Printer Install Issues with Windows 8

Find printer installation troubleshooting solutions our support agents have found the most helpful to resolve printing issues.

Troubleshooting Installation Issues with Full Feature Drivers Troubleshooting Installation Issues with Full Feature Drivers

Find printer installation troubleshooting solutions for printers using Full Feature drivers.

USBUSB

Use the following solutions to troubleshoot problems when installing a printer using a USB cable.

You can also download HP's Printer Install Wizard utility to aid in installation and troubleshooting. 
PIW_iconHP Printer Install Wizard 

Important: You must follow these solutions in the order presented to resolve the issue.

Solution one: Reboot your computer, run Windows Update, and reinstall the HP software

Often, it helps to install Windows update, reboot your computer, and try installing the HP software again. Follow these steps.

Step one: Reboot your computer

  1. Make sure that you have let the setup program complete by clicking Continue in the setup screens (if you don't see any HP software setup screens, then it's already done).

  2. Unplug the USB cable from the printer.

  3. Reboot your computer.

Step two: Run Windows Update

  1. Move the mouse to the bottom-left corner of the screen, right-click the Start button (Windows_8.1_StartButton), and then click Search.

  2. Type "Windows Update" in the Search box.

  3. Click Check for updates.

  4. Accept all updates, or at least critical updates.

  5. Reboot your computer. (You might be prompted to do this.)

Step three: Reinstall the HP software

Use one of the following methods to reinstall the HP software.

Method one: Download and install the software from the HP Web site (recommended)
  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to a network, leave it connected.

  3. Right-click this link: HP Customer Care, and then click Open in new window.

  4. If prompted, type your printer model number, click Next, and then click Drivers.

  5. Make sure that your operating system is selected, and then click Next.

  6. Scroll down the page, and then click Driver.

  7. Click Download, and then follow the on-screen instructions to save the software to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to complete the installation.

Method two: Use the software CD

Follow these steps to install the software with the printer CD.

Note: Windows 8 printer drivers might not be available on the CD if the printer was purchased before the release of Windows 8.

  1. Load the CD into the CD drive, and then close the drive. If the CD is already in the CD drive, open and then close the CD drive. The software installer starts automatically.

    If the install Wizard does not start automatically, right click the bottom left corner of the screen. Click File Explorer, and then double-click the CD drive.

  2. Follow the on-screen instructions to install the software.

    IMPORTANT:The installer might ask if you want to check online for the latest installation updates for your printer. For the best installation results, HP recommends that you click “Yes” to let the installer check for updates and download them for you.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution. 

Solution two: Disable startup software and reinstall the HP software

If you were unable to successfully install your HP printer, you might need to disable startup software temporarily. Windows allows many programs and processes to run immediately upon startup. These programs might be preventing you from installing the HP Software.
These directions explain how to disable these programs and processes temporarily while installing the HP printer, and then how to re-enable the startup software again.

Step one: Disable startup software

  1. Move the mouse to the bottom-left corner of the screen, right-click the Start button (Windows_8.1_StartButton), and then click Run.

  2. Type "msconfig" in the Run box, and then press Enter. The MSconfig window opens. If the User Account Control window opens with the message, Windows needs your permission to continue, click Continue to close the window.

    • If Normal Startup is currently selected, follow these steps:

    1. Select Selective Startup, and then clear the Load Startup Items check box.

    2. Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.

    3. Click Disable All.

    • If Selective Startup is currently selected, follow these steps:

    1. Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.

    2. Make a list of the items that are selected. You will need this list to reset your computer startup items later.

    3. Click Disable All.

  3. Click Apply.

  4. Click OK. A new window displays.

  5. Click Restart to continue.

Step two: Reinstall the HP software

Use one of the following methods to reinstall the HP software.

Method one: Download and install the software from the HP Web site
  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to a network, leave it connected.

  3. Right-click this link: HP Customer Care, and then click Open in new window.

  4. If prompted, type your printer model number, click Next, and then click Drivers.

  5. Make sure that your operating system is selected, and then click Next.

  6. Scroll down the page, and then click Driver.

  7. Click Download, and then follow the on-screen instructions to save the software to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to complete the installation.

Method two: Use the software CD

Follow these steps to install the software with the printer CD.

  1. Load the CD into the CD drive, and then close the drive. If the CD is already in the CD drive, open and then close the CD drive. The software installer starts automatically.

