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PSC 2410xi install problems

Posted on 2004-03-21
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Last Modified: 2013-12-15
Hi,

I just bought a PSC 2410xi, and I am having problems installing.  After I install the software and Windows runs through the plug and play screens, I end up with an error saying the installation failed because "the specified port is unknown."

I spent an hour on the phone with HP support uninstalling and reinstalling software to no avail.  Finally, they said I need to contact Dell to update the USB chipset on my laptop.  I am running XP Pro, and am quite sure the chopset is up to date.

I was able to verify that the printer, USB port, and cable works by going through a manual install and adding a generic HP Deskjet.

Any suggestions?

Thanks....
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Question by:dcrunner
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briancassin earned 500 total points
ID: 10646778

right click my computer select properties
go to the hardware tab
click on device manager
go to view
select show hidden devices
see if you have a yellow exclamation or any question marks...

If so discontinue please post items that have the above mentioned here....

If you do not have any question marks or yellow exclamation points on any devices look under printer and see if your model printer is listed also check under imaging devices see if it is listed and look under USB see what is listed there
please post the model it should say something like Intel 82801AB / something or something similar may be another manufacturer please post that manufacturer here.

look here to see the known problem usb port models

http://h20015.www2.hp.com/hub_search/document.jhtml;jsessionid=IKTMUDOYBPLX5QFIKSAUNZQ?reg=na&cc=us&docName=bpu01860&lc=en


If the model is listed in the above FAQ follow the instruction in the FAQ and/ or update the USB chipset. Once you have done this or your USB port is not one of the known problem ones go to the next step


UNPLUG the USB cable that the printer is attached to from the back of the pc. DO NOT REATTACH THE PRINTER UNTIL INSTRUCTED TO DO SO - THIS IS VERY IMPORTANT!!

You will need to completely uninstall the software
go to this link and print out the information it is the procedure for properly uninstalling the software
this is the general procedure:

http://h20015.www2.hp.com/hub_search/document.jhtml;jsessionid=IX0OOB4OOU1BTQFIOGAUNZQ?reg=na&cc=us&docName=bpu01843&lc=en

Here is the more specific uninstall directions and a utility that can be used to perform most or all of it properly.

http://h20015.www2.hp.com/en/document.jhtml?reg=&plc=&lc=en&cc=us&prodId=hppsc2410x303756&docName=c00030308&cat=setup

After going through the above documentation check device manager if the printer is listed under usb ports printers, or imaging devices uninstall it / remove it.

*****Also uninstall any other previous printers if they are no longer going to be used. If you did have other previous printers connected USB please list them as you will most likely have to stop at this point go to that manufacturers website and get detailed instructions on how to uninstall their printer.

Next go to start run
type MSCONFIG and hit enter
go to the STARTUP tab
write down everything that is checked or everything that is unchecked on a piece of paper (whichever is easier) and save this paper.
next select disable all or uncheck everything (either procedure will produce the same result).
then hit apply ok
next go to start programs find your anti virus program (providing you have one) go into the control panel for it and configure it so that is does not load at startup and autoload is disabled this will ensure it will not interfere with the installation.

(If you need more information on how to do this please post what anti virus program you have and I will get you detailed instructions on this procedure).

Next reboot the computer you will get a message saying you are running windows in a diagnostic mode ignore this window and continue on...

Now before you install any software. 3 things.....VERY IMPORTANT
 
1. DO NOT connect the printer before the software is installed and/ or you are instructed to do so. If you connect it before this point it will not install correctly and you will have to restart this process.

2. When you are instructed to connect the printer to the computer ensure that the cable is connected directly to a USB port and is not running through a HUB of any kind.  Also do not connect this to a USB port that is on your keyboard or monitor it needs to be plugged into a USB port on the back of the TOWER / PC.

3. Follow every direction precisely, USB devices are tricky to install and if the procedure is not followed exactly it will not work properly.

the installation instructions are here PRINT THEM OUT !!! READ THEM VERY CAREFULLY and follow them EXACTLY even the system restore point and when to connect the printer and whether or not to have the power on or off on the printer also.

http://h20015.www2.hp.com/en/document.jhtml?reg=&plc=&lc=en&cc=us&prodId=hppsc2410x303756&docName=c00030308&cat=setup

IF this does not work or any questions / problems post them here.
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Expert Comment

by:briancassin
ID: 10646779
The above should fix your problem try it and let me know
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by:dcrunner
ID: 10650845
I followed your directions, but had the same result.  A couple of comments:

1) No exclamaiton or question marks in device manager.
2) My USB controller is Intel 82801CAM.  HP suggests trying to use a powered USB hub.  Is this worth trying?
3) On the HP page you referred me to above it says if I have a "Intel 82801 AA, Intel 82801BA, or Intel 82801BAM" I should manully replace the existing USB driver with the Intel 82801AB driver.  However, I have a 82801 CAM, which isn't listed.  Should I try this anyway?
4) I should mention that during the Plug & Play part of the installation, Windows can't find two files: usbscan.sys and usbprint.sys.  After browsing to my C:\WINNT\system32 I locate them and the installer continues.

Any more ideas?

