After
Sept
30
th
HP
suggestions,
some
similar
&
some
new
steps:
Ethan suggested three steps: 1. Set C5180 IP to static value. Currently it has 192.168.1.13 set by the
router to a fixed address. Since two other machines reference it at that address and print successfully, I
deem this step unlikely to be any issue. The machine on which I am trying unsuccessfully to load aio
software can access the unit at the above address. I can see the printer status, network address, and
scan images from this web interface. Ethan also suggests 2. Try to install the aio software. Since nothing
is new at this point, I was not surprised that the installation fails exactly as described in the earlier
attempts below. Ethan also suggested installing the C5180 as a USB and changing from USB to network.
I tried this again and find that the install via (add device) cannot find the network connected C5180 even
though it can be web accessed at the same time the “add device” install is running. The add device does
not permit the user to specify the IP. One is then hopelessly stuck in a look saying look for a “network”
connected C5180 that is not found. Ethan, then suggested that I download the AccessDeniedUtility and
run it. I have done this and it appears to run successfully although I do not know how many if any keys
were repaired. Installation attempts following the running of the AccessDeniedUtility fail in an identical
manner. I have used the “Full HP software” and “Drivers only” web links.
AiO_071_000_201_000_CDA_DriverOnly_Network_enu.exe and
AiO_071_000_201_000_CDA_Default-Full_Network_AmericasEuro1.exe
The install fails the same as it has previously and described in the note “Prior to Sept 30
th
below.
The follow-on suggestion is to copy the installation CD to the hard disk and install from there. I have tried
this but I am not surprised that it the result is exactly the same as it was from CD or web download. The
web executables that I have tried do expand the installation package to the hard driver at %temp% and
they have the same problem as does the CD install. The log files from this latest attempt to install from
the hard drive are in a zip file at:
http://phys-ds.physics.lsa.umich.edu/docushare/dsweb/Get/Document-5587/HPzipOct%202nd.ZIP
This document is also there at URL:
http://phys-ds.physics.lsa.umich.edu/docushare/dsweb/Get/Document-5581/C5180Troubles.pdf
I will continue my attempts to install the C5180 software so that I can use the device from my Windows
XP SP3 notebook. The Windows XP SP3 desktop remains working as does the Intel Macbook.
I present some new information regarding the routine hprein01.exe (seen as a log file hpzei000.log). One
of the failing runs starts immediately below. A correctly functioning run follows. The log from the correctly
functioning run was from ~1 1/2 years ago when the printer was purchased.
Log file hpzrei000.log from a recent failing run. All failing runs exhibit similar faults:
20081002122751:0008E4652:0001(0000-0000)(hpzrein01.exe)+++ Starting: hpzrein01.exe
20081002122751:0008E5874:0001(0000-0000)(hpzrein01.exe)+++
From: C:\InstallCD\setup\
20081002122751:0008E6266:0001(0000-0000)(hpzrein01.exe)+++Command Line: C:\InstallCD\setup\hpzrein01.exe -l ENU -f
C:\WINDOWS\hpoins11.dat -Validate No -w 1508126
20081002122751:0008E6C4C:0001(0000-0000)(hpzrein01.exe)+++ File Size: 528384
20081002122751:0008E7A62:0001(0000-0000)(hpzrein01.exe)+++
Version: 7.0.0.71
20081002122751:0008E824E:0001(0000-0000)(hpzrein01.exe)+++ Working Dir: C:\InstallCD
20081002122751:0008E8FB6:0001(0000-0000)(hpzrein01.exe)Parsed command line: "C:\InstallCD\setup\hpzrein01.exe" "-l" "ENU"
"-f" "C:\WINDOWS\hpoins11.dat" "-Validate" "No" "-w" "1508126"
20081002122751:00091526F:0001(0000-0000)(hpzrein01.exe)hpzrein01.exe version=7.0.0.71, Image=32 bits
20081002122751:000916596:0001(0000-0000)(hpzrein01.exe)Running on Windows PlatId=2 Version 5.1.0.2600 SP=3.0 Windows
64Bit OS=0
20081002122751:000917FC5:0001(0000-0000)(hpzrein01.exe)Using datfile: C:\WINDOWS\hpoins11.dat
20081002122751:0009400A4:0001(0000-0000)(hpzrein01.exe)Loaded 25 models in 78 ms
20081002122751:0009419A1:0001(0000-0000)(hpzrein01.exe)ENU was passed on command line, which is on our CD, so we are
using it.
