Welch Company
San Francisco, CA


S U M M A R Y


DIARY: December 27, 2010 07:18 AM Monday; Rod Welch

C17 configure HP Photosmart C4700 printer like c16 setup.

1...Summary/Objective
2...Work Plan


..............
Click here to comment!

CONTACTS 

SUBJECTS
HP Printer Wireless Setup Failed Photosmart C4780 Part Q8380A#ABA Se

2903 -
2903 -    ..
2904 - Summary/Objective
2905 -
290501 - Follow up ref SDS 3 0000, ref SDS 2 0000.
290502 -
290503 -
290504 -
290505 -            [On 110102 2255 received unsolicited notice that download
290506 -            available to configure printer. ref SDS 5 0R7N  Obtained
290507 -            download and installed software, which ran successfully to
290508 -            completion, ref SDS 5 0R97 so now wireless printing with
290509 -            OCR can be performed on c17. ref SDS 5 IH4J
290510 -
290511 -
290512 -
290514 -  ..
2906 -
2907 -
2908 - Progress
2909 -
290901 - HP helped setup the HP Photosmart C4780 all in one printer using
290902 - wireless connection to Windows XP on c16, reported on 101217 1406.
290903 - ref SDS 3 0001
290905 -                        ..
290906 -                       800 474 6836
290908 -  ..
290909 - Background is reported in the same record the same record. ref SDS 3
290910 - Y65H
290912 -  ..
290913 - Steps for printer setup on c16 with Windows XP OS are listed on 101217
290914 - 1406. ref SDS 3 0137
290916 -  ..
290917 - Work Plan
290918 -
290919 -
290920 -    1.  Printer device drivers copy from c16 to c17. 101217 1406,
290921 -        ref SDS 3 G56M  Copied...
290922 -
290923 -        \\c16\g:\00\hpphotosmartc4700............ c17\g:\00\hpphotosmartc4700
290924 -        \\c16\g:\iris............................ c17\g:\00\iris
290926 -         ..
290927 -    2.  Install...
290928 -
290929 -                      0jj4600_Full_14.exe
290931 -         ..
290932 -        May have made a mistake and installed USB connection setup,
290933 -        based on prior experience that indicated this required first,
290934 -        then wireless is setup by disconnecting USB cable.
290936 -         ..
290937 -        If this fails will uninstall, and start over.
290938 -
290939 -            [...below on 101227 0718 at 1230 HP technician trying to
290940 -            correct setup problems running HP Solutions Center
290941 -            software, seemed not to uninstall the initial effort this
290942 -            morning, before reinstalling the HP software again.
290943 -            ref SDS 0 LL3F
290945 -             ..
290946 -            [On 101228 0944 Pat onsite HP Technician with many years
290947 -            experience disclosed that HP printer software can be very
290948 -            problematic accomplising setup; and, that correcting
290949 -            failures and problems requires first running "uninstall"
290950 -            software to remove initial failed installation code, before
290951 -            attempting another reinstallation, and failure to do this
290952 -            step can only be solved by formatting the partition and
290953 -            resinstalling the Widows operating system. ref SDS 4 V49M
290955 -             ..
290956 -         ..
290957 -    3.  HP - Officejet All-in-one series installing 11 elements.
290959 -         ..
290960 -    4.  Running HP's wireless setup software returns an error message
290961 -        that says the printer cannot be found on the network.
290963 -         ..
290964 -    5.  Curiously, however, can print with either cable or wireless
290965 -        connection.
290967 -         ..
290968 -        Printed several pages using print in the file menu.
290970 -         ..
290971 -    6.  Cannot scan anything, because HP's "Solution Center" control
290972 -        program fails to install.  The setup program gets to a point
290973 -        where a green signal passes continuously across the screen.
290974 -        The only way to close the process is with the Task Manager.
290975 -        There is an icon on the desktop, but it fails to open the
290976 -        Solution Center.
290977 -
290978 -            [...on 101227 0718 at 1221 HP printer technical support had
290979 -            the same problem for over 2 hours. ref SDS 0 OU66
290981 -             ..
290982 -            [On 110102 2255 received unsolicited notice that download
290983 -            available to configure printer. ref SDS 5 0R7N  Obtained
290984 -            download and installed software, which ran successfully to
290985 -            completion, ref SDS 5 0R97 so now wireless printing with
290986 -            OCR can be performed on c17. ref SDS 5 IH4J
