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HP G85 Printing problems

HP G85 all-in-one printers are supported under Win2k, but may often experience communication errors.  Typically restarting the HP printer manager will fix the problem.  If you should need to solve a problem with the printer, refer to the following document, reprinted below:  HP KB article

 

HP Officejet G Series - Solving HP Officejet G Series Windows Software Installation Issues
In this document:

 

Introduction

There are many reasons why a software installation may fail. This document deals with resolving some of the more common problems observed. The first step in correcting the issue is to remove the failed installation. There are also several things to check before reinstalling the software.

Uninstalling the failed installation

    Before uninstalling in Windows 2000

    Windows 2000 will not allow many items to be removed from the Windows Registry by default. Certain permissions must be modified to allow for a more complete uninstallation of the software. Do the following to enable the permissions in the Windows registry:

      1. Click Start, then Run.
      2. Type regedt32, and click OK.
      3. Go to the HKEY_CLASSES_ROOT window, and highlight the main branch.
      4. Click Security, and Permissions.
      5. Set the permission for the Everyone entry to Full, and click OK.
      6. Select the HKEY_LOCAL_MACHINE window, and navigate to the System/CurrentControlSet/Enum branch.
      7. Repeat Step 6 for the System/ControlSet001/Enum branch.
      8. Click Security, then Permissions.
      9. Set the permission for the Everyone entry to Full, and click OK.
      1. Click Start and select Programs.
      2. Select the HP Officejet G Series folder and the Uninstall option.
      3. Follow the instruction on the screen to uninstall the drivers. If the uninstaller hangs or causes an error, disconnect the cable to the unit, restart the computer, and continue to Step 4.
      4. Disconnect the HP all-in-one communications cable (parallel or USB) if not already disconnected.
      5. If this has not been done yet, download the forced uninstaller and run the downloaded file.
      6. If the forced uninstaller does not run automatically, open the folder that it was unpacked into and double-click the file Forc_uni. Search the computer for this file if necessary.
      7. Restart the computer.

Before reinstalling the software

There are several things that should be checked or done prior to installing the software that will greatly increase the probability of a successful installation. Do the following before installing HP all-in-one product software:

    1. Check the HP software download site to see if you have the latest HP Officejet G series drivers and/or patches. Click here to visit the product selection Web page and select your product. Select Update software and drivers from the product home page to find the driver files.
    2. For parallel port installations, it is necessary that the computer's parallel port be set to Enhanced Capabilities (ECP) mode prior to software installation for installations using the parallel port (not USB). Verify the parallel port is set to ECP mode. Click here to review BPU08011 - Setting the Parallel Port to ECP Mode and Its Benefits for directions on checking and changing the parallel port setting or contact the computer manufacturer. Bpu08011 also covers some additional parallel port settings that should be set in Windows 2000.
    3. For a USB installation (Windows 98, Me, and 2000 only), click here to review the information in BPU03055 - USB Troubleshooting on a PC Compatible Computer. There are many USB issues that may cause Windows Plug and Play to fail.
    4. Restart the computer prior to installing the software. This will refresh any system resources that may have been lost or shut down over the course of using the computer. When installing on a Windows NT 4.0 or Windows 2000 system, make sure an administrator login is used to log onto the system.
    5. If the Connection type, Parallel or USB, is being changed, turn off the HP Officejet G series, unplug the black power cord from the back of the unit, and then plug it back in. The unit will not recognize the new connection type until this is done.
    6. The HP all-in-one product software uses the languages set in the Windows Control Panel Regional Settings. These settings must match the version of Windows and the language in use (for example, U.S. English in the U.S. or (English) U.K. in the United Kingdom). Verify this setting before installing. Windows programs are different in other regions of the world.
    7. Close any programs that launch at startup such as faxing software and antivirus software. Antivirus software usually places an icon next to the time in the lower right corner of the screen. Right-click this icon to bring up a menu that may allow shutting down or disabling the antivirus software.
    8. Drivers are sometimes loaded during the boot process that will lockup the parallel port: In Windows 95, 98 and ME, simultaneously press CTRL + ALT + DELETE, and End Task on everything but Explorer and SYSTRAY. In Windows NT and 2000, simultaneously press CTRL + ALT + DELETE, select Task Manager, and End Process on everything that Windows allow ending.
    9. Follow the directions exactly on the Setup poster for setting up the hardware. Do not connect the all-in-one to the computer until instructed to do so by the Setup poster.

