for you.
Step six: 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.
If your product supports scanning, you can try scanning without HP imaging software. Windows XP provides a basic set of scanning drivers, also referred to as Windows Image Acquisition (WIA) drivers, which you can use as an alternative to scan a document when you cannot scan using the HP drivers.
To scan a document using Paint in Windows XP , follow these steps:
  1. Click Start , point to All Programs , point to Accessories , and then click Paint .
  2. Click File , and then click From Scanner or Camera .
  3. Make any desired setting changes.
  4. Click Scan .
Video of scanning with Paint
The following video demonstrates how to scan with Paint in Windows XP. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
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.
Follow these steps to check the cable connections and the status of the product.
Step one: Check the cable connections
  1. Make sure that the product is turned on and is not in an error state. If you are unsure, turn the product off and then back on again.
  2. Make sure that the USB cable is connected to the product and the computer securely.
Step two: Print a network configuration page
  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 three: Ping the All-in-One
  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 product, including the spaces and dots.
  3. Press Enter .
    • If the computer connects with the product, continue to the next step.
    • If the computer fails to connect with the product, skip to Solution two in this document.
Step four: Open HP Solution Center
Click Start , click All Programs , point to HP , and then click HP Solution Center .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
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 3: 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
  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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to delete the port from Print Server Properties, add a device, and open HP Solution Center again.
Step one: Delete the port from Print Server Properties
  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 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 two: Add a device
Select one of the following options to add a device. If you do not have the product software CD, select option two.
  1. Insert the product software CD in the CD drive of the computer. If the software CD is already in the CD drive, remove the CD and reinsert it.
    If the software installation does not start automatically, follow these steps:
    Click Start , and then click Run . The Run window opens
    In the Open box, type D:\setup.exe , where 'D ' is the letter of the CD drive.
  2. When the Uninstall the software or add a device window opens, click Add a device .
  3. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
  1. Bookmark this page or make note of the steps in this procedure, and then click here to download the software for your HP product . The Get Software and Drivers window opens.
  2. Type your product number, and then click Next to continue. The Select your operating system window opens.
  3. Click your computer operating system. The Select software and drivers window opens.
  4. In the Driver section, click Full Feature Software and Drivers .
  5. Follow the on-screen instructions to download and install the software.
  6. When the Uninstall the software or add a device window opens, click Add a device .
  7. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
Step three: Try to open HP Solution Center again
Click Start , click All Programs , point to HP , and then click HP Solution Center .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to unblock all HP programs in the third-party firewall and to add a device.
Step one: Configure the firewall to allow a connection with the All-in-One
NOTE:Consider bookmarking this page on your Web browser so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your product. 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 HP product.
    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 4: Examples of the notification area on the computer
    Image of the notification area.
    Image of the 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 two: Add a device
After configuring the firewall, choose one of the following options to add a device. If you do not have the product software CD, choose option two.
  1. Insert the product software CD in the CD drive of the computer. If the software CD is already in the CD drive, remove the CD and reinsert it.
    If the software installation does not start automatically, follow these steps:
    Click Start , and then click Run . The Run window opens
    In the Open box, type D:\setup.exe , where 'D ' is the letter of the CD drive.
  2. When the Uninstall the software or add a device window opens, click Add a device .
  3. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
  1. Bookmark this page or make note of the steps in this procedure, and then click here to download the software for your HP product . The Get Software and Drivers window opens.
  2. Type your product number, and then click Next to continue. The Select your operating system window opens.
  3. Click your computer operating system. The Select software and drivers window opens.
  4. In the Driver section, click Full Feature Software and Drivers .
  5. Follow the on-screen instructions to download and install the software.
  6. When the Uninstall the software or add a device window opens, click Add a device .
  7. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to uninstall and then reinstall the HP software.
Step one: Uninstall the software completely
  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 two: 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 three: Clear temporary files and folders using the Disk Cleanup utility
  1. On the Windows taskbar, click Start , click All Programs , click Accessories , click System Tools , and then click Disk Cleanup . The Disk Cleanup utility analyzes the hard disk, and then presents a report with a list of options with check boxes next to them.
  2. In the Files to Delete field, select the appropriate check boxes to remove any unnecessary files and components. Options include:
    • Downloaded program files
    • Temporary files
    • Offline Web Pages
    • Files in the Recycle Bin
    • Files created by other Windows tools
      NOTE:You do not have to remove all files and components, but unless you have a specific reason for retaining them, it is generally advisable to remove them.
  3. After you select the components to remove, click OK to open the utility.
Step four: 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 five: Remove registry keys
Follow these steps to remove registry keys.
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 six: Reinstall the HP software
Choose one of the following options to install the software. If you do not have the product software CD, choose option two.
  1. If the product software CD is still in the computer CD drive, remove the CD, and then reinsert it in the CD drive. The software installation starts automatically.
    If the Install Wizard does not open automatically, click Start , click My Computer , and then double-click the CD drive.
  2. Follow the on-screen instructions to complete the software installation.
  1. Disconnect the USB cable from both the product and the computer (if you already connected it).
  2. Turn the product on.
  3. Browse to the Select Software and Drivers page: Get Software and Drivers
  4. Check the instructions on the page, and then sign (+) next to the correct heading for additional instructions:
      If prompted to enter your product in the window .
      1. Type your product number in the window.
      2. Click Next . If necessary click your model in a list of similar products.
      3. Click Software and Driver Downloads .
      4. Click the drop-down arrow ( ), and then click your operating system.
      5. Click Next , and then continue to the next step.
    • If prompted to select your operating system .
      1. Click the drop-down arrow ( ), and then click your operating system.
      2. Click Next .
      3. Continue to the next step.
  5. Click the Plus sign ( ) next to Driver , and then click Full Feature Software and Driver .
  6. Read through the minimum system requirements and additional instructions. You can also click View directions ( ) for complete download instructions.
  7. Click Download . This option allows you to install the software at any time after the download completes.
  8. Click Save , browse to your save location, and then click Save again.
  9. 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 .
  10. Follow the on-screen instructions to install the product software.
Step seven: Add a device
Choose one of the following options to add a device. If you do not have the product software CD, choose option two.
  1. Insert the product software CD in the CD drive of the computer. If the software CD is already in the CD drive, remove the CD and reinsert it.
    If the software installation does not start automatically, follow these steps:
    Click Start , and then click Run . The Run window opens
    In the Open box, type D:\setup.exe , where 'D ' is the letter of the CD drive.
  2. When the Uninstall the software or add a device window opens, click Add a device .
  3. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
  1. Bookmark this page or make note of the steps in this procedure, and then click here to download the software for your HP product . The Get Software and Drivers window opens.
  2. Type your product number, and then click Next to continue. The Select your operating system window opens.
  3. Click your computer operating system. The Select software and drivers window opens.
  4. In the Driver section, click Full Feature Software and Drivers .
  5. Follow the on-screen instructions to download and install the software.
  6. When the Uninstall the software or add a device window opens, click Add a device .
  7. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
Step eight: 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 Sevices 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 nine: Open HP Solution Center again
Click Start , click All Programs , point to HP , and then click HP Solution Center .
