HP Laserjet Products - 'Device setup failed to complete' or 'Unknown device' Message Displays in Windows during USB Installation

Issue

After connecting the USB cable to the product when prompted during installation, one of the following occurs:

The Plug and Play installation fails to start.
The 'Device setup failed to complete' message displays on the computer.
The 'Unknown device' message displays on the computer.

If the error message indicates the Plug and Play installation failed, skip to Solution two: Software troubleshooting.

For all other issues, follow the solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.

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: Troubleshoot the USB connection

Follow these steps to check the USB cable and connection.

Step one: Make sure the USB cable is HP compatible

HP supports USB cables less than 3 meters (9 feet 10 inches) in length. If the USB cable is longer than 3 meters (9 feet 10 inches), replace it with a supported cable.

Step two: Make sure that the USB cable correctly connects to the product

The small end of the product USB cable connects to the product in only one direction. The icon on the USB cable (

) usually faces up when you connect the cable.

Insert the small end of the USB cable completely into the USB port on the back of the product. The USB icon () designates the USB port on the product.

caution:
Do not force the USB cable into the USB port. If the cable does not seem to fit, turn over the small end of the cable, and then reinsert it into the port.

Figure : Connect the USB cable to the back of the product
If necessary, disconnect the USB cable, and then reconnect it correctly. The Plug and Play installation should start automatically.

If these steps resolved the issue, there is no need to continue troubleshooting.
If the issue persists, see the next step.

Step three: Make sure that the USB cable correctly connects to the computer

The long, flat end of the USB cable connects to the USB port on the computer in only one direction.

Completely insert the long, flat end of the USB cable into the USB port on the computer marked with the USB icon ().

caution:
Do not force the USB cable into the USB port. If the USB cable does not seem to fit, turn over the long, flat end of the cable, and then reinsert it into the port.

Figure : Connect the USB cable to the computer
If necessary, disconnect the USB cable, and then correctly reconnect it. The Plug and Play installation should start automatically.

If these steps resolved the issue, there is no need to continue troubleshooting.
If the issue persists, see the next step.

Step four: Test the USB port

If the USB cable connection is correct, the issue might be with the USB port, the USB hub, or the laptop docking station. Use the following steps to check the port, hub, or docking station.

If the USB cable connects directly to the computer, use Option one to test the USB port on the computer.
If the USB cable connects to a USB hub or a laptop docking station, use Option two.

Option one: The USB cable connects to the computer

Connect the cable to another available USB port on the computer. For example, if the USB cable plugs in to the front port of the computer, disconnect the cable, and then plug it in to a port on the back of the computer.

If these steps resolved the issue, there is no need to continue troubleshooting.
If the issue persists, see the next step.

Option two: The USB cable connects to a pass-through device

If the USB cable connects to a USB hub or a docking station, disconnect the USB cable, and then connect it directly to the computer. The Plug and Play installation should start automatically.

If the Plug and Play installation does not start automatically, continue with the next step.
If the Plug and Play installation starts automatically, allow the installation to continue. When the installation is complete, print a document from the computer, and then follow these steps to continue troubleshooting.
1. Reconnect the USB cable to the pass-through device.
2. Try printing a document from the computer.
  - If the print job is successful, there is no need to continue troubleshooting.
  - If the print job is not successful, there might be a problem with the USB hub or docking station. Contact the manufacturer of the USB hub or docking station.

Step five: Try a different USB cable

If another USB cable is available, use it to try the installation again. If no alternate cable is available, skip this step.

If these steps resolved the issue, there is no need to continue troubleshooting.
If the issue persists, see the next step.

Step six: Check for conflicting USB devices

Disconnect all USB devices from the computer except for the keyboard, the mouse, and the product.

If the Plug and Play installation does not start automatically, continue with the next step.
If the Plug and Play installation starts automatically, allow the installation to continue. When the installation is complete, follow these steps to continue troubleshooting.
1. Reconnect all USB devices to the computer, including the product.
2. Try printing a document from the computer.
  - If the product prints after reconnecting the other USB devices, there is no need to continue troubleshooting.
  - If the product does not print with the other USB devices connected, the computer might not have enough power for multiple USB devices. Try using a powered USB hub to connect multiple USB devices.

