The other day I upgraded my laptop from Windows Vista (which was working just fine) to Windows 7, the latest operating system from Microsoft. And it all went very smoothly, everything works perfectly, except my Hewlett Packard all-in-one printer/fax/scanner/copier.
For some reason it didn’t make the transition too well. Suddenly the HP and the laptop weren’t communicating.
So I spent some time on the HP site searching for a solution.
And oddly enough, there was no official HP solution to be found, but I did find a bunch suggestions in the HP user forums. I tried a few and none worked so I wrote to HP tech support.
They responded promptly & pleasantly with simple, detailed instructions; download this patch – uninstall that software, download this other software and install it, restart and you’ll be on your way.
Cool.
After doing that for about 3 hours it still didn’t work. Not so cool.
So I emailed the HP tech guy again to let him know. He got back to me right away, apologized that his first solution didn’t work and cheerfully suggested that I take the following steps to resolve the issue. And, as far as I could tell, he did so with a straight face.
Get this.
Hello John,
Thank you for writing back to us and providing us an opportunity to serve you again in this matter.
I appreciate your efforts that you have performed in troubleshooting the issue. I regret to note that the issue remains unresolved even after performing the recommended steps. I apologize for the inconvenience caused.
Solution
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To resolve the issue please follow the steps listed below:
Step 1: Uninstall the All-in-One software.
Step 2: Disable the firewalls and antivirus.
Step 3: Clear the temporary files.
Step 4: Turn off the 'terminate and stay resident' programs.
Step 5: Install the All-in-One software.
Here are the steps in detail:
Step 1: Uninstall the All-in-One software
===================================
Please uninstall the All-in-One software using the below steps:
1. Click Windows Logo à All Programs à Accessories à Run.
2. In Run dialog box, type “%temp%” and press OK.
3. In opened Temp folder, open any folder starting with “7z”.
4. In opened ‘7z” folder, open “Util” folder.
5. Open “CCC” folder.
6. Run “Uninstall_L3.bat” (32-bit) or “Uninstall_L364.bat” (64-bit).
7. Continue with the un-installation wizard.
Restart the computer to make the changes effective.
Step 2: Disable the firewalls and antivirus
==================================
Perform the below steps to disable the firewalls and antivirus which might be blocking the HP installation files which might result in incomplete installation:
To disable the firewall in windows 7, please follow the steps given below:
1. Click the Pearl button (windows) located at the bottom left of the screen, and then on Start Search type "windows firewall" then press [Enter].
2. Under Control Panel, select Windows Firewall.
3. When the Windows Firewall window appears, select Turn Windows Firewall on or off at the side bar.
4. When the Windows Firewall Settings screen appears, select Turn off Windows Firewall then click OK.
5. Click cancel button(x) to exit the Windows Firewall Settings screen.
NOTE: If you need to turn on the Windows Firewall again, you can follow the steps above to come back to the Windows Firewall Settings screen to turn on the Windows Firewall.
To disable the anti virus software, please follow the steps given below:
On the bottom right corner of the screen right click on the icon of your anti virus software and select the option disable.
Step 3: Clear the temporary files
================================
Perform the below steps to use the Disk Cleanup Utility in Windows 7 to clear temporary files to free hard disk space on the computer.
1. Click the Windows icon ( ), click All Programs , click Accessories , click System Tools , and then click Disk Cleanup . The Disk Cleanup Utility window opens.
2. Disk Cleanup Utility analyzes the hard disk, and then displays a report containing a list of optional Files to delete . Click the check boxes next to unnecessary files, and then click OK .
Step 4: Turn off the 'terminate and stay resident' programs
===================================================
Turn off the 'terminate and stay resident' programs:
Perform the steps to temporarily turn off Terminate and Stay Resident (TSR) programs.
Background information: When the computer starts Windows 7, TSR software programs automatically load. TSR programs activate computer utilities, such as antivirus software, but are not required for the computer to function. TSR programs can interfere with product software installation.
1. On the Windows taskbar, click the Windows icon ( ), type msconfig in the Search Programs and Files box, and then press Enter . The User Account Control windows opens.
2. Click Continue . The System Configuration window opens.
3. Click the General tab, and then click Selective Startup check box.
4. If there is a checkmark next to Load Startup items, click the checkmark to remove it.
5. Click the Services tab, and then click Hide All Microsoft Services (at the bottom of the Services tab).
6. Click Disable All , and then click Ok .
7. Click Restart . The computer automatically restarts.
Step 5: Install the All-in-One software
===================================
Install the All-in-One software from the below weblink to avoid any improper installation due to the corrupted All-in-One software CD:
http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-76229-1&lc=en&dlc=en&cc=us&lang=en&os=4063&product=1153491
NOTE: Clicking the link may give an error indicating it is invalid. Please copy from "http" to "1153491" and paste it in the address bar of browser, then press Enter Key.
Installation Instructions
---------------------------
Internet Explorer:
1. Click the Download only button.
2. When a new pop-up window appears, click on the Run button.
Note: Make sure the printer is not connected to the computer before running the file.
Note: Depending on your connection speed, the file will take some time to transfer to your computer.
3. If an ""User Account Control"" pop-up windows appears, click the Continue button.
Note: The file is compressed and may take time to extract and run.
4. Follow the on-screen instructions.
Firefox:
1. Click the Download only button.
2. When a new pop-up window appears, click on the Save File button.
Note: Depending on your connection speed, the file will take some time to transfer to your computer.
3. When the download completes, double-click the most recent file to start the software installation.
Note: Make sure the printer is not connected to the computer before running the file.
4. If an "Open Executable File?" pop-up window appears, click the OK button.
5. I f an "User Account Control"" pop-up windows appears, click the Continue button.
Note: The file is compressed and may take time to extract and run.
6. Follow the on-screen instructions.
Now check the functionality of the All-in-One.
I believe this information will help you to resolve the issue. However, if the issue persists or if you find any difficulty in troubleshooting, please reply to this message with the results. I will be happy to assist you further.
We appreciate you giving us the opportunity to provide you with superior customer service. I wish to take this opportunity to thank you for being one of our most valuable customers.
Have a Nice Day.
Sincerely,
Rodney K
HP Total Care.
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This is just too funny. When I first saw it I thought he was kidding but, no, he was serious. It’s so absurd I roared with laughter.
Screw it, some things are just not worth fixing. On to Epson. Cnet.com says they make some very good all-in-ones that are also Windows 7 compatible. Imagine!
PS- I did write to Mark Hurd, CEO of HP, because I thought he might be interested to know the kind of service advice being dispensed.
We’ll see.
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