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HP Single-Function and Multifunction Printers - Windows XP: The Progress Bar on the Software Installation Stops or Stalls

Issue
The HP software installation stalls or stops at specific percentages (for example, 96%, 94%, or 7%) or at specific points during the installation. The green progress bar might pause, or continually move back and forth, left to right, with seemingly no progress.
Solution one: Restart your computer
Follow these steps to restart your computer.
  1. Click Start (), and then click Shut down.
  2. Click Restart to restart the computer.
  3. If you see a message that HP Software installation is running, restart the computer by pressing the power button on the computer to turn it off and then back on.
    The installation should continue from the point it stalled. If it does not, continue to the next solution.
Solution two: Reset your printer
Follow these steps to reset the printer. A power reset drains the power from the printer and returns it to the same settings after restarting. A power reset is a common troubleshooting step, and can be performed for conditions similar to an installation stall.
  1. Turn the printer on, if it is not already on.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Unplug the power cord from the wall outlet.
  5. Wait at least 60 seconds.
  6. Plug the power cord back into the wall outlet.
     note:
    HP recommends connecting the printer power cord directly to the wall outlet.
  7. Reconnect the power cord to the rear of the printer.
  8. Turn on the printer, if it does not automatically turn on.
    The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
  9. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
Solution three: Turn off background programs, and then reinstall the HP software
Follow these steps to remove all HP software, turn off background programs, and then reinstall the HP software.
Step one: Remove the HP software
Even if the HP software installation was incomplete, some HP components might be partially installed on your computer. Follow these steps to remove all components before you continue.
  1. Unplug the USB cable connecting the printer to the computer.
  2. Click Start (), and then click Control Panel.
  3. Double-click Add/Remove Programs. In the list of installed programs, click your printer, and then click Add/Remove.
  4. Follow the on-screen instructions to complete the software removal.
     note:
    If asked to remove shared files, click No. Other programs that use these files might not work if you delete the files.
  5. Restart the computer.
Step two: Turn off the 'Terminate and Stay Resident' (TSR) programs and other background programs
Occasionally, TSRs prevent the printer software from loading so that the software does not install correctly, and so you may need to turn these programs off. You can watch a video or follow the steps to turn off programs that run in the background in Windows XP.
The following video demonstrates how to turn off programs that run in the background in Windows XP.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
Follow these steps to turn off programs that run in the background in Windows XP:
When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows XP, the MSCONFIG utility prevents TSR programs and services from starting.
  1. On the computer, click Start, and then click Run. The Run dialog box opens.
  2. In the Open field, type msconfig, and then click OK. The System Configuration Utility window opens.
  3. Click the General tab, and then select Selective Startup.
  4. If there is a check mark next to Load Startup items, select the check mark to remove it.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Disable all.
  7. Click Apply, and then click Close.
     note:
    If an 'Access is denied' error message displays on the computer when you make changes, click OK, and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes.
     note:
    After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
  1. On the Windows taskbar, click Start, click All Programs, click Accessories, click System Tools, and then click Disk Cleanup. The Disk Cleanup utility analyzes the hard disk, and then presents a report with a list of options with check boxes next to them.
  2. In the Files to Delete field, select the appropriate check boxes to remove any unnecessary files and components. Options include:
    • Downloaded program files
    • Temporary files
    • Offline Web Pages
    • Files in the Recycle Bin
    • Files created by other Windows tools
       note:
      You do not have to remove all files and components, but unless you have a specific reason for retaining them, it is generally advisable to remove them.
  3. After you select the components to remove, click OK to open the utility.
Step four: Download and install the printer software
 note:
The software available on the HP website is the most current software, and might be more current than the software on the CD.
  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 your network, leave it connected.
  3. Use one of the available methods to identify your printer model.
    The software and driver results page displays when the printer model is identified.
    Figure : Example of the Software and driver results page
    Image: Example of the Software and driver results window
  4. Check to see if your operating system is correctly identified. If your operating system is not correct, click Edit, select your operating system and version from the drop-down menus, then click Update.
  5. Under Driver - Product Installation Software, click Download next to the full feature driver (recommended), or click Basic Drivers for other driver download options.
  6. If an HP Download and Install Assistant window displays, select Use HP Download and Install Assistant (Recommended) or Download only, then click Next.
    Figure : Example of the HP Download and Install Assistant window
    Image: Example of the HP Download and Install Assistant window
  7. Follow the on-screen instructions to save the driver to your computer.
  8. If you used the Download only method, open or run the driver file, then follow the on-screen instructions to install the software.
  • If the software installation fails, continue to the next solution in this document.
  • If the software installation completes successfully, continue to the next step to re-enable the startup programs you previously disabled. You do not need to continue to the next solution in this document.
Step five: Use the MSCONFIG utility to enable Startup programs
You can watch a video or follow the steps to turn on the startup programs that you turned off earlier in this document.
