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HP Printers - 'Fatal Error' Displays During HP Software Installation (Windows)

This document is for HP printers released in 2009 and earlier and computers with Windows.

This document provides instructions for recovering from a 'Fatal Error' message when installing the HP printer software in Windows. Some 'Fatal Error' messages are also known as 'MSI' errors and usually include a four-digit numbered code, although the exact text of the error message varies.

Image: Example of a Fatal Error message with a numbered code

Refer to one of the following sections that best matches the error displayed on your computer.

Error 1068, 1155, 1303, 1305, 1311, 1316, 1331, 1335 or 1706 displays

These steps can resolve errors so you can install the printer software.

Step 1: Unregister and reregister the Windows Installer Service

Unregister and reregister the Windows Installer Service to make sure the Windows Installer files are not missing or damaged.

Search Windows for run, and then select run from the list of results.

The Run dialog box opens.
In the Open box, type msiexec /unreg, and then click OK.
Open the Run dialog box again.
In the Open box, type msiexec /regserver, and then click OK.

Step 2: Download the HP printer software

Download the latest HP software from the HP website.

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.

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.

Step 3: Uninstall the HP software

Use the HP printer software file to completely uninstall any installation files that Windows might be unable to remove or update.

Browse to the location you saved the installation software in the previous step (usually the Downloads folder), and then double-click to extract the file.

The Welcome to HP! screen displays.
Click Cancel or Exit.
Type %temp% into the Windows search box, and then press Enter.

The Temp folder opens.
Double-click 7zXXX.tmp (the XXX is the software version).
Double-click Uninstall_L3.bat or Uninstall_L3_64.bat.
Click OK, and then follow the on-screen instructions to complete the uninstall.

Step 4: Reinstall the HP software

Reinstall the HP printer software you downloaded in the previous steps.

Browse to the location where you saved the HP software, and then double-click the file.
Follow the on-screen instructions to complete the installation.

Error MSI.DOT4wrp, MSI.MSI_BPD_Scan, 2203, or 2753 displays

These steps can resolve these errors so you can install the printer software.

Step 1: Unregister and reregister the Windows Installer Service

Unregister and reregister the Windows Installer Service to make sure the Windows Installer files are not missing or damaged.

Search Windows for run, and then select run from the list of results.

The Run dialog box opens.
In the Open box, type msiexec /unregister, and then click OK.
Open the Run dialog box again.
In the Open box, type msiexec /register, and then click OK.
Try to install the printer software again.

If the issue persists, and you have the MSI.MSI_BPD_Scan or 2203 errors, continue to the next step.
If the issue persists, and you have the MSI.DOT4wrp or 2753 errors, skip to the step to temporarily enable full permissions.

Step 2: Reregister the ATL.DLL file

Reregister the ATL.DLL file to install the printer software.

Search Windows for run, and then select run from the list of results.

The Run dialog box opens.
In the Open box, type regsvr32 C:\windows\system32\atl.dll, and then click OK.
Try to install the printer software again.

If the issue persists, continue to the next step.

Step 3: Temporarily enable full permissions for the Program Files folder

Allow full permissions for the Program Files folder to make sure you are able to create the needed directories and files.

note:
You must have administrator rights on the computer to make these changes.

Open Windows Explorer or File Explorer.
Click C: (or your hard drive).
Right-click Program Files, and then click Properties.
In the General tab, click the read-only check box to deselect it if necessary.
Click Apply, select Apply changes to this folder, subfolders and files, and then click OK.
Try to install the printer software again.

If the issue persists, continue to the next step.

Step 4: Turn off select services

Some services might prevent the printer software from installing. Turn off these services to install the software.

Search Windows for services, and then select Services from the list of results.

The Services window opens.
Double-click PML Driver (the name might vary, such as PML Driver HPZ12).
In the General tab, click the drop-down menu for Startup Type, and then select Disabled.
Click Apply, and then click OK.
In the Services window, double-click Net Driver HPZ12.
In the General tab, click the drop-down menu for Startup Type, and then select Disabled.
Click Apply, and then click OK.

Continue to the next step.

Step 5: Remove HPZi files

Remove HPZi files before performing a level 3 uninstall.

Open Windows Explorer or File Explorer.
Click C: (or your hard drive).
Double-click Windows, and then double-click System32.
Locate the files HPZipm12.dll and HPZinw12.dll.
Right-click each file, and then click Delete.

Continue to the next step.

Step 6: Perform a level 3 uninstall

A level 3 uninstall is a more comprehensive uninstall than performed in previous steps.

Make sure to save and close any files before performing these steps.

Search Windows for util, and then select the util folder from the list of results.

The folder opens in Windows Explorer or File Explorer.
Make sure the folder is for the printer you are trying to install. In the address bar, you should see your printer model and software version, such as OJ6500vE709_Full_14.
Double-click the ccc folder.
Double-click the Uninstall_L3.bat file.

The utility uninstalls the software and prompts you to restart the computer.

Continue to the next step.

Step 7: Reinstall the HP software

Download and install the most current HP software from the HP website.

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.

Frequently asked questions (FAQs)

Review the following list of frequently asked questions about other fatal errors and workarounds.

What if I have a fatal error not listed above?

This document only addresses solutions for some fatal errors. Review the following list for solutions to other fatal errors.

I do not want to troubleshoot the error. Is there another option?

If you do not want to troubleshoot the installation errors for the full feature software, follow these steps to install the basic software.

You can install a basic driver to work around this issue instead of troubleshooting the error. With the basic driver, the printer still prints, but it might not perform all functions. For instance, if the printer has CD/DVD-printing capability, the printer will lose this function with a basic driver.

Follow these steps to use your printer without troubleshooting the error message.

note:
This workaround does not resolve the issue, but it does provide a way for you to use your printer without further troubleshooting.

If you have not already done so, close the error message window, and then cancel the installation.
Restart the HP software installation, but this time select the Express or Minimal (basic) installation option instead of the Full or Recommended option.
Follow the on-screen instructions to complete the software installation.

Can I still scan with a basic driver installed?

There are different scanning options available for basic drivers, depending on your Windows operating system. Go to How to Scan (Windows) for more details.

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