The issue can be caused by the following conditions:
  • The product was not connected during software installation
  • There is no product icon in the Printer folder
  • The Digital Imaging Monitor is not running
  • The HP PML driver is not running
  • Preloaded software or another version of the HP software is already installed
  • Device di;scovery fails during installation
  • Security or firewall settings prevent communication with the product
If your product supports scanning and you need to scan, you can try scanning without HP imaging software. Windows XP provides a basic set of scanning drivers, also referred to as Windows Image Acquisition (WIA) drivers, which you can use as an alternative to scan a document when you cannot scan using the HP drivers.
To scan a document using Paint in Windows XP , follow these steps:
  1. Click Start , point to All Programs , point to Accessories , and then click Paint .
  2. Click File , and then click From Scanner or Camera .
  3. Make any desired setting changes.
  4. Click Scan .
Video of scanning with Paint
The following video demonstrates how to scan with Paint in Windows XP. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Click your connection type, and then follow the solutions in the order presented to resolve the issue.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
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.
Follow these steps to make sure the product is connected correctly.
  1. Make sure the USB cable is securely connected to the back of the product and to the computer.
  2. Press the Power button ( ) to turn the product 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 .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to make sure the product is listed 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 product, and then restart the computer.
    NOTE:Do not reconnect the USB cable until prompted to do so during software installation.
  5. When the product restarts, uninstall and reinstall the software. Skip to the solution in this document to uninstall and reinstall the HP software.
Follow these steps to make sure the Digital Imaging Monitor (DIM) is running.
NOTE:If a custom software installation was done and HP Digital Imaging Device Functions was not selected, the DIM was not installed on the computer. Skip to the next solution.
  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 solution in this document to uninstall and reinstall the HP software.
  12. Try opening 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.
Follow these steps to make sure Pml Driver HPZ12 is running.
  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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to completely uninstall and then reinstall the HP software.
Step one: Uninstall the software
  1. Disconnect the USB cable that connects the product 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 product, 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 two: Reinstall the software
  2. In the Enter a product number text box, type your product model (for example, HP Officejet 7115), and then click Submit ( ) or press Enter .
  3. Under Product search results , click your product model.
  4. Click your operating system. A window opens listing software and drivers available to download.
  5. In the Driver section, review the list of available driver downloads, and then click the driver that meets your needs.
  6. Follow the on-screen instructions to download and install the software.
If your product supports scanning and you need to scan, you can try scanning without HP imaging software. Windows Vista provides a basic set of scanning drivers, also referred to as Windows Image Acquisition (WIA) drivers, which you can use as an alternative to scan a document when you cannot scan using the HP drivers.
Use one of the following methods to scan a document.
To scan a document using Windows Photo Gallery in Windows Vista, follow these steps:
  1. Click the Windows Vista ( ) icon, click All Programs , and then click Windows Photo Gallery .
  2. Click File , and then click Import From Camera or Scanner .
  3. Click Import , and then click Scan .
Video of scanning with Windows Photo Gallery
The following video demonstrates how to scan with Windows Photo Gallery. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
To scan a document using Paint in Windows Vista , follow these steps:
  1. Click the Windows Vista ( ) icon, click All Programs , click Accessories , and then click Paint .
  2. Click File , and then click Import From Camera or Scanner .
  3. Make any desired setting changes, and then click Scan .
Video of scanning with Paint
The following video demonstrates how to scan with Paint. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
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.
Follow these steps to check the cable connections and the status of the product.
Step one: Check the cable connections
  1. Make sure that the product is turned on and is not in an error state. If you are unsure, turn the product off and then back on again.
  2. Make sure that the USB cable is connected to the product and the computer securely.
Step two: Print a network configuration page
  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 three: Ping the All-in-One
  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 product, continue to the next step.
    • If the computer fails to connect with the product, skip to the next solution.
Step four: Open HP Solution Center
On the Windows taskbar, click the Windows icon ( ), click All Programs , click HP , and then click HP Solution Center .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
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 5: 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
  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.
Follow these steps to delete the port from Print Server Properties, add a device, and open HP Solution Center again.
Step one: Delete the port from Print Server Properties
  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 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 two: Add a device
Select one of the following options to add a device. If you do not have the product software CD, select option two.
  1. Insert the product software CD in the CD drive of the computer. If the software CD is already in the CD drive, remove the CD and reinsert it.
    If the software installation does not start automatically, follow these steps:
    On the Windows taskbar, click the Windows icon ( ).
    In the Start Search box, type D:\setup.exe , where 'D ' is the letter of the CD drive.
  2. When the Uninstall the software or add a device window opens, click Add a device .
  3. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
  1. Bookmark this page or make note of the steps in this procedure, and then click here to download the software for your HP product . The Get Software and Drivers window opens.
  2. Type your product number, and then click Next to continue. The Select your operating system window opens.
  3. Click your computer operating system. The Select software and drivers window opens.
  4. In the Driver section, click Full Feature Software and Drivers .
  5. Follow the on-screen instructions to download and install the software.
  6. When the Uninstall the software or add a device window opens, click Add a device .
  7. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
Step three: 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 .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to unblock all HP programs in the third-party firewall and to add a device.
Step one: Configure the firewall to allow a connection with the All-in-One
NOTE:Consider bookmarking this page on your Web browser so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your product. 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 HP product.
    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 6: Examples of the notification area on the computer
    Image of the notification area.
    Image of the 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 two: Add a device
After configuring the firewall, choose one of the following options to add a device. If you do not have the product software CD, choose option two.
  1. Insert the product software CD in the CD drive of the computer. If the software CD is already in the CD drive, remove the CD and reinsert it.
    If the software installation does not start automatically, follow these steps:
    On the Windows taskbar, click the Windows icon ( ).
    In the Start Search box, type D:\setup.exe , where 'D ' is the letter of the CD drive.
  2. When the Uninstall the software or add a device window opens, click Add a device .
  3. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
  1. Bookmark this page or make note of the steps in this procedure, and then click here to download the software for your HP product . The Get Software and Drivers window opens.
  2. Type your product number, and then click Next to continue. The Select your operating system window opens.
  3. Click your computer operating system. The Select software and drivers window opens.
  4. In the Driver section, click Full Feature Software and Drivers .
  5. Follow the on-screen instructions to download and install the software.
  6. When the Uninstall the software or add a device window opens, click Add a device .
  7. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
Step three: 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 .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to uninstall and then reinstall the HP software.
Step one: Uninstall the software completely
  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 two: 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 three: 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 four: 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 five: Remove registry keys
Follow these steps to remove registry keys.
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 six: Reinstall the HP software
Choose one of the following options to install the software. If you do not have the product software CD, choose option two.
  1. If the product software CD is still in the computer CD drive, remove the CD, and then reinsert it in the CD drive. The software installation starts automatically.
    If the software installation does not start automatically, follow these steps:
    On the Windows taskbar, click the Windows icon ( ).