Thanks for your detailed response!  Who know buying a new printer could be such a problem!
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by:briancassin
ID: 10653473
As far as a powered hub do this to determine if you may need one

The known problems related to power are listed below, but other devices may also have these problems. In general, any Plug and Play or communication problem that is not caused by a USB chipset or cable may be caused by a problem with power. Complete the following steps to check the power properties of the USB root hub:


Right-click My Computer, and then click Properties.

Select Device Manager (in Windows 2000, XP click the Hardware tab, and then click Device Manager).

Locate and click Universal Serial Bus Controller entry.

Double-click USB Root Hub to open the USB Root Hub Properties.

Click the Power tab, and then click Power Properties. Windows displays the amount of power available and the amount of power used. When the computer and peripherals are idle, the power usage will be lower than when the computer is active. Note that Windows may or may not report the information correctly.

See what this reports if it reports low power on the port then it you may need a "powered" usb hub these hubs plug into the wall outlet and are independent from the computers power it is worth a try newer machines using the usb 2.0 hi speed standard seem to be more needy of this. If you do not have one of these hubs aquire one from a store that has a relaxed return policy so that if this does not work you are not stuck with the hub.


In respone yto your third question it is worth a try but create a system restore point prior to doing this the instructions on how to do this were in my first post.

I am assuming you are using the CD that came with the product. If you do not need all the extra stuff they put on the CD-Rom and you have a broadband connection you could try downloading the drivers...

Do you have any other devices connected USB  ?

Did you have any previous printers or devices connected to the USB port the HP is on right now ?

Have you checked your BIOS to make sure all of your USB ports are enabled ?

Go to this site here it is intels site they have utilities and documentation on how to indentify your chipset and get updates for it

http://support.intel.com/support/chipsets/inf/

http://downloadfinder.intel.com/scripts-df/filter_results.asp?strOSs=44&strTypes=DRV%2CARC&ProductID=816&OSFullName=Windows*+XP+Professional&submit=Go%21

I just thought of something else you have a laptop when you are trying to install/ run this printer do you have the laptop in a docking station also are you on battery power or plugged into the wall... If you are using a docking station remove the laptop from this it will interfere with the installation.

Being that it is a laptop a powered USB hub may be the answer, laptops have higher power requirements then a tower or desktop pc they generate more heat because of their small size so sometimes certain ports or devices on a laptop may not operate properly such as an external hard drive running through USB in most cases if you try this on a laptop it will either cause the laptop to lock up, shutdown, reboot or it will not work at all in which case the only option is to get a powered HUB.... I am not 100% sure this the answer but logically it makes sense but that is why I am saying to try other things first.
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Author Comment

by:dcrunner
ID: 10654947
As a matter of fact, I was trying to install while plugged into a docking station.

I removed the laptop from the dock (keeping it plugged in), and followed your steps.  First I tried it through the powered USB hub (which I bought today), and the result was the same.  Then I tried connecting the HP directly to the laptop, and I ended up I ended up getting alot further, but the result was ultimately the same.

I am thinking of buying a USB 2.x PCI card, to see if that makes a difference (my laptop is USB 1.x).  What do you think?
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Author Comment

by:dcrunner
ID: 10654959
By the way, I did go to the Intel site and install the software you suggested.
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by:briancassin
ID: 10655226
When you plugged the printer directly to the laptop and installed you said you got a lot further but to what point did you get when the install failed ? did it complete but give you an error message ?

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Author Comment

by:dcrunner
ID: 10657110
In the past, the install always failed after installing the USB Priting Support.  This time it got past that stage, and actually finished installing the PSC plug & play drivers.  However, when it finished those, the same error appeared: "the specified port is unknown."
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by:briancassin
ID: 10660071
I am going to do some more researching on my end and see if I can find any previous problems with your USB chipset. Just wondering can you connect this printer to LPT1 ?
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Author Comment

by:dcrunner
ID: 10663213
LPT1?  Not sure what that means.
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by:briancassin
ID: 10664152
The regular printer port is Lpt1 also referred to as the parallel port it is a 25 pin connection on the back of your computer I am not sure if your computer and/ or your printer is equipped with it, if it is although it would be slightly slower printing it would be more stable
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by:dcrunner
ID: 10664603
Ahhh....the computer has a parallel port, but the printer is USB.  Is there a USB to parallel cable available?
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Author Comment

by:dcrunner
ID: 10673026
Problem solved!  I don't know if it was the new USB 2.0 PCI card I bougth, or the powered hub, but actually, I think it was something more minisicule.

During the install I was always getting asked for usbprint.sys and usbscan.sys.  I took a look at the version in my WINNT folder and on the HP CD, and noticed they weren't as current as the one on the XP SP1 cd.  So, I tried those, and sure enough, the install worked.

And to think it only took five days, 20 attempts, and hour on the phone with HP, and $200 in extra hardware!

Thanks for all your help!
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by:briancassin
ID: 10673507
your welcome. glad I could help :)
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Expert Comment

by:wbpc
ID: 12620676
Hey briancassin,

You better not install Service Pack 2 because you will start all over again and you may not succeed! I just spent six hours trying to get this thing
to work on a machine that all was working great.  I then realized the she had Auto Updates, of course SP2 came down and screwed up everything.

After 2 hours on the phone with support....their final answer what "You will need to remove SP2, if you want to have full functionally again..."

Told customer buy a new printer, done!

WBPC
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