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12/18/2009 Update - Another soul contacted me about his experience and solution
here.
4/26/2008 Update - An e-mail was received by someone else having a similar problem. He solved his issue and
gave me permission to post the resolution
here. Here is how I finally, after months of trying,
finally got my HP Officejet All-In-One printer to install so that the HP Solution Center software finally detected
it again. If you conduct an Internet search to try to find a resolution for why the HP Officejet 6310
All-In-One product (printer, copier, fax) will not be detected by the HP Solution Center software, you will get
hundreds of returns. Like me, most have spent hours dinking with the hardware and software, and talking to utterly
helpless HP customer service representatives whose only option is to read off instruction from their computer
screen. They have no earthly idea what to do. The symptom is that when attempting to install or uninstall
the HP software, the setup program would display an obnoxious message about a newer version of the software
already being installed, and to simply plug the printer into the USB port and let it do its thing. Of course, it
did not work, or there would not be hundreds of stranded people with crippled $170 HP printers out there. In my
case, I had successfully installed everything when I first got the HP Officejet 6310 All-In-One, but then I made
the mistake of re-running the Setup.exe file to try to fix some functional weirdness, and things were never right
again
(until this morning, February 15, 2008, when I finally figured it out). I followed the uninstall procedure
from the Windows Control Panel, but evidently it does not remove all of the necessary Windows registry entries.
Most people seem to have given up - understandably. The printer, scanner, and fax functions were all available
through separate utilities from Windows or third parties, but would not work with the HP-supplied software control
panel (HP Solution Center). Here is what I did to finally get my HP Officejet 6310 All-In-One working.
WARNING:
Deleting the wrong files and/or Windows registry entries can cause your
computer to totally fail, with the result being the need to reinstall affected application or, worst case, doing a
System Restore. Please be very sure of everything you do, and make backups of everything thing that might be in
doubt before proceeding. Absolutely DO perform a Windows Registry backup prior to dinking with it.
Neither RF Cafe nor I assume no responsibility of any sort for any negative results of your actions, but gladly
accept accolades for helping you to finally fix the bugger. Performing any of these actions implies your decision
to hold harmless RF Cafe and/or Kirt Blattenberger. Repeat - You are on your own.
Good luck to you. Please read through this entire
list before starting anything. I have Norton System Works, and ran the One Button Checkup and Norton WinDoctor
applets between each step.
- Uninstall all of the software that came with the original installation CD. Try using the Windows Control Panel
Add/Remove applet first. If the programs do not appear there, try looking in the
/Program Files/HP and
/Program Files/Hewlett Packard
folders for the uninstall programs.
- After you have uninstalled everything possible, totally delete the two aforementioned folders (assuming that
you do not have software from other HP products installed).
- Insert the HP CD that came with your printer and look in the
/util/ccc folder and run the following four batch
files: Uninstall_L1.bat,
Uninstall_L2.bat,
Uninstall_L3.bat,
Uninstall_L4.bat. These files run all kinds
of procedures to try to remove Windows Registry information and other stuff.
- Look in your /Documents and Settings/<user name>/Local
Settings and
/Documents and Settings/<user name>/Applications Data
folder, and all their subfolders for anything that is an HP folder of any sort, and delete them.
- Run the Windows Install Cleanup Utility.
If you don't have it, do a Google search and download it from Microsoft. Look for all HP items associated with
your printer installation (the HP Officejet 6310 All-In-One was, thankfully, the only HP product I had installed).
- You might think all the above would totally eradicate all vestiges of the HP software, but it is not. Now for
the scary part:
- Run the RegEdit program to edit the Windows Registry. Do a backup now.
- Begin in the HKEY_CLASSES_ROOT
folder and look for every instance of HP entries. Be absolutely certain that you are comfortable deleting the
key, and then do so. Do so for every HP key. To be as safe as possible, you might want to close RegEdit and
restart your computer after each set of key deletions.