Step seven: Reset the product

Disconnect the USB cable from the product.
Without turning the product off, disconnect the power cord from the back of the product.
Wait 10 seconds, and then reconnect the power cord to the back of the product.

If the product does not turn on automatically, press the Power button () to turn on the product.
Reconnect the USB cable to the 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: Software troubleshooting

Follow these steps to make sure that the software is functioning correctly.

Open the Device Manager:
- Windows XP: Click Start (), click Run, type devmgmt.msc in the Run text box, and then click OK.
- Windows Vista or Windows 7: Click the Windows icon (), type devmgmt.msc in the Start Search text box, and then press Enter.
The Device Manager window displays.
Click the plus sign () to the left of the following categories to expand them:
- IEEE 1284.4 compatible printers
- Universal Serial Bus controllers
- Other devices
Find the HP product model name in each of the categories you expanded in the previous step. The product might display in more than one category.

Figure : Example of Device Manager Entries with a yellow exclamation mark
Update the product device driver:
1. If the product name displays with a yellow exclamation mark next to it, right-click the product name, and then click Update Driver from the list that displays.
  
  If the words Unknown Device display in any of the categories, right-click Unknown Device, and then click Update Driver from the list that displays.
  
  The Hardware Update Wizard dialog box displays.
2. Select No, not this time to decline to check online for software, and then click Next.
3. Update the product device driver in Device Manager for each Unknown Device and each HP product that has a yellow exclamation mark next to it.
Disconnect the USB cable from the product.
Insert the HP software CD in the CD drive, select Install the software automatically, and then click Next.
Follow the on-screen instructions to finish installing the software. When prompted, connect the USB cable to the product.

If these steps resolved the issue, you do not need to continue troubleshooting.
If the issue persists, continue to the next solution.

Solution three: Uninstall and reinstall the HP software

Follow these steps to uninstall the HP software, turn off any background programs, and then reinstall the software.

Step one: Uninstall the HP software

Open the Control Panel:
- Windows XP: Click Start (), and then click Control Panel.
- Windows Vista or Windows 7: Click the Windows icon (), and then click Control Panel.
The Control Panel window displays.
Under Programs, click Uninstall a program. The Uninstall or change a program window opens.
Under Name, click the following programs if they are listed, and then click Uninstall/Change:

caution:
Do not remove any files from the following list:
- HP Deskjet/Photosmart/All-in-One software
- HP Imaging device functions
- HP Customer Participation program
- HP Solution Center
- HP Photosmart Essentials
- HP Deskjet/Photosmart/All-in-One software
- HP Imaging device functions
- HP Customer Participation program
After removing the programs, the computer prompts you to restart. Click Restart later, and then continue to the next step to delete temporary files and folders.

Step two: Delete temporary files and folders using the Disk Cleanup utility

Open the Disk Cleanup utility:
- Windows XP: Click Start (), click All Programs, click Accessories, click System Tools, and then click Disk Cleanup.
- Windows Vista or Windows 7: Click the Windows icon (), click All Programs, click Accessories, click System Tools, and then click Disk Cleanup.
  
  The Disk Cleanup dialog box opens.
On the Disk Cleanup Options dialog box, select My Files Only, and then select the hard drive.

The Disk Cleanup utility completes the following tasks to free hard drive space:
- Deletes temporary Internet files
- Deletes downloaded program files
- Empties the Recycle Bin
- Deletes files from the Temporary folder
- Deletes files created by other Windows tools
- Removes optional Windows components that are not used
The Disk Cleanup utility creates a report that contains a list of the files or items that the Disk Cleanup utility recommends you delete. When the report displays on the computer, select the check boxes next to all items you want to delete, and then click OK.

