The HP "All-In-One" ProblemYou find here the contents of my blog containing the email exchanges with "HP Total Care" and the screen dumps referred to in my blog titled "HP Customer Ready To Jump Out The Window" at www.GrandLifestyle.blogspot.com.
So Begins the Saga of Today's
HP and Dishonesty
It is my struggle with "HP Total Care" on the other side of the globe from where
I am treated like a nincompoop with cynical words of expert service while our
rate of unemployment bathes in double-digit infamy
... and my HP "All-In-One" printer continues to keep my blood pressure sky-high.
Reaching back 52 years enjoying the computer business, the HP
DeskJet F4480
and HP's technical support competence have struck a severe blow.
Is what you did to me for the customer?
Mark
Hurd
Chairman of the Board, Chief Executive Officer, and President
Hewlett-Packard Company
c/o
corpmediarelations@hp.com
Dear Mr. Hurd:
One quarter of a century ago I had the pleasure of reviewing a new printer – the HP LaserJet, brimming with excitement-filled new opportunities for the desktop publisher and every personal computer user. That review and the review of the IBM-compatible HP Personal Computer filled my heart with joy at the half-way mark of my 51-years engrossed in the challenges of computer technology. Of all the IBM-compatibles I reviewed, HP’s otherwise fine product stood out: the keyboard’s cord would only plug into the back of the HP – the plug was not compatible with any of its competitors.
My purchase of a HP DeskJet F4480 All-In-One printer/scanner/copier last month began as with all Hewlett-Packard products in the past: installing the printer and the scanner went in a jiffy and confirmed my good choice of having picked a printer or scanner from the people with the goal of establishing HP as the world’s leading technology company.
My experience and wise choice of relying on HP appeared to be confirmed by your words, Mr. Hurd, published in my hometown newspaper, The Miami Herald: “I think the number one thing we get back from customers is they’d like for us to do more and have a broader portfolio with more capabilities, leveraging the strategy I described.”
However Pleasurable, after struggling for six days with barely any sleep devoted to recharging batteries, not even my wonderful memories cover the thoughts I now harbor and better not put on paper. As regards the “HP Total Care” team, the next to last (18th Down) communication striving for a touch-down gives evidence of the sandman’s growing efforts.
I was even prevented by stubborn HP pop-up messages from creating this blog and was forced to flee to another computer to shout for help with my blog.
Let the email exchange with the “HP Total Care” team of 19 downs in search for a touch-down and the 34 screen shots give evidence of the humongous frustrations experienced (I even skipped playing tennis this past weekend).
OR shall I toss the HP DeskJet F4480 out the window?
The six-day ordeal began with my request for help to HP’s technical support on the eve of Thursday, November 19, 2009 (labeled 1st Down at the very deep bottom of this blog posting and repeated here):
I purchased the HP Deskjet F4480 (Ser. No. XXXXXXXXXXXXXX)
On October 2, 2009 and was printing that same day; no problem encountered
installing the print driver.
But I need to scan photos. Back to the CD and it’s been a frustrating day. Here
are samplings of the error messages encountered.
Cannot install this hardware. (Remember, the printer is working fine.)
Error occurred: Data error (cyclic redundancy check).
But installation continues from 1/9 to 2/8.
Then New Hardware Wizard again. Error occurred.
The I/O has been aborted because of either a thread exit or an application
request.
But installation continues from 2/8 to 8/8.
Then fatal error during installation.
Now I have the HP Solution Center.
It tells me: HP Deskjet F4400 series disconnected. (But printer is connected and
prints.)
That triggered a barrage of email back and forth for six days. Please scroll beyond the 35 screen dumps for the 19 email exchanges or click here.
If you have the courage to read all about this high technology adventure, you should begin with the 1st down as we are accustomed to observe in every football game. Of course, the last down – our saga presents 19 – brings the blood pressure excitement to 213/105.
Once you have read all, you will have the opportunity to ask, ”Will the average personal computer user, more specifically the HP customer, be able to follow these instructions?”
I postulate not to be the one and only HP customer and confess no longer to be qualified to render unshakeable factual performance reports and guidance-filled opinion reviews. Therefore, I let you know to qualify today as an ardent personal computer user who leans on his PC to reach the Internet community with his messages of facts and opinions.
The All-In-One concept of seducing one apparatus to print, scan, and copy (even throwing in the faxing ability) has been proven to work well and save the user money. Even the software to make it work faces no criticism. But now comes Hewlett-Packard with a new and grandiose idea of giving its customers All-In-One driver software that does all of these services for the end-user HP customer and more (the words “serving” and “capturing” come to mind) at a click of the mouse: (1) HP Deskjet F4400 All-In-One, (2) HP Imaging Device Function,(3) HP SmartWeb Printing, (4) HP Solution Center 12.0, and (5) HP Update. Would you call the last six days “my contribution to a noble cause?”