Installation fails

      1. Write down the name of the file.
      2. Leave the installation running, and click Start, Find (or Search), and Files or Folders.
      3. Enter the name of the file in Step 1 into the Named field. Verify the search will occur on the C:\ drive and that subfolders will be searched.
      4. Click Find Now or Search Now.
      5. The file should appear somewhere in the Windows folder. Write down the path to the file (for instance, C:\Windows\System32\Drivers).
      6. Close the search window, and return to the installation screen.
      7. Use Browse to direct the installer to the location of the file. The installation program should find the file at the location, and continue with the installation.

    Installation program is in a foreign language

    Check the Windows regional language settings. These settings must match the primary language of the region and the version of Windows installed. Windows is slightly different in other areas of the world. Even English U.S. and English U.K. are different. Do the following to check the settings:

      1. Click Start, Settings and Control Panel.
      2. Double-click Regional Settings.
      3. Verify the correct language setting, and click OK.

    USB installation error message that the printer could not be installed

    In this case, the software installs correctly, but the error message, "This printer cannot be installed," appears while Windows Plug and Play is adding the device drivers after the computer is restarted. Do the following to correct this problem:

      1. Click OK to continue past this message.
      2. Open the Printers folder, and check to see that both HP Officejet G series icons are present (printer and fax).
      3. Perform the steps below to add the printer or fax icon manually if one is missing. If both icons are missing, this will not work; perform the instructions in "Uninstall fails (Manual Uninstall)" further below, and try again.
        1. Click Start, Settings, and Printers.
        2. Check to see the all-in-one product printer and fax icons are present. If only one is missing, continue these steps. If both are missing, perform the steps in the section "Uninstall fails (Manual Uninstall)," or if neither or both of the icons are present, try installing the software again.
      4. Double-click Add Printer, and click Next.
      5. Verify Local Printer is selected. Click Next.
      6. Select HP from the manufacturer list.
      7. The HP Officejet G series printer and fax drivers should be listed under Printers since the drivers were just installed (they would not normally be there), probably near the bottom.
      8. Select the missing driver and click Next.
      9. Select Keep Existing Driver and click Next.
      10. Select the DOT4_00[x] HP Officejet G series Printer port (shown in Figure 4).

      Figure 4: The Device Manager screen

      If this port is not an option, close the Add printer wizard, and do the following:

        1. Right-click My Computer
        2. Select Properties.
        3. Select Device Manager.
        4. If any DOT 4 entries present, open the folder DOT4USB, and highlight the HP Officejet G series entry in that folder.
          If no DOT 4 entries are present, uninstall the HP Officejet G series software, and perform the steps in the "Uninstall fails (Manual Uninstall)" section below.
          Then, reinstall the software.
        5. Click Remove
        6. Confirm the deletion.
        7. Repeat Steps C and D for the other two DOT4 entries if they still remain after removing the first item.
        8. Click Refresh. The two items should reappear.
        9. Restart the Add Printer Wizard when they return
        10. Repeat Steps 1 through 14. The DOT4_00[x] should now be an option in the port selection screen.
          If they do not reappear, uninstall the HP Officejet G series software, and perform the steps in "Uninstall fails (Manual Uninstall)" below, then reinstall the software.
      1. Click Next.
      2. If prompted for a file, click Start, Find, and Files and Folders
      3. Type the name of the file to find, and try to find it.
      4. Browse to the location of the file (usually in a Windows folder) in the installer to continue the installation.

      The "Congratulations..." screen should appear after the driver is installed. The installation should complete normally.

