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Welcome to HP Customer Support

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  • Information
    Important Print Security Update

    HP was recently made aware of a vulnerability in certain inkjet printers by a third-party researcher. HP has updates available for download to address the vulnerability. Details and more information are available in the Security Bulletin

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HP Printers - Windows 8: The Progress Bar on the Software Installation Stops, Stalls

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.
Sometimes, a hidden error message can stop the progress of the installation. Follow these steps to check the computer for a hidden error message.
  1. Click the title bar at the top of the installation window, and then drag it to the right. Look for an error message that was hidden behind the installation window.
    Illustration of moving the installation window.
  2. Click the error message. The error message displays completely in front of the installation window.
    Illustration of clicking OK in the error message.
  3. In the error message, click OK. The software installation continues.
Solution two: Uninstall the software and reinstall the software
Follow these steps to remove any installed or partly installed software, and then reinstall the software for the printer.
Step 1: Uninstall the software
Uninstall the software for your connection type.
USB
  1. 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.
  2. Press the Power button to turn on the printer.
  3. Right-click the Start button or the lower left corner of the screen, and then click Programs and Features.
  4. Right-click your HP printer's name, and then click Uninstall.
  5. Follow the on-screen instructions to uninstall the software.
  6. Repeat these steps for each occurrence of your printer's name until none remain in the list.
Network
  note:
Do not disconnect the printer from the network to uninstall the software.
  1. Right-click the Start button in the lower left corner of the screen, and then click Programs and Features.
  2. Right-click your HP printer's name, and then click Uninstall.
  3. Follow the on-screen instructions to uninstall the software.
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. You can use the MSCONFIG utility to prevent TSR programs and services from starting.
  1. Right-click the Start button in the lower left corner of the screen, click Run, type msconfig, and then click OK.
    If the User Account Control window opens with the message Windows needs your permission to continue, click Continue to close the window.
  2. In the System Configuration window, click the option button beside Selective Startup, and then click the box next to Load startup items to remove the checkmark.
  3. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All.
      caution:
    Do not disable any Microsoft services.
  4. Click Apply, and then click OK.
  5. When prompted to restart the computer, click Restart.
  6. When the computer turns on, a System Configuration Utility message displays on the computer. Select the Do not show this message again check box, and then click OK.
Step 3: Clear temporary files and folders
Follow these steps to use the Disk Cleanup Utility to clear temporary files to free hard disk space on the computer.
  1. Right-click the Start button in the lower left corner of the screen, click Search, and then type Disk Cleanup.
  2. Click Free up disk space by deleting unnecessary files.
  3. Select the drive containing the operating system and click OK.
  4. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  5. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deletes temporary Internet files
    • Deletes downloaded program files
    • Empties the Recycle Bin
    • Deletes files from the Temporary folder
    • Deletes files created by other Windows tools
    • Removes optional Windows components that are not used
  6. After you select the components that you want to remove, click OK.
Firewalls from third-party firewall vendors, such as Symantec, McAfee, or ZoneAlarm, can prevent the HP software from successfully installing over a network connection. Follow these steps to temporarily disable any third-party firewalls.
  caution:
Leaving the network connected to the Internet while the firewall is disabled exposes your computer to outside access. Make sure that your Windows firewall is turned on or disconnect the computer from the Internet.
  1. On the Desktop, look in the lower-right corner of the computer (systems tray) to find the icon representing the third-party software.
      note:
    The appearance of the icon varies depending on the manufacturer of the software.
    Image of a systems tray.
  2. Right-click or touch and hold the icon for the third-party software, and then click or tap Disable.
      note:
    The option to disable the software might not be called "Disable." Look for a similar menu option, such as Stop or Turn off.
Step 5: Download and install the software from the HP website
Follow these steps to download the software, and then install it.
The following video demonstrates how to download and install the Full Feature software with a USB connection in Windows 8.
The following video demonstrates how to download and install a Full Feature driver with a wireless connection in Windows 8.
  1. Turn on the printer.
  2. If your printer is connected to the computer with a USB cable, disconnect the cable from the printer. The software installation prompts you to connect the cable if needed.
  3. If a Let's identify your product to get started page displays, click Printer, type your printer model number, and then click Submit.
    The software results page for your printer displays with the default operating system selected.
  4. If you need to change the operating system, click Change, select your version, and then click Change.
  5. Under the Driver heading, click Download for the full software package, or click Basic Drivers for other driver options.
Step 6: Enable the Startup software
Follow these steps to turn on the programs that you turned off in the previous Turn off the 'terminate and stay resident' programs step in this document.
  1. Right-click the Start button in the lower left corner of the screen, click Run, type msconfig, and then click OK.
    If the User Account Control window opens with the message Windows needs your permission to continue, click Continue to close the window.
  2. In the System Configuration window, click the option button beside Normal Startup.
  3. Click Apply, and then click OK.
  4. When prompted to restart the computer, click Restart.
  note:
Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area in the lower right corner of your computer, near the clock.
    Image: Notification area.
  3. On the Desktop in the notification area, right-click the icon for the firewall software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
      note:
    The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.
    If those options are not available, open the firewall, and then click the option to restart it.
  4. Open your firewall software, and then locate the configuration settings.
      note:
    Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
  5. Set your firewall to unblock the following port range:
    • UDP port range 1000-65535
      note:
    You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
  6. Set your firewall to unblock the following individual ports:
    • TCP port 80
    • TCP port 443
    • TCP port 8080
    • TCP port 9220
    • TCP port 9500
      note:
    Set one port rule for all these individual TCP ports.

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