HERE IS THE RECORD OF THE EMAIL EXCHANGES IN CHRONOLOGICAL ORDER (MOST RECENT FIRST WITH THE 19TH DOWN AND BEGINNING WITH THE 1ST DOWN ON NOVEMBER 19 – STRIVING FOR A TOUCH-DOWN):
Screen dump 2
Screen dump 3
Screen dump 4
Screen dump 5
Screen dump 6
Screen dump 7
Screen dump 8
Screen dump 9
Screen dump 10
Screen dump 11
Screen dump 12
Screen dump 13
Screen dump 14
Screen dump 15
Screen dump 16
Screen dump 17
Screen dump 18
Screen dump 19
Screen dump 20
Screen dump 21
Screen dump 22
Screen dump 23
Screen dump 24
Screen dump 25
Screen dump 26
Screen dump 27
Screen dump 28
Screen dump 29
Screen dump 30
Screen dump 31
Screen dump 32
Screen dump 33
Screen dump 34
Screen dump 35 -- Let us not be lead into the dark forest.
19TH DOWN – November 24, 2009 12:16 pm
From:
leaio_support_en@mail.support.hp.com [mailto:leaio_support_en@mail.support.hp.com]
Sent: Tuesday, November 24, 2009 12:16 PM
To: HDinter@GrandLifestyle.com
Subject: RE: RE: RE: HP Deskjet F4480 All-in-One Printer e-mail support
Hello Heinz,
Thank you for contacting HP Total Care.
This is Harry B from the E-mail Support Team at HP E-mail Support.
This e-mail is a follow-up to your recent e-mail experience regarding HP All-in-one.
I am personally following up on your case, to verify if the issue with your all-in-one unit is resolved or not. As we have not heard from you since our last communication, this e-mail is to verify the status of the issue. If your issue has not been resolved, please respond to me with a detailed description of the steps you tried and the results. I will be glad to assist you further.
Sincerely,
Harry B
HP Total Care
Our advice is strictly limited to the question(s) asked and
is based on the information provided to us. HP does not assume any
responsibility or liability for the advice given and shall not be liable for any
direct, indirect, special, incidental or consequential damages in connection
with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our
Web site at
http://www.hp.com/support.
HP does not require you to send any financial data in your reply to this email.
As a prudent reminder, do not insert credit card details or other financial
information in any e-mail replies.
18TH DOWN – November 23, 2009 01:26 pm
From:
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Monday, November 23, 2009 1:26 PM
To: HDinter@GrandLifestyle.com
Subject: RE: RE: HP Deskjet F4480 All-in-One Printer e-mail support
Hello Heinz,
Thank you for contacting HP Total Care.
I am Harry B from HP total care email support team and it is a great pleasure to assist you.
I gather from your email that the issue persists, even after the steps given below. I apologize the inconvenience caused and I would assure you that I will definitely help you to resolve the issue at the earliest. I appreciate your patience and your valuable efforts to resolve the issue.
Heinz, I am sorry for the all the inconvenience caused and I do understand how it feels when things go wrong, even I would have felt the same.
Heinz, I would request you to perform the steps given below to resolve the issue.
Now I request you to completely uninstall the software and reinstall using the steps given below.
* Uninstall the HP All-In-One Software completely from your computer.
* Delete the Digital imaging folder from your computer.
* Install the HP All-In-One software on your computer.
Firstly I request you to download the Full feature software from the Website given below.
NOTE: Clicking the link may give an error indicating it is invalid. If this occurs, copy the portion of the address on the remaining line(s) and paste it at the end of the address showing in your browser until the complete address is displayed in the Address box.
1. Click on download only.
2. Save it to desktop.
Once the download is completed I request you to double click on the downloaded file and then wait until full software is extracted to your computer.
Once all the software is extracted to your computer you will receive an installation screen. Please cancel the installation and then follow the instructions given below.
== uninstall the software ===
Proceed with the steps given below:
1. Click on start.
2. Click on run type %temp%
3. Locate and open the folder that starts with 7z.
4. Double -Click on Util folder and then double-click on CCC folder
5. Double-click on uninstall_L3.bat.
This will do the Level 3 uninstallation of software.
6. Restart the computer.
=== Deleting the Digital Imaging folder (If present) ===
1. Click on My computer.
2. Click on Program files folder.
3. Click on HP (OR) Hewlett Packard folder.
4. Right click on Digital Imaging folder and delete the folder.
=== Install from downloaded software ===
1. Click on start.
2. Click on run type %temp%
3. Locate and open the folder that starts with 7z.
4. Locate ‘Setup.exe’ and double click on it.
5. Select Install on the window that displays, then click next through the next two screens that display.
6. The Automatically Check for Updates window will display:
7. Select No option on checks for updates through an Internet connection.
8. Select Custom/Advanced on the Installation Options screen and then click next.
9. On the Custom Installation screen, uncheck HP updates, HP customer participation program and HP supplies software from the list and click next.
10. Follow the onscreen instructions and complete the installation.
If the issue persists, please get back to us with the following information so that we can escalate this issue.
* Operating System with Service Pack if installed :
* Make of the computer:
* Processor Information:
* RAM Installed in the computer:
* Free Disc Space in"C" Drive:
* Serial Number of All-in-one :
* Connectivity of All-in-one:
Is there any Active Directory installed :
If you need further assistance, please reply to this message and we will be happy to assist you further.