Step three: Use the MSCONFIG utility to disable the Terminate and Stay Resident programs and other background programs

Open the System Configuration utility:
- Windows XP: Click Start (), click Run, type msconfig in the Run text box, and then click OK.
- Windows Vista or Windows 7: Click the Windows icon (), type msconfig in the Start Search text box, and then press Enter.
The System Configuration window displays.
Click the Startup tab, and then click Disable All to disable any program that starts when the computer starts up.
Click the Services tab, select the Hide All Microsoft Services check box, click Disable All, and then click OK.
Click Restart to restart the computer and apply the changes.

After the computer restarts, a message displays that refers to the system configuration utility. Select the Do not show this message again check box, and then click OK.

Step four: Reinstall the product software

Use one of the following methods to reinstall the product software.

Method one: Download and install the software from the Web

The software and driver downloads available from the HP Web site might include a basic driver option and a Full Feature Software and Driver option. The basic driver is sufficient to perform basic printing functions with your product. The Full Feature option installs extra software to allow full use of all features available with the product. The Full Feature option also allows you to do a custom installation.

Follow these steps to download the software from the HP Web site, and then install the software on your computer.

Click here to go to the Software and driver download page.
Under Locate your product to get support, type the product model.
If necessary, select the product number under Select your product from the list below.
Under Select your operating system, click the appropriate operating system.
In the Driver section, review the list of available driver downloads, and then click the appropriate driver.
Follow the on-screen instructions to download and install the software.

If these steps resolved the issue, there is no need to continue troubleshooting.
If the issue persists, see the next step.

Method two: Install the software from the software CD

The product CD includes more than the print driver. The CD might also include the product user guide, drivers in other languages, and special features or extra software.

note:
The software on the HP Web site is likely more recent than the software on a CD, whether you use the CD that came with the product, or buy a new CD.

note:
If you get any firewall messages during installation, click unblock or accept or the installation will fail.

Insert the software CD into the CD drive of the computer. The software installer starts automatically.

If the installer does not start automatically, click Start, click My Computer, and then double-click the CD drive.
Follow the on-screen instructions to finish installing the software.

If these steps resolved the issue, there is no need to continue troubleshooting.
If the issue persists, see the next step.

Step five: Replace the USB cable

If you have not tried another USB cable, replace the current USB cable with a new one, and then try to install the HP software again.

note:
HP supports USB cables less than 3 meters (9 feet 10 inches) in length.

If the Plug and Play installation starts automatically, allow the installation to continue. When the installation completes, follow the instructions in the next step to enable the startup programs you disabled in previous steps. Then, continue with Step eight: Install the product on another computer.
If the Plug and Play installation does not start automatically, follow the instructions in the next step to enable the startup programs you disabled in previous steps. Then continue to the Step eight: Install the product on another computer.

Step six: Use the MSCONFIG utility to enable the startup software

After reinstalling the product software, follow these steps to enable the startup software using the MSCONFIG utility.

Open the System Configuration utility:
- Windows XP: Click Start (), click Run, type msconfig in the Run text box, and then click OK.
- Windows Vista or Windows 7: Click the Windows icon (), type msconfig in the Start Search text box, and then press Enter.
The System Configuration window displays.
Click the General tab, and then select Normal Startup. The default startup programs and services start when the computer starts.

note:
If you require customized startup programs and services, select those programs and services from the Services tab.
Click Apply, and then click Close.
Click Restart to restart the computer and apply these changes.

If these steps resolved the issue, you do not need to continue troubleshooting.
If the issue persists, continue to the next solution.

Solution four: Install the product on another computer

If a second computer is available, try installing the product on that computer. If a second computer is not available, continue with the next step.

If the Plug and Play installation starts automatically on the second computer, use the computer for installation. You do not need to continue troubleshooting. Contact the computer manufacturer to troubleshoot the issue with the first computer.
If the Plug and Play installation fails on the second computer, continue with the next step.

Solution five: Service the product

Service or replace your HP product if the issue persists after completing all the preceding steps.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.