    "INS5576 caused an invalid page fault in module (task)"

    In this case, a software program running on the computer has caused a conflict with the HP installation software. This error message is covered in detail in BPU03083 - INS_5576 Error Messages During Installation. See that document for detailed instructions. In brief, the best solution to this error is to rename the task named in the error message unless it is a Windows required task (for example, created by Microsoft [R]), restart, and install the software. Once the software is installed, rename the task its original name.

    The second solution is to install the software in Safe mode (or VGA mode for Windows NT 4.0).

    Software not installed first

    If the software is not installed before the HP all-in-one product is connected to a computer not using Windows NT 4.0, do the following:

      1. Shut down the computer.
      2. Disconnect the HP all-in-one product.
      3. Cancel any "New Hardware Found" messages if they appear (the program does not allow USB installations to cancel Plug and Play). The software can then be loaded for parallel port (not USB) installations.

      At this point, do the following for USB installations:

        1. Right-click My Computer.
        2. Select Properties from the drop-down menu.
        3. Select the Device Manager tab.
        4. Highlight any device in the list with a yellow question mark next to it.
        5. Click Remove.
      1. Close all open windows.
      2. Restart the computer.
      3. Follow the installation directions listed in this document to install the HP all-in-one product software.

    The unit was not connected and turned on prior to restarting the computer

    The unit should be off and disconnected from the computer prior to installing the software. Install the software, connect the unit, and turn it on before restarting the computer. If the HP all-in-one product is not connected and turned on before restarting the computer, follow these steps:

      1. Uninstall the HP all-in-one product software using the uninstall option listed under Start, Programs, and HP Officejet G series.
      2. Restart the computer.
      3. Follow the installation directions listed in this document to install the HP all-in-one product software.

    Congratulations screen does not appear

    If the congratulations screen does not appear after restarting the computer with the software installed and the HP all-in-one product attached, try the following solutions:

      • Uninstall the HP all-in-one product software using the uninstall option listed under Start, Programs and HP Officejet G series. Then, do the following:
        1. Disconnect the HP all-in-one product from the computer.
        2. Restart the computer.
        3. Reinstall the software.
        4. Shut down the computer.
        5. Reconnect the HP all-in-one product.
        6. Restart the computer.
        7. See if the installation will complete.
      • Verify the cable connecting the HP all-in-one product to the computer is securely connected by disconnecting the printer cable at both ends. Parallel port installations should remove any other printer or scanner drivers or software for external drives that use the parallel port to eliminate the possibility of a software conflict. Click here to refer to the document BPU01215 No Bidirectional Parallel Communication Troubleshooting Checklist, for further information.
      • For USB installations, make sure the computer is running under Windows 98 or Windows 2000 (USB installations are not supported under Windows 95 and NT 4.0) and that the USB port is a high-speed (12 MB per second transfer rate) port (consult your computer hardware manufacturer for assistance). See the "USB Windows Plug and Play does not appear" section below for additional information.
      • Refer to the section above "USB installation, error message that the printer could not be added," and check to see if one of the driver icons is missing (if both are missing this will not work) in the Printers folder. Perform the steps listed in that section if that proves to be the case. If this is a parallel port installation, the LPT port should be selected in the ports section instead of the Dot4 port.
      • If the Installation continues to fail, download and run the HP forced uninstall program from the www.oficejet-support.com Web site. Click here to locate this software. Reinstall the software after restarting the computer.

    USB installation, Windows Plug and Play does not appear

    Do the following if the Windows Plug and Play messages do not appear:

      1. Right-click My Computer.
      2. Select Device Manager.
      3. Try the installation again after removing any items found and restarting the computer.
      4. If problems continue there may be a USB communications issue. Click here to refer to bpu03055 - USB Troubleshooting on a Computer for assistance.