290987 -
290988 -
290989 -
290991 -  ..
2910 -
2911 -
2912 - 1205
2913 -
291301 - Talked to Linda.
291302 -
291303 - She transferred the call.
291304 -
291306 -  ..
2914 -
2915 -
2916 - 1221
2917 -
291701 - Talked to Robby.
291702 -
291703 - Gave Robby case number reported on 101215 1150, ref SDS 2 7U3I, and
291704 - used for Technical Support on 101217 1406. ref SDS 3 JF5O
291706 -  ..
291707 - Printer model and serial number are located at 101213 1325.
291708 - ref SDS 1 Y65H
291710 -  ..
291711 - Robby issued a new...
291713 -         ..
291714 -        Case Number................................. 1170367103
291716 -  ..
291717 - He took control of c17 using remote access, like Anket did on 101217
291718 - 1406, ref SDS 3 KF6I, beginning with a call in the web browser...
291719 -
291720 -                  http://www.hp.com/go/instant
291722 -  ..
291723 - Robby tried installing the software driver for the HP Solution Center,
291724 - per above, ref SDS 0 LH6N, but got same result with a green signal
291725 - passing continuously across the screen, that occurred earlier this
291726 - morning, per above. ref SDS 0 YN9Q  Not sure, but seemed like he did
291727 - not uninstall the initial installation tried this morning, before
291728 - calling HP, per above. ref SDS 0 LH6N
291729 -
291730 -            [...below on 101227 0718 at 1440 after Robby's call was
291731 -            somehow dropped, and he did not call back, called HP;
291732 -            Vijeta took time to uninstall HP device drivers for HP
291733 -            Solution Center, before attempting to do a reinstall,
291734 -            ref SDS 0 S663; this was still not successful setting HP
291735 -            Solution Center to scan and make copies, so Vijeta
291736 -            escalated the case to higher level support. ref SDS 0 S69E
291738 -             ..
291739 -            [On 101228 0944 Pat onsite HP Technician with many years
291740 -            experience disclosed that HP printer software can be very
291741 -            problematic accomplising setup; and, that correcting
291742 -            failures and problems requires first running "uninstall"
291743 -            software to remove initial failed installation code, before
291744 -            attempting another reinstallation, and failure to do this
291745 -            step can only be solved by formatting the partition and
291746 -            resinstalling the Widows operating system. ref SDS 4 V49M
291748 -  ..
291749 - Robby worked for another 2 hours and could not resolve the problem.
291750 -
291751 -            [On 110102 2255 received unsolicited notice that download
291752 -            available to configure printer. ref SDS 5 0R7N  Obtained
291753 -            download and installed software, which ran successfully to
291754 -            completion, ref SDS 5 0R97 so now have wireless printing on
291755 -            c17 with OCR capability. ref SDS 5 IH4J
291757 -  ..
291758 - Robby removed the HP Solutions Center software and installed it 3 or 4
291759 - times, ref SDS 0 LH6N, but could not get the software to recognize the
291760 - printer on the using either the USB cable connection nor wireless
291761 - network services.
291762 -
291764 -  ..
2918 -
2919 -
2920 - 1437
2921 -
292101 - Suddenly Robby dropped the telephone line, and seems to have ended
292102 - the work session.
292103 -
292105 -  ..
2922 -
2923 -
2924 - 1440
2925 -
292501 - Waited for Robby to call back.
292503 -  ..
292504 - Called HP again.
292505 -
292506 -                       800 474 6836
292508 -  ..
292509 - Talked to AJ
292511 -  ..
292512 - He transferred the call to the HP Technical Support Department for
292513 - printers.
292515 -  ..
292516 - Talked to Vijeta.
292518 -  ..
292519 - Asked to speak with Robby for applying the 2.5 hours of experience
292520 - gained from the prior work session, per above. ref SDS 0 P55V
292522 -  ..
292523 - Vijeta feels she can solve the problem.  She said that Robby's notes
292524 - for the prior call say the problem is to configure wireless printing.
292526 -  ..
292527 - Explained this has already been done, per the record above.
292528 - ref SDS 0 PC97
292530 -  ..
292531 - The only problem is setting up HP Solution Center to make copies and
292532 - OCR scans of printed documents.
292534 -  ..
292535 - Vijeta used the HP website for setting up a remote support
292536 - connection...
292537 -
292538 -             http://www.hp.com/go/instant
292540 -  ..
292541 - This took several tries, because when Robby ended the prior support