20081002122751:0009473C0:0001(0000-0000)(hpzrein01.exe)Third party bucket [Buckets] is NOT already installed
20081002122751:000949CDA:0001(0000-0000)(hpzrein01.exe)BucketRegVersion=50333454 and version from registry=0
20081002122751:00094B0B4:0001(0000-0000)(hpzrein01.exe)Third party bucket [softwareupdate] is NOT already installed
20081002122751:00094D907:0001(0000-0000)(hpzrein01.exe)Could not open BucketRegValue: Software\Hewlett-
Packard\{1DBA2633-55BD-42E2-BA81-EA4EBEC2CCF4}
20081002122751:00094EFF6:0001(0000-0000)(hpzrein01.exe)Third party bucket [run.installize] is NOT already installed
20081002122751:000955E1E:0001(0000-0000)(hpzrein01.exe)Exiting dialog - 131 -
20081002122751:0009571C1:0400(0000-0000)(hpzrein01.exe)!! Unexpected result -1 when in Dialog ID=131 , exitCode=0
20081002122751:000959D1F:0001(0000-0000)(hpzrein01.exe)Exiting dialog - 131 -
20081002122751:00095AF46:0400(0000-0000)(hpzrein01.exe)!! Unexpected result -1 when in Dialog ID=131 , exitCode=0
**************The above lines repeat until the executable is terminated in the Windows Task Manager*****************
Log file hpzrei000.log from a successful run. This run was from ~ 1 ½ years ago.
20070115183927:000279851:0001(0000-0000)(hpzrein01.exe)+++ Starting: hpzrein01.exe
20070115183927:00027A21E:0001(0000-0000)(hpzrein01.exe)+++
From: F:\setup\
20070115183927:00027A6FD:0001(0000-0000)(hpzrein01.exe)+++Command Line: F:\setup\hpzrein01.exe -l ENU -f
C:\WINDOWS\hpoins11.dat -Validate No -w 131958
20070115183927:00027AC14:0001(0000-0000)(hpzrein01.exe)+++ File Size: 528384
20070115183927:00027B000:0001(0000-0000)(hpzrein01.exe)+++
Version: 7.0.0.71
20070115183927:00027B3F2:0001(0000-0000)(hpzrein01.exe)+++ Working Dir: F:\
20070115183927:00027B86E:0001(0000-0000)(hpzrein01.exe)Parsed command line: "F:\setup\hpzrein01.exe" "-l" "ENU" "-f"
"C:\WINDOWS\hpoins11.dat" "-Validate" "No" "-w" "131958"
20070115183928:00029D743:0001(0000-0000)(hpzrein01.exe)hpzrein01.exe version=7.0.0.71, Image=32 bits
20070115183928:00029DFE1:0001(0000-0000)(hpzrein01.exe)Running on Windows PlatId=2 Version 5.1.0.2600 SP=2.0 Windows
64Bit OS=0
20070115183928:00029E920:0001(0000-0000)(hpzrein01.exe)Using datfile: C:\WINDOWS\hpoins11.dat
20070115183928:0002B3DE2:0001(0000-0000)(hpzrein01.exe)Loaded 25 models in 63 ms
20070115183928:0002B46E9:0001(0000-0000)(hpzrein01.exe)ENU was passed on command line, which is on our CD, so we are
using it.