    In the Start Search box, type D:\setup.exe , where 'D ' is the letter of the CD drive.
  2. Follow the on-screen instructions to complete the software installation.
  1. Disconnect the USB cable from both the product and the computer (if you already connected it).
  2. Turn the product on.
  3. Browse to the Select Software and Drivers page: Get Software and Drivers
  4. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions:
      If prompted to enter your product in the window .
      1. Type your product number in the window.
      2. Click Next . If necessary click your model in a list of similar products.
      3. Click Software and Driver Downloads .
      4. Click the drop-down arrow ( ), and then click your operating system.
      5. Click Next , and then continue to the next step.
    • If prompted to select your operating system .
      1. Click the drop-down arrow ( ), and then click your operating system.
      2. Click Next .
      3. Continue to the next step.
  5. Click the Plus sign ( ) next to Driver , and then click Full Feature Software and Driver .
  6. Read through the minimum system requirements and additional instructions. You can also click View directions ( ) for complete download instructions.
  7. Click Download . This option allows you to install the software at any time after the download completes.
  8. Click Save , browse to your save location, and then click Save again.
    The software downloads to your computer.
  9. 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 .
  10. Follow the on-screen instructions to install the product software.
Step seven: Add a device
Choose one of the following options to add a device. If you do not have the product software CD, choose option two.
  1. Insert the product software CD in the CD drive of the computer. If the software CD is already in the CD drive, remove the CD and reinsert it.
    If the software installation does not start automatically, follow these steps:
    On the Windows taskbar, click the Windows icon ( ).
    In the Start Search box, type D:\setup.exe , where 'D ' is the letter of the CD drive.
  2. When the Uninstall the software or add a device window opens, click Add a device .
  3. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
  1. Bookmark this page or make note of the steps in this procedure, and then click here to download the software for your HP product . The Get Software and Drivers window opens.
  2. Type your product number, and then click Next to continue. The Select your operating system window opens.
  3. Click your computer operating system. The Select software and drivers window opens.
  4. In the Driver section, click Full Feature Software and Drivers .
  5. Follow the on-screen instructions to download and install the software.
  6. When the Uninstall the software or add a device window opens, click Add a device .
  7. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
Step eight: 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 Sevices 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 nine: Open HP Solution Center again
On the Windows taskbar, click the Windows icon ( ), click All Programs , click HP , and then click HP Solution Center .
The issue can be caused by the following conditions:
  • The product was not connected during software installation
  • There is no product icon in the Printer folder
  • The Digital Imaging Monitor is not running
  • The HP PML driver is not running
  • Preloaded software or another version of the HP software is already installed
  • Device discovery fails during installation
  • Security or firewall settings prevent communication with the product
If your product supports scanning and you need to scan, you can try scanning without HP imaging software. Windows Vista provides a basic set of scanning drivers, also referred to as Windows Image Acquisition (WIA) drivers, which you can use as an alternative to scan a document when you cannot scan using the HP drivers.
Use one of the following methods to scan a document.
To scan a document using Windows Photo Gallery in Windows Vista, follow these steps:
  1. Click the Windows Vista ( ) icon, click All Programs , and then click Windows Photo Gallery .
  2. Click File , and then click Import From Camera or Scanner .
  3. Click Import , and then click Scan .
Video of scanning with Windows Photo Gallery
The following video demonstrates how to scan with Windows Photo Gallery. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
To scan a document using Paint in Windows Vista , follow these steps:
  1. Click the Windows Vista ( ) icon, click All Programs , click Accessories , and then click Paint .
  2. Click File , and then click Import From Camera or Scanner .
  3. Make any desired setting changes, and then click Scan .
Video of scanning with Paint
The following video demonstrates how to scan with Paint. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Click your connection type, and then follow the solutions in the order presented to resolve the issue.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
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.
Follow these steps to make sure the product connects to the computer correctly.
  1. Make sure the USB cable connects securely to the back of the product and to the computer.
  2. Press the Power button ( ) to turn the product 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 .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to make sure the product appears in the Printers folder on the computer.
Step one: Open the Printers folder and look for the product icon
  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 product ( ).
    • 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 two: Uninstall the 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 three: Download and reinstall the software
  1. Disconnect the USB cable from both the product and the computer (if you already connected it).
  2. Turn the product on.
  3. Browse to the Select Software and Drivers page: Get Software and Drivers
  4. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions:
      If prompted to enter your product in the window .
      1. Type your product number in the window.
      2. Click Next . If necessary click your model in a list of similar products.
      3. Click Software and Driver Downloads .
      4. Click the drop-down arrow ( ), and then click your operating system.
      5. Click Next , and then continue to the next step.
    • If prompted to select your operating system .
      1. Click the drop-down arrow ( ), and then click your operating system.
      2. Click Next .
      3. Continue to the next step.
  5. Click the Plus sign ( ) next to Driver , and then click Full Feature Software and Driver .
  6. Read through the minimum system requirements and additional instructions. You can also click View directions ( ) for complete download instructions.
  7. Click Download . This option allows you to install the software at any time after the download completes.
  8. Click Save , browse to your save location, and then click Save again.
    The software downloads to your computer.
  9. 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 .
  10. Follow the on-screen instructions to install the product software.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to make sure that the HP Digital Imaging Monitor (DIM) is running.
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 next solution in this document.
  1. Locate the DIM icon ( ) in the lower-right corner (the notification area) of the computer screen.
    Figure 7: 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to make sure Pml Driver HPZ12 is running.
  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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to completely uninstall and then reinstall the HP software.
Step one: Uninstall the 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 two: Reinstall the software
  1. Disconnect the USB cable or the Ethernet cable from the printer, depending on your connection type.
    NOTE:If the printer connects to the network wirelessly, you can leave it connected during the installation.
  2. Turn the printer on.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers
  4. Check the instructions on the page, and then click the Plus sign ( ) next to the correct heading for additional instructions:
      If prompted to enter your printer model in the window .
      1. Type your model number in the window.
      2. Click Next . If necessary click your model in a list of similar products.
      3. Click Software and Driver Downloads .
      4. Click the drop-down arrow ( ), and then click your operating system.
      5. Continue to the next step.
      If prompted to select your operating system .
      1. Click the drop-down arrow ( ), and then click your operating system.
      2. Click Next . If necessary click your model in a list of similar products.
      3. Continue to the next step.
  5. Click the Plus sign next to Driver , and then click the Full Feature driver.
  6. Read through the description, details, and specifications. You can also click View directions for complete download instructions.
  7. Click Download .
  8. Click Save in the Notification bar.
  9. After the download completes, click Run in the Notification bar.
    NOTE:By default, the software file saves to the Downloads folder on your computer. If you want to install it at a later time, click the Windows icon ( ), click Documents , and then click the Downloads folder to access the file.
  10. Click Yes in the User Account Control window.
  11. Wait while the software extracts, and then follow the on-screen instructions to complete the installation.
If your product supports scanning and you need to scan, you can try scanning without HP imaging software. Windows 7 provides a basic set of scanning drivers, also referred to as Windows Image Acquisition (WIA) drivers, which you can use as an alternative to scan a document when you cannot scan using the HP drivers.