    Parallel installation, Windows Plug and Play does not appear

    After installing the software, shutting down the PC, connecting the HP Officejet all-in-one and restarting the PC, the Plug and Play messages do not appear on the screen.
    Remove all installed files, as directed at the beginning of this document and then reinstall the driver.
    If the Plug and Play window still does not come up, after reinstalling the software, connecting the unit and restarting the PC, follow the suggestions below:

    Delete or disable the files "HPAIODEVICE," HEWLETT-PACKARD RECORDER and the HEWLETT-PACKARD AIO REMINDER, if present, from the Startup group.
    In Windows 95 and NT 4.0

      1. Select Start, Find, Files or Folders.
      2. Type in the Named field: HPAIODEVICE. Make sure the Look in field contains all Local hard drives.
      3. Click Find Now.
      4. Right-click the found file in the results list and select Delete from the menu.
      5. Repeat Steps 1 through 3 for HEWLETT-PACKARD RECORDER and the HEWLETT-PACKARD AIO REMINDER.
      6. Switch off the PC, power cycle the unit and start the PC.
      7. After Plug and Play detects and installs the drivers, double-click the recycle bin.
      8. Click the files "HPAIODEVICE," and select Restore from the file menu. Do the same for HEWLETT-PACKARD RECORDER and HEWLETT-PACKARD AIO REMINDER.

      In Windows 98, Me and 2000

        1. Select Start, Programs and Startup.
        2. Right-click the files HPAIODEVICE, HEWLETT-PACKARD RECORDER and the HEWLETT-PACKARD AIO REMINDER one at the time and select Delete from the menu.
        3. Click OK to confirm to send the files to the recycle bin (but do not empty the recycle bin).
        4. Switch off the PC, power cycle the unit and start the PC.
        5. After Plug and Play detects and installs the drivers, double-click the Recycle bin.
        6. Click the files HPAIODEVICE, and select Restore from the file menu. Do the same for HEWLETT-PACKARD RECORDER and HEWLETT-PACKARD AIO REMINDER.

    If the Plug and Play window still does not come up, follow the next steps to install the software via the Add Printer Wizard:

      1. Click Start, Settings and Printers.
      2. Double-click Add Printer. The Add Printer Wizard appears.
      3. Follow the onscreen instructions until the screen with the list of manufacturers and the printer is on the screen.
      4. Click Have Disk. The Install From Disk window appears.
      5. In the Install From Disk window, click Browse. The Open window appears. The right-hand pane shows the drives and folders and the left-hand pane displays the folders in the selected folder. In the File name field on the right-upper hand side is "*.inf" displayed. Only this type of files will be displayed in the pane on the left side.
      6. Look in the Drive field in the Open window for the CD-ROM drive. All the folders of the CD will be displayed in the right-hand pane.
      7. Enter the folders for the operating system installed on your computer and the language of installation. The inf-files in that folder will open in the left-hand pane.
      8. Click HPOID407.INF in the left-hand side pane and click OK.
      9. The Install from Disk window comes back. Click OK to close the window.
      10. Back in the Add Printer Wizard, there are two entries: HP Officejet G series Printer and HP Officejet G series Fax.
      11. Highlight the first entry and click Next. Follow the onscreen directions.
      12. Repeat the step to install the HP Officejet G series Fax as well. When owning an HP Officejet G55 series, there is no need to install this driver, since this model does not come with a fax module.

    System Restore may cause Plug and play to fail in Microsoft(R) Windows Me and XP

    The Windows System Restore feature built into Windows Me and XP can cause issues with plug and play. Try temporarily turning off this feature:

      Windows Me

    Follow the steps below to disable the Windows System Restore Feature in Windows Me.

      1. Remove the all-in-one software if it is installed.
      2. Close all open programs and restart the computer.
      3. Right-click My Computer.
      4. Click Properties from the resulting menu.
      5. Click the Performance tab.
      6. Click File System on the Performance page.
      7. Click the Troubleshooting Tab.
      8. Place a check mark in the Disable System Restore check box.
      9. Click Apply or OK.
      10. A dialog box will appear suggesting to restart the computer. Click OK to restart computer.
      11. Install the all-in-one software following the directions provided with that product and then connect the all-in-one.
      12. After installation is complete and Plug and Play has taken place, restart the computer.
      13. Repeat Steps 3 - 10 to enable System Restore.