292542 - remote connection it was not properly shut down, so each time the
292543 - program was run for Vigeta's work session, there was an error message
292544 - saying a session was alrady running.
292546 -  ..
292547 - Vigeta eventually was able close down the prior version; seemed like
292548 - she ended a "process" listed in the Task Manager.
292550 -  ..
292551 - Once online, Vijeta asked for the source of the HP printer setup
292552 - software that Robby was configureing for the HP Solutions Center.
292554 -  ..
292555 - Assisted Vijeta locate...
292556 -
292557 -                      0jj4600_Full_14.exe
292559 -  ..
292560 - Vijeta then spent another few hours repeatedly trying to configure the
292561 - HP Control Center on c17.  She spent considerable time removing files
292562 - from the prior 3 or 4 installations tried by Robby.  This was time
292563 - well spent to avoid corruption of the setup process, which seemed to
292564 - have been omitted this morning, when Robby was providing support, per
292565 - above. ref SDS 0 LL3F
292566 -
292567 -            [On 101228 0944 Pat onsite HP Technician with many years
292568 -            experience disclosed that HP printer software can be very
292569 -            problematic accomplising setup; and, that correcting
292570 -            failures and problems requires first running "uninstall"
292571 -            software to remove initial failed installation code, before
292572 -            attempting another reinstallation, and failure to do this
292573 -            step can only be solved by formatting the partition and
292574 -            resinstalling the Widows operating system. ref SDS 4 V49M
292576 -             ..
292577 -            [On 110102 2255 received unsolicited notice that download
292578 -            available to configure printer. ref SDS 5 0R7N  Obtained
292579 -            download and installed software, which ran successfully to
292580 -            completion, ref SDS 5 0R97 so now have wireless printing on
292581 -            c17 with OCR capability. ref SDS 5 IH4J
292583 -  ..
292584 - Ultimately, Vijeta made at least 2 installations.  They all ended the
292585 - same way with the HP software saying the printer is not recognized,
292586 - and so could not be configured.
292588 -  ..
292589 - There was consideration that the printer USB cable might be
292590 - defective, so we tried switching to a cable that was being used for
292591 - the external backup drive.  This did not solve the problem.
292593 -  ..
292594 - Vijeta considered that the USB port might be defective either on the
292595 - cable, or the port on the printer.
292597 -  ..
292598 - We reviewed the record showing the USB port on the computer has been
292599 - used by the keyboard for the past 2 weeks.  The printer was connected
292600 - to c16 last week, and was configured and printed.
292602 -  ..
292603 - Additionally, printed documents this morning connected with the USB
292604 - cable, and in wireless mode, per above. ref SDS 0 PC97
292605 -
292606 -
292608 -  ..
2927 -
2928 -
2929 - 1621
2930 -
293001 - Vijeta said the case is more difficult than expected.  She decied to
293002 - end the session and present the case to a higher level of support.
293004 -  ..
293005 - Vijeta will write up her memory of the work performed during the call
293006 - today.
293008 -  ..
293009 - Requested a letter from HP transmitting the record of work performed
293010 - and understanding of the problem.
293011 -
293012 -            [On 101228 0944 Pat onsite HP Technician with many years
293013 -            experience disclosed that HP printer software can be very
293014 -            problematic accomplising setup; and, that correcting
293015 -            failures and problems requires first running "uninstall"
293016 -            software to remove initial failed installation code, before
293017 -            attempting another reinstallation, and failure to do this
293018 -            step can only be solved by formatting the partition and
293019 -            resinstalling the Widows operating system. ref SDS 4 V49M
293021 -             ..
293022 -            [On 110102 2255 received unsolicited notice that download
293023 -            available to configure printer. ref SDS 5 0R7N  Obtained
293024 -            download and installed software, which ran successfully to
293025 -            completion, ref SDS 5 0R97 so now wireless printing with
293026 -            OCR can be performed on c17. ref SDS 5 IH4J
293027 -
293028 -
293029 -
293030 -
293031 -
293032 -
293033 -
293034 -
293035 -
2931 -