Use one of the following methods to scan a document.
To scan a document using Windows Live Photo Gallery in Windows7, follow these steps:
  1. Click the Windows icon ( ), click All Programs , and then click Windows Live Photo Gallery .
    NOTE:If Windows Live Photo Gallery does not appear in the list of programs, you can go to the Microsoft Web site to download it, or try the next method.
  2. Click File , and then click Import From Camera or Scanner .
  3. Click the product you are using to scan, and then click Import .
  4. Make any desired setting changes, and then click Scan .
Video of scanning with Windows Live Photo Gallery
The following video demonstrates how to scan with Windows Live Photo Gallery in Windows 7.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
To scan a document using Paint in Windows7, follow these steps:
  1. Click the Windows icon ( ), click All Programs , click Accessories , and then click Paint .
  2. Click the Paint button ( ), and then click From Camera or Scanner .
  3. Make any desired setting changes, and then click Scan .
Video of scanning with Paint
The following video demonstrates how to scan with Paint in Windows 7.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
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.
Follow these steps to check the cable connections and the status of the product.
Step one: Check the cable connections
  1. Make sure that the product is turned on and is not in an error state. If you are unsure, turn the product off and then back on again.
  2. Make sure that the USB cable is connected to the product and the computer securely.
Step two: Print a network configuration page
  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 three: Ping the All-in-One
  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 product, including the periods.
  4. Press Enter .
    • If the computer connects with the product, continue to the next step.
    • If the computer fails to connect with the product, skip to the next solution.
Step four: Open HP Solution Center
On the Windows taskbar, click the Windows icon ( ), click All Programs , click HP , and then click HP Solution Center .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
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 8: 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
  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.
Follow these steps to delete the port from Print Server Properties, add a device, and open HP Solution Center again.
Step one: Delete the port from Print Server Properties
  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 two: Add a device
Select one of the following options to add a device. If you do not have the product software CD, select option two.
  1. Insert the product software CD in the CD drive of the computer. If the software CD is already in the CD drive, remove the CD and reinsert it.
    If the software installation does not start automatically, follow these steps:
    On the Windows taskbar, click the Windows icon ( ).
    In the Search programs and files box, type D:\setup.exe , where 'D ' is the letter of the CD drive.
  2. When the Uninstall the software or add a device window opens, click Add a device .
  3. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
  1. Bookmark this page or make note of the steps in this procedure, and then click here to download the software for your HP product . The Get Software and Drivers window opens.
  2. Type your product number, and then click Next to continue. The Select your operating system window opens.
  3. Click your computer operating system. The Select software and drivers window opens.
  4. In the Driver section, click Full Feature Software and Drivers .
  5. Follow the on-screen instructions to download and install the software.
  6. When the Uninstall the software or add a device window opens, click Add a device .
  7. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
Step three: 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 .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to unblock all HP programs in the third-party firewall and to add a device.
Step one: Configure the firewall to allow a connection with the All-in-One
NOTE:Consider bookmarking this page on your Web browser so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your product. 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 HP product.
    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 of the notification area.
    Image of the 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 two: Add a device
After configuring the firewall, choose one of the following options to add a device. If you do not have the product software CD, choose option two.
  1. Insert the product software CD in the CD drive of the computer. If the software CD is already in the CD drive, remove the CD and reinsert it.
    If the software installation does not start automatically, follow these steps:
    On the Windows taskbar, click the Windows icon ( ).
    In the Search programs and files box, type D:\setup.exe , where 'D ' is the letter of the CD drive.
  2. When the Uninstall the software or add a device window opens, click Add a device .
  3. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
  1. Bookmark this page or make note of the steps in this procedure, and then click here to download the software for your HP product . The Get Software and Drivers window opens.
  2. Type your product number, and then click Next to continue. The Select your operating system window opens.
  3. Click your computer operating system. The Select software and drivers window opens.
  4. In the Driver section, click Full Feature Software and Drivers .
  5. Follow the on-screen instructions to download and install the software.
  6. When the Uninstall the software or add a device window opens, click Add a device .
  7. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
Step three: 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 .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to uninstall and then reinstall the HP software.
Step one: Uninstall the software completely
  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 two: 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 three: Clear temporary files and folders using the Disk Cleanup utility
Follow these steps to clear temporary files and folders.
  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 Web Pages
    • Files in the Recycle Bin
    • Files created by other Windows tools
      NOTE:You do not have to remove all files and components, but unless you have a specific reason for retaining them, it is generally advisable to remove them.
  3. After you select the components to remove, click OK to open the utility.
Step four: 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 five: Remove registry keys
Follow these steps to remove registry keys.
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 six: Reinstall the HP software
Choose one of the following options to install the software. If you do not have the product software CD, choose option two.
  1. If the product software CD is still in the computer CD drive, remove the CD, and then reinsert it in the CD drive. The software installation starts automatically.
    If the software installation does not start automatically, follow these steps:
    On the Windows taskbar, click the Windows icon ( ).
    In the Search programs and files box, type D:\setup.exe , where 'D ' is the letter of the CD drive.
  2. Follow the on-screen instructions to complete the software installation.
  1. Disconnect the USB cable from both the product and the computer (if you already connected it).
  2. Turn the product on.
  3. Browse to the Select Software and Drivers page: Get Software and Drivers
  4. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions:
      If prompted to enter your product in the window .
      1. Type your product number in the window.
      2. Click Next . If necessary click your model in a list of similar products.
      3. Click Software and Driver Downloads .
      4. Click the drop-down arrow ( ), and then click your operating system.
      5. Click Next , and then continue to the next step.
    • If prompted to select your operating system .
      1. Click the drop-down arrow ( ), and then click your operating system.
      2. Click Next .
      3. Continue to the next step.
  5. Click the Plus sign ( ) next to Driver , and then click Full Feature Software and Driver .
  6. Read through the minimum system requirements and additional instructions. You can also click View directions ( ) for complete download instructions.
  7. Click Download . This option allows you to install the software at any time after the download completes.
  8. Click Save , browse to your save location, and then click Save again.
    The software downloads to your computer.
  9. 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 .
  10. Follow the on-screen instructions to install the product software.
Step seven: Add a device
Choose one of the following options to add a device. If you do not have the product software CD, choose option two.
  1. Insert the product software CD in the CD drive of the computer. If the software CD is already in the CD drive, remove the CD and reinsert it.
    If the software installation does not start automatically, follow these steps:
    On the Windows taskbar, click the Windows icon ( ).
    In the Search programs and files box, type D:\setup.exe , where 'D ' is the letter of the CD drive.
  2. When the Uninstall the software or add a device window opens, click Add a device .
  3. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
    1. Disconnect the USB cable from both the product and the computer (if you already connected it).
    2. Turn the product on.
    3. Browse to the Select Software and Drivers page: Get Software and Drivers
    4. Check the instructions on the page, and then click the Plus sign (+) next to the correct heading for additional instructions:
        If prompted to enter your product in the window .