For information on keeping your HP and Compaq products up and running, please
visit our Web site
at:
http://www.hp.com/go/totalcare
Sincerely,
Harry B
HP Total Care
***Do Not Delete Service Ticket Number***
{ticketno:[8031975001]}
***Do Not Delete Service Ticket Number***
Our advice is strictly limited to the question(s) asked and
is based on the information provided to us. HP does not assume any
responsibility or liability for the advice given and shall not be liable for any
direct, indirect, special, incidental or consequential damages in connection
with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our
Web site at
http://www.hp.com/support.
HP does not require you to sendany financial data in your reply to this email.
As a prudent reminder, do not insert credit card details or other financial
information in any e-mail replies.
17TH DOWN – November 23, 2009 11:24 pm
|
From: |
HDinter@GrandLifestyle.com |
|
To: |
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM |
|
CC: |
|
|
Sent: |
11/23/09 23:24:14 |
|
Subject: |
RE: HP Deskjet F4480 All-in-One Printer e-mail support |
Gerald T., you are NOT responsive to my last email. PLEASE DO, otherwise I shall contact the HP headquarters in Palo Alto myself.
You cannot expect me to devote my time any further to solving Hewlett-Packard’s problems.
Also, I am puzzled, Gerald T. It appears your employer is violating labor laws judging from your incredible working hours. Furthermore, how can someone work productively with your work schedule?
It appears I made a terrible mistake choosing the Hewlett-Packard All-In-One HP Deskjet F4480.
Mark Hurd said, “Ëverything we do must be for the customer.” Is everything you do for the customer? What about Hewlett-Packard’s goal of establishing HP as the world’s leading technology company? I once supported that goal.
Heinz Dinter, PhD •
Editor & Publisher
Grand Lifestyle Publisher™ •
Cyber Scam Alert™
PO Box 558250 •
Miami, Florida 33255 USA
305-600-4655 •
305-606-9626 (C) • HDinter (Skype) •
305-428-2751 (Fax)
HDinter@GrandLifestyle.com •
HDinter@CyberScamAlert.com
www.GrandLifestyle.com •
www.CyberScamAlert.com
16TH DOWN – November 23, 2009 11:56 am
From:
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Monday, November 23, 2009 11:56 AM
To: HDinter@GrandLifestyle.com
Subject: RE: HP Deskjet F4480 All-in-One Printer e-mail support
Hello Heinz,
Thank you for your reply to HP Total Care. I am Gerald T again from printer Email support team.
I gather from your e-mail that the issue persists even after performing the steps given in the previous e-mail.
I do apologize for the inconvenience you are facing with this issue. I will certainly do my best to troubleshoot this issue.
Heinz, I recommend you to visit the HP website given below to troubleshoot the issue and get back to us with the results. Instead of sending this document in a text format, I would like to refer our technical resource website, where this information is easier to read with graphics.
http://h10025.www1.hp.com/ewfrf/wc/document?docname=c00836418&cc=us&lc=en&dlc=en&product=3742086
NOTE: Clicking the link may give an error indicating it is invalid. If this occurs, copy the portion of the address on the remaining line(s) and paste it at the end of the address showing in your browser until the complete address is displayed in the Address box.
This should resolve the issue. If the issue persists, please reply to this message and we will be happy to assist you further.
For information on keeping your HP and Compaq products up and running, please
visit our Web site
at:
http://www.hp.com/go/totalcare
Have a great day.
Sincerely,
Gerald T,
HP Total Care.
***Do Not Delete Service Ticket Number***
{ticketno:[8031975001]}
***Do Not Delete Service Ticket Number***
Our advice is strictly limited to the question(s) asked and
is based on the information provided to us. HP does not assume any
responsibility or liability for the advice given and shall not be liable for any
direct, indirect, special, incidental or consequential damages in connection
with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our
Web site at
http://www.hp.com/support.
HP does not require you to send any financial data in your reply to this email.
As a prudent reminder, do not insert credit card details or other financial
information in any e-mail replies.
15TH DOWN – November 23, 2009 10:06 pm
|
From: |
HDinter@GrandLifestyle.com |
|
To: |
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM |
|
CC: |
|
|
Sent: |
11/23/09 22:06:17 |
|
Subject: |
RE: HP Deskjet F4480 All-in-One Printer e-mail support |
Good morning, Gerald T., HP Total Care
On Saturday, November 21, I continued following your instructions with Step 1 b) MDAC 2.8; then c); then d); then e); then d)Perform Windows Update; SP3 did not install.
Now Step 2: Install the All-In-One software.
N.B.: This software differs now – it is for the HP PSC 1610.
Furthermore, you make reference to a non-existing “3577722”.
The downloading and extracting went smoothly.
The installing commenced at approximately 9:00 pm on Saturday, November 21. It is now 11:25 am on Monday, November 23 – some 38 hours later – and the installation is still running with the Overall Progress being 34%. Please note the 8 attached screen dumps; the file creation dates provide additional information.
I continue to let the installation run until further instructions from you.
