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HP Deskjet 460 Mobile Printer series - Troubleshooting the Toolbox

Introduction
HP DeskJet 460 users may encounter the following error messages when attempting to launch the printer toolbox. In some cases the printer prints fine but toolbox cannot be launch.
  • Error: Toolbox cannot open because driver is not present.
  • Error: Toolbox is not available because the printer driver is not installed
  • HPWUTBX.exe - Application Error / HPWRTBX.exe - Application error
    Figure : Application Error
  • Microsoft Error "Toolbox for HP Printing System for Windows has encountered problem and needs to close"
    Figure : Microsoft Error
If the toolbox opens but toolbox functions are not accessible, the following error message will occur:
  • "Unable to monitor USB 00x”. "Your printer is currently either offline or capable of only one way communication"
General troubleshooting steps
This document provides troubleshooting steps to resolve the toolbox issue.
Step 1: Verify connectivity and Printer functionality
  1. Other USB devices such as Printers and scanners often interfere with the printer's bidirectional communication that is required for HP Toolbox functionality. If possible, unplugged all USB devices except the printer - at least for testing.
  2. Parallel or USB communication cables over 10 feet (3 meters) may cause communication issues.
  3. Verify that the product is plugged directly into a wall outlet or a dedicated surge protector.
  4. Verify that the appropriate print driver is installed, and functioning.
    1. Open the printers folder, right-click the driver icon; select Properties from the drop-down menu.
    2. From the General tab, select Print a Test page. Did the page print? This step is very important as it determines if the device is connected and functioning.
  5. If Test page prints go to step 2.
Step 2: Disable Firewalls and Antivirus software
  note:
The user must be logged in as an administrator to disable firewall /antivirus software.
Disabling the firewall in Windows XP
While using Windows XP, check the firewall settings before printer installation. The firewall included in Windows XP may be on by default. The firewall built into Windows XP and other third-party firewall applications can prevent the HP software from successfully installing the printer.
Follow these steps to disable the firewall:
  1. Do one of the following:
    • In Category View, click Start, Control Panel, and then click Internet Connections.
    • In Classic View, click Start, Settings, and then click Control Panel.
  2. Click Network Connections and then double-click the Network icon.
  3. Click the Properties button and then click the Advanced tab.
  4. Remove the checkmark from the box in Internet Connection Firewall.
    Figure : Internet Connection Firewall
  5. Some computers have multiple network connections such as one connection for a local area network and another connection for a wireless network. Disable the firewall for each network connection.
Disabling other firewalls/Antivirus Software
If the computer uses other firewall programs (such as Zone Alarm, Black ICE, or others), consult the documentation that came with the firewall to help in disabling it. Some firewalls may require further configuration after printer installation to make the printer available on the network.
Disable any anti-virus software. In many cases antivirus software can be disabled by right clicking the icon for the program next to the time in the lower right corner and then selecting a Disable or Close option. Consult the manufacturer of the anti-virus program for assistance if necessary.
  warning:
Disabling Firewalls and Antivirus software may make the computer or network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that the user can implement this workaround at their own discretion. Use this workaround at your own risk.
  note:
An antivirus program is designed to help protect the computer from viruses. Do not download or open files from sources that is not trusted, visit Web sites that is not trusted, or open e-mail attachments when antivirus program is disabled.
Try accessing toolbox, if still gets the error message, proceed to step 3.
Step 3: Uninstall Antivirus software
For McAfee Security Center with Privacy Service installed
Attempt an automatic Uninstall of Privacy Service
  1. From the Taskbar, click Start.
  2. Click Settings.(XP users, skip this step)
  3. Click Control Panel.
  4. Click Add/Remove Programs.
  5. Click Choose McAfee Privacy Service.
  6. Click Uninstall or Remove.
  7. Follow the prompts to uninstall Privacy Service.
  8. If Privacy Service is the only McAfee service installed on the computer, uninstall Security Center.
  9. Click OK to restart the system.
For other antivirus software:
  1. Save all work and close any open software applications.
  2. Click Start, and then click Control Panel.
  3. Click Add or Remove Programs.
  4. Select Antivirus program installed.
  5. Click Remove or Change/Remove.
  6. Click Yes or OK when the confirmation window appears.
  7. Click OK to restart the system.
  warning:
Uninstalling Antivirus software may make the computer or network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that this workaround can be implemented at your own discretion. Use this workaround at your own risk.
  note:
An antivirus program is designed to help protect the computer from viruses. Do not download or open files from sources that is do not trusted, visit Web sites that is not trusted, or open e-mail attachments when antivirus program is disabled.
Try accessing toolbox, if still gets the error message, proceed to step 4.
Step 4 : Uninstall / Reinstall Printer drivers
Uninstall printer drivers from add/remove programs
  1. Disconnect the printer from the computer
  2. Click Start, and then click Control Panel.
  3. Click Add or Remove Programs.
  4. Select printer driver installed.
  5. Click Remove or Change/Remove.
  6. Click Yes or OK when the confirmation window appears.
  7. Click Restart Later on the window.
Uninstall printer drivers using scrubber utility
  1. Insert the Starter CD into the CD drive. If the CD menu displays, close the CD menu.
  2. Locate the Utils\Scrubber folder on the Starter CD.
  3. Double-click the file under scrubber folder to run the Utility.
  4. Click Yes on the displayed message.
  5. After the scrubber utility finishes running, a message stating Successfully removed the device(s)! This system is ready for installation. displays.
  6. Click OK and restart the computer.
Installing the print drivers by using Microsoft Windows Plug-and-Play or the found new hardware wizard
If the USB cable is connected to the ports on the computer and the printer before installing the printer software, the Found New Hardware wizard appears on the computer screen. Follow the instructions below to complete the installation:
  note:
The operating system enables The New Hardware Found Wizard when a USB device (for Windows 98 and above) or a Parallel device (Windows XP) is connected to the system. Except for Windows NT, all other operating systems from Microsoft support the plug and play feature. HP recommends a software first installation.
  1. Click Next in the Found New Hardware wizard
  2. Click Search for the best driver for the device and then click Next.
  3. Insert the Starter CD into the CD-ROM drive. If the CD menu appears, click Exit twice to close the CD menu.
  4. Select Specify a location. Click Browse to locate the installation files depending on the operating system and then click OK.
  5. C
    lick Next. Follow the instructions on the screen.
  6. Click Next and then click Finish.
  7. Cancel software installation screen if pops up.
  8. Perform the following steps to locate and copy the file Toobox.cab from the software CD.
    1. Right-click Start and then click Explore. Windows Explorer opens.
    2. Scroll up and click on the plus (+) sign next to cd-rom drive.
    3. Scroll down and click on the plus (+) sign next to setup folder.
    4. Locate the file Toolbox.cab.
    5. Right click and copy the file and paste it on the desktop.
    6. Double click and extract the contents to C:\Program Files\Hewlett-Packard\hp Deskjet 460 series.
    7. Restart the computer.
    8. Access toolbox from Start menu.
    9. If toolbox does not open, try to open it from the following location :
      C:\Program Files\Hewlett-Packard\hp deskjet 460 series\Toolbox\ hpwrtbx.exe (or) hpwutbx.exe
If issue still persists, Contact HP for further assistance

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