Issue/ HP LaserJet

Solution CM1312/CM2320/CM1415/M1536 Software

Installer will fail with a USB selected connection
type if UPD 5.0/5.1 is installed on system
(i.e. HP Color LaserJet CM2320 Series Printers -
13.XX
Security Level: For Errors)verbal use, For HP and Channel Partner Internal Use.
HP and Customer
Date Written/Updated: 8/20/2010
Document Number: Insert Concentra number, when available.
Top Issue: Yes Top issue date range: 180 days
Document keywords: UPD, fatal error, installer fails, installer hangs, hangs

Document description: Optional. When possible provide a document description (increases search-
ability of document on ALL sites, Internal and External)

Issue:
Software installer will fail when Connection Type chosen is USB in the software installer if UPD 5.0 or 5.1
has also been previously installed on the system.

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Solution or Work around:
When UPD 5.0 or 5.1 has already been installed on a system- and the product software installer is run for
the products listed above- the software install will hang and eventually fail due to the UPD driver having a
better Plug and Play ranking match than the discrete driver on the product CD (or full software download).

There are 2 options for possible workarounds for this issue:

1. Choose “network” for connection type during the software install instead of USB for the product.

2. If USB connectivity is needed- remove the UPD driver from the system and try installing again
via USB if this connection type required. Removal of the UPD driver includes removing the print
driver from Server Properties in the Printers and Faxes folder.

3. , and possibly removing further driver files from the driver store and inf/pnf folder.

1. Click Start, and then click Printers and Faxes.

2. On the File menu, click Server Properties.

3. On the Drivers tab, click the printer driver that you want to delete, and then click Remove.

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Summary or Cause:

The cause of this product software installer issue is the UPD driver having a newer timestamp/datecode
than the discrete driver on the product CD. This will cause the Operating System to choose the UPD driver
as the “best match” for the USB connected product during the Plug and Play process.

In future products there will be an added “feature score” .inf entry that will select the discrete driver
during Plug and Play for the product if available during the install process. This will resolve the current
installer issue with a UPD driver ranking higher than a discrete driver. This feature score addition will
function in Windows Vista and Windows 7.

The only workaround for Windows XP will to be to delete the UPD driver from the system or choose
“network” as a connection type.

Document Attributes
Author: Andy Smith, Tyler Clark
Product Models: CM2320/CM1312/CM1415/M1536
Product Numbers: CC434A, CC436A, CC435A, CC430A, CC431A, CE862A, CE538A

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