Please let me know the email address of Mr. Mark Hurd to be able to appeal to him for additional technical support to solve the problem that prevents the Hewlett-Packard All-In-One HP Deskjet F4480 from being able to carry out its scanning function.
Heinz Dinter, PhD •
Editor & Publisher
Grand Lifestyle Publisher™ •
Cyber Scam Alert™
PO Box 558250 •
Miami, Florida 33255 USA
305-600-4655 •
305-606-9626 (C) • HDinter (Skype) •
305-428-2751 (Fax)
HDinter@GrandLifestyle.com •
HDinter@CyberScamAlert.com
www.GrandLifestyle.com •
www.CyberScamAlert.com
14TH DOWN – November 22, 2009 01:31 pm
From:
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Sunday, November 22, 2009 1:31 PM
To: HDinter@GrandLifestyle.com
Subject: RE: RE: RE: RE: RE: RE: RE: RE: HP Deskjet F4480 All-in-One
Printer e-mail support
Dear Heinz,
This is Gerald T from HP Total Care. I am personally following up with you concerning your recent e-mail. We have not heard from you for a while and want to be sure your issue has been resolved. If your issue has not been resolved, please respond to us with a detailed description of the steps you tried and the results. We will be happy to assist you further.
Our goal for this program is to provide an efficient and helpful e-mail support experience, and so we would like to be sure that the issue has been completely resolved from your perspective.
If the issue persists, please reply to this e-mail for further diagnosis and assistance. When responding, please include a detailed message of the steps you tried. We will be glad to assist you further.
Also, we are committed to help you with any questions or issues you may have about your product.
For information on keeping your HP and Compaq products up and running, please visit our Web site at:
http://www.hp.com/go/totalcare
Thank you for choosing HP. Take care!
Sincerely,
Gerald T
HP Total Care
13TH DOWN – November 21, 2009 03:05 am
|
From: |
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM |
|
To: |
HDinter@GrandLifestyle.com |
|
CC: |
|
|
Sent: |
11/21/09 03:05:08 |
|
Subject: |
RE: RE: RE: RE: RE: RE: RE: HP Deskjet F4480 All-in-One Printer e-mail support |
Hello Heinz,
Thank you for writing back to HP Total Care.
I understand how frustrating and inconvenient it can be and apologize for all the inconvenience that has been caused to you regarding this issue.
Heinz, this issue might occur due to conflict between the operating system and the HP software. Therefore in order to resolve the issue, I request you to perform all the steps stated in the previous email and get back to us with the results. I am sure that we will be able to resolve this issue
If you need furtherassistance, please reply to this message and we will be happy to assist you further.
For information on keeping your HP and Compaq products up and running, please
visit our Web site at:
http://www.hp.com/go/totalcare
Sincerely,
Gerald T
HP Total Care
***Do Not Delete Service Ticket Number***
{ticketno:[8031975001]}
***Do Not Delete Service Ticket Number***
Our advice is strictly limited to the question(s) asked and
is based on the information provided to us. HP does not assume any
responsibility or liability for the advice given and shall not be liable for any
direct, indirect, special, incidental or consequential damages in connection
with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our
Web site at
http://www.hp.com/support.
HP does not require you to sendany financial data in your reply to this email.
As a prudent reminder, do not insert credit card details or other financial
information in any e-mail replies.
12TH DOWN – November 21, 2009 02:40 am
|
From: |
HDinter@GrandLifestyle.com |
|
To: |
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM |
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CC: |
|
|
Sent: |
11/21/09 02:40:42 |
|
Subject: |
RE: RE: RE: RE: RE: RE: HP Deskjet F4480 All-in-One Printer e-mail support |
Good afternoon, Gerald T.
Following your latest email (11-20-09, 12:39 PM), I have completed Step 1, Installation Instructions 6. Click YES to restart your computer.
I have now spent more than 30 hours trying to install the HP Deskjet F4480 and only see a long list of “steps” ahead. Is that what it takes to make a Hewlett-Packard product operational?
Where do we go from here? I already blew one editorial deadline today.
Please advise.
Heinz Dinter, PhD •
Editor & Publisher
Grand Lifestyle Publisher™ •
Cyber Scam Alert™
PO Box 558250 •
Miami, Florida 33255 USA
305-600-4655 •
305-606-9626 (C) • HDinter (Skype) •
305-428-2751 (Fax)
HDinter@GrandLifestyle.com •
HDinter@CyberScamAlert.com
www.GrandLifestyle.com •
www.CyberScamAlert.com
11TH DOWN – November 20, 2009 12:39 pm
From:
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Friday, November 20, 2009 12:39 PM
To: HDinter@GrandLifestyle.com
Subject: RE: RE: RE: RE: RE: RE: HP Deskjet F4480 All-in-One Printer
e-mail support
Hi Heinz,
Thank you for getting back to us. I am glad to assist you further.
I appreciate your efforts that you have performed in troubleshooting the issue.
I regret to note that the issue remains unresolved even after performing the
recommended steps. I apologize for the inconvenience caused.
Heinz, I realize how frustrating and inconvenient it can be and I thank you for
getting back to us with the exact error message. I assure you my best efforts in
resolving the issue.
