Article ID: 975891 - View products that this article applies to.
For local printersYou upgrade from Windows Vista to Windows 7 on a computer that has the HP Full Feature Software solution or the HP Basic Driver solution installed. Then, you notice that your HP Multifunction Printer (MFP) does not work as expected. In particular, physical buttons on the front panel of Multifunction Printer stop responding. The device is recognized correctly and is displayed as installed. However, the HP software does not start and does not report that it cannot connect to the device. Therefore, you cannot print, scan or copy.
Note If the HP Full Feature Software solution or HP Basic Driver solution is not installed before the computer upgrades to Windows 7, basic printing and scanning functionality should be present. To obtain enhanced functionality from their MFP, users can install the HP Full Feature Software solution or HP Basic Driver solution after the computer upgrades to Windows 7.
On 64-bit Windows 7-based computers, the HP Digital Imaging monitor cannot start and the icon does not appear in the notification area. Additionally, when you try to start HP Solution Center, you receive the following error message:
Solution Center cannot be launched
No device found
To fix these issues, apply the update that is described in this article.
For networked printersShared printers and network printers experience the issues that are described for local printers. The issues occur when you connect printers to a local computer that has HP Solution Center installed and then you upgrade the computer to Windows 7.
This issue occurs because required libraries are not migrated from Windows Vista to Windows 7. Without the required libraries, software cannot communicate with the multifunction device. Attempts to uninstall or reinstall the HP software do not resolve the issue.
Windows UpdateAn update is available from the Windows Update Web site. This update replaces some missing files and registries on the user's computer to fix a broken printer scenario for HP. To obtain the update, follow these steps:
Note During the installation, the update does not create an entry in the Installed Updates section. This is to avoid unintentional uninstalls.
Important This is a Windows Update-only release from Microsoft. The stand-alone is available from HP.
Update from HPHP has also made this update available on the HP Support website at the following link:
http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-77751-1&cc=us&dlc=en&lc=enFollow the instructions on that site to download and install the update.
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.
Uninstall the updateTo uninstall the update, you have to run an uninstall command at a command prompt. To uninstall the update, follow these steps:
Note Uninstalling this update or restoring your system to an earlier date reverts to the issue described in the "Symptoms" section. To resolve the issue, the update has to be re-installed.
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The information and the solution in this document represents the current view of Microsoft Corporation on these issues as of the date of publication. This solution is available through Microsoft or through a third-party provider. Microsoft does not specifically recommend any third-party provider or third-party solution that this article might describe. There might also be other third-party providers or third-party solutions that this article does not describe. Because Microsoft must respond to changing market conditions, this information should not be interpreted to be a commitment by Microsoft. Microsoft cannot guarantee or endorse the accuracy of any information or of any solution that is presented by Microsoft or by any mentioned third-party provider.
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Article ID: 975891 - Last Review: October 2, 2012 - Revision: 6.0
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