      Windows XP

    Use the steps below to disable the Windows System Restore Feature in Windows XP.

      1. Remove the all-in-one software if it is installed.
      2. Close all open programs and restart the computer.
      3. Click Start.
      4. Right-click My Computer.
      5. Click Properties from the resulting menu.
      6. Click the System Restore tab.
      7. Place a check mark in the Turn Off System Restore check box.
      8. Click Apply or OK.
      9. After installation is complete and plug and play has taken place, restart the computer.
      10. Repeat Steps 3 - 9 to enable System Restore.

    Communication errors

    Communication errors are usually due to bad connections or some device driver conflicting with the HP all-in-one product software. Do the following in this case:

Dell Dimension 8200 series with Windows ME (USB connection)

Follow these steps to install an all-in-one connected USB on a Dell Dimension 8200 running Windows ME.

    1. If the software is installed, uninstall the software using the Uninstall option listed in the product folder.

      Owners of the HP Officejet G, K, V and PSC 700 series products should run Uninstaller Utility program after performing the uninstall to remove additional entries from the Windows registry. HP Officejet G series owners should download the latest forced uninstaller. Run the downloaded file to extract the uninstaller and run it. Download the       HP Officejet G series Uninstaller Utility. HP Officejet K, V, and PSC 700 owners should run the Uninstaller included in the Uninstall folder on the software CD-ROM.
    2. Disconnect the USB cable to the all-in-one once the software has been removed.
    3. Click on Start, Programs, Accessories, System Tools, and click System Restore.
    4. Use System Restore to restore Windows to a time just prior to first attempt at loading the HP all-in-one. The computer should be restarted after this process is complete
    5. Right click on My Computer and select Properties.
    6. Click the Device Manager tab.
    7. Locate and click the Universal Serial Bus Controller entry as shown in Figure 2. If the PCI to USB Universal Host Controller is listed as an Intel 82801BA or 82801BAM, do the steps below. If any other controller is listed, contact Dell for HP Customer Care for assistance (see issue not resolved below).

    Figure 2: USB, port controller and root hub

    Changing the Universal Host Controller Driver

    These steps should only be performed if the Universal Host Controller is an Intel 82801 BA or BAM. It may be possible to get communications working by changing the driver for the Universal Host Controller from the Intel 82801 BA/BAM driver to the Intel 82801 AA driver. If the computer operating system is reloaded, it may be necessary to do these steps again. To change the driver:

      1. Double-click the Intel 82801 BA or BAM Universal Host Controller entry to open the Universal Host Controller Properties screen.
      2. Select the Driver tab of the Universal Host Controller Properties.
      3. Select Update Driver and click Next.
      4. Select the second option to Display a list of drivers... and click Next.
      5. Click Show all hardware.
      6. Intel should be selected from the list of manufacturers and select 82801AA USB Host Controller from the models information.
      7. Click Next to continue and follow the directions to complete the installation of the new driver.
      8. Restart the computer by clicking Start, Shutdown, Restart and then OK.
      9. Disable any antivirus software (it can be enabled after loading the all-in-one software) and reload the all-in-one software. The all-in-one should install correctly now. If the installation still does no complete, see the Issue Not resolved section below.

Director screen will not open, or one or more features do not function

These are symptoms of an incomplete or failed installation. Do the following:

    1. Uninstall the software.
    2. Verify the Regional Settings in the Windows Control Panel are set to the correct language.
    3. Follow the instructions in "Before installing the software," then reload the HP all-in-one product software.
    4. If the Director screen still will not appear when the product icon is double-clicked, insert the HP all-in-one CD-ROM in the drive. Cancel the installation screen if it appears. Try double-clicking the icon again. If the Director screen appears, click here to review the information in bpu03097 - Director Software Will Only Launch if the Installation CDROM is in the Drive.