This issue may occur due to the internal software conflicts between the All-in-One software and the Operating System.
Heinz, please perform the steps given below to resolve the issue:
===== Download and install the Access Denied patch =====
Please follow the weblink given below to download and install the Access Denied patch:
http://h10025.www1.hp.com/ewfrf/wc/genericSoftwareDownloadIndex?lc=en&cc=us&softwareitem=oj-24444-2
Download the file "AccessDeniedUtility_1_3_4.exe" and then double-click the file to run it.
Now, check the functionality try to install the All-in-One software. If the issue persists, please perform the steps given below:
Step 1: ===== Install the Microsoft Updates =====
Please follow the steps given below to download and install the Microsoft Updates:
a) Download & Install Windows Script Engine
Please visit the following URL to download Windows Script Engine:
http://www.microsoft.com/downloads/details.aspx?FamilyID=c717d943-7e4b-4622-86eb-95a22b832caa&displaylang=en
Installation instructions:
1. On the File Download window, click Save. The file will download to your
desktop.
2. On the desktop, double-click scripten.exe.
3. Click Yes.
4. On the Licensing Agreement window, click Yes. The Script Engine will now
install.
5. Click OK.
6. Click Yes to restart your computer.
b) MDAC 2.8 (If the computer reports a compatibility error, just cancels out and proceed to the next update. This just means that SP2 is installed.)
Download and install MDAC 2.8 from the following URL:
c) MSXML 4.0 SP2 (Core System services)
Download and install MSXML 4.0 SP2 (Core System services) from the following URL:
You need to download the file msxml.msi.
d) Java Virtual Machine (JVM) Build 3810
Download and install Java Virtual Machine (JVM) Build 3810 from the following URL:
e) Microsoft .NET Framework Version 2.0 Redistributable Package (x86)
Download and install Microsoft .NET Framework Version 2.0 Redistributable Package (x86) from the following URL:
d) Perform Windows Update
Click Start--> All Programs--> Windows Update
e) Disable if you have any MSN, Yahoo messenger.
Step 2: ===== Install the All-in-One software =====
===== Install the HP All-in-One Printer Sofwtare =====
Follow the below web link to install the All-in-One software:
NOTE: Copy the URL starting from "http" till "3577722" and paste in the address box of the browser, then press Enter Key.
Download instructions:
=-=-=-=-=-=-=-=-=-=-=
1. Copy and paste the above web link on the Internet Explorer and press Enter
2. Click on Download Only button on the web site
3. Click on Save and save the file on to your computer
4. Double-click on the downloaded file and follow the onscreen instructions.
Now, check the functionality. I am sure, the above steps will help to install Software sucessfully. If the issue persists, please reply to this E-mail with the results and the observations to assist you further.
I believe this information will help you to resolve the issue. However, if the issue persists or if you find any difficulty in troubleshooting, please reply to this message with the results. I will be happy to assist you further.
We appreciate you giving us the opportunity to provide you with superior customer service. I wish to take this opportunity to thank you for being one of our most valuable customers.
Have a Nice Day.
Sincerely,
Gerald T
HP Total Care.
***Do Not Delete Service Ticket Number***
{ticketno:[8031975001]}
***Do Not Delete Service Ticket Number***
Our advice is strictly limited to the question(s) asked and
is based on the information provided to us. HP does not assume any
responsibility or liability for the advice given and shall not be liable for any
direct, indirect, special, incidental or consequential damages in connection
with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our
Web site at
http://www.hp.com/support.
HP does not require you to send any financial data in your reply to this email.
As a prudent reminder, do not insert credit card details or other financial
information in any e-mail replies.
10TH DOWN – November 20, 2009 10:47 pm
|
From: |
HDinter@GrandLifestyle.com |
|
To: |
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM |
|
CC: |
|
|
Sent: |
11/20/09 22:47:01 |
|
Subject: |
RE: RE: RE: RE: RE: HP Deskjet F4480 All-in-One Printer e-mail support |
I am sorry, Gerald, but the installation failed with the same results as reported by me on 11-20-09 at 02:15:53.
What now?
My problem is the “editorial deadline.”
Heinz Dinter, PhD •
Editor & Publisher
Grand Lifestyle Publisher™ •
Cyber Scam Alert™
PO Box 558250 •
Miami, Florida 33255 USA
305-600-4655 •
305-606-9626 (C) • HDinter (Skype) •
305-428-2751 (Fax)
HDinter@GrandLifestyle.com •
HDinter@CyberScamAlert.com
www.GrandLifestyle.com •
www.CyberScamAlert.com
9TH DOWN – November 20, 2009 11:36 am
From:
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Friday, November 20, 2009 11:36 AM
To: HDinter@GrandLifestyle.com
Subject: RE: RE: RE: RE: RE: HP Deskjet F4480 All-in-One Printer e-mail
support
Hello Heinz,
Thank you for writing back to HP Total Care.
I am Gerald from HP All-in-One E-mail Technical Support Team.
I appreciate all your efforts to try and resolve the issue. Please follow the instructions according to your convenience and get back to us with the results.