The following video demonstrates how to use the MSCONFIG Utility to enable the Startup software in Windows XP.
.
If you have trouble viewing the video, or to view the video in a different size, click here to play the video on YouTube
  1. Click Start (), and then click Run. The Run window opens.
  2. In the Open box, type msconfig, and then click OK. The System Configuration Utility window opens
  3. On the General tab, select Normal Startup to automatically turn on all features the next time you start the computer.
  4. Click Apply, and then click OK.
  5. Click Restart to apply the changes.
     note:
    After the computer restarts, you might get a prompt stating 'You’ve used system configuration tool to make changes to the way windows starts.' To prevent this message from showing again, click Do not show this message again.
Solution four: Perform a level-three uninstall, and then reinstall the HP software
If the previous solutions did not resolve the issue, follow these steps to perform a level-three uninstall, and then reinstall the HP software.
Step one: Perform a level-three uninstall
Download the software from HP Customer Support, and then use the downloaded file to perform the level-three uninstall. A level-three uninstall is more comprehensive than the software-removal method listed earlier in this document.
Step 1: Download the print driver
To uninstall the software correctly, download the print driver from HP Customer Support.
  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 your network, leave it connected.
  3. Use one of the available methods to identify your printer model.
    The software and driver results page displays when the printer model is identified.
    Figure : Example of the Software and driver results page
    Image: Example of the Software and driver results window
  4. Check to see if your operating system is correctly identified. If your operating system is not correct, click Edit, select your operating system and version from the drop-down menus, then click Update.
  5. Under Driver - Product Installation Software, click Download next to the full feature driver (recommended), or click Basic Drivers for other driver download options.
  6. If an HP Download and Install Assistant window displays, select Use HP Download and Install Assistant (Recommended) or Download only, then click Next.
    Figure : Example of the HP Download and Install Assistant window
    Image: Example of the HP Download and Install Assistant window
  7. Follow the on-screen instructions to save the driver to your computer.
  8. If you used the Download only method, open or run the driver file, then follow the on-screen instructions to install the software.
Step 2: Uninstall the HP software
To fully uninstall the HP software, perform a level-three uninstall.
  1. When the download completes, browse to the place you saved the file in the previous steps, and then double-click to extract the file.
  2. When the Welcome to HP! screen opens, click Cancel or Exit.
  3. Click Start , type %temp% in the search box, and then press Enter.
    The Temp folder opens.
  4. Find the folder with the name 7zXXX.tmp (XXX varies by driver version), and then double-click to open it.
  5. Double-click the Util folder, and then double-click the ccc folder.
  6. Double-click Uninstall_L3.bat (or Uninstall_L3_64.bat for Windows Vista 64-bit).
  7. Click OK, then follow the on-screen instructions to complete the uninstall.
When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows XP, the MSCONFIG utility prevents TSR programs and services from starting.
  1. On the computer, click Start, and then click Run. The Run dialog box opens.
  2. In the Open field, type msconfig, and then click OK. The System Configuration Utility window opens.
  3. Click the General tab, and then select Selective Startup.
  4. If there is a check mark next to Load Startup items, select the check mark to remove it.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Disable all.
  7. Click Apply, and then click Close.
     note:
    If an 'Access is denied' error message displays on the computer when you make changes, click OK, and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes.
     note:
    After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
  1. On the Windows taskbar, click Start, click All Programs, click Accessories, click System Tools, and then click Disk Cleanup. The Disk Cleanup utility analyzes the hard disk, and then presents a report with a list of options with check boxes next to them.
  2. In the Files to Delete field, select the appropriate check boxes to remove any unnecessary files and components. Options include:
    • Downloaded program files
    • Temporary files
    • Offline Web Pages
    • Files in the Recycle Bin
    • Files created by other Windows tools
       note:
      You do not have to remove all files and components, but unless you have a specific reason for retaining them, it is generally advisable to remove them.
  3. After you select the components to remove, click OK to open the utility.
Step four: Reinstall the HP software
  1. Browse to the place where you saved the downloaded file in the previous steps (for example, your computer desktop), and then double-click the file.
  2. Follow the on-screen instructions to complete the installation.
Step five: Use the MSCONFIG utility to enable startup programs
Follow these steps to turn on the startup programs that you turned off earlier in this document.
  1. Click Start (), and then click Run. The Run window opens.
  2. In the Open box, type msconfig, and then click OK. The System Configuration Utility opens.
  3. On the General tab, select Normal Startup to automatically turn on all features the next time you start the computer.
  4. Click Apply, and then click OK.
  5. Click Restart to apply the changes.
     note:
    After the computer restarts, you might get a prompt stating 'You’ve used system configuration tool to make changes to the way windows starts.' To prevent this message from showing again, click Do not show this message again.

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