        1. Type your product number in the window.
        2. Click Next . If necessary click your model in a list of similar products.
        3. Click Software and Driver Downloads .
        4. Click the drop-down arrow ( ), and then click your operating system.
        5. Click Next , and then continue to the next step.
      • If prompted to select your operating system .
        1. Click the drop-down arrow ( ), and then click your operating system.
        2. Click Next .
        3. Continue to the next step.
    5. Click the Plus sign ( ) next to Driver, and then click the Full Feature Software and Drivers .
    6. Read through the minimum system requirements and additional instructions. You can also click View directions ( ) for complete download instructions.
    7. Click Download . This option allows you to install the software at any time after the download completes.
    8. Click Save , browse to your save location, and then click Save again.
      The software downloads to your computer.
    9. 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 .
    10. Follow the on-screen instructions to install the product software.
    11. When the Uninstall the software or add a device window opens, click Add a device .
    12. Select Network when prompted for type of connection, and then follow the remaining on-screen instructions to complete the process.
Step eight: 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 Step nine: Open HP Solution Center again.
  4. To disable some startup services, click the Sevices 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 nine: Open HP Solution Center again
On the Windows taskbar, click the Windows icon ( ), click All Programs , click HP , and then click HP Solution Center .
The issue can be caused by the following conditions:
  • The product was not connected during software installation
  • There is no product icon in the Printer folder
  • The Digital Imaging Monitor is not running
  • The HP PML driver is not running
  • Preloaded software or another version of the HP software is already installed
  • Device discovery fails during installation
  • Security or firewall settings prevent communication with the product
If your product supports scanning and you need to scan, you can try scanning without HP imaging software. Windows 7 provides a basic set of scanning drivers, also referred to as Windows Image Acquisition (WIA) drivers, which you can use as an alternative to scan a document when you cannot scan using the HP drivers.
Use one of the following methods to scan a document.
To scan a document using Windows Live Photo Gallery in Windows7, follow these steps:
  1. Click the Windows icon ( ), click All Programs , and then click Windows Live Photo Gallery .
    NOTE:If Windows Live Photo Gallery does not appear in the list of programs, you can go to the Microsoft Web site to download it, or try the next method.
  2. Click File , and then click Import From Camera or Scanner .
  3. Click the product you are using to scan, and then click Import .
  4. Make any desired setting changes, and then click Scan .
Video of scanning with Windows Live Photo Gallery
The following video demonstrates how to scan with Windows Live Photo Gallery in Windows 7.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
To scan a document using Paint in Windows7, follow these steps:
  1. Click the Windows icon ( ), click All Programs , click Accessories , and then click Paint .
  2. Click the Paint button ( ), and then click From Camera or Scanner .
  3. Make any desired setting changes, and then click Scan .
Video of scanning with Paint
The following video demonstrates how to scan with Paint in Windows 7.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Click or tap the Plus sign ( ) next to your connection type, and then follow the solutions in the order presented to resolve the issue.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
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.
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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to make sure that the printer displays in the Printers folder on the computer.
Step one: Open the Printers folder and look for the printer icon
  1. Right-click or tap and hold the bottom left corner of the screen, click or tap Search , and then click or tap Settings .
  2. Type Devices and Printers in the Search box, and then click or tap 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 two: Uninstall the software
  1. Disconnect the USB cable from the rear of the printer (if it is connected).
  2. Press the Power button to turn on the printer.
  3. Right-click or tap and hold the bottom left corner of the screen, and then click or tap Programs and Features . A list of currently installed programs opens.
  4. Click or tap your HP printer's name, and then click or tap Uninstall .
  5. Follow the on-screen instructions to uninstall the software.
    What if an error message displays during the uninstall?
    If an error message displays while you are uninstalling the software, follow these steps.
    1. Click or tap OK to close the error message.
    2. Click or tap the bottom left corner of the screen to switch to the Start screen.
    3. Move the mouse or tap the top or bottom right-hand corner of the screen to open the Charms Bar .
    4. Click or tap Settings .
    5. Click or tap Tiles .
    6. Move the slider bar under Show administrative tools to Yes .
    7. Click or tap the bottom left corner of the screen to switch to the Start screen, and then click or tap the Print Management tile.
    8. Double-click or double-tap All Printers .
    9. Find every instance of the printer you are trying to uninstall, right-click or tap and hold the name, and then click or tap Delete .
    10. Close the Print Management window, return to Programs and Features , and then continue uninstalling the remaining printer software.
Step three: Reinstall the product software
Click the installation method you want to use, and then follow the instructions to reinstall the printer software.
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.
NOTE:The HP Printer Install Wizard is not available for all printers, and is available only for the Windows 7 and Windows 8 operating systems.
Follow these steps to install and run the HP Printer Install Wizard.
Link to toolFile size
HP Printer Install Wizard > 1MB
  1. Click or tap the link to the HP Printer Install Wizard.
  2. Make sure that your computer meets the system requirements, and then click or tap Download .
  3. Click or tap Run in the Notification bar to download the software.
  4. Click or tap Yes in the User Account Control window. The wizard opens automatically.
    NOTE:For more information about the HP Printer Install Wizard, you can review a complete summary of its functions and capabilities.
    Learn more!

    Using the HP Printer Install Wizard
Follow these steps to download and install the software for your printer from the HP website.
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, click or tap here to play the video on YouTube .
Step one: Download the software
  1. Disconnect the USB cable from both the printer and the computer (if you already connected it).
  2. Turn the printer on.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers .
  4. Check the instructions on the page, and then click or tap the Plus sign ( ) next to the correct heading for additional instructions:
      If prompted to enter your printer in the window
      1. Type your printer model in the window.
      2. Click or tap Next . If necessary, select your model in a list of similar printers.
      3. Click or tap Software and Driver Downloads .
      4. Click or tap the drop-down arrow ( ), and then click or tap your operating system.
      5. Click or tap Next , and then continue to the next step
      If prompted to select your operating system
      1. Click or tap the drop-down arrow ( ), and then click or tap your operating system.
      2. Click or tap Next , and then continue to the next step.
  5. Click the Plus sign ( ) next to Driver , and then click or tap the Full Feature Software and Driver option.
    NOTE:A Full Feature driver is not available for some printers.
  6. Read through the minimum system requirements and additional instructions. You can also click or tap View directions ( ) for complete download instructions.
  7. Click or tap Download .
  8. Click or tap Save in the Notification bar to download the software.
    NOTE:The software file automatically saves to the Downloads folder on your computer. If you want to install it at a later time, right-click or tap and hold the bottom left corner of the screen, click or tap File Explorer , and then click or tap Downloads to access the file.
Step two: Reinstall the software
  1. When the download completes, click or tap Run in the Notification bar.
    NOTE:If you closed the Notification bar after the download completed, right-click or tap and hold the bottom left corner of the screen, click or tap File Explorer , and then click or tap Downloads . Find the name of the HP software file, and then double-click or double-tap the file.