If you need further assistance, please reply to this message and we will be happy to assist you further.
For information on keeping your HP and Compaq products up and running, please
visit our Web site at:
http://www.hp.com/go/totalcare
Sincerely,
Gerald T
HP Total Care
***Do Not Delete Service Ticket Number***
{ticketno:[8031975001]}
***Do Not Delete Service Ticket Number***
Our advice is strictly limited to the question(s) asked and
is based on the information provided to us. HP does not assume any
responsibility or liability for the advice given and shall not be liable for any
direct, indirect, special, incidental or consequential damages in connection
with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our
Web site at
http://www.hp.com/support.
HP does not require you to send any financial data in your reply to this email.
As a prudent reminder, do not insert credit card details or other financial
information in any e-mail replies.
8TH DOWN – November 20, 2009 09:58 pm
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From: |
HDinter@GrandLifestyle.com |
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To: |
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM |
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CC: |
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Sent: |
11/20/09 21:58:15 |
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Subject: |
RE: RE: RE: RE: HP Deskjet F4480 All-in-One Printer e-mail support |
Gerald, I am just getting ready to install as per your email yesterday. I’ll be in touch as soon as the installation is completed.
Heinz Dinter, PhD •
Editor & Publisher
Grand Lifestyle Publisher™ •
Cyber Scam Alert™
PO Box 558250 •
Miami, Florida 33255 USA
305-600-4655 •
305-606-9626 (C) • HDinter (Skype) •
305-428-2751 (Fax)
HDinter@GrandLifestyle.com •
HDinter@CyberScamAlert.com
www.GrandLifestyle.com •
www.CyberScamAlert.com
7TH DOWN – November 20, 2009 11:12 am
From:
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Friday, November 20, 2009 11:12 AM
To: HDinter@GrandLifestyle.com
Subject: RE: RE: RE: RE: HP Deskjet F4480 All-in-One Printer e-mail
support
Hi Heinz,
This e-mail is a follow up to your recent e-mail experience regarding your HP Product.
This is to verify if the issue with your printer is resolved or not. As we have not heard from you since our last communication, this e-mail is to verify the status of the issue. If your issue has not been resolved, please respond to us with a detailed description of the steps you tried and the status of the issue. We will be glad to assist you further.
Our goal for this program is to provide an efficient and helpful e-mail support experience, and so we would like to be sure that the issue has been completely resolved from your perspective.
If you have further questions, please reply to this message and we will be happy to help you.
For information on keeping your HP and Compaq products up and running, please visit our Web site at:
http://www.hp.com/go/totalcare
Thank you for choosing HP. Take care!
Sincerely,
Gerald T.
HP Total Care
6TH DOWN – November 20, 2009 06:19 am
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From: |
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM |
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To: |
HDinter@GrandLifestyle.com |
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CC: |
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Sent: |
11/20/09 06:19:51 |
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Subject: |
RE: RE: RE: HP Deskjet F4480 All-in-One Printer e-mail support |
Hello Heinz,
Thank you for writing back to HP Total Care.
I am Gerald from HP All-in-One E-mail Technical Support Team.
I understand from your email that you want to know why ''Found New Hardware wizard'' comes during installation through CD but not through download.
Heinz, I would like to inform you that there might be some drivers missing on the CD or the reason might be when you were using the CD the drivers were not configured & when you used the download it was already configured.
I request you to perform the steps provided in the previous email according to your convenience and get back to us with the results.
If you need further assistance, please reply to this message and we will be happy to assist you further.
For information on keeping your HP and Compaq products up and running, please
visit our Web site at:
http://www.hp.com/go/totalcare
Sincerely,
Gerald T
HP Total Care
***Do Not Delete Service Ticket Number***
{ticketno:[8031975001]}
***Do Not Delete Service Ticket Number***
Our advice is strictly limited to the question(s) asked and
is based on the information provided to us. HP does not assume any
responsibility or liability for the advice given and shall not be liable for any
direct, indirect, special, incidental or consequential damages in connection
with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our
Web site at
http://www.hp.com/support.
HP does not require you to send any financial data in your reply to this email.
As a prudent reminder, do not insert credit card details or other financial
information in any e-mail replies.
5TH DOWN – November 20, 2009 05:53 am
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From: |
HDinter@GrandLifestyle.com |
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To: |
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM |
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CC: |
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Sent: |
11/20/09 05:51:31 |
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Subject: |
RE: RE: HP Deskjet F4480 All-in-One Printer e-mail support |
Good evening, Gerald T.
I shall attend to your suggestions tomorrow morning – I am hailed for dinner.
In the meantime, let me bring this oddity to your attention:
Why does the “Found New Hardware Wizard” get involved in the software installation when I attempt to install from the CD, but no such intrusion into the HP installation process takes place when I use the download procedure suggested by you?