20070115183928:0002B6B13:0001(0000-0000)(hpzrein01.exe)Third party bucket [Buckets] is NOT already installed
20070115183928:0002B7E5A:0001(0000-0000)(hpzrein01.exe)Could not open BucketRegValue: Software\Hewlett-Packard\HP
Software Update
20070115183928:0002B8942:0001(0000-0000)(hpzrein01.exe)Third party bucket [softwareupdate] is NOT already installed
20070115183928:0002B9A8A:0001(0000-0000)(hpzrein01.exe)Could not open BucketRegValue: Software\Hewlett-
Packard\{1DBA2633-55BD-42E2-BA81-EA4EBEC2CCF4}
20070115183928:0002BA3E0:0001(0000-0000)(hpzrein01.exe)Third party bucket [run.installize] is NOT already installed
20070115183928:0003078E5:0001(0000-0000)(hpzrein01.exe)Displaying dialog - 131 - Welcome to the Install Wizard for HP All-In-
One Series
20070115183932:00071A263:0001(0004-0004)(hpzrein01.exe)Exiting dialog - 131 - Welcome to the Install Wizard for HP All-In-
One Series
20070115183932:000731C6D:0001(0004-0000)(hpzrein01.exe)Displaying dialog - 134 - Do Not Block HP Install Wizard Processes
20070115183947:0001B5A1F:0001(0019-0014)(hpzrein01.exe)Exiting dialog - 134 - Do Not Block HP Install Wizard Processes
20070115183947:0001B6577:0001(0019-0000)(hpzrein01.exe)Reinstall Plug-In returning 0x0
20070115183947:0001B9566:0001(0019-0000)(hpzrein01.exe)---
Ending: hpzrein01.exe
20070115183947:0001B9F7D:0001(0019-0000)(hpzrein01.exe)--- Returning: 0
Prior
to
Sept
30th
the
various
things
described
below
were
undertaken
.
This note and history recounts chat Sessions ID = 10011011221461302281 and ID =
10011011221460272422 with HP regarding a problem installing a network connection my C5180. I have
called HP chat some 3 times but without any resolution. Much of the reconnection time is spent
recounting the situation and doing the same “canned” procedures that fail identically each time. I have
found that I can successfully install the USB driver connection if I plug in the USB and follow the New
Hardware dialog with the install CD. I have two other computers that continue to use the printer
successfully over the network as originally install some 1 year ago. I would like to speak with someone
fully knowledgeable regarding the installation of the network driver for the C5180 who can respond to the
installation log files, The information that follows restates my experiences with this problem. I prepared it
and posted it so HP technicians can capture it from the URL
http://phys-ds.physics.lsa.umich.edu/docushare/dsweb/Get/Document-5581/C5180Troubles.pdf
I have trouble with a C5180 all in one printer, network connected to 3 machines. It has been used for ~ 1
year successfully with all 3 machines but when one of the machines, Windows XP SP3, lost the
presentation of the machine for TWAIN for scanning, I uninstalled the HP software and tried to re-install it.
I used the windows add/remove facility and not the uninstall option on the CD. The re-install done after
the uninstall never presents any input window or asks any questions but says waiting for user input. I
have the error log from the executable HPZrein01.exe called hpzrei000.log. It is attached to the end of
this message and displays an “Unexpected result -1 when in Dialog ID=131 , exitCode=0” which repeats
and fills the log file with the same message until the task is killed in the Windows Task Manager. The
screen display looks like:
I have tried many things suggested by individuals on the web including the HP pages for downloading the
latest drivers from HP, running the “uninstall_L3.bat” file on the original CD in “util/ccc/uninstall_L3.bat”.
I am now running XP Pro SP3 on the machine. I have permitted all Microsoft auto-updates and HP
updates so I should be up to date on both as of 3-4 days ago. The problem is the same when I use the
CD or download
AiO_071_000_201_000_CDA_DriverOnly_Network_enu.exe OR
AiO_071_000_201_000_CDA_Default-Full_Network_AmericasEuro1.exe
The original install was done with SP2. I reverted to SP2 but the fault at installation is again the same.
I have now reinstalled SP3 again without any change.
The printer still works from two other machines Windows XP SP3 and a MacIntosh MacBook. The C5180
is using IP = 192.168.1.13 assigned by a router that is configured to always use that same IP for the
C5180.
After running the installation and finding it fails I captured the files from %temp% and placed them below.
This is just one of the many attempts from CD and from the downloads. They are all basically the same
In that the fault is in hpzrein01.exe
in
all
cases.
This
particular
run
was
from
CD.
The file hpzpad000.htm and the program log files follow.