  2. Click or tap Yes in the User Account Control window, and then wait while the installer extracts the files.
  3. When the Install Wizard starts, follow the on-screen instructions to complete the installation.
NOTE:If you decide to perform a Custom installation, make sure that you install the HP Imaging Device Functions to ensure full functionality.
Step four: Try to open HP Solution Center
  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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to make sure that the HP Digital Imaging Monitor (DIM) is running.
Important : 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 solution to uninstall and reinstall the product 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 10: 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to make sure that the Pml Driver HPZ12 is running.
  1. Right-click or touch and hold the bottom left corner of the screen, and then click or tap Search .
  2. Click or tap Apps , and then type Services in the Search box.
  3. Click or tap Services .
  4. In the Services window, look for Pml Driver HPZ12 under the Name column.
  5. 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.
  6. Double-click or double-tap Pml Driver HPZ12 . The Pml Driver HPZ12 Properties window opens.
  7. Under Service Status , click or tap Start , and then click or tap OK .
  8. Restart the computer.
      How to restart the computer
      1. Move the mouse cursor or tap and hold the top right corner or bottom right corner of the screen to open the Charms Bar.
      2. Click or tap Settings .
      3. Click or tap Power , and then click or tap Restart .
  9. When the computer restarts, right-click or tap and hold the bottom left corner of the screen, and then click or tap Task Manager .
  10. 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to completely uninstall and then reinstall the HP software.
Step one: Uninstall the product software
  1. Disconnect the USB cable from the rear of the printer (if it is connected).
  2. Press the Power button to turn on the printer.
  3. Right-click or tap and hold the bottom left corner of the screen, and then click or tap Programs and Features . A list of currently installed programs opens.
  4. Click or tap your HP printer's name, and then click or tap Uninstall .
  5. Follow the on-screen instructions to uninstall the software.
    What if an error message displays during the uninstall?
    If an error message displays while you are uninstalling the software, follow these steps.
    1. Click or tap OK to close the error message.
    2. Click or tap the bottom left corner of the screen to switch to the Start screen.
    3. Move the mouse or tap the top or bottom right-hand corner of the screen to open the Charms Bar .
    4. Click or tap Settings .
    5. Click or tap Tiles .
    6. Move the slider bar under Show administrative tools to Yes .
    7. Click or tap the bottom left corner of the screen to switch to the Start screen, and then click or tap the Print Management tile.
    8. Double-click or double-tap All Printers .
    9. Find every instance of the printer you are trying to uninstall, right-click or tap and hold the name, and then click or tap Delete .
    10. Close the Print Management window, return to Programs and Features , and then continue uninstalling the remaining printer software.
Step two: Reinstall the product software
Click the installation method you want to use, and then follow the instructions to reinstall the printer software.
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.
NOTE:The HP Printer Install Wizard is not available for all printers, and is available only for the Windows 7 and Windows 8 operating systems.
Follow these steps to install and run the HP Printer Install Wizard.
Link to toolFile size
HP Printer Install Wizard > 1MB
  1. Click or tap the link to the HP Printer Install Wizard.
  2. Make sure that your computer meets the system requirements, and then click or tap Download .
  3. Click or tap Run in the Notification bar to download the software.
  4. Click or tap Yes in the User Account Control window. The wizard opens automatically.
    NOTE:For more information about the HP Printer Install Wizard, you can review a complete summary of its functions and capabilities.
    Learn more!

    Using the HP Printer Install Wizard
Follow these steps to download and install the software for your printer from the HP website.
Step one: Download the software
  1. Disconnect the USB cable from both the printer and the computer (if you already connected it).
  2. Turn the printer on.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers .
  4. Check the instructions on the page, and then click or tap the Plus sign ( ) next to the correct heading for additional instructions:
      If prompted to enter your printer in the window
      1. Type your printer model in the window.
      2. Click or tap Next . If necessary, select your model in a list of similar printers.
      3. Click or tap Software and Driver Downloads .
      4. Click or tap the drop-down arrow ( ), and then click or tap your operating system.
      5. Click or tap Next , and then continue to the next step
      If prompted to select your operating system
      1. Click or tap the drop-down arrow ( ), and then click or tap your operating system.
      2. Click or tap Next , and then continue to the next step.
  5. Click the Plus sign ( ) next to Driver , and then click or tap the Full Feature Software and Driver option.
    NOTE:A Full Feature driver is not available for some printers.
  6. Read through the minimum system requirements and additional instructions. You can also click or tap View directions ( ) for complete download instructions.
  7. Click or tap Download .
  8. Click or tap Save in the Notification bar to download the software.
    NOTE:The software file automatically saves to the Downloads folder on your computer. If you want to install it at a later time, right-click or tap and hold the bottom left corner of the screen, click or tap File Explorer , and then click or tap Downloads to access the file.
Step two: Reinstall the software
  1. When the download completes, click or tap Run in the Notification bar.
    NOTE:If you closed the Notification bar after the download completed, right-click or tap and hold the bottom left corner of the screen, click or tap File Explorer , and then click or tap Downloads . Find the name of the HP software file, and then double-click or double-tap the file.
  2. Click or tap Yes in the User Account Control window, and then wait while the installer extracts the files.
  3. When the Install Wizard starts, follow the on-screen instructions to complete the installation.
NOTE:If you elect to perform a Custom installation, make sure that you install the HP Imaging Device Functions to ensure full functionality.
Step three: Try to open HP Solution Center
  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.
If your printer supports scanning and you need to scan, you can try scanning without HP imaging software. Windows 8 provides a basic set of scanning drivers, also referred to as Windows Image Acquisition (WIA) drivers, which can act as an alternative for scanning a document when you cannot scan using the HP drivers.
Use one of the following methods to scan a document.
Follow these instructions to scan a document using Windows Fax and Scan
Video of scanning with Windows Fax and Scan
The following video demonstrates how to scan in Windows 8 with Windows Fax and Scan.
If you have trouble viewing the video or to view the video in a different size, click or tap here to play the video on YouTube .
  1. Place the item that you want to scan on the scanner glass, or load it into the automatic document feeder (ADF) if your printer has one.
  2. Right-click or touch and hold the lower left corner of the screen, and then click or tap Search from the menu.
  3. Click or tap Apps ( ) if it is not already selected.
  4. Type Fax and Scan in the search box.
  5. Click or tap Windows Fax and Scan in the results.
  6. Click or tap New Scan , and then click or tap Scan .
To scan a document using Paint in Windows 8, follow these steps:
Video of scanning with Paint
The following video demonstrates how to scan in Windows 8 with Paint.
If you have trouble viewing the video or to view the video in a different size, click or tap here to play the video on YouTube .
  1. Place the item that you want to scan on the scanner glass, or load it into the automatic document feeder (ADF) if your printer has one.
  2. Right-click or touch and hold the lower left corner of the screen, and then click or tap Search from the menu.
  3. Click or tap Apps ( ) if it is not already selected.
  4. Type Paint in the search box.
  5. Click or tap Paint in the results.
  6. Click or tap File , and then click or tap From scanner or camera .
  7. Select your printer, click or tap OK , and then click or tap Scan .
Video of importing and viewing images on a memory card
The following video demonstrates how to import and view images on a memory card in Windows 8 from your printer's memory card slot.
