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HP and Compaq Desktop PCs - Resolving Problems with Multifunction Devices (PSC, Officejet, All-in-One)

The information applies to HP and Compaq Desktop computers with Windows.
This document fixes some of the more common problems that can occur with multifunction devices (also called AIO, Officejet, All-in-One, or PSC).
  note:
If you have an HP multifunction device, you can probably find more specific troubleshooting information for your device than what is available in this article. To find this information, go to the HP Support Site and type the model name or number into the product name box. You can find more relevant information in the troubleshooting section of the support page for your model.
Disconnect errors occur
The following listed items explain the most common reasons for these errors and how to fix them. Perform the steps in the following list until the error no longer displays:
  1. The most common error for these issues is that the cable is not fully connected. Remove and reseat both ends of the printer cable.
  2. Errors can occur when the computer awakens from sleep or suspend mode. Many multifunction products cannot reestablish a connection after the computer awakens. Sometimes you might be able to find a software update that fix this issue. You can also turn off sleep or suspend options using the Windows Power Management feature in Control Panel.
  3. Turn off the computer and remove all other devices that share the same type of connection. Turn on the computer with only the multifunction unit connected.
  4. The cable type can cause problems.
    • Parallel connection - For most parallel AIO devices, use an IEEE compliant bidirectional cable less than 2 meters (6 feet) long.
    • USB connection - When connecting USB, make sure the cable supports the USB of rating of the device (USB 1.1, 2.0) and is less than 3 meters (10 feet long. Connect the USB cable directly to a port on the computer, if possible, not to a USB port on a nonpowered hub (such as a port on a many types of keyboards).
  5. Make sure the ports on the computer can support the port requirements of the device. For example, if a multifunction device requires USB 2.0 and your computer supports only USB 1.1, disconnect errors might occur. To resolve this problem, install a hardware communications card that supports the port requirements.
  6. For parallel devices, the parallel port might not be set to a bidirectional or ECP mode. Bidirectional communication for parallel ports is a form of communication that lets a parallel device talk back to the computer. Most multifunction products require bidirectional communication. An even better form of bidirectional communication for multifunction devices is ECP (Extended Capabilities Port). To change the port mode to this setting, use the following steps:
    1. Restart the computer and when the first screen displays press the F1 key.
      A Setup or BIOS screen displays.
    2. Use the RIGHT ARROW key to select Advanced.
    3. Use the DOWN ARROW key to select I/O Device Configuration, and then press ENTER .
    4. Select Mode under Parallel Port.
    5. Press ENTER
    6. Select ECP and press ENTER.
      If ECP is not an available selection, select Bi-directional instead.
    7. Press F10 and then press ENTER to save the configuration and exit.
  7. For parallel devices, software for a previously installed device might already control the parallel port. Other parallel devices will not work with multifunction devices. This can happen when the device is disconnected.
    Older parallel devices, such as zip drives, scanners, and other multifunction products, can leave software behind that continues to use the parallel port. All these types of devices and their software use the same lines as the multifunction and can cause errors. Fixing these types of issues might be difficult and depend on the device being disabled or removed. Try the following general items to remove software for other devices:
  • Use the Add or Remove Programs tool in Control Panel to remove device software.
  • Click Start, (all) Programs, Startup and remove any items listed that relate to parallel devices. This can be done by clicking the items inside Startup and dragging them onto the Desktop. Restart the computer when done.
  • Delete unused printer drivers from the Printers window.
Installation errors
An error message displays after placing the installation CD into the CD drive. Try each of the following steps, in order, until a solution is found:
  1. If using Windows 98 and Me, turn off Active Desktop following these steps:
    1. Right-click anywhere on an open portion of the Windows desktop (the wallpaper).
    2. Select Active Desktop and make sure there is no checkmark next to View As Web Page (for Windows 98) or Show Web Content (for Windows Me and 2000).
      If there is a checkmark, remove the checkmark to turn off Active Desktop. Doing this can affect how Windows desktop displays content.
      Try to Install the software.
  2. Turn off virus scanning programs before attempting an installation.
    Try to Install the software.
  3. Try to open Setup.exe from the multifunction installation CD:
    1. Click Start, click Run, and type the following in the Open field: X:\SETUP.EXE
      (Where X is the drive letter for the CD drive.)
    2. Click OK.
If you still have problems installing the software, use the following steps to install the software in Safe Mode from the hard drive:
  1. Place the installation disc into the drive tray. While pressing the Shift key, close the CD tray. This temporarily prevents the CD from starting automatically.
  2. Copy the files from the installation CD to a folder on your computer. You can do this as follows:
    1. Right-click anywhere on an open area of the Windows desktop, click New, and then click Folder.
    2. The new folder displays on the desktop with the file name highlighted. Type in a name, such as AIO_INSTALL, and press ENTER when done.
    3. Open the newly created folder and position the window on the right side of the Windows desktop.
    4. Open My Computer, right-click the CD drive icon that contains the multifunction installation CD, and then click Explore from the menu.
    5. A list of files and folders is seen a window that opens. Click Edit in the menu bar at the top of the new window and click Select All.
      All the icons in the window are selected.
    6. Click Edit in the same Window again and select Copy from the drop-down menu.
    7. Click Edit in the new window (for example, AIO_INSTALL).
    8. Select Paste from the drop-down menu.
      All the icons from the CD window are now in the new folder created on the desktop.
    9. Close all open windows and restart the computer.
  3. After the files are copied to a folder on the hard drive, restart the computer and press the F8 key repeatedly when the computer first starts.
    A Windows start menu displays.
  4. Select Safe Mode and press ENTER.
    When Windows opens, the words Safe Mode display in all four corners of the screen.
  5. Open the new folder on the desktop (in our example, the folder name is AIO_INSTALL).
  6. Open the Setup.exe icon within the new folder to run the installer. If the EXE file name extension is not shown, it might have an icon representing a computer or the multifunction product.
Cannot install or uninstall after a failed install
Many multifunction devices must be set up in a specific order. HP multifunction devices usually come with a poster or guide to help you determine when to connect the device to the computer and when to install the software. If this is done in the wrong order, the installation might fail and it can be difficult to remove or reinstall the software.
To help resolve this problem, first find support from the device manufacturer to see if a downloadable fix or a new installation CD is available. There might be software available to remove the files and registry entries and help you install the software.
If a downloadable solution is not available, use Windows System Restore to go back to a time before the multifunction software was installed and the computer was working correctly.

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