File hpzpad000.htm
--------------------------
No command line parameters available
INFO
LaunchPad: 21:00:04 9/18/08
Registry key to examine: HKEY_LOCAL_MACHINE\SOFTWARE\Hewlett-Packard\Installed
Products
WARNING
LaunchPad: 21:00:05 9/18/08 title bar image not loaded
File
.\Display.cpp
Function
void __thiscall CDisplay::Update(bool)
Line
244
File hpzset000.log
---------------
20080918210907:00055BBF7:0001(0000-0000)(hpzsetup.exe)+++ Starting:
hpzsetup.exe
20080918210907:00056E3DD:0001(0000-0000)(hpzsetup.exe)+++
From: D:\
20080918210907:00056F3FE:0001(0000-0000)(hpzsetup.exe)+++Command Line:
20080918210907:00057009A:0001(0000-0000)(hpzsetup.exe)+++ File Size: 749568
20080918210907:00057160A:0001(0000-0000)(hpzsetup.exe)+++ Version:
7.0.0.71
20080918210907:00057233C:0001(0000-0000)(hpzsetup.exe)+++ Working Dir: D:\
20080918210907:0005733AB:0001(0000-0000)(hpzsetup.exe)Parsed command line: ""
20080918210907:0005C6CEA:0001(0000-0000)(hpzsetup.exe)hpzsetup.exe
version=7.0.0.71, Image=32 bits
20080918210907:0005C7E8A:0001(0000-0000)(hpzsetup.exe)Running on Windows
PlatId=2 Version 5.1.0.2600 SP=3.0 Windows 64Bit OS=0
20080918210907:0005CB0DD:0001(0000-0000)(hpzsetup.exe)Using datfile:
C:\WINDOWS\hpoins11.dat
20080918210907:0005CE989:0001(0000-0000)(hpzsetup.exe)System LangID = 1033.
mapped to ENU
20080918210907:0005CFCBA:0001(0000-0000)(hpzsetup.exe)We are using the system
language=ENU, which is on our CD!
20080918210907:0005D4050:0001(0000-0000)(hpzsetup.exe)Install dir found in
C:\WINDOWS\hpoins11.dat is C:\Program Files\HP\
20080918210908:00061ADF7:0001(0000-0000)(hpzsetup.exe)RemoveFromStartUp:
D:\hpzsetup.exe - Attempting to remove a shortcut.
20080918210908:00061FF61:0001(0000-0000)(hpzsetup.exe)Copying file
"D:\hpomdl11.dat" to "C:\WINDOWS\hpomdl11.dat"
20080918210908:0006EEF47:0001(0001-0000)(hpzsetup.exe)Copying file
"D:\autorun.inf" to "C:\WINDOWS\hpoins11.dat"
20080918210911:000973228:0001(0003-0002)(hpzsetup.exe)Setup starts @ <2008
Sep 18,21:09:11>
20080918210911:000975E11:0001(0003-0000)(hpzsetup.exe)CDGUID={3A316611-45D1-
429C-AA26-B71259C44689}
20080918210911:00097701A:0001(0003-0000)(hpzsetup.exe)Software GUID=
20080918210911:000978211:0001(0003-0000)(hpzsetup.exe)Manufacturer=HP
20080918210911:0009799E8:0001(0003-0000)(hpzsetup.exe)Product Series=All-In-
One Series
20080918210911:00098632E:0001(0003-0000)(hpzsetup.exe)Version=05/05/2006,
071.000.201.000
20080918210911:000064DF8:0001(0004-0000)(hpzsetup.exe)Displaying dialog - 103
- Installing All-In-One Series
20080918210911:0000A7311:0001(0004-0000)(hpzsetup.exe)Drive Letter D:
20080918210911:0000A80DE:0001(0004-0000)(hpzsetup.exe)Launching PlugIns
20080918210911:0000AA0CC:0001(0004-0000)(hpzsetup.exe)Third party bucket
[Run1] is NOT already installed
20080918210912:0000F0400:0001(0004-
0000)(hpzsetup.exe)[00000041|a|000000|t|+00000000000000352256|d|Now
Launching=D:\setup\hpzpnp01.exe -l ENU -f C:\WINDOWS\hpoins11.dat -Validate