If you have trouble viewing the video or to view the video in a different size, click or tap here to play the video on YouTube .
  1. Insert the card into the appropriate memory card slot on the printer.
    NOTE:If the card is already inserted, remove and then reinsert it.
    • If the Choose what to do with memory cards window opens , click or tap one of the options, and then follow the instructions to access your files or images.
    • If the Choose what to do with memory cards window does not open , use the following steps to access your files or images with File Explorer.
  2. Right-click or tap and hold the lower left corner of the screen, and then click or tap File Explorer from the menu.
  3. Click or tap the drive letter that corresponds to the memory card slot on the printer to access your files or images.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
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.
Follow these steps to make sure that your computer is connected to your home network.
Step one: Check the connection
Select your network type, and then follow the instructions to make sure that your computer is connected to your network.
  1. Right-click or tap and hold the lower left corner of the computer screen to open the menu, and then click or tap Desktop to open the Desktop.
  2. Click or tap the Wireless icon in the notification area near the clock.
    Figure 11: 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. Tap the airplane icon, slide the Airplane mode slider to Off , and then connect to your wireless network.
      Figure 12: 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.
  3. Try to scan.
  1. Right-click or tap and hold the lower left corner of the computer screen to open the menu, and then click or tap Desktop to open the Desktop.
  2. Click or tap the Wired icon in the notification area near the clock.
    Figure 13: Wired icon in the notification area
    Image: Wired icon in the notification area
    If the network is connected , continue to the next step.
    If the network is not connected , check the Ethernet cable from the computer to your router or modem, and confirm that your network is working properly before continuing to the next step.
  3. Try to scan.
Step two: Print a network configuration page
  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.
Step three: Ping the All-in-One
  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 four: Try to open HP Solution Center
  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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Important : 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 solution to uninstall and reinstall the product 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 14: 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these instructions to make sure that the PML driver HPZPML is running.
  1. Right-click or touch and hold the bottom left corner of the screen, and then click or tap Search .
  2. Click or tap Apps , and then type Services in the Search box.
  3. Click or tap Services .
  4. In the Services window, look for Pml Driver HPZ12 under the Name column.
  5. 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.
  6. Double-click or double-tap Pml Driver HPZ12 . The Pml Driver HPZ12 Properties window opens.
  7. Under Service Status , click or tap Start , and then click or tap OK .
  8. Restart the computer.
      How to restart the computer
      1. Move the mouse cursor or tap and hold the top right corner or bottom right corner of the screen to open the Charms Bar.
      2. Click or tap Settings .
      3. Click or tap Power , and then click or tap Restart .
  9. When the computer restarts, right-click or tap and hold the bottom left corner of the screen, and then click or tap Task Manager .
  10. 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to unblock all HP programs in the third-party firewall, and then add a device.
Step one: Configure the firewall to allow a connection with the All-in-One
NOTE:Consider bookmarking this page on your Web browser so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your product. 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 HP product.
    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 15: Examples of the notification area on the computer
    Image of the notification area.
    Image of the 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 two: Add a device from the HP website
After configuring the firewall, add the printer from the HP website.
  1. Bookmark this page or make a note of the steps in this procedure, and then click or tap here to download the software for your HP printer . The Get Software and Drivers window opens.
  2. Type your printer number, and then click or tap Next to continue. The Select your operating system window opens.
  3. Click or tap your computer operating system. The Select software and drivers window opens.
  4. In the Driver section, click or tap Full Feature Software and Drivers .
  5. Follow the on-screen instructions to download and install the software.
  6. When the Uninstall the software or add a device window opens, click or tap Add a device .
  7. Click or tap Network when prompted for your type of connection, and then follow the remaining on-screen instructions to complete the process.
Step three: Try to open HP Solution Center
  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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to uninstall and then reinstall the HP software.
Step one: Uninstall the product software
NOTE:Do not disconnect the printer from the network to uninstall the software.
  1. Right-click or tap and hold the bottom left corner of the screen, and then click or tap Programs and Features . A list of currently installed programs opens.
  2. Click or tap your HP printer's name, and then click or tap Uninstall .
  3. Follow the on-screen instructions to uninstall the software.
    What if an error message displays during the uninstall?
    If an error message displays while you are uninstalling the software, follow these steps.
    1. Click or tap OK to close the error message.
    2. Click or tap the bottom left corner of the screen to switch to the Start screen.
    3. Move the mouse or tap the top or bottom right-hand corner of the screen to open the Charms Bar .
    4. Click or tap Settings .
    5. Click or tap Tiles .
    6. Move the slider bar under Show administrative tools to Yes .
    7. Click or tap the bottom left corner of the screen to switch to the Start screen, and then click or tap Print Management .
    8. Click or tap All Printers .
    9. Find every instance of the printer you are trying to uninstall, right-click or tap and hold the name, and then click or tap Delete .
    10. Close Print Management , return to Programs and Features , and then continue uninstalling the remaining printer software.
Step two: Turn off 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 or tap and hold the bottom left corner of the screen.
  2. Click or tap Run .
  3. Type msconfig in the Run window, and then press Enter on the keyboard.
    If the User Account Control window opens with the message Windows needs your permission to continue , click or tap Continue to close the window.
  4. In the System Configuration window, click or tap the radio button next to Selective Startup , and then click or tap the box next to Load startup items to remove the checkmark.
  5. Click or tap the Services tab, click or tap the Hide all Microsoft services checkbox, and then click or tap Disable All .
  6. Click or tap Apply , and then click or tap OK .
  7. When prompted to restart the computer, click or tap Restart .
Step three: Clear temporary files and folders using the Disk Cleanup utility
Follow these steps to clear temporary files and folders.
  1. Right-click or tap and hold the bottom left corner of the screen.
  2. Click or tap Search , and then click or tap Settings . The Settings search window opens.
  3. Type Disk Cleanup in the Settings search window.
  4. Click or tap Free up disk space by deleting unnecessary files .
  5. Select the drive containing the operating system and click or tap OK .
  6. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  7. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deletes temporary Internet files
    • Deletes downloaded program files
    • Empties the Recycle Bin
    • Deletes files from the Temporary folder
    • Deletes files created by other Windows tools
    • Removes optional Windows components that are not used
  8. After you select the components that you want to remove, click or tap OK .
Step four: Reinstall the product software
Click the installation method you want to use, and then follow the instructions to reinstall the printer software.
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.
NOTE:The HP Printer Install Wizard is not available for all printers, and is available only for the Windows 7 and Windows 8 operating systems.
Follow these steps to install and run the HP Printer Install Wizard.
Link to toolFile size
HP Printer Install Wizard > 1MB
  1. Click or tap the link to the HP Printer Install Wizard.
  2. Make sure that your computer meets the system requirements, and then click or tap Download .
  3. Click or tap Run in the Notification bar to download the software.
  4. Click or tap Yes in the User Account Control window. The wizard opens automatically.
    NOTE:For more information about the HP Printer Install Wizard, you can review a complete summary of its functions and capabilities.
