HP Printers - 'Device Setup Failed' or 'Unknown Device' Message Displays During USB Installation (Windows)

This document is for HP printers connected to computers with Windows.

After connecting the USB cable during the printer software installation, one of the following issues occurs:

• A 'Device setup failed to complete' or an 'Unknown device' message displays on the computer.
• The Plug and Play installation fails to start.
• A red X displays in the lower right corner of the computer screen.

There are several possible causes for a USB installation issue.

• Malware, viruses, and some browser toolbars/plugins can interfere with software installation. Make sure that your computer has virus protection, is up to date, and is free from viruses and malware.
• There might be an issue with the USB connection between the printer and the computer.
• The full feature HP software prompts you to connect the USB cable at a certain time during the installation. If you connect the cable prior to the prompt, an error might display.
• When you connect the USB cable to the printer and to the computer, Windows might automatically try to detect and install your printer with an in-OS driver. If an in-OS driver is not available for your printer, an error might display.

To reset the connection between the printer and computer, disconnect and reconnect the USB cable.

1. Disconnect the USB cable from the rear of the printer.
   Figure : Disconnect the USB cable from the rear of the printer

   
2. Disconnect the USB cable from the computer.
3. Wait five seconds.
4. Reconnect the USB cable to the printer and the computer. Apply some pressure to secure the connections.
5. Make sure that the USB cable is connected correctly.
   Figure : Connect the smaller end of the USB cable to the rear of the printer

   
   Figure : Connect the larger end of the USB cable to the computer

   
6. Try the installation again.

To test the USB connection, connect the USB cable to a USB port on the computer, or use a different port.

• The USB cable connects directly from my printer to my computer.
  1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
  2. Restart the computer and the printer.
  3. Try the installation again.
• The USB cable connects to a USB hub or a docking station for a laptop.
  1. Disconnect the USB cable from the hub or docking station, and then connect it directly to the computer.
  2. Restart the computer and the printer.
  3. Try the installation again.
     If the installation completes after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.

Sometimes a USB cable can malfunction. Test the connection with a different USB cable.

1. Replace the USB cable. HP supports USB cables less than 3 meters (9 feet 10 inches) in length.
2. Try the installation again.

If you have several USB-connected devices, such as another printer, the computer might not have sufficient power supplied to the USB ports to detect all of them.

1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the printer.
2. Try the installation again.
   If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.

Resetting the printer resets any USB connections between the printer and computer.

1. With the printer turned on, disconnect the power cord from the printer.
2. Unplug the power cord from the power source.
3. Wait 60 seconds.
4. Reconnect the power cord to a wall outlet and to the printer.

   note:

   HP recommends plugging the printer directly into a wall outlet.

• If the installation automatically continues and completes successfully, you do not need to continue troubleshooting.
• If the installation does not automatically continue, restart the installation process.
• If the issue persists, continue to the next step.

Update the driver software in Windows Device Manager.

1. Search Windows for device manager, and then click Device Manager in the list of results.
2. Click the Right arrow next to the following entries to expand them, and then look for your printer in each list:
   • Printers
   • Print queues
   • Universal Serial Bus controllers
   • Other devices
     • If you see a yellow exclamation mark next to your printer or the phrase Unknown device, continue with the next step.
     • If you do not see your printer or a yellow exclamation mark in the list, skip to the next step to uninstall the driver.
3. Right-click the HP device/Unknown device entry or the entry with the symbol, and then click Update Driver Software. The Update Driver Software - Unknown Device wizard opens.
4. Click Search automatically for updated driver software. Follow the on-screen instructions to refresh the device manager.
5. Repeat these steps for all device entries with the symbol.

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

Some HP driver and software applications might be partially installed on your computer. Remove the any HP software from your computer.

1. Disconnect the USB cable from the printer, if necessary.
2. In Windows, search for and open the Control Panel.
3. Click Programs and Features.
4. In the list of installed programs, click your HP printer name, and then click Uninstall or Yes.
5. Follow the on-screen instructions to complete the software removal.
6. Restart the computer.

Remove any unnecessary files and folders. It is important that you complete this step to make sure that any problem files are not reinstalled.

1. Search Windows for disk cleanup, and then click Free up disk space by deleting unnecessary files in the list of results.
2. Select the C: drive.
3. Wait for Disk Cleanup to scan the computer and display a list of files to delete.

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that the software does not install correctly. You can use the MSCONFIG utility to prevent TSR programs and services from starting.

1. Search Windows for msconfig, and then click msconfig.exe in the list of results.
   If a window opens with the message Windows needs your permission to continue, click Continue to close the window.
2. In the System Configuration window, click the General tab, click the option button beside Selective Startup, and then click the box next to Load startup items to remove the checkmark.
3. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All.

     caution:

   Do not disable any Microsoft services.

4. Click Apply, and then click OK.
5. When prompted to restart the computer, click Restart.
6. When the computer turns on, a System Configuration Utility message displays on the computer. Select the Do not show this message again check box, and then click OK.

After you completely uninstall any HP software from your computer, go to the HP website to download the most current version of your full feature print driver. This guarantees that your printer has complete functionality.

note:

As an alternative method to downloading the software, you can use the installation CD.

1. Turn on the printer.
2. Disconnect the USB cable from the printer, if necessary. The software installation prompts you to connect the cable if needed.
3. Go to HP Customer Support - Software and Driver Downloads.
4. If a Let's identify your product to get started page displays, click Printer, type your printer model number, and then click Submit.
5. If you need to change the operating system, click Change, select your version, and then click Change.
6. Under the Driver heading, click Download for the full software package, or click Basic Drivers for other driver options.

Once the driver has been installed, enable the startup programs you disabled in a previous step.

1. Search Windows for msconfig, and click msconfig.exe in the list of results.
   If a window opens with the message Windows needs your permission to continue, click Continue to close the window.
2. In the System Configuration window, click the option button beside Normal Startup.
3. Click Apply, and then click OK.
4. When prompted to restart the computer, click Restart.

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

If the previous steps did not resolve the issue, service the printer.

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.