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Printer Installation successful, but printer not listed

Posted on 2014-01-20
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Last Modified: 2014-01-26
We have tried installing a couple of different basic HP LaserJet USB printers.  We download the latest installation program for the printer, run through the installation wizard, it says that it was successfully installed, but the printer is not listed.  The computer is Vista Business 32bit SP2.  If we try to add manually, we get a message that "The specified port cannot be found".  We have tried installing the HP Universal print driver and the driver specifically for that printer and both say they have installed successfully, but not printer is listed.  We have tried to install three different HP USB laser printers, and same thing happens with all of them.  We have updated to the latest drivers and updated Windows.  The printer did work at one time, but stopped working after a USB device was installed for Internet access.  That device works ok, but the printer is gone and won't install.  The printer we want to install is a HP-2015.  Thanks for your help.
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Question by:kpourbaix
10 Comments
 
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Expert Comment

by:satyan1894
ID: 39796089
First try to  run the HP scan doctor and h/w tool, using the below metioned link.

http://h20180.www2.hp.com/apps/Nav?h_pagetype=s-926&h_lang=en&h_client=s-h-e016-1&h_keyword=dg-PDU&jumpid=ex_r4155/hho/ipg/ccdoc/printer_diag/


http://h20180.www2.hp.com/apps/Nav?h_pagetype=s-926&h_lang=en&h_client=s-h-e016-1&h_keyword=dg-HDU&jumpid=ex_r4155/hho/ipg/ccdoc/hardware_diag/


If this doesn't work

Completely remove the HP Printer software for hp 2015 using the HP uninstaller utility

and then install the printer driver from the HP website


http://h10025.www1.hp.com/ewfrf/wc/siteHome?cc=in&lc=en
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LVL 4

Expert Comment

by:Pradeep VIshwakarma
ID: 39796120
Hi,

Please uninstall all HP Printer  related  software and restart ur system then download print driver (Driver - Universal Print Driver) for below link then extract driver in folder.
Plug printer in system go to device manager right click in printer and update driver go to source folder and update driver then check.
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LVL 92

Expert Comment

by:nobus
ID: 39796282
how are these printers connected? and are they usb printers, or parallel, connected to an usb dongle?

first uninsstall all printer softw and drivers (disconnect them too)
Here a list of things to try :

-in device manager>view tab, click "show hidden devices" and delete all usb entries and hidden devices,  reboot and test
-then you can download the latest drivers for the chipset, and reinstall it to update the USB root hubs

***instead of view hidden devices, try:
Right click Computer > Properties > Advanced System Settings at the left side > 
in the Advanced tab select Environment Variables >
 in System Variables click New and enter:  "devmgr_show_nonpresent_devices" without the parenthesis - enter 1 for the Value.
Click Ok and Exit.
Now delete all devices in device manager  that are not in solid black
Reboot and test

now try installing the drivers
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Author Comment

by:kpourbaix
ID: 39797472
RE: First try to  run the HP scan doctor and h/w tool, using the below metioned link.

http://h20180.www2.hp.com/apps/Nav?h_pagetype=s-926&h_lang=en&h_client=s-h-e016-1&h_keyword=dg-PDU&jumpid=ex_r4155/hho/ipg/ccdoc/printer_diag/

We ran the utility, and it tells us to install the print driver for the attached printer (which it identifies).  But that is the problem- it sees that the printer is attached, we can run the installation, it says successfully installed, but the printer still does not show up under PRINTERS.  

I would to try the HP Uninstaller Utility that you mention, but it is not at the link you gave, and when I searched the site, it did not come up.   Can you provide a more specific link to that?  Thanks for your help.
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Author Comment

by:kpourbaix
ID: 39797487
RE: Please uninstall all HP Printer  related  software and restart ur system then download print driver (Driver - Universal Print Driver) for below link then extract driver in folder.
Plug printer in system go to device manager right click in printer and update driver go to source folder and update driver then check.

No HP software shows up as installed.  Printer is not shown in DEVICE MANAGER or under PRINTERS.  Yet the wizard says it was installed and is ready to use.  Thanks for your help.
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LVL 92

Expert Comment

by:nobus
ID: 39797576
any comments on my post, kpourbaix
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Author Comment

by:kpourbaix
ID: 39797587
nobus: we are trying that now.  I am waiting to hear back if it was successful.  I should know soon.  Thanks for your help.
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LVL 92

Expert Comment

by:nobus
ID: 39797618
ok  i'll be 'rounfd tomorrow again
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Accepted Solution

by:
kpourbaix earned 0 total points
ID: 39798503
For future reference, here is the fix:

After a few minutes of investigation I found that the Operating System could not recognize the USB port, so troubleshooting printer drivers, etc. was not the direction we needed to take.  
I navigated to RegEdit and explored the following key:  
HKEY_LOCAL_MACHINE/System/ CurrentControlSet/Control/ Print/Monitors  
I received a permissions error when I attempted to manually add a key called USB Monitor  
When attempting to add a subset key of Driver with the string value name of usbmon.dll (this is where the OS points to the file which defined how USB ports are used)  
I right clicked on USB Monitor and modified the inherited permissions as no user had adequate permissions (Added the user named Everyone, then gave Full Control to Everyone)  
I was then able to add Driver correctly.  
A restart of the PC was necessary, thereafter I followed the basic printer installation instructions once again.  
This time when the USB cord was plugged into the PC from the printer, the driver was successful able to install.  
A test page was successfully printed afterwards likewise.
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Author Closing Comment

by:kpourbaix
ID: 39809842
Posted so others would have for reference.  This is the only solution that worked.
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