Computer locks up or "blue screens" during reboot, and Plug and Play does not occur

Check the following things:

    • Contact the computer or motherboard manufacturer and check for system and BIOS software updates. Many blue screen issues have been corrected by BIOS upgrades, especially when using Windows 2000.
    • Turn off any automatic antivirus software scanning until after the installation is complete. Make sure the antivirus software will not start up when the computer is restarted following the software installation. The antivirus software can be enabled after the installation is complete and after plug-and-play has occurred. If other troubles develop, check to see if the antivirus software is set to scan All Files rather than Programs. The Antivirus software should be set to scan Programs.

Windows 2000 "Service already in use" error

Windows 2000 requires a unique service name for each device installed. Click here to refer to the document bpu03102 - Service Display Name Is Already In Use Error During a Windows 2000 Installation for further information on correcting this issue.

Messages during installation

The HP all-in-one product software performs a test after installation is complete. Several messages may appear during or after installation. Some of these messages indicate performance enhancements might be available while others indicate critical errors that prevent the HP all-In-one product to operate correctly. A help button is included with each message that explains the message and gives possible solution information. The messages and their meanings are listed below.

    Performance enhancement messages

    • RAM Insufficient
      In this case, the computer has insufficient memory to efficiently support the HP all-in-one product. Because of this, some operations may not function. More memory should be added to the computer for proper operation.
    • Low Hard Drive Space
      In this case, the computer has enough hard drive space to install the software but not enough space to operate the system efficiently. Windows uses some of the hard drive space for such things as storing temporary files, storing files in the Recycle Bin, and for Virtual Memory. When there is less than 100 MB of hard disk space available, the computer may not operate correctly.
    • Insufficient Program Memory
      The install program detected the computer has insufficient resources to operate correctly. Clicking the Help option details several ways to free up the needed resources.
    • CPU Speed Insufficient
      In this case, the installation program detected the computer CPU does not meet the minimum system requirements to support the HP all-in-one product. The software may still operate, but performance will be impaired.
    • Display Mode Insufficient
      In this case, the computer display settings are below the minimum system requirements. Clicking the Help option provides possible solutions to this condition.
    • ECP Mode Not Present
      In this case, the computer parallel port is not set to ECP mode. This greatly affects the scanning speed. Consult your PC manufacturer on setting the parallel port to ECP mode.

    Critical error messages

    • HDD Space Insufficient
      In this case, the computer has insufficient free hard drive space to install the software. Keep in mind that Windows will reserve space on the hard drive, which may not be apparent in a check of hard disk space. Some space (165 MB) must be made available in order to do a minimal installation of the software. Windows will not run correctly if it does not have approximately 100 MB of free hard drive space for its use after the installation is complete.
    • OS Version Not Supported
      In this case, the computer does not have a version of Windows that supports the HP all-in-one product software. Supported operating systems are listed on the HP all-in-one product box and in other documents.
    • LIU Test Failure
      In this case, the HP all-in-one product has a replaceable module that connects to a phone line for faxing. Faxing will not work if this module is not operative. The LIU (Line Interface Unit) may be improperly seated or defective. Click Help for instructions on how to resolve this issue.
    • Port Lock Failure
      In this case, the software has detected another device driver that is accessing the same parallel printer port. The HP all-in-one product will not operate correctly while something else uses the same port. Remove any hardware (printers, scanners, external drives, software keys and so forth) that is connected to the parallel port, and uninstall the associated software using Add/Remove Programs in the Windows Control Panel or by a method approved by the hardware/software manufacturer. If the problem persists, review "No Bidirectional Communication, Troubleshooting Checklist," or contact HP Customer Care for assistance. The document may be found starting from any HP Web site by clicking Search. Type the following into the search field: communication + bidirectional + Officejet + checklist. Look for the document name in the list of results.
    • Conflicting Device Found on Printer Port
      In this case, a device that is known to conflict with the operation of the HP all-in-one product software was found on the printer port. Remove the device and any software associated with it. The specific device name should be listed in the message.