05-30-2012 11:22 PM
I have had this problem for a long time and have never gotten any postitive solution for it. I have had HP printers for longer than when I started using Norton,But ever since the 5,0 version and later I have had trouble with the Run Diagnostic Report feature that ALWAYS show my HP printer drivers as not installed. Now! the Printers all work fine except if I go to Device Manager it will show the yelow exclamation mark then I'll update the drivers thru DM,but windows will fail to locate the drivers, but the printers AGAIN I say work fine. Now most of the techs that I've talk to and chatted with at Norton support tell me that as long as the printers work to ignore the Diagnostic Report!!!! Now I have version 6 and the problem still exists. You would think that if it didn't go away in the next version (6) then something is wrong with the software that should REALLY be addressed. Now the over-time effects from this issue is that I might come home and maybe needing to send a fax,print -up a envelop thru Stamps.com or just print and fine that my printers dissappeared from Devices and Printers And then I'm forced to re-install the drivers all over again. Now with the new drivers I still have the same issue.there is an issue with the Diagnostic Report features the prevents the drivers of my printers from registering as installed.When I go into properties for the printers it says: The drivers for this device are not installed (code 28). But the printers are working????????
Solved! Go to Solution.
05-31-2012 03:29 AM
First of all, I would like to inform you that diagnostic report just gathers information about your computer, which includes the operating system, programs, and hardware; then provide you that information in the form of a report. It won't be able to block the installation of any device, it is only intended to gather the information from the device manager regarding the devices/drivers.
Did you try contacting HP Support regarding this issue?
Does the issue persist even if you disable Norton 360 or uninstall Norton 360?
Which model of printer do you use and what's your Operating System?
Try reinstalling driver update by restarting your computer in clean boot mode.
Read this Symantec Support Article for more information on performing Clean Boot in Windows XP.
Refer to this Symantec Support Article for instructions on configuring Windows Vista/7 to Clean boot.
(Providing links for both Windows XP and Vista as I am not sure of your operating system)
05-31-2012 09:37 AM
What version of Windows are you running? If it's Windows 7 then it has pretty good drivers for printers etc (I use HP Printers myself and used to do support for them on the Compuserve Forums) so it may be using those although why there should be flags in Device Manager I don't know.
If you really want the HP drivers do you have the CD that came with them? Or if that's some while ago you can download the drivers and other files from the HP website.
If you let me know the exact model number of the printer or printers I can help you on that.
05-31-2012 10:16 AM
Can you delete the printer in Device Manager? Then reboot and let Windows reload the drivers and check Device Manager again.
05-31-2012 11:21 AM
First of all this is an issue that been going on since 2011! My system is MSI-MS-7368 Motherboard, AMD Athlon 64 X2 6000+Dual core processor,4GB ram, Galaxy Geforce GT 520 video card,Corsair TX650W PSU. Running Windows 7 Home Premium 32bit. Please not to undermine anyone but I have tried all of the steps that you are mentioning with and without either a norton tech or a hp tech over and over again resulting in the same issue . I'm using the HP Officejet J4680 wireless AIO printer, I am not trying to go thru all of those steps again and again with anyone new so if you don't have any idea of how to either tell me what could be a solution to this issue why Device Manager does not registers or recognise my printer drivers properly, or that HP printers have some sort of driver feature failure then please stop suggesting uninstalling and re-installing of the printer drivers. I get my drivers from the HP website and have had HP and Norton techs run me thru all of the steps that you have suggested!! Looking for something new, new! step to figure out whats causing this failed recognistion issue in Device Manager or maybe something missing from HP drivers. Now since then I have re-installed Win.7 more than once so with all of this re-installing of software,drivers and OS, I deserve some new insight to this issue!!!
05-31-2012 11:46 AM
We are sorry for the trouble. But until or unless you provide us the information on what steps you have tried and all, we won't be knowing anything. That's why myself as well as other contributors were asking for information. peterweb and huwyngr are Norton users who tries to help out other users like yourself on their spare time.
If the issue persists even without having Norton installed, then it's probably an issue with the driver and that needs to be sorted out only by the HP Support. You can uninstall Norton and confirm if the problem is caused due to Norton or not, report us the results.
05-31-2012 10:24 PM
Uninstalling the printer with the exclamation point from Device Manager did the trick,But I have had HP,Norton and Windows techs investigate this issue many times before and I do remember the HP tech doing the same thing only then it didn't solve the problem and I also believe that it was with the Norton 360 v5 that he did it on. So maybe there was I guess an improvement to the 360? But I thank you for your assistance in this matter, it was driving me crazy.