No -w 919266]
20080918210913:000283246:0001(0005-
0001)(hpzsetup.exe)[00000055|a|000013|t|+00000000000000356352|d|Now
Launching=D:\setup\hpzpsc01.exe -osup -l ENU -f C:\WINDOWS\hpoins11.dat -
Validate No -w 919266]
20080918210915:000457964:0001(0007-
0001)(hpzsetup.exe)[00000071|a|000016|t|+00000000000000376832|d|Now
Launching=D:\setup\hpzrein01.exe -l ENU -f C:\WINDOWS\hpoins11.dat -Validate
No -w 919266]
File: hpzpnp000.log
----------------
20080918210913:00021FE6D:0001(0000-0000)(hpzpnp01.exe)+++ Starting:
hpzpnp01.exe
20080918210913:0002216E6:0001(0000-0000)(hpzpnp01.exe)+++
From:
D:\setup\
20080918210913:000221E52:0001(0000-0000)(hpzpnp01.exe)+++Command Line:
D:\setup\hpzpnp01.exe -l ENU -f C:\WINDOWS\hpoins11.dat -Validate No -w
919266
20080918210913:000222608:0001(0000-0000)(hpzpnp01.exe)+++ File Size: 327680
20080918210913:000222F34:0001(0000-0000)(hpzpnp01.exe)+++ Version:
7.0.0.71
20080918210913:0002236AB:0001(0000-0000)(hpzpnp01.exe)+++ Working Dir: D:\
20080918210913:000223F4D:0001(0000-0000)(hpzpnp01.exe)Parsed command line:
"D:\setup\hpzpnp01.exe" "-l" "ENU" "-f" "C:\WINDOWS\hpoins11.dat" "-Validate"
"No" "-w" "919266"
20080918210913:0002501C0:0001(0000-0000)(hpzpnp01.exe)hpzpnp01.exe
version=7.0.0.71, Image=32 bits
20080918210913:000251AD8:0001(0000-0000)(hpzpnp01.exe)Running on Windows
PlatId=2 Version 5.1.0.2600 SP=3.0 Windows 64Bit OS=0
20080918210913:00025319C:0001(0000-0000)(hpzpnp01.exe)Using datfile:
C:\WINDOWS\hpoins11.dat
20080918210913:000256298:0001(0000-0000)(hpzpnp01.exe)ENU was passed on
command line, which is on our CD, so we are using it.
20080918210913:000260201:0001(0000-0000)(hpzpnp01.exe)---
Ending:
hpzpnp01.exe
20080918210913:0002615D8:0001(0000-0000)(hpzpnp01.exe)--- Returning: 0
File hpzpsc000.log
------------------
20080918210914:0003E6A97:0001(0000-0000)(hpzpsc01.exe)+++ Starting:
hpzpsc01.exe
20080918210914:0003E80E4:0001(0000-0000)(hpzpsc01.exe)+++
From:
D:\setup\
20080918210914:0003E86F0:0001(0000-0000)(hpzpsc01.exe)+++Command Line:
D:\setup\hpzpsc01.exe -osup -l ENU -f C:\WINDOWS\hpoins11.dat -Validate No -
w 919266
20080918210914:0003E8FD9:0001(0000-0000)(hpzpsc01.exe)+++ File Size: 561152
20080918210914:0003E97B9:0001(0000-0000)(hpzpsc01.exe)+++ Version:
7.0.0.71
20080918210914:0003EA23B:0001(0000-0000)(hpzpsc01.exe)+++ Working Dir: D:\
20080918210914:0003EEC09:0001(0000-0000)(hpzpsc01.exe)Parsed command line:
"D:\setup\hpzpsc01.exe" "-osup" "-l" "ENU" "-f" "C:\WINDOWS\hpoins11.dat" "-
Validate" "No" "-w" "919266"
20080918210914:00041DFD0:0001(0000-0000)(hpzpsc01.exe)hpzpsc01.exe
version=7.0.0.71, Image=32 bits
20080918210914:00041F594:0001(0000-0000)(hpzpsc01.exe)Running on Windows
PlatId=2 Version 5.1.0.2600 SP=3.0 Windows 64Bit OS=0
20080918210914:00042090C:0001(0000-0000)(hpzpsc01.exe)Using datfile:
C:\WINDOWS\hpoins11.dat
20080918210914:000423D82:0001(0000-0000)(hpzpsc01.exe)ENU was passed on
command line, which is on our CD, so we are using it.
