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HP Scanjet Products - Software Installation Stops at 96%

Issue

While installing the product software on a computer, the Install window locks up (stalls) and stops with 96% of the software installation complete. The Install window eventually disappears. When this happens, the Scan function does not work from HP Solution Center or HP Director. It may also cause only two icons to be displayed in the HP Director or Solution Center. When this happens, the Digital Imaging Monitor does not run in the Task Bar.

NOTE: Verify the hardware functionality of the device by making a copy (all-in-one devices) or printing a self test page. Refer to the product documentation or the user guide to accomplish this.

Solution

Listed below are several possible solutions to this issue. Start with the first solution, and if that does not resolve the issue, proceed to the next solution. You might not need to try every solution.

Solution one: Reboot the computer

  1. Click Start.

  2. Click Shut down and then click Restart to restart the computer.

  3. If there is a message stating that HP Software installation is running, restart the computer by pressing the power button on the computer to turn it off and then back on.

The installation will continue from the 96% and the Web Registration screen will display. If the installation does not continue, proceed to the next solution.

Solution two: Reset the device

  1. While the device is turned on, unplug the power cord and universal serial bus (USB) cable from the back of the device.

  2. Wait 30 seconds.

  3. Plug the power cord back into the device.

  4. Press the On button to turn on the device.

  5. Connect the USB cable back to the HP device .

  6. Turn the computer on and connect the device to the computer while it is rebooting.

  7. The software installation should then continue from 96% and finish successfully with Congratulations and Web registration screens.

NOTE: The software installation might not continue immediately after the computer is rebooted and you may notice no activity on the screen. Wait a few minutes until the installation screen is re-launched. You should also notice an icon with or without a found new hardware message on the bottom right of the computer screen. This ensures that the installation is in the process of getting launched.

Solution three: Uninstall and reinstall the device

Step one: Uninstall the device

  1. Click Start and then click Control Panel.

  2. Click Add/Remove and then click Programs. Remove all the items that are related to HP software.

  3. You will see a prompt to restart the computer after you remove some programs related to HP Software from the Add/Remove Programs list. Click the checkbox labeled Click here to restart later. Remove the following from the Add/Remove Program list if it is listed:
    • HP Photosmart, Officejet, Deskjet, Scanjet, or HP Photosmart Cameras (with product name and software version number.)

Step two: Turn off the Terminate and Stay Resident programs and other background programs

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities such as the anti-virus software but are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install properly.

In Microsoft Windows 98, Windows ME, and Windows XP use the MSCONFIG utility to prevent TSR programs and services from starting up.

NOTE: This step does not apply to Windows 2000 because the MSCONFIG utility does not exist in Windows 2000. If your computer uses Windows 2000, ignore this step and proceed to Step three: Clear temporary files and folders by running the disk cleanup utility.
  1. Click Start and then click Run. The Run window opens.

  2. In the Open: box, type msconfig, and then click OK. The MSCONFIG utility window opens.

  3. Click the Startup tab.

  4. Click Disable All to disable any application that loads when the computer starts up.

  5. Click the Services tab. Place a check mark in the Hide All Microsoft Services box.

  6. Click the Disable All button.

  7. Click OK.

  8. Click Restart to apply the changes to the computer during the next restart.

  9. Restart the computer.

    After the computer is rebooted you will get a message box referring to the system configuration utility, click the check box next to Do not show this message again.

Step three: Clear temporary files and folders by running the disk cleanup utility

Follow the instructions in this step to clear temporary files and folders.

  1. To start the Disk Cleanup utility, click Start, point to Programs, Accessories, and System Tools, and then click Disk Cleanup.

  2. The Disk Cleanup analyzes the hard drive and then presents a report with a list of options with check boxes next to them. Select the appropriate check boxes to remove the unnecessary components.

    The Disk Cleanup utility frees hard disk space on your computer by doing the following:
    • Deleting temporary Internet files.

    • Deleting downloaded program files.

    • Emptying the Recycle Bin.

    • Deleting files from your temporary folder.

    • Deleting files created by other Windows tools.

    • Removing optional Windows components that you do not use.

  3. After selecting the components to remove, click OK to perform the cleanup operation.

Step four: Reinstall or add a device

Reinstall the device by using the Add a device option. Follow the steps to add a device:

  1. If the product software CD is still in the computer CD drive, remove it and re-insert it in the CD drive. The software installation will start automatically.

    1. If the software installation does not start automatically, click Start and then click Run. The Run window opens.
    2. In the Open: box, type D:\setup.exe, where "D" is the letter of the CD-ROM drive.

  2. The screen will display Uninstall the software or add a device. Click Add a device.

  3. You will see a prompt to connect the device. Connect the device with the USB cable and follow the onscreen instructions to complete installation of the device.

  4. The installation should pass 96% and reach 100%. Then the Web Registration and Congratulations windows will display.

  5. If the software installation completes successfully, go to step three in Solution four to enable startup items.

Solution four: Fully uninstall and reinstall the HP software

Step one: Uninstall the software completely

  1. Click Start and then click Control Panel.

  2. Click Add/Remove and then click Programs. Remove all the items that are relating to HP software.

  3. You will also see a prompt to restart the computer after you remove some programs relating to HP Software from the add/remove programs list. Click the checkbox labeled Click here to restart later. Remove the following from the Add/Remove Program list if it is listed:
    • HP Imaging device functions

    • HP Document Viewer

    • HP Photosmart Essential/ HP Image Zone/HP Photo and imaging

    • HP Photosmart, Officejet, Deskjet, Scanjet, or HP Photosmart Cameras (with product name and software version number)

    • HP Software update

    • HP Solution Center or HP Director

    NOTE: Do not remove any items other than those mentioned above if the computer is manufactured by HP or Compaq.
  4. Go to C:\Program Files\HP and delete all the folders except Non-driver CIO components.

  5. Go to C:\WINDOWS and rename the twain_32 folder to twain_32 old.

Step two: Install the product software

  1. If the product software CD is still in the computer CD drive, remove it and re-insert it in the CD drive. The software installation will start automatically.

    1. If the software installation does not start automatically, click Start and then click Run. The Run window opens.
    2. In the Open: box, type D:\setup.exe, where "D" is the letter of the CD-ROM drive.

  2. Follow the on-screen instructions to complete the software installation.

Step three: Use the MSCONFIG utility to enable the Startup software

  1. Click Start and then click Run. The Run window opens.

  2. In the Open: box, type MSCONFIG and then click OK to start the MSCONFIG utility.

  3. If you want to disable some of the Startup items and non-Microsoft services, leave the programs unchecked that you want to disable and check the boxes for rest of the programs.

  4. If you don’t want to make any changes to Startup Programs and Services, click the General tab and select Normal Startup to automatically enable all features the next time the computer is started.

  5. Click Apply and then click Close.

  6. Click Restart to apply the changes the next time the computer is started.

Cause

One of the following might cause this issue:
  • Pre-loaded software or another version of the HP software is already installed on the computer.

  • Security settings on the computer .

  • The Digital Imaging Monitor is not running in the Startup group.

  • Device discovery is not running during the installation.

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