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HP Officejet J4524 and Officejet Pro 8500 (A909a), 8500 Premier (A909n), and 8500 Wireless (A909g) All-in-One Printers - HP Solution Center Does Not Open or Crashes Immediately After Opening in Windows Vista

Issue

When you try to open HP Solution Center, the program does not open, or it crashes immediately after you open it.

NOTE: Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Solution one: Make sure that the product displays in the Printers folder

Follow these steps to make sure that the product displays in the Printers folder on the computer.

Step one: Check the Printers folder for the product icon

  1. Click the Windows icon (), click Control Panel, and then click Hardware and Sounds.

  2. Click Printers.

  3. Look for an icon that represents your HP product ().

    • If you see the icon, discontinue the steps in this solution, and then continue to the next solution.

    • If you do not see the icon, continue with the steps in this solution.

  4. Disconnect the USB cable from the rear of the product.

  5. Restart the computer.

    • On the Windows taskbar, click the Windows icon (), click the Right Arrow button (), and then click Restart.

  6. Restart the product.

    • Press the Power button () to turn off the product, and then press the Power button again to restart the product.

Step two: Uninstall the product software

CAUTION: Do NOT reconnect the USB cable now. Wait until the on-screen instructions prompt you to connect it. HP recommends using a USB cable that is less than 3 m (10 ft) long.
  1. Click the Windows icon (), click Control Panel, and then click Hardware and Sounds.

  2. Click Printers. A list of the installed products displays.

  3. Right-click the icon for your HP product (), click Delete, and then click Yes to remove the product.

Step three: Decide whether to install with the product CD or download the software

Don’t worry if you don't have the product CD! You can download the most current software available for your product from the HP Web site at no cost. The following information might help you decide which installation method to use:

CD
Download
The CD provides a quick and easy installation method.
If you do not have a CD, you can download the software you need from the HP Web site.
CD installation might not work if you are installing the product on a computer running a newer operating system that released AFTER the HP product released.
Even though it takes more time than using the CD, downloading the latest software can help avoid installation issues.
Downloading is the recommended method if your computer operating system released after the HP product released.
The software on the CD is current to the date of the product release.
The software that you can download from the HP Web site is the most current software available for your product. HP often updates software and drivers AFTER the product and CD release to the market.

Step four: Reinstall the product software

CAUTION: Do NOT connect the USB cable now. Wait until the on-screen instructions prompt you to connect it. HP recommends using a USB cable that is less than 3 m (10 ft) long.

Method one: Download and install the software from the HP Web site

  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Drivers & Downloads .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. In the Enter product name or number field, type your printer model or number.

    2. In the Questions or keywords field, type driver, and then press Enter.

      You might need to select your printer model number from a list of similar printer models.

    3. Next to the image of your printer, click the name of your printer.

      Figure 1: Example of the link to your printer homepage

      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Scroll down the page, and then click Driver - Product Installation Software.

  7. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Method two: Install the software from the product CD

During the installation, the required Basic Device Software and Product Help enable full product functionality. HP also includes valuable software to help you get the most out of your product.

Follow these steps to install the software with the product CD.

  1. Disconnect the USB cable from both the product and the computer (if you already connected it).

    NOTE: If you previously connected the USB cable, delete any icons for your product () that might appear in the Windows Devices and Printers folder.
  2. Turn the product on.

  3. Insert the product CD into the CD drive of the computer, and then wait a few seconds for the software installer to start.

    If the installer does not start automatically, click the Windows icon (), click Computer, and then double-click the CD drive.

    NOTE: If the User Account Control screen opens, click Allow to continue.
  4. When the Install Wizard starts, follow the on-screen instructions to install the software with a USB connection.

Step three: Check the Printers folder again for the product icon

  1. Click the Windows icon (), click Control Panel, and then click Hardware and Sounds.

  2. Click Printers.

  3. Look for an icon that represents your HP product ().

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution two: Install the latest version of Adobe Flash Player

If your system does not have a Flash player, HP Solution Center cannot open. Also some versions of Adobe Flash Player do not update automatically to the next version. To resolve the issue, uninstall the current Flash player, and then install the latest version from the Adobe Web site.

Step one: Uninstall the version of Adobe Flash Player currently on your computer

  1. Click the Windows icon (), click Control Panel, and then click Programs.

  2. Click Programs and Features. A list of the programs installed on the computer displays.

  3. Click the version of Adobe Flash Player that displays, and then click Uninstall. The uninstall confirmation window opens.

  4. Click Uninstall.

  5. Wait while the computer removes the old version of Adobe Flash Player.

Step two: Install the latest version of Adobe Flash Player

  1. Click this link Adobe Web site Non-HP site to go to the Adobe Web site.

  2. On the Adobe homepage, click Downloads, and then click the link to get Adobe Flash Player.

  3. Click the button to download the software, and then follow the on-screen instructions to download and then install the software on your computer.

  4. Try to open HP Solution Center again.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution three: Make sure that the HP Digital Imaging Monitor (DIM) is running

Follow these steps to make sure that the Digital Imaging Monitor (DIM) is running.

NOTE: If a custom software installation was performed and HP Digital Imaging Device Functions was not selected, the DIM did not install on the computer.
  1. Locate the DIM icon () in the notification area in the lower right corner of the computer screen.

    Figure 2: The notification area

    • If you see the DIM icon, discontinue the steps in this solution, and then continue to the solution to make sure that Pml Driver HPZ12 is running.

    • If you do not see the DIM icon, press the Ctrl, Alt, and Delete keys at the same time. The Task Manager window opens.

  2. Click the Processes tab, and then click the check box next to Show processes from all users.

  3. Check whether the HPQTRA08 and HPQSTE08 processes (services) are running.

    • If the services are running, discontinue the steps in this solution, and then continue to the solution to make sure that Pml Driver HPZ12 is running.

    • If the services are not running, continue with the steps in this solution.

  4. Click the Windows icon ().

  5. In the Start Search box, type msconfig, and then press Enter. The System Configuration window opens.

  6. Click the Startup tab.

  7. Under the Startup Item column, look for hpqtra08 (hpqtra08.exe) and hpqste08 (hpqste08.exe).

  8. Click the check boxes next to hpqtra08 and hpqste08, if they are not already selected, and then click OK.

  9. When prompted, click Yes to restart the computer.

  10. When the computer restarts, repeat the steps in this solution to look for the hpqtra08 and hpqste08 services again.

  11. Try opening HP Solution Center again.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution four: Make sure that Pml Driver HPZ12 is running

Follow these steps to make sure that Pml Driver HPZ12 is running.

  1. Click the Windows icon (), click Control Panel, and then click System and Maintenance.

  2. Click Administrative Tools, and then double-click Services.

  3. In the list of Services, scroll to Pml Driver HPZ12.

  4. Check whether the status reads Started.

    • If the status reads Started, skip to the step to restart the computer.

    • If the status does not read Started, continue the steps in this solution.

  5. Click Pml Driver HPZ12. The Pml Driver HPZ12 Properties window opens.

  6. Under Service Status, click Start, and then click OK.

  7. Restart the computer.

    • On the Windows taskbar, click the Windows icon (), click the Right Arrow button (), and then click Restart.

  8. When the computer restarts, repeat the steps in this solution to open the Services window to look for the Pml Driver HPZ12 again.

  • If the service is available, try opening HP Solution Center again.

  • If the service is still not available, repeat the steps in this solution to start the Pml Driver HPZ12.

Additional resources

HP offers additional resources for information on your product. HP recommends exploring this resource.

HP Consumer Forums
See what other customers are saying at the HP forums .

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