    If the Install Wizard does not start automatically, right-click the bottom left corner of the screen. Click File Explorer, and then double-click the CD drive.

  2. Follow the on-screen instructions to install the software.

    Important:The installer might ask if you want to check online for the latest installation updates for your printer. For the best installation results, HP recommends that you click “Yes” to let the installer check for updates and download them for you.

Step three: Enable startup software

Important: Follow these steps to re-enable your startup software. If you skip this step, your computer might not function the way that you expect.

  1. Move the mouse to the bottom-left corner of the screen, right-click the Start button (Windows_8.1_StartButton), and then click Run.

  2. Type "msconfig" in the Run box, and then press Enter. The MSConfig window opens.

    • If you followed the instructions to disable a Normal Startup configuration (or if you want to return to that configuration), select Normal Startup.

    • If you want to customize the programs that run at startup, follow these instructions for a Selective Startup:

    1. Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.

    2. Select every item that is on your list of selected items for the Services tab.

  3. Click Apply.

  4. Click OK. A new window displays.

  5. Click Restart to continue.

Wired (Ethernet) Network Printer Installation TroubleshootingWired (Ethernet) Network Printer Installation Troubleshooting

Use the following solutions to troubleshoot problems when installing a printer on a wired network.

You can also download HP's Printer Install Wizard utility to aid in installation and troubleshooting. 
PIW_iconHP Printer Install Wizard  

Important: You must follow these solutions in the order presented to resolve the issue.

Solution one: Restart all network devices, add the printer to the network, and reinstall the HP software

Often it helps to reboot your computer and try again from the beginning. Follow these steps.

Step one: Let the setup program complete and reboot all network devices

  1. Make sure that you have let the setup program complete by clicking Continue in the setup screens (if you don't see any HP software setup screens, then it's already done).

  2. Move the mouse to the bottom-left corner of the screen, right-click the Start button (Windows_8.1_StartButton), and then click Search.

  3. Type "Windows Update" in the Search box.

  4. Click Check for updates.

  5. Accept all updates, or at least all critical updates.

  6. When prompted, reboot your computer.

  7. Turn the printer and the network router off, and then turn them on again.

  8. Verify that your network router is on and functioning.

  9. Make sure you can view an Internet Web page from a Web browser on your computer.

Step two: Plug in the Ethernet cable and print a network test report to verify that the printer is on the network

  1. Plug the Ethernet cable into the printer and ensure that the other end is plugged into a live network port.

    • If your printer has a control panel display, follow these steps:

    1. On the printer control panel, press the Setup button.

    2. Press the Down Arrow button to select Network, and then press OK.

    3. Press the Down Arrow button to select Network Test or Network Configuration Page, and then press OK.

    4. Follow any troubleshooting steps for issues identified on the report.

  2. If the report shows a valid IP address for the printer, it means that the printer is on the network. Continue to the next step in this document to check the communication.

    • If the report does not show a valid IP address for the printer (for example, 0.0.0.0 or 169.254.xxx.xxx) it means that the printer is not on the network. Follow these steps:

      1. Make sure that the Ethernet cable is plugged into a live port.

      2. Try using a different Ethernet cable.

      3. Print a report again and review the results.

      4. If the report shows a valid IP address, continue to the next step.

Step three: Check the communication between the printer and the computer

Let's make sure that your computer and the printer are on the same network and that they can communicate.

  1. In a Web browser on the Desktop (such as Internet Explorer), open an Internet Web page to verify that you can access the network.

  2. In a Web browser on the Desktop, type the printer IP address in the address bar and press Enter. For example, type "http://192.168.0.1". The printer's internal home page displays.

    • If you can access the printer's internal home page, continue to the next step to reinstall the HP software.

    • If you cannot access the printer's internal home page, verify that the printer and the computer are on the same network.

Step four: Reinstall the HP software

Use one of the following methods to reinstall the HP software.

Method one: Download and install the software from the HP Web site
  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to a network, leave it connected.

  3. Right-click this link: HP Customer Care, and then click Open in new window.

  4. If prompted, type your printer model number, click Next, and then click Drivers.

  5. Make sure that your operating system is selected, and then click Next.

  6. Scroll down the page, and then click Driver.

  7. Click Download, and then follow the on-screen instructions to save the software to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to complete the installation.

Method two: Use the software CD

Follow these steps to install the software with the printer CD.

