Error:

Javascript está desativado neste navegador. Esta página requer Javascript. Modifique as configurações do seu navegador para permitir que o Javascript seja executado. Consulte a documentação do navegador para as instruções específicas.

hp-support-head-portlet

Ações

Carregando...

Suporte ao Cliente HP - Base de Conhecimento

hp-contact-secondary-navigation-portlet

Ações

Carregando...

hp-share-print-widget-portlet

Ações

Carregando...

Informações

Atualização de Segurança Importante do Firmware da Impressora:
A HP foi informada recentemente da vulnerabilidade de certas impressoras InkJet e LaserJet por um investigador externo. A HP tem atualizações disponíveis para download para solucionar a vulnerabilidade. Você pode baixar e instalar a atualização na página de Software/Drivers da HP para o modelo de sua impressora. Detalhes e mais informações estão disponíveis no Boletim de Segurança.

Informações

Conserte e solucione problemas de atualização do Windows 10 em um Computador ou Impressora HP. Clique aqui

Informações

Problemas de áudio ou som? Teste o nosso automatizado HP Audio check!

Informações

Crie uma conta HP hoje!
Conecte-se com o suporte da HP com mais rapidez, gerencie todos os seus dispositivos em um só lugar, veja as informações de garantia e mais. Saiba mais

hp-concentra-wrapper-portlet

Ações

Carregando...

Página inicial do produto

HP Single-Function and Multi-Function Printers - 'Fatal Error during installation. The installer has insufficient privileges to modify this file C:\Windows…flash[xx].ocx' Message Displays during Installation in Windows

Issue

The error message 'Fatal Error during installation. The installer has insufficient privileges to modify this file C:\Windows\System32\Macromed\Flash\flashxx.ocx' displays during installation of the HP software in Windows.

Solution

First, make sure that your computer is connected to the internet. Then, choose your operating system.

Windows XP

Follow these steps for the Windows XP operating system.

Step one: Update the Flash file

Follow these steps to run the Flash Player updater to update the Flash file mentioned in the error message.

Click Cancel on the installation wizard screen to cancel the installation.
On the Windows taskbar, right-click the Windows Start button, and then click Explore. An explorer window opens.

observação:
You may have to scroll down the left pane to locate the icons listed below.
In the left pane, click the plus sign (+) next to Local Disk (C:), or C, to expand the list of contents. If there is a minus sign (-), the contents are already expanded.
Double-click Windows.
Double-click System32.
Double-click Macromed.
Double-click Flash.
Find and click the file titled flashutil9b.exe. A Flash Player update window opens.
Click Update. The Flash Player update begins.
Follow the on-screen instructions to complete the update. When the update is complete, the file name flash9b.ocx changes to flash9d.ocx in the same folder.
Close Windows Explorer.
Proceed to the next step to uninstall HP programs.

Step two: Uninstall HP programs

Even if the software installation for the product was unsuccessful, some files might have partially installed on the computer. Follow these steps to uninstall any HP programs associated with the product.

Click Start, and then click Control Panel. The Windows Control Panel opens.
Click Add/Remove Programs.
Click the following programs, if they are listed, and then click Change/Remove. Remove the programs one at a time.

cuidado:
If the computer is HP or Compaq, remove only the programs listed below. Do not remove any files not mentioned in the following list.
- HP Imaging Device Functions
- HP Document Viewer
- HP Photosmart Essential
- HP Image Zone
- HP Photo and Imaging Gallery
- The HP Photosmart, Officejet, or Deskjet installed on the computer (with software version number listed)
- HP Software Update
- HP Share to web
- HP Solution Center
- HP Director
- HP Memories Disk
- Greeting Card Creator 32
After you remove the programs, a window displays restart options. Click the check box labeled Click here to restart later. Repeat these actions as many times as needed to remove the HP programs in the list.
Continue to the next step to delete temporary files.

Step three: Delete temporary files

Follow these steps to delete temporary files.

Click Start, and then click Run. The Run dialog box opens.
In the Open box, type %TEMP%, and then click OK. The Temp window opens.
In the menu bar, click Edit, and then click Select All. All of the files under Name are selected.
Press the Delete key on the keyboard to delete the selected files.

observação:
If a message displays that says some files are in use or cannot be deleted, click OK to close the message.
Close the Temp window, and then continue to the next step.

Step four: Continue the previous software installation

Follow these steps to continue installing the software from the software CD or downloaded file.

Return to the hpdisk folder in Windows Explorer, and then double-click the Setup executable file (.exe). The software installation begins.
Follow the on-screen instructions to install the software.

For a Full Feature Software and Drivers installation, choose what type of installation you want. The installation type names vary depending on your computer operating system. The following information might help you decide which installation type to use.

Recommended type	Customized type
Typical or Recommended	Minimum or Custom
For full use of all your product features: This installation provides full product functionality. HP also includes valuable software to help you get the most out of your product. This type of installation is designed to work for most users.	A customized type of installation might be available for your product. This installation allows you to install the minimum software required or the preferred software. Use this type of installation only if you have one of the following reasons: The computer is low on hard disk space. You attempted a standard installation and received errors. (If errors occur during the standard installation, fix them before trying a customized installation.)

Windows Vista

Follow these steps in the order presented to resolve the issue in a Windows Vista operating system.