- Move on to HKEY_CURRENT_USER, then
HKEY_LOCAL_MACHINE, then HKEY_USERS,
then
HKEY_CURRENT_CONFIG. Repeat for every HP
key.
- Restart your computer.
- Do a final check of anything you can think of to get rid of everything pertaining to your HP Officejet 6310
All-In-One installation.
- Go to the HP Officejet 6310 All-In-One website (Google search will get you to the page) and download the
latest drive and software package. Get the full package. Choose Save rather than Run, and have it saved to a
folder where you know where it will be (I created a
c:/temp/6300/ folder).
- Unplug the printer from the USB port and run the
Setup.exe program from the newly downloaded
software. The program will tell you when to plug in the printer. With luck, everything will go well and you are
done.
- In my case, when it tried to install the printer driver, it began asking me to find a bunch of
hpz***054.* files, and of course their whereabouts is nowhere to be found. Even Internet searches
could not locate them. I eventually located them in some of the
*.cab files that are part of the installation package (again, only use the newly downloaded
files). Double-click on every
*.cab file you can find copy every
hpz***054.* type of file you find to the folder
created two bullets ago (I created a
c:/temp/6300/ folder). Now, when the printer driver
asks you where to find files, direct it to that folder. In my case, the printer drive installation proceeded to
the end with success after this operation.
- Much to my surprise and delight, my HP Officejet 6310 All-In-One printer was finally once again being detected
by and showing up in the HP Solution Center, and all the functions are working!
I sure hope this helps you, because there is absolutely NOTHING on the Internet that I could find that did any
good.
12/18/2009 Update: I recently found your article on 'HP
Officejet All-in-One Printer Installation Fix - Uninstall' I was assisting a friend re-install the CD for the HP
4315 All-in-One. Everything you said about no help from HP was true. All we wanted to do was reinstall the
installation CD. We were not able to complete the uninstall without the install hanging. We tried all the HP
uninstall processes to no avail. I then found your suggested recipe for getting HP uninstalled and some comments
of success. I used all of your steps. As the last step to confirm our results, we ran the Uninstall_L4 &
it still found an active uninstall running. We added one step. We deleted any members in the C|Windows\System32
folder than were named HP....... We then rebooted with the TSR 'Load Startup items' unchecked. Then started the
install from the HP download. The Install was now successful. In summary, what was different & what made it
work, I'm not sure. either the reboot after the Uninstall_L4 or deleting the HP...... from the
c:\Windows\System32. I really appreciate your breathe of fresh air with your step-by-step recipe for
putting some focus and some reasoning to the process. No one else including HP was able to be as helpful as you
were. A tip of the hat to you in your willingness to share your troubleshooting insights & success.
Thanks, Roger M.
4/26/2008 Update: Regarding
https://www.rfcafe.com/references/general/hp_officejet_6310_all-in-one_printer_problem_fixed.htm, THANK YOU for
your persistence in pursuing and publishing your solution. As you say at the end “…there is absolutely NOTHING on
the Internet that I could find that did any good.” Every trace of attempted Internet communication with HP
“Officejet_Support” that I located ended with customer frustration. I was a paid-in-blood member of that club
until I finally resolved to devote “as long as it takes to get this #%$@ scanner to work”. My circumstances and
solution differ slightly (easier) from yours, but your work provided a framework -- my process follows below.
Unfortunately, I can't recall what search phrase I used to find your page, but is wasn't an obvious one. I wish
I could reach all those frustrated HP printer purchasers and give them this information – the best I can do is add
it to my entry in one of the HP forums. I'd set up a Networked HP 6310 last year at home, and it was
working fine. Then while on the road this year, I needed to interface with a USB HP 4200 printer. The only way I
could establish a connection was to go through the 4200 installation process, and was prematurely happy when I got
home to find that the Networked 6310 still worked as a printer. Unfortunately, the Solution Center now offered a
restricted set of scan resolutions and any scan above 300dpi failed with an out-of-memory dialog. I uninstalled
the 4200, but no change. I uninstalled/reinstalled the 6310, no change. After several syntax-challenged,
incoherent e-mails from Officejet_Support, I reached a boiling and my above resolve point.