  1. Load the CD into the CD drive, and then close the drive. If the CD is already in the CD drive, open and then close the CD drive. The software installer starts automatically.

    If the install Wizard does not start automatically, right-click the bottom left corner of the screen. Click File Explorer, and then double-click the CD drive.

  2. Follow the on-screen instructions to install the software.

    Important:The installer might ask if you want to check online for the latest installation updates for your printer. For the best installation results, HP recommends that you click “Yes” to let the installer check for updates and download them for you.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution two: Disable startup services, disable the firewall, and reinstall the HP software

If you were unable to install your HP printer successfully, you may need to disable startup services and/or your Firewall, temporarily. Windows allows many programs and processes to run immediately upon startup. These programs and your firewall may be preventing you from installing the HP software. These directions explain how to disable these programs and processes while installing the HP software.

Step one: Disable startup software

  1. Move the mouse to the bottom-left corner of the screen, right-click the Start button (Windows_8.1_StartButton), and then click Run.

  2. Type "msconfig" in the Run box, and then press Enter. The MSconfig window opens. If the User Account Control window opens with the message, Windows needs your permission to continue, click Continue to close the window.

    • If Normal Startup is currently selected, follow these steps:

    1. Select Selective Startup, and then clear the Load Startup Items check box.

    2. Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.

    3. Click Disable All.

    • If Selective Startup is currently selected, follow these steps:

    1. Click the Services tab, and then select the Hide All Microsoft Services check box at the bottom of the screen.

    2. Make a list of the items that are selected. You will need this list to rest your computer startup items later.

    3. Click Disable All.

    4. Click Apply.

  3. Click OK. A new window displays. Click Restart to continue.

Step two: Disable or configure the firewall on your computer

Follow these steps to disable firewalls, or configure the firewall to allow a connection with the HP printer. 

Method one: Temporarily disable firewalls
  1. Disconnect the Ethernet cable from the router, modem, or gateway.
    NOTE
    : If you are unsure where the router, modem, or gateway is for the networked printer, consult your system administrator.

  2. Move the mouse to the bottom-left corner of the screen, right-click the Start button (Windows_8.1_StartButton), and then click Search.

  3. Type "Windows Firewall" in the Search box.

  4. Click Windows Firewall. The Windows Firewall Settings dialog box opens.

  5. Click Turn Windows Firewallon or off.

  6. Click Turn Off Windows Firewall(not recommended).

  7. Click OK.

Method two: Configure the firewall to allow a connection with the HP printer
  1. To find out which firewall is installed on the computer, look for the firewall icon in the notification area in the lower-right corner of the computer. Make a note of the firewall name.  

  2. When you have identified the firewall installed on your computer, contact the manufacturer of the firewall for specific instructions on configuring the settings. Then, return to this document to continue troubleshooting.

  3. If you were unable to find specific steps for your firewall, continue to the next step.

  4. Move the mouse to the bottom-left corner of the screen, right-click the Start button (Windows_8.1_StartButton), and then click File Explorer.

  5. For 64 bit Windows 8 OS type "C:\Program Files (x86)\HP\Digital Imaging\Bin" in the Address Bar at the top of the screen and then press Enter.

  6. For 32 bit Windows 8 OS type "C:\Program Files\HP\Digital Imaging\Bin."

  7. Make a note of or copy the file path for each of the following programs. The file paths will look similar to this example: C:\program files (x86)\HP\Digital Imaging\bin\hpzipm12.exe.

    • hpoews01.exe

    • hpofxm08.exe

    • hposid01.exe

    • hpqkygrp.exe

    • hpqste08.exe

    • hpqtra08.exe

    • hposfx08.exe

    • If the HP software installed on the computer is version 10.0 or newer, find the hpiscnapp.exe file.

    • If the HP software installed on the computer is version 9.0 or older, find the hpqscnvw.exe file.

  8. Open the C:\windows\system32 directory, and then locate and make a note of or copy the file path for each of the following programs:
    • hpzwiz01.exe

    • hpznui01.exe

  9. Open the firewall software, and then make sure that each of the programs displays in the list of trusted or allowed programs. If any of the programs do not appear in the list of trusted or allowed programs, add the missing programs to the list manually.

    NOTE : The name of the list might vary, depending on the firewall program.