Heinz Dinter, PhD •
Editor & Publisher
Grand Lifestyle Publisher™ •
Cyber Scam Alert™
PO Box 558250 •
Miami, Florida 33255 USA
305-600-4655 •
305-606-9626 (C) • HDinter (Skype) •
305-428-2751 (Fax)
HDinter@GrandLifestyle.com •
HDinter@CyberScamAlert.com
www.GrandLifestyle.com •
www.CyberScamAlert.com
4TH DOWN – November 19, 2009 04:03 pm
From:
AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:AIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Thursday, November 19, 2009 4:03 PM
To: HDinter@GrandLifestyle.com
Subject: RE: RE: HP Deskjet F4480 All-in-One Printer e-mail support
Hello Heinz,
Thank you for the reply.
I appreciate your efforts that you have performed in troubleshooting the issue.
I regret to note that the issue remains unresolved even after performing the
recommended steps. I apologize for the inconvenience caused.
At this moment, I understand from your E-mail that you are unable to install the
All-in-One software. I regret for the inconvenience caused.
To isolate the issue, I request you to perform the steps provided below:
Entering Safe Mode when starting the computer
=================================
Safemode is a diagnostic mode that allows you to use Windows with only the most
basic drivers loaded. No extra software is opened automatically with Windows
making troubleshooting software and driver problems easier.
NOTE: Windows XP Safe Mode will probably not look as good as normal as the Windows display uses a low graphics mode (VGA at 16 colors).
Use the following steps to start Windows XP in Safe Mode when the computer is already off:
1. Turn on the computer.
2. Press the F8 key repeatedly when the first screen appears.
3. From the Windows Advanced Options Menu, select Safe Mode and press ENTER
4. When the Windows XP desktop appears, Safe Mode is displayed in the four
corners of the screen and the desktop will probably look much worse due to the
reduced colors.
5. Click Administrator and enter the password (if applicable).
Now, I request you to uninstall the All-in-One software and restart the computer normally.
Register the Windows Installer Service
==========================
Follow these steps to reset the registry settings and options for the Windows
installer.
1. Click Start, and then click Run. The Run dialog box opens.
2. In the Open box, type msiexec / unreg, and then click OK.
3. Click Start, and then click Run.
4. In the Open box, type msiexec / regserver, and then click OK.
Delete all temporary files on the computer
===============================
1. On the Windows taskbar, click Start , click Run . The Run dialog box opens.
2. In the Open box, type %temp% and then press Enter.
3. Click Edit, and then click Select All .
4. Under File and Folder Tasks, click Delete the selected items.
CAUTION: An 'Access is denied ' error might occur. If so, click to close the error message, and then continue deleting the remaining files
Now, I request you to install the All-in-One software using the downloaded software from the previous E-mail and check the printer functionality.
I believe this information will help you to resolve the issue. However, if the issue persists or if you find any difficulty in troubleshooting, please reply to this E-mail with the results. I will be happy to assist you further.
We appreciate you giving us the opportunity to provide you with superior customer service. I wish to take this opportunity to thank you for being one of our most valuable customers.
For information on keeping your HP and Compaq products up and running, please
visit our Web site
at:
http://www.hp.com/go/totalcare
Have a nice day.
Sincerely,
Gerald T
HP Total Care.
***Do Not Delete Service Ticket Number***
{ticketno:[8031975001]}
***Do Not Delete Service Ticket Number***
Our advice is strictly limited tothe question(s) asked and
is based on the information provided to us. HP does not assume any
responsibility or liability for the advice given and shall not be liable for any
direct, indirect, special, incidental or consequential damages in connection
with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our
Web site at
http://www.hp.com/support.
HP does not require you to send any financial data in your reply to this email.
As a prudent reminder, do not insert credit card details or other financial
information in any e-mail replies.
3RD DOWN – November 20, 2009 02:15 am
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From: |
HDinter@GrandLifestyle.com |
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To: |
LEAIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM |
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CC: |
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Sent: |
11/20/09 02:15:53 |
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Subject: |
RE: HP Deskjet F4480 All-in-One Printer e-mail support |
Thank you, Gerald T., for responding to my cry for help.
By the way, before I contacted HP I tried the installation from the CD twice.
Then I followed your instructions with the following results:
Following your “Disconnect” suggestion did not resolve the problem.
I then Uninstalled and reinstalled following the procedure and linkage in your email.
The reinstallation resulted in the following errors:
“Error performing inpage operation” during “installing software …”
Moments later the following appeared:
The installation was not successful
The installer is gathering installation failure information. This may take a moment.
Analyzing installation error logs ….
Gathering installation error logs ….
Installed log gathering is complete
Please click Continue to proceed.
Submit error report.
Remove unsuccessful software installed
Restart.
Please note: I repeated the installation as per your email and experienced the same failure.
I nor have the HP software uninstalled.
Please note: I require the following 3 functions: print, scan, and copy.
Perhaps it is possible to install these 3 functions only and thereby avoid the problem.
Many thanks for your help.
