HP C5180 Nightmare - Chat support no help

[Mike]

Help!

I'm hoping someone can help here HP Online Chat has been no help at
all!

I have contacted the online chat technicians at least 5 times with no
success in resolving this problem.

I have turned OFF my one and only firewall application in Windows XP.
There is no firewall sw in my router.

I have a network with a dLink gigabit/wireless N router and an 8-port
network switch. This equipment replaced a Linksys Wireless G router &
5-port switch which did not work either.

I have connected the printer and the computer to the router. Both to
the switch. One to the switch and one to the router and alternated
them. Tried multiple different port combinations on the switch and
router.

I have even connected the printer direct to the computer - computer <->
cable <-> printer.

None of these connection has worked. Every combination results in the
Printer Not Found error message.

The last direct connect (computer <-> printer) options shows that this
is not a firewall problem.

I have also changed my router, my switch, my computer NIC, and all the
cables involved.

Additionally I can ping the printer, I can view the printers web page,
I can print to the printer using a standard TCP/IP port configuration,
I can scan using the embeded web server (EWS) on the printer. So
networks, and gateways are all correct. All this with any of the
network configurations I tested above. However, the software will NOT
install because it complains the printer can not be found|

I have installed XP patches requested by Chat techs, tried Safe Mode
(no print spooler -> no sw install). I have even been given pages with
contradictory directions. One page said to ensure the network cable was
removed and not reconnected until after the software installs - can't
be done. Next page and the manual with the printer says make sure it is
connected before installing sw.

I have tried everything imaginable - Nothing works.

Each time I retried the sw install I would ensure the partial sw load
was removed. Using both the control panel, Add/Remove Programs and the
HP sw uninstaller.

I don't know of any more options to try. I would sure appreciate any
ideas.


Thanks,
Mike

 

[andmalc]

Help!

I'm hoping someone can help here HP Online Chat has been no help at
all!

I have contacted the online chat technicians at least 5 times with no
success in resolving this problem.

You'll be in warranty. Why not contact the phone support? Don't call
Mondays, this is the busiest day.

I have turned OFF my one and only firewall application in Windows XP.
There is no firewall sw in my router.

I have a network with a dLink gigabit/wireless N router and an 8-port
network switch. This equipment replaced a Linksys Wireless G router &
5-port switch which did not work either.

I have connected the printer and the computer to the router. Both to
the switch. One to the switch and one to the router and alternated
them. Tried multiple different port combinations on the switch and
router.

I have even connected the printer direct to the computer - computer <->
cable <-> printer.

None of these connection has worked. Every combination results in the
Printer Not Found error message.

The last direct connect (computer <-> printer) options shows that this
is not a firewall problem.

Of course, you're correct.

I have also changed my router, my switch, my computer NIC, and all the
cables involved.

Additionally I can ping the printer, I can view the printers web page,
I can print to the printer using a standard TCP/IP port configuration,
I can scan using the embeded web server (EWS) on the printer. So
networks, and gateways are all correct. All this with any of the
network configurations I tested above. However, the software will NOT
install because it complains the printer can not be found|

I have installed XP patches requested by Chat techs, tried Safe Mode
(no print spooler -> no sw install). I have even been given pages with
contradictory directions. One page said to ensure the network cable was
removed and not reconnected until after the software installs - can't
be done. Next page and the manual with the printer says make sure it is
connected before installing sw.

The instruction about not connecting till after the s/w install is a
troubleshooting step that applies only to USB connections.

I have tried everything imaginable - Nothing works.

Each time I retried the sw install I would ensure the partial sw load
was removed. Using both the control panel, Add/Remove Programs and the
HP sw uninstaller.

I don't know of any more options to try. I would sure appreciate any
ideas.

Can the printer do a copy or print a test page (from the Setup menu)?
If there's any unsatisfied condition on the printer it will not be
detected during install.

Plug the printer to the wall instead of through a power strip.

Download the software from the hp site and try with that. If somehow
you're using software not intended for use with this printer it won't
be detected.

Try installing on another computer (Windows, Mac, or Linux).

 

[Bob Headrick]

You'll be in warranty. Why not contact the phone support? Don't
call Mondays, this is the busiest day.

In the US the tool free number for support is 1-800-HPINVENt. Elsewhere
find contact information at:
http://welcome.hp.com/country/us/en/wwcontact_us.html

Regards,
Bob Headrick, MS MVP Printing/Imaging

 

[Mike]

The only problem I have with calling the wupport number is that I am in
Korea and there is no such thing as a toll free call from here.

I received the printer as a Christmas gift when I took a short
Christmas trip to the US and brought it back to Korea with me.

But I may just have to bite the bullet and pay for the call.

 

[jerry_maple]

I have a network with a dLink gigabit/wireless N router and an 8-port
network switch. This equipment replaced a Linksys Wireless G router &
5-port switch which did not work either.

Bought this printer about 6 months ago, installed it on a home network
with both wired and wireless connections. Both computers (HP desktop,
and a Dell laptop) running XP Home. I also have a Linksys Wireless G
router with 4 port switch. It's been long enough that the details are a
little fuzzy, but the installation was relatively painless.

The installation guide mentioned that you might have to disable your
firewall in order for the installer to find the printer, and I did find
this to be the case. Thought I would try it first with the firewall
(Zone Alarm) still enabled, and the installer did not find the printer.
Turned Zone Alarm off, and the install proceeded without a hitch. Once
I turned Zone Alarm back on, had to allow firewall access for 3 or 4 HP
programs, then everything was good. This was on the wired desktop
installation. When I installed the software on my daughter's laptop
(wireless connection), I turned Zone Alarm off first, smooth
installation.

Not sure if the above information helps you at all. I guess my point is
that the firewall probably has to be turned off while you're doing the
install. You don't have a second software firewall running somewhere
that you forgot about, do you? Bring up Task Manager and see if you
recognize anything.

Hope this helps,
Jerry