  10. If the firewall software has different trust levels or requires specific permission for a program to access the Internet, make sure that you allow each of the HP programs to access the Internet freely.

  11. Click OK or Save to save the changes to the trusted or allowed program list.

  12. Follow these steps to unblock the internet ports by creating new rules in the firewall software.

    NOTE : Each rule opens one port, so create a rule for each port.

  13. The HP software uses the following ports. Each port name consists of a protocol (either UDP or TCP), a number, and a connection type (either inbound or outbound). Your computer's firewall uses each piece of this information in creating the rule to open the port.

    • UDP 427 inbound

    • UDP 427 outbound

    • UDP 161 outbound

    • UDP 139 outbound

    • TCP 139 outbound

    • TCP 9220 outbound

    • TCP 9500 outbound

    • TCP 9290 outbound

    1. Open the network or rules section of the firewall software.

    2. Create a new rule with a descriptive name. For example, unblock UDP 137 inbound for unblocking the UDP 137 inbound port.

      • If prompted to select the type of rule, select All IP Addresses.

      • If prompted to select the type of IP address, select IPv4 and IPv6.

    3. When you have created each rule, click OK or Save to apply the changes.

  14. When you have disabled or configured the firewall, restart your computer.

Step three: Reinstall the HP software

Use one of the following methods to reinstall the HP software.

Method one: Download and install the software from the HP Web site
  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to a network, leave it connected.

  3. Right-click this link: HP Customer Care, and then click Open in new window.

  4. If prompted, type your printer model number, click Next, and then click Drivers.

  5. Make sure that your operating system is selected, and then click Next.

  6. Scroll down the page, and then click Driver.

  7. Click Download, and then follow the on-screen instructions to save the software to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to complete the installation.

Method two: Use the software CD

Follow these steps to install the software with the printer CD.

  1. Load the CD into the CD drive, and then close the drive. If the CD is already in the CD drive, open and then close the CD drive. The software installer starts automatically.
    If the install Wizard does not start automatically, right click the bottom left corner of the screen and click File Explorer, and then double-click the CD drive.

  2. Follow the on-screen instructions to install the software.

    IMPORTANT:The installer might ask if you want to check online for the latest installation updates for your printer. For the best installation results, HP recommends that you click Yes to let the installer check for updates and download them for you.

Step four: Enable startup software

IMPORTANT : Follow these steps to re-enable your startup software. If you skip this step, your computer might not function the way that you expect.

  1. Move the mouse to the bottom-left corner of the screen, right-click the Start button (Windows_8.1_StartButton), and then click Run.

  2. Type "msconfig" in the Run box, and then press Enter. The MSConfig window opens.

    • If you followed the instructions to disable a Normal Startup configuration (or if you want to return to that configuration), select Normal Startup.

    • If you want to customize the programs that run at startup, follow these instructions for a Selective Startup:

    1. Click the Services tab.

    2. Select the Hide All Microsoft Services check box at the bottom of the screen.

    3. Select every item that is on your list of selected items for the Services tab.

  3. Click Apply.

  4. Click OK. A new window displays.

  5. Click Restart to continue.

Step five: Enable your firewall software

  1. Right-click the firewall icon on the task bar (near the date and time on the computer), and click Start or Enable. If there is no start option, open the firewall software and select the option to start or enable it. The firewall icon may change to show that it is enabled.

  2. If the firewall was disabled during the installation of the printer software, it might be blocking HP programs or ports that are required for scanning. If pop-up screens requesting access to the network appear when you attempt to scan, click Yes to permit access.

  3. Enable Windows Firewall

    1. Move the mouse to the bottom-left corner of the screen, right-click the Start button (Windows_8.1_StartButton), and then click Search.

    2. Type "Windows Firewall" in the Search box.

    3. Click Windows Firewall. The Windows Firewall Settings dialog box opens.

    4. Click Turn Windows Firewall on or off.

    5. Click Turn On Windows Firewall.

    6. Click OK.


Wireless Printer Installation TroubleshootingWireless Printer Installation Troubleshooting

Follow these steps to troubleshoot problems when installing a printer on a wireless network.

You can also download HP's Printer Install Wizard utility to aid in installation and troubleshooting. 
PIW_iconHP Printer Install Wizard 

Step one: Print a test page

If you have problems setting up your printer, the first thing to do is print a Network Configuration page and Wireless Network Test report (if the printer has a wireless network connection) from the printer control panel. Consult your manual for instructions.