    Learn more!

    Using the HP Printer Install Wizard
Follow these steps to download and install the software for your printer from the HP website.
  1. Disconnect the USB cable or the Ethernet cable from the printer, depending on your connection type.
    NOTE:If the printer connects to the network wirelessly, you can leave it connected during the installation.
  2. Turn the printer on.
  3. Browse to the Get Software and Drivers page: Get Software and Drivers .
  4. Check the instructions on the page, and then click or tap the Plus sign ( ) next to the correct heading for additional instructions:
      If prompted to enter your printer in the window
      1. Type your printer model in the window.
      2. Click or tap Next . If necessary click or tap your model in a list of similar printers.
      3. Click or tap Software and Driver Downloads .
      4. Click or tap the drop-down arrow ( ), and then click or tap your operating system.
      5. Click or tap Next , and then continue to the next step.
      If prompted to select your operating system
      1. Click or tap the drop-down arrow ( ), and then click or tap your operating system.
      2. Click or tap Next , and then continue to the next step.
  5. Click or tap Driver , and then click or tap the driver that you want to download.
  6. Read through the description, details, and specifications. You can also click or tap View directions for complete download instructions.
  7. Click or tap Download .
  8. Click or tap Save in the Notification bar to download the software.
    NOTE:The software file automatically saves to the Downloads folder on your computer. If you want to install it at a later time, right-click or tap and hold the bottom left corner of the screen, click or tap File Explorer , and then click or tap Downloads to access the file.
  9. When the download completes, click or tap Run in the Notification bar.
  10. Click or tap Yes in the User Account Control window, and then wait while the installer extracts the files.
  11. In the software installer window, follow the instructions to complete the installation.
NOTE:If you decide to perform a Custom installation, make sure that you install the HP Imaging Device Functions to ensure full functionality.
Step five: Re-enable Startup Services and items
  1. Right-click or tap and hold the lower left corner of the computer screen.
  2. Click or tap Run .
  3. Type msconfig in the Run window, and then press Enter on the keyboard.
    If the User Account Control window opens with the message Windows needs your permission to continue , click or tap Continue to close the window.
  4. In the System Configuration window, click or tap the radio button beside Normal Startup .
  5. Click or tap Apply , and then click or tap OK .
  6. When prompted to restart the computer, click or tap Restart .
Step six: Try to open HP Solution Center
  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.
If your printer supports scanning and you need to scan, you can try scanning without HP imaging software. Windows 8 provides a basic set of scanning drivers, also referred to as Windows Image Acquisition (WIA) drivers, which can act as an alternative for scanning a document when you cannot scan using the HP drivers.
Use one of the following methods to scan a document.
Follow these instructions to scan a document using Windows Fax and Scan.
Video of scanning with Windows Fax and Scan
The following video demonstrates how to scan in Windows 8 with Windows Fax and Scan.
If you have trouble viewing the video or to view the video in a different size, click or tap here to play the video on YouTube .
  1. Place the item that you want to scan on the scanner glass, or load it into the automatic document feeder (ADF) if your printer has one.
  2. Right-click or touch and hold the lower left corner of the screen, and then click or tap Search from the menu.
  3. Click or tap Apps ( ) if it is not already selected.
  4. Type Fax and Scan in the search box.
  5. Click or tap Windows Fax and Scan in the results.
  6. Click or tap New Scan , and then click or tap Scan .
Follow these instructions to scan a document using the Embedded Web Server.
Video of scanning with the Embedded Web Server
The following video demonstrates how to scan over a network in Windows 8 using the printer's Embedded Web Server (EWS).
If you have trouble viewing the video or to view the video in a different size, click or tap here to play the video on YouTube .
  1. Place the item that you want to scan on the scanner glass, or load it into the automatic document feeder (ADF) if your printer has one.
  2. Obtain the printer's IP address. Consult the documentation that came with your printer for steps to locate the IP address from the printer control panel, or print a network configuration report.
  3. From the Desktop, open an Internet browser such as Internet Explorer.
  4. In the browser address box, type the IP address for the printer, and then press Enter . The EWS opens.
    Figure 17: Example of the printer IP address in the browser address box
    Image: Example of the printer IP address in the browser address box
    NOTE:Make sure that pop-up windows are not blocked in the browser. If pop-up windows are blocked, a message under the address line explains how to allow pop-up windows. If you try to scan with pop-up windows blocked, the scan fails.
  5. In the EWS, click or tap the Information tab, and then under Applications , select Webscan .
  6. Select the Image type for the item you are scanning.
    NOTE:Select Text as your image type if you are only scanning a document. If you scan a photo as text, it might result in a poor quality scan.
  7. Click or tap Scan . The scanned item displays in the window.
  8. Right-click or touch and hold the scanned item, click or tap Save Picture as , and then select the destination and type a file name.
  9. Click or tap Save .
To scan a document using Paint in Windows7, follow these steps.
Video of scanning with Paint
The following video demonstrates how to scan in Windows 8 with Paint.
If you have trouble viewing the video or to view the video in a different size, click or tap here to play the video on YouTube .
  1. Place the item that you want to scan on the scanner glass, or load it into the automatic document feeder (ADF) if your printer has one.
  2. Right-click or touch and hold the lower left corner of the screen, and then click or tap Search from the menu.
  3. Click or tap Apps ( ) if it is not already selected.
  4. Type Paint in the search box.
  5. Click or tap Paint in the results.
  6. Click or tap File , and then click or tap From scanner or camera .
  7. Select your printer, click or tap OK , and then click or tap Scan .
Video of importing and viewing images on a memory card
The following video demonstrates how to import and view images on a memory card in Windows 8 from your printer's memory card slot.
If you have trouble viewing the video or to view the video in a different size, click or tap here to play the video on YouTube .
Step one: Map the network drive
  1. Insert the card into the appropriate memory card slot on the printer.
    NOTE:If the card is already inserted, remove and then reinsert it.
  2. Obtain the printer Host name by printing a network configuration report. Check the documentation that came with your printer for steps to print a network configuration report.
  3. Right-click or touch and hold the lower left corner of the screen, and then click or tap File Explorer from the menu.
  4. Right-click or touch and hold Network , and then click or tap Map network drive .
  5. From the Drive drop-down list, select an available drive letter.
  6. Find the Host name from the network configuration report. In the Folder text box, type \\<host name>\Memory_Card , where <host name> matches the Host name on the network configuration report.
    NOTE:Do not use the Browse feature or the mapping might fail.
  7. Check the box next to Reconnect at sign-in if it is not checked already.
  8. Click or tap Finish .
Step two: Access the files from the memory card
NOTE:The printer must be turned on and connected to the network to access the files on the memory card.
  1. Right-click or touch and hold the lower left corner of the screen, and then click or tap File Explorer from the menu.
  2. Double-click or double-tap the letter and host name of the card reader on the printer to access your files or images.

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