- Uninstall HP Solution Center software with Microsoft's “Add or Remove Programs” – in my case:
Document Viewer 6.1; Imaging Device Functions 6.1; PSC & Officejet 6.1.A; Solution Center and Imaging
Support Tools 6.1; and Photosmart 140, 240, 7200, 7600, 7700, 7900 Series.
- Delete directories /Program Files/HP and /Program Files/Hewlett Packard after checking that there are no other
HP applications there (actually, move to a safe place in case they need to be reinstated).
- Sequentially run /util/ccc/Uninstall_L1.bat, /util/ccc/Uninstall_L2.bat, /util/ccc/Uninstall_L3.bat, and
/util/ccc/Uninstall_L4.bat from the Officejet 6310 Installation CD to start cleaning the Windows Registry.
- Delete (move) any HP Solution Center-related subdirectories from (1) /Documents and Settings/<username>/Local
Settings and (2) /Documents and Settings/<username>/Applications Data – in my case (1) ./HP , ./ApplicationHistory
and three HP .log files (probably not necessary, hpqddusr.log, ProductContext6300.log, and hpodvd09.log) and (2)
./HP .
- Run the Windows Install Cleanup Utility (downloaded from
https://download.microsoft.com/download/e/9/d/e9d80355-7ab4-45b8-80e8-983a48d5e1bd/msicuu2.exe) and remove any
remaining Officejet 6310-related items from the Installed Products list. By the time I got to this point, all
Officejet 6310-related items were gone (I took a data point before the first bullet, above, and the following
products had been removed):
6300 [51.0.230.000];
6300_Help [51.0.230.000]; 6300Trb [51.0.230.000]; AiO_Scan_CDA [51.0.230.000];
AiOSoftwareNPI [51.0.230.000]; BufferChm [61.0.163.000]; CP_Package_Variety1 [61.0.163.000];
CP_Package_Variety2 [61.0.163.000]; CP_Package_Variety3 [61.0.163.000]; Destinations [61.0.163.000];
DeviceFunctionQFolder [1.00.0000]; DeviceManagementQFolder [1.00.0000];
DocProc [6.0.0.0]; DocumentViewer [61.0.163.000]; DocumentViewerQFolder [61.0.163.000];
eSupportQFolder [1.00.0000]; Fax_CDA [51.0.230.000]; HPProductAssistant [61.0.163.000];
NewCopy_CDA [51.0.230.000]; PanoStandAlone [61.0.163.000]; ProductContextNPI [51.0.230.000];
Readme [51.0.230.000]; Scan [6.0.0.0]; ScannerCopy [6.0.0.0]; SolutionCenter [61.0.163.000];
Status [61.0.163.000]; Toolbox [61.0.163.000]; TrayApp [61.0.163.000]; Unload [6.0.0];
WebReg [61.0.163.000])
- At this point I turned off my Virus Protection and Firewalls, unplugged the network connection from the back
of the 6310, and proceeded to install the Officejet 6310 package (from
https://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=oj-40459-2459-2&lc=en&cc=us&dlc=en&product=1119598&os=228>&lc=en&cc=us&dlc=en&product=1119598&os=228
or the CD). The installation was successful – i.e. no scary stuff.
There were no unfound files. Reconnect the
network when prompted to choose USB or Network. Turn on Virus Protection and Firewalls. The scanner now works
as before…
- A couple of (maybe) useful HP Digital Imaging applications from Officejet_Support:
Best wishes, and thanks again… Bob Hoffman
Mann Creek Information Technologies, LLC
https://www.manncrk.com
More... FYI, the following is a 6310 issue-resolution-related download link that
I'd used previously (and after this last reinstall). It resolves the annoying “Server Busy” popup that you may
have already run into and resolved.
https://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=oj-43743-3&lc=en&cc=us&os=228&product=1119598&dlc=en |
