troubleshooting Question

Installation issue Officejet 6500 E709

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netstarukltd asked on
Printers and Scanners
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Installing an HP Officejet  6500 E709 has proved problematic on 2 systems, but has succeeded on 4 others.  All systems are running Windows XP Professional SP3.  On the systems where the installation has worked, when the CD is inserted, a dialog displays with the options 'install network printer' and 'install USB printer.'  I select to install network printer, the printer is detected, installation completes smoothly, and the printer works.

It gets interesting on the 2 that fail.  And before anybody asks, yes this is the exact same CD being used.  When the CD is inserted on either of these 2, a different interface with different options is displayed (see attached pic).  From this interface, I picked 'add a device,' the installation begins, and part way in I am prompted to select network or USB.  I select network, but then the PC cannot detect the printer on the network.  I have also tried explicitly telling it the printers IP address on the detection, but it still fails.

As regards the two different interfaces, on one of the PCs that succeeds, I looked up the process which is running and tried launching the .exe directly from the CD on one of the failing machines, but I still get the alternative interface.

Additionally in trying to get the printer to detect on the failing PCs, I have done the following:

* Confirmed they can ping the printer.
* Confirmed they can access the management interface of the printer.
* Disabled the Windows Firewall.
* Disabled the AV Firewall.

Installation still reports that it cannot detect the printer on the network.

greg ward
Senior Systems Engineer

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