Heinz Dinter, PhD •
Editor & Publisher
Grand Lifestyle Publisher™ •
Cyber Scam Alert™
PO Box 558250 •
Miami, Florida 33255 USA
305-600-4655 •
305-606-9626 (C) • HDinter (Skype) •
305-428-2751 (Fax)
HDinter@GrandLifestyle.com •
HDinter@CyberScamAlert.com
www.GrandLifestyle.com •
www.CyberScamAlert.com
2ND DOWN – November 18, 2009 11:46 pm
From:
LEAIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM [mailto:LEAIO_SUPPORT_EN@MAIL.SUPPORT.HP.COM]
Sent: Wednesday, November 18, 2009 11:46 PM
To: hdinter@grandlifestyle.com
Subject: RE: HP Deskjet F4480 All-in-One Printer e-mail support
Hello Heinz,
Thank you for contacting HP Total Care.
We value you as a HP customer and assure you the best of our services at all
times.
I am Gerald T from the HP All-in-one E-mail Support team.
I understand your concern in this regard and assure you the best effort in
resolving this issue to your satisfaction.
Heinz, I understand from your e-mail that you are facing an issue with error message “Printer disconnected” and “Fatal error” with your HP Deskjet F4480 All-in-One Printer.
I request you to follow the steps mentioned in the web link given below to resolve the issue with the status message “Disconnected”.
http://h10025.www1.hp.com/ewfrf/wc/document?docname=buu01859&cc=us&lc=en&dlc=en
NOTE: Clicking on the link may give an error indicating that the link is invalid. If this occurs, copy the complete link and paste it in the address bar and press Enter.
If the issue persists, I request you to uninstall and reinstall the printer software to resolve the issue. I request you to follow the steps mentioned in the web link given below to uninstall the printer software from your computer.
http://h10025.www1.hp.com/ewfrf/wc/document?docname=c01820698&cc=us&lc=en&dlc=en&product=3742086
Now, I request you to download and install the HP full feature software and drivers from the web link given below.
Installation Instructions
Installation Instructions for Windows XP/2000
Internet Explorer:
1. Click the Download only button.
2. When a new pop-up window appears, click on the Run button.
Note: Depending on your connection speed, the file will take some time to
transfer to your computer.
3. If another pop-up window appears, click the Run button again.
Note: The file is compressed and may take time to extract and run.
4. Follow the on-screen instructions.
Firefox:
1. Click the Download only button.
2. When a new pop-up window appears, click on the Save File button.
Note: Depending on your connection speed, the file will take some time to
transfer to your computer.
3. When the download completes, double-click the most recent file to start the
software installation
4. If an "Open Executable File?" pop-up window appears, click the OK button.
Note: The file is compressed and may take time to extract and run.
5. Follow the on-screen instructions.
If the issue persists, I request you to get back to us with the exact error message that you are getting.
I request you to perform the above mentioned steps and get back to us with the results to ensure the issue is resolved.
If you need further assistance, please reply to this message and we will be happy to assist you further.
For information on keeping your HP and Compaq products up
and running, please visit our Web site
at:
http://www.hp.com/go/totalcare
Our advice is strictly limited to the question(s) asked and is based on the
information provided to us. HP does not assume any responsibility or liability
for the advice given and shall not be liable for any direct, indirect, special,
incidental or consequential damages in connection with the use of this
information. Always back up your data.
For more information, including technical information updates, please visit our
Web site at
http://www.hp.com/support.
HP does not require you to send any financial data in your reply to this email.
As a prudent reminder, do not insert credit card details or other financial
information in any e-mail replies.
1ST DOWN – November 19, 2009 05:53 pm
|
From: |
hdinter@grandlifestyle.com |
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To: |
HP Support |
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CC: |
|
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Sent: |
11/19/09 05:53:13 |
|
Subject: |
HP Deskjet F4480 All-in-One Printer e-mail support |
hp e-mail support
Webform submittal date/time : 19 November 2009 00:23:14 UTC
language_code : en
language : English
Country of Residence : United States
product_line : 2N
product_oid : 3742086
product_name : HP Deskjet F4480 All-in-One Printer
part_number : CB745B,CB745A
purchase month : 10
purchase year : 2009
problem area : installation and setup
serial number : XXXXXXXXXXXXXX
operating system : Microsoft Windows XP Professional
How is your product connected to your PC? : USB Cable
error message : See below
problem description : I purchased the HP Deskjet F4480 (Ser. No. CN96HBQ1QS05CS)
On October 2, 2009 and was printing that same day; no problem encountered
installing the print driver.
But I need to scan photos. Back to the CD and it’sbeen a frustrating day. Here
are samplings of the error messages encountered.
Cannot install this hardware. (Remember, the printer is working fine.)
Error occurred: Data error (cyclic redundancy check).
But installation continues from 1/9 to 2/8.
Then New Hardware Wizard again. Error occurred.
The I/O has been aborted because of either a thread exit or an application
request.
But installation continues from 2/8 to 8/8.
Then fatal error during installation.
Now I have the HP Solution Center.
Ittells me: HP Deskjet F4400 series disconnected. (But printer is connected and
prints.)
tech skill : Advanced
first name : Heinz
last name : Dinter
phone : 305-600-4655
email : hdinter@grandlifestyle.com
form url : https://h10025.www1.hp.com/ewfrf/wc/email?product=3742086&lc=en&cc=us&dlc=en&lang=en&cc=us
form country : United States