HP printer problems

[imanetter2]

I have an HP Photosmart C4780 printer. I just upgraded from Windows Vista x64 Home Edition to Windows 7 x64 Home Edition and I am having problems getting it to install right. I have been working with HP on this but keep getting the same troubleshooting emails that just repeat themselves. I bought it in January and installed it on Windows Vista with no problem. When I installed it on Windows 7, it doesn't work right. When I click on the HP Solution Center on my desktop, I get a message that says "HP Solution Center cannot run because your device installation is not complete. Please plug in the USB cable or re-run the setup program from the installation CD for a network installation". This problem is also causing the scanner to not work either. I have re-installed this printer 12 times in the last 3 days using HP techs instructions and nothing works. I am using a usb connection, and of course it's plugged in. The installation always ends with it being successful. There is no problems showing in the device manager, everything there is working fine. Maybe someone from the great Virtualdr tech support will know more about this problem than HP itself. If so, I welcome your input on this matter.

[Train]

Are using the Vista drivers?

[imanetter2]

Not sure, how can I tell if I am or not? All I know is that I put the upgrade disk in and just installed Windows 7.

[jmtjet]

First, get the correct driver from the HP website. Make sure it's for Windows 7, 64 bit version. Then completely uninstall your old HP drivers. Then run the new Win 7 driver set up. It'll take some time, it's a big program. Follow the prompts on your screen during the installation and keep your fingers crossed. Hopefully, it will install properly.

[Train]

http://h10025.www1.hp.com/ewfrf/wc/s...794615&lang=en

[imanetter2]

I have already done that. I used the full version install from HP by downloading it on my computer, then installing the driver and software from there. I uninstalled all the hardware and software before the new installation. I didn't work. I can't understand why it installed fine in Vista but not in 7. Theo only difference between the two operating systems is that the fax program is back again in 7. Could there be a conflict with that program? Just a thought.

[jmtjet]

Theo only difference between the two operating systems is that the fax program is back again in 7. Could there be a conflict with that program? Just a thought.

I don't think the fax program would interfere with installing a printer. I'm starting to suspect the printer itself may have a problem. Does Windows "see" the printer after the driver install?

[imanetter2]

Yes, it sees the printer and is checked off as the defaulted printer. I can use the printer through IE to print a page and any software with the file and print drop down screen. I just can't use it through the HP Solution Center software because of the error message stated above. This software also stops me from scanning a document through the computer also. If I put my problem in a search, the results are numerous with the same complaints without anyone getting any results from their suggestions. It just doesn't make any sense why it installed fine in windows vista with the vista drivers but will not do so in 7 with the 7 drivers.

[jmtjet]

It just doesn't make any sense why it installed fine in windows vista with the vista drivers but will not do so in 7 with the 7 drivers.

Sounds like it's a glitch in the software. I'm surprised that HP hasn't issued a patch to correct this problem. I know it's a long shot, but have you tried to call HP tech support? I doubt if you'll get much help there, but worth a try.

[imanetter2]

I worked with the HP techs through email throughout a 48 hour period. They do respond fast but keep going back to the same advice that they gave in an earlier email. They decided to send it to their advanced support group. I had to fill out a list of information about me and send it back. Someone is suppose to call me directly from this group to help. That was on wednesday. I'm not sure how long I have to wait to get a callback, or may never get one. I guess I'm just stuck until a fix appears on their website. Happy waiting to me!

[imanetter2]

Oh yes! Here's another situation that doesn't make sense. My sister just got a new laptop with Windows 7 installed on it. I helped her out by setting up her HP printer to it. I went to the very same place on the HP site that I downloaded the driver and software bundle for Windows 7 on my computer and everything installed fine and is working. She can print and scan from the HP Solution center from the shortcut on the desktop. Lucky her, I guess.

[imanetter2]

This morning, I clicked on "scanner settings" in the printer properties and it said that "you need a WIA driver to use this device." I'm not sure what that is but can this be the problem on why the scanner can't be used and can it cause the software glitch, since you use it to scan? If so, how do I get the WIA driver into my computer? Apparently, this is what is lacking on the software.

[Train]

Windows Image Acquisition, first I have heard of it.
http://en.wikipedia.org/wiki/Windows_Image_Acquisition

This "Windows7 provides a basic set of scanning drivers, also referred to as Windows Image Aquisition (WIA) drivers, that you can use as an alternative to scan a document when you cannot scan using the HP drivers." maybe your answer.
http://h10025.www1.hp.com/ewfrf/wc/d...roduct=3795406

[imanetter2]

I went into Windows Live Photo Gallery and tried to scan from there. I clicked on "scan from camera or scanner" and a box came up that was empty stating that there was no scanner detected. I tried the same in Windows Fax and the same thing came up. It is the scanner that isn't detected but the printer is. I have an all in one printer and scanner and cannot figure why it detects the printer but not the scanner. I used the full version software for Windows 7 x64, so why isn't it working with the proper software installed?

[imanetter2]

Update:
I have been playing around with this problem today by reinstalling the printer driver and software with no result in fix. I decided to look at the printer properties and discovered this hidden scanner interface: Go to start, then devices and printers (in windows 7) (control panel, then printers in Vista) and double click on your defaulted printer. There, you should see "scanner actions". Highlight it and then right click and then click "create shortcut". A shortcut named "scanner actions" should appear on your desktop. Then double click to open it and double click "scan a document or photo". There you will see a generic interface of the solution center which will enable you to use your scanner. After that, an import screen opens and asks where to import it to (which is defaulted to the pictures folder). What I did was I created a folder on my desktop and named it "scanner import". Once my scan is complete, I will be able to find it easy on my desktop and from there, send it to where I need to use it, print, fax, etc. Since the scanner is working this way, this is telling me that it is installed. What's not installed properly is the solution center which still reports that the "HP solution center cannot run because your device installation is not complete." There is a glitch in the software that HP needs to fix, but until then, this will work.