20080918210914:00042AAD7:0001(0000-0000)(hpzpsc01.exe)Loading MSI.DLL from
msi.dll
20080918210914:00042C5DD:0001(0000-0000)(hpzpsc01.exe)-osup passed on the
command line
20080918210914:00042DBFC:0001(0000-0000)(hpzpsc01.exe)-m was not passed on
the command line; defaulting to the OSUP section
20080918210914:00042F528:0001(0000-0000)(hpzpsc01.exe)Prescrub plug-in
returning 0
20080918210914:000433463:0001(0000-0000)(hpzpsc01.exe)---
Ending:
hpzpsc01.exe
20080918210914:000434CC5:0001(0000-0000)(hpzpsc01.exe)--- Returning: 0
File: hpzrei000.log
-------------------
20080918210916:0005A52BC:0001(0000-0000)(hpzrein01.exe)+++ Starting:
hpzrein01.exe
20080918210916:0005AC00D:0001(0000-0000)(hpzrein01.exe)+++
From:
D:\setup\
20080918210916:0005AC958:0001(0000-0000)(hpzrein01.exe)+++Command Line:
D:\setup\hpzrein01.exe -l ENU -f C:\WINDOWS\hpoins11.dat -Validate No -w
919266
20080918210916:0005AD448:0001(0000-0000)(hpzrein01.exe)+++ File Size:
528384
20080918210916:0005ADC32:0001(0000-0000)(hpzrein01.exe)+++ Version:
7.0.0.71
20080918210916:0005AE62F:0001(0000-0000)(hpzrein01.exe)+++ Working Dir: D:\
20080918210916:0005AF313:0001(0000-0000)(hpzrein01.exe)Parsed command line:
"D:\setup\hpzrein01.exe" "-l" "ENU" "-f" "C:\WINDOWS\hpoins11.dat" "-
Validate" "No" "-w" "919266"
20080918210916:0005DA193:0001(0000-0000)(hpzrein01.exe)hpzrein01.exe
version=7.0.0.71, Image=32 bits
20080918210916:0005DB3FD:0001(0000-0000)(hpzrein01.exe)Running on Windows
PlatId=2 Version 5.1.0.2600 SP=3.0 Windows 64Bit OS=0
20080918210916:0005DC78F:0001(0000-0000)(hpzrein01.exe)Using datfile:
C:\WINDOWS\hpoins11.dat
20080918210916:0005FB3CC:0001(0000-0000)(hpzrein01.exe)Loaded 25 models in 62
ms
20080918210916:0005FC8AF:0001(0000-0000)(hpzrein01.exe)ENU was passed on
command line, which is on our CD, so we are using it.
20080918210916:0006012A2:0001(0000-0000)(hpzrein01.exe)Third party bucket
[Buckets] is NOT already installed
20080918210916:00060353B:0001(0000-0000)(hpzrein01.exe)Could not open
BucketRegValue: Software\Hewlett-Packard\HP Software Update
20080918210916:0006047EC:0001(0000-0000)(hpzrein01.exe)Third party bucket
[softwareupdate] is NOT already installed
20080918210916:0006066FB:0001(0000-0000)(hpzrein01.exe)Could not open
BucketRegValue: Software\Hewlett-Packard\{1DBA2633-55BD-42E2-BA81-
EA4EBEC2CCF4}
20080918210916:00060773B:0001(0000-0000)(hpzrein01.exe)Third party bucket
[run.installize] is NOT already installed
20080918210916:00060B4E3:0001(0000-0000)(hpzrein01.exe)Exiting dialog - 131 -
20080918210916:00060C4DF:0400(0000-0000)(hpzrein01.exe)!! Unexpected result -
1 when in Dialog ID=131 , exitCode=0
20080918210916:00060DD68:0001(0000-0000)(hpzrein01.exe)Exiting dialog - 131 -
20080918210916:00060ED4B:0400(0000-0000)(hpzrein01.exe)!! Unexpected result -
1 when in Dialog ID=131 , exitCode=0
The above 2 lines repeat continuously until the hprein01.exe is terminated in
the Windows Task ManagerLog file contents for the failing install (hpzrei000.log):
-------------------------------------
Transcript of first Chat with HP is below:
Chat Transcript Begins Here
---------------------------
Hello John.
Welcome to HP Total Care for All-in-One products.
My name is Anthony. How may I assist you today?