This information will allow you to troubleshoot the installation. Also, have your wireless router's network name (SSID) and, if your wireless network uses either WEP or WPA, the wireless password.

Step two: Determine if your printer is connected to your wireless router

Refer to the Network Configuration page or Wireless Network Test report and check the following:

If your printer is connected to your wireless router, continue to the next step.

If your printer is not connected to your wireless router, follow these steps:

  • Look for firmware updates for your specific printer on HP's web site: Get Software and Drivers.

  • If your Internet Service Provider (ISP) owns your router, unplug the Internet cable that runs between the router and the wall.

  1. Cycle power to your printer: turn the printer off using the on/off button. Remove the power cord from the back of the printer, wait 30 seconds and then reconnect the cord. Consult your manual for specifics.

  2. Restart the Wireless router by removing the power cord to the router, waiting 30 seconds, then reconnecting the power cord.

  3. Restart your computer.

  4. Connect the printer to the router.

  5. Give your printer a static IP address. For instructions on assigning a static IP address, go to HP's Wireless Printing Center.

Step three: If your printer is connected to your wireless router, but you cannot print (and/or scan)

  1. Download and run HP's Print and Scan Doctor. Make sure your operating system is current (Use Windows Update).

  2. Make sure that your computer is free from viruses, malware, etc.

  3. Make sure your computer is not connected through a VPN. You cannot access devices on your wireless network while connected to a VPN.

  4. Disable your operating system's Firewall and your security system's firewall and re-test.

    If this fixes the problem, open ports in the firewall. See the firewall manufacturer for more information.

  5. Download and install the latest software for your specific printer and operating system from Get Software and Drivers.
    It is important that you download the software specific to your HP printer model. The software shipped on your CD may have been updated since it was created. If you are reinstalling or uninstalling, use the HP Uninstall software to remove previous software installations or partial installations first.

  6. Look for software updates for your specific software while you are the Software and Driver web site.

Troubleshooting Installation Issues with in-OS Drivers Troubleshooting Installation Issues with in-OS Drivers

When you connected the printer to the computer with a USB cable, the Windows Update installation failed.

Important : You must follow these steps in the order presented to resolve the issue.

Step one: Turn the printer off and then on

  1. Disconnect the USB cable from the printer.

  2. Turn the printer off and on again, and make sure that it is in a ready state.

Step two: Remove the printer from Devices and Printers

  1. Move the mouse to the bottom-left corner of the screen, right-click the Start button (Windows_8.1_StartButton), and then click Search.

  2. Type "Devices and Printers" in the Search box.

  3. Click Devices and Printers.

  4. Right-click the printer icon (Windows8_Printer_icon) for your printer, and then click Remove device. Follow the on-screen instructions to complete the process.

    NOTE : If the printer is not listed, continue to the next step to restart your computer.

  5. If multiple icons exist for the printer, remove them all.

Step three: Restart your computer

  1. Restart your computer. You might want to bookmark this page so that you can quickly return to it.

  2. Make sure that the computer is connected to the Internet.

Step four: Manually install the driver

  1. Move the mouse to the bottom-left corner of the screen, right-click the Start button (Windows_8.1_StartButton), and then click Search.

  2. Type "Devices and Printers" in the Search box.

  3. Click Devices and Printers.

  4. Click Add a printer. The Add Printer window opens, and displays a list of printers.

  5. Click The printer that I want isn’t listed.

  6. Click the option Add a local printer or network printer with manual settings, and then click Next.

  7. Click the Use an existing port drop-down list, click LPT1: (Printer Port), and then click Next.

  8. Click the Windows Update button and wait for the updates to complete.

  9. In the Install the printer driver window, under Manufacturer click HP, and then search for your driver under Printers. If the driver does not show up under HP, try looking under Hewlett Packard.

    NOTE : The printer drivers are displayed by their series names, which means the last one or two numbers may show as zeroes. For instance, the HP Photosmart 8750 displays as HP Photosmart 8700, and the PSC 1210 displays as the PSC 1200 series.

  10. Once you find the appropriate driver, reconnect the USB cable to the printer.

  11. The Installing Device Driver Software window should briefly display on the Taskbar of the computer screen. Wait for it to disappear.

  12. Click the Cancel button on the Add Printer window.

  13. The newly installed printer now displays in the Devices and Printers window.

 
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