Step one: Update the Adobe Flash Player

Use one of the following methods to update the Adobe Flash Player on your computer.

Method one: Install the latest version of the Adobe Flash Player from the Adobe Web site

Click Cancel on the installation wizard to cancel the installation.
Install the latest version of the Adobe Flash Player. Click here to go to the Adobe Web site to download the latest version of the Adobe Flash Player (in English).

observação:
The preceding link takes you outside the Hewlett-Packard Web site. HP does not control nor is responsible for information outside the HP Web site.

Method two: Update the Adobe Flash Player from your computer

Follow these steps to update the Adobe Flash Player from your computer.

Click Cancel on the installation wizard to cancel the installation.
On the Windows taskbar, right-click the Windows icon (), and then click Explore. A window displays.
In the left pane of the window, click Local Disk (C:) or C:.
In the Name column, double-click Windows. The contents of the Windows folder display.
Double-click the System32 folder to display the contents of the folder.
Double-click the Macromed folder to display the contents of the folder.
Double-click the Flash folder to display the contents of the folder.
Double-click the file titled flashutilxx.exe. The Adobe Flash Player update window opens.

observação:
The "xx" in the preceding file name represents a number-letter combination, such as "9b." This number-letter combination is different dependent on the installed version of the Adobe Flash Player.
Click Install Now. The Adobe Flash Player update installation begins.
Follow the on-screen prompts to complete the update.

When the software update finishes, the name of the file changes. For example, if the original file is flash9b.ocx, it changes to flash10a.ocx. The update installer updates the Adobe Flash Player to the latest version, identifiable by the successive number-letter value that displays in the file name.

Step two: Uninstall the product software

Even if the installation was unsuccessful, the installer might have partially installed some files on the computer. Follow these steps to uninstall any HP programs associated with the product.

On the Windows taskbar, click the Windows icon (), and then click Control Panel. The Windows Control Panel displays.
Under Programs, click Uninstall a program. The Uninstall or change a program window displays.
Under Name, click the following programs, if listed, and then click Uninstall/Change:

cuidado:
If the computer is an HP or Compaq computer, do not remove any other files than those listed in the following list.
- HP Imaging Device Functions
- HP Document Viewer
- HP Photosmart Essential
- HP Image Zone
- HP Photo & Imaging Gallery
- HP Photosmart, Officejet, or Deskjet software
- HP Software Update
- HP Share to web
- HP Solution Center
- HP Memories Disk
- Greeting Card Creator 32
After removing the programs, the computer prompts you to restart. Click Restart later, and then continue to the next step to delete the temporary files.

Step three: Delete the temporary files

Follow these steps to delete the temporary files on the computer.

On the Windows taskbar, click the Windows icon (), type %temp% in the Start Search box, and then press Enter. The Temporary Files folder displays.
Click Organize on the menu bar, and then click Select All.
Click Organize again, and then click Delete.

observação:
The message, 'Some files are in use and cannot be deleted' might display. Click Skip to close the message, and then continue to delete the remaining files.

An 'Access is denied' error might occur. Click Close to close the error message, and then continue to delete the remaining files.
Close the temporary files folder, and then continue to the next step to reinstall the software.

Step four: Reinstall the product software

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

Method one: Download and install the software from the Web

The software and driver downloads available from the HP Web site might include a basic driver option and a Full Feature Software and Driver option. The basic driver is sufficient to perform basic printing functions with your product. The Full Feature option installs extra software to allow full use of all features available with the product. The Full Feature option also allows you to do a custom installation.

Follow these steps to download the software from the HP Web site, and then install the software on your computer.

Turn on the printer.
Disconnect the USB cable from the printer, if necessary. The software installation prompts you to connect the cable if needed.
Go to HP Customer Support - Software and Driver Downloads.
If a Let's identify your product to get started page displays, click Printer, type your printer model number, and then click Submit.
If you need to change the operating system, click Change, select your version, and then click Change.
Under the Driver heading, click Download for the full software package, or click Basic Drivers for other driver options.

Method two: Install the software from the software CD

The product CD includes more than the print driver. The CD might also include the product user guide, drivers in other languages, and special features or extra software.

observação:
The software on the HP Web site is likely more recent than the software on a CD, whether you use the CD that came with the product, or buy a new CD.

observação:
If you get any firewall messages during installation, click unblock or accept or the installation will fail.

During the installation, you select what type of installation you want. The installation type names vary depending on your product. The following information might help you decide which installation type to use.

Recommended type	Custom type
Recommended, Full, or Easy	Custom, Express, or Advanced
For full use of all your product features: This installation provides full product functionality. HP also includes valuable software to help you get the most out of your product. This type of installation works for most users.	A custom type of installation might be available for your product. This installation allows you to install the minimum software required or the preferred software. Use this type of installation only if you have one of the following reasons: The computer is low on hard disk space. You attempted a recommended type of installation and received errors. (If errors occur during the recommended installation, fix them before trying a custom installation.)

The Recommended type of installation allows you to take advantage of all your product features.

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

Insert the product CD into the CD drive of the computer, and then wait a few seconds for the software installer to open.

If the installer does not start automatically, click the Windows icon (), click Computer, and then double-click the CD drive.

observação:
If the User Account Control screen opens, click Allow to continue.
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 product. For the best installation results, HP recommends that you click “Yes” to let the installer check for updates and download them for you.