I have tried many things suggested by individuals on the web including the
HP pages including downloading the latest drivers from HP, running the
uninstall bat file on the original CD in util/ccc/uninstall.bat. The
uninstall appears to delete things at level 4 repeatedly when run multiple
times. However, all efforts do nothing for the long slow reinstall which
hangs (see URL
http://phys-ds.physics.lsa.umich.edu/docushare/dsweb/Get/Document-
5569/All_in_One.jpg)
for an image of the installer run b ...(truncated)
I have trouble with a C5180 network connected to 3 machines. I was used
for ~ 1 year successfully with all 3 machines but when one of the machines
Windows XP SP3 lost the connection to the TWAIN for scanning, I
uninstalled the HP software and tried to re-install it. The installation
never asks any question but says waiting for user input. I have the error
log from the executable HPZrein01.exe called hpzrein
I regret for the inconvenience caused to you. However, I will help my best
regarding this issue.
Could I have a couple of minutes of your time while I go through the
previous correspondence?
Sure. I also have the log from the routine that misbehaves during the
install if you want I will send it and you can examine it while looking at
what I have already sent.
20080917143827:00027CDE9:0001(0000-0000)(hpzrein01.exe)+++ Starting:
hpzrein01.exe
20080917143827:00027DD80:0001(0000-0000)(hpzrein01.exe)+++
From:
C:\DOCUME~1\Jay\LOCALS~1\Temp\hp_webrelease____________________\setup\
20080917143827:00027E5C7:0001(0000-0000)(hpzrein01.exe)+++Command Line:
C:\DOCUME~1\Jay\LOCALS~1\Temp\hp_webrelease____________________\setup\hpzrein
01.exe
-l ENU -f C:\WINDOWS\hpoins11.dat -Validate No -w 131550
20080917143827:00027F041:0001(0000-0000)(hpzrein01.exe ...(truncated)
Thank you for the information.
When exactly you receive the error?
I receive no error the installation never shows an input box but says that
it is waiting for input. I have let it
Are you using USB cable to connect the printer and the computer?
run for 10 hours giving up to 94% but I think at looking into the log that
it is just writing error messages into the log. The printer is network
connected and was used more than a year successfully. It is at an
uninstall and re-install that the problem surfaced. I said yes to
Microsoft update to SP3 and this could be the problem.
Could you please let me know the IP address of the printer?
Printer is on router as set to 192.168.1.13 (fixed by router) and works
fine with the other 2 machines still.
Okay.
Please disable Antivirus and firewalls.
OK
OK, done!
Do you see HP solution centre icon on the desktop?
No, I have uninstalled all HP software in an effort to get the install to
work.
Okay.
Delete the Temperary files from the computer:
1. Click Start, then Run. The Run window opens.
2. In the Open: box, type %temp%.
3. Click OK. The system-defined Temp folder opens.
4. Highlight and delete all of the files in the Temp folder, but not the
folder itself.
5. Try to delete all the files and leave the files which cannot be
deleted.
What should I do about all the folders in the temp area?
Please delete them
There are 2057 files there, It will take a minute or more.
Explorer aborted, gotta start again
Yes, please delete of them those are the unwanted files.
This will take some time. Can you address other problems while I do this?
Sure.
I will provide a web page now which has all the steps in it.
=========
http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c00045
440&lang=en
=======
OK, I'll look at it.
Are you on the web page with an heading "HP Photosmart Printers - A
'Fatal Error D:\setup\Hpzmsi01.exe - m XXXXXX - I Enu - f
C:\windows\hphins01.dat' Error Message Displays on the Computer"
no, it says Select from the list below
Once agin try to open it.
Your URL is:
http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&dlc=en&cc=us&docname=c00045
440〈=en
Says: 'Quick find your product' with a box
Okay
Gives the same page to FireFox.
OK works in IE.
Lots of info there. Should I read and try then return to you or keep you
attached while I work?
Okay
Which: should I keep you attached or return?
please delete the temporary files and follow the steps given in the
web page.
Please get back to us if the issue persists
Is there anything else I can assist you with today?
OK thanks... what do I do about the files in temp that are labeled 'in use
by another application?'
Please try to delete all the files.
OK
Did I answer all your questions? Or am I missing something in between?
I'll know when I see what is in the web page. I'm not sure how to delete
files that are in use except to try to stop whatever is using them.
Please leave the files which cannot be deleted.
Bye; wish me luck!
Sure,
The session Id of this chat is 10011011221461302281
However, if the problem persists please use this session ID as reference
when you login again to the "HP Total Chat Support", this will help us to
serve you faster and better, Thanks.
--------------------------------------------------------------
Chat Transcript Ends Here
Transcript of the second
