Can't Install Printer

XpL0d3r · Jul 8, 2014

Hi all,

Trying to install a Pentax (Brother) PocketJet 3Plus mini printer. I have full admin rights. Before I get into details, I installed this without any issues on two test machines, both also running Win7 Ent x64 with similar specs. Latest version of drivers from Brother website

Install using their software fails because it will not let me continue, stating the printer needs to be plugged in and on, and will auto-detect when it has done so. The printer is plugged in, on, and detected in device manager under 'Other devices'. The Windows automatic install, which worked fine on the two test machines, fails with this one. Trying to manually update the drivers from within dev manager, I get a "The system cannot find the file specified" error.

I go into event log, and I see this:

"Driver Management concluded the process to install driver FileRepository\pj3plus.inf_amd64_neutral_30a1980dfd2ef586\pj3plus.inf for Device Instance ID USBPRINT\PENTAXPOCKETJET3PLUS\7&FAE2E88&5&USB001 with the following status: 0x2."

DriverName FileRepository\pj3plus.inf_amd64_neutral_30a1980dfd2ef586\pj3plus.inf
DriverVersion 2.0.0.4
DriverProvider Brother
DeviceInstanceID USBPRINT\PENTAXPOCKETJET3PLUS\7&FAE2E88&5&USB001
SetupClass {4D36E979-E325-11CE-BFC1-08002BE10318}
RebootOption false
UpgradeDevice false
IsDriverOEM true
InstallStatus 0x2
DriverDescription Brother PocketJet 3Plus

0x2, being cannot find the file specified. I navigate to that location, pj3plus.inf is there.

I've tried rebooting, updating the BIOS, updating chipset drivers, and still can't get it to work. The "RunOnce" registry key is there and where it should be.

Extra Info:
OS Version: Microsoft Windows 7 Enterprise, Service Pack 1, 64 bit
Processor: Intel(R) Core(TM) i7 CPU M 620 @ 2.67GHz, Intel64 Family 6 Model 37 Stepping 5
Processor Count: 4
RAM: 3957 Mb
Graphics Card: Intel(R) HD Graphics, 1754 Mb
Hard Drives: C: Total - 238372 MB, Free - 122491 MB;
Motherboard: Dell Inc., 04373Y
Antivirus: McAfee® Security-as-a-Service, Disabled

Any thoughts or ideas on this? Thanks!

wmorri · Jul 8, 2014

Hi,

I would recommend downloading the latest installer for your printer. If you are still getting error messages. We will troubleshoot them.

Cheers!

XpL0d3r · Jul 8, 2014

wmorri said:
Hi,

I would recommend downloading the latest installer for your printer. If you are still getting error messages. We will troubleshoot them.

Cheers!

Hi, thanks for the quick response!

I have downloaded the latest drivers from the website. Using the installer itself: "Install using their software fails because it will not let me continue, stating the printer needs to be plugged in and on, and will auto-detect when it has done so." The printer is plugged in and on during this time. Also tried this with multiple USB ports. Windows dev manager detects it, but lists under 'Other devices'. Installing manually or pointing to the newly downloaded drivers provides me with the 0x2 error (even though the files are there).

EDIT: Forgot to mention, sfc /scannow did not detect any issues.

Thank you

bassfisher6522 · Jul 8, 2014

First...lets get rid of all of printer driver/software for this printer from the add/remove programs list and the download itself from any saved location. Then go into the registry and manually remove anything from Brother or Pentax in the "HKEY_CURRENT_USER" and "HKEY_LOCAL_MACHINE" under "software" for each. Then run Ccleaner just to clean any junk files that might be left over.

Now, make sure the printer is unplugged and the USB cable is unplugged from PC. Next re-download the driver/software for your printer. Next, install driver/software for your printer....making sure that the printer is still unplugged from the power and USB cable is unplugged....and wait for the install to tell you to do so. Now lets see if it will install for you.

niemiro · Jul 9, 2014

Hello :)

If you use CCleaner as suggested above, can you please make sure that it doesn't delete any logfiles [I don't know the exact settings needed as I never use it myself]. A lot of these cleaners scrub out all old logfiles, but when debugging issues like these sometimes it's the oldest logfiles that are the most useful (I sometimes need to see not why it's failing now, but what happened the first time the install was attempted & went wrong). Losing the logfiles makes that much more difficult.

I would therefore also like a copy of some particular entry logfiles from you. ("entry logfiles"? Not an official term, just what I call the first set of logfiles I collect on an issue. From these, I determine which other (if any) logfiles are needed to fully understand your problem. Sometimes logfiles don't give enough information to diagnose the problem, other times they make it easy.

Without further ado, please copy to Desktop, highlight, right click > Send to > compressed (zipped) folder > and upload here C:\Windows\inf\setupapi.dev.log and setupapi.app.log from the same place.

Thank you!

Richard

Digerati · Jul 9, 2014

Adding to bassfisher's comments, after disconnecting and uninstalling the current driver, reboot the computer. When it comes to hardware and drivers, it is important to note that many settings are read into memory when Windows and applications run. In many cases, when you change/delete the files, or make changes to system settings, these "actions" do not fully take place immediately because the files are still "open". So instead, many deleted files are not fully deleted, and some modifications are not fully implemented until the system is rebooted.

For PCs, the ATX Form Factor Standard requires ATX PSUs maintain +5Vsb standby voltages across many points on the motherboard when the computer is shutdown, but still plugged into the wall (and, "IF" so equipped, the master power switch on the back of the PSU is set to on or "1"). This +5VDC is used to, among other things, keep alive the many "Wake on..." features provided by chipset. These include Wake on Mouse, Wake on Keyboard (which typically work via the USB interface) and Wake on Network. In some cases, such as with network settings, even a simple reboot is not enough to fully clear all settings so a "full power cycle" - a "cold" start is required. That is, exit Windows, shutdown the computer, AND unplug the computer from the wall for a few seconds, then connect and fire it up to see what happens.

I have gotten myself into the habit of a "cold" reboot when changing drivers for major peripherals (printers, graphics cards, sound cards, NICs). It takes a little longer, but IMO, worth it.

As for CCleaner and logs, it is very simple to uncheck the option to delete Windows logs. As noted, Windows own Disk Cleanup and other cleaning programs will delete old logs too. I think it a good point to keep the old logs, if you are experiencing problems. Once you are certain your computer is working properly, then you can purge the logs, if you want. That said, logs are typically in plain text, so they don't normally take up any significant disk space.

XpL0d3r · Jul 15, 2014

Hi Guys,

I haven't forgotten about this thread, the user took a week off so I haven't had a chance to connect back to his machine. I'm attempting all of this remotely while working with the user in terms of unplugging / plugging stuff in. I'm in NY, he is in our TX office.

When the user returns (tomorrow or Thurs hopefully), I'll give all this info a go and post accordingly.

Thanks!

XpL0d3r · Aug 20, 2014

OK so finally an update on this.

Removed all printers / scanners
Removed all registry entries that mention Brother, Pentax, PocketJet
Ran CCleaner, forgot to untick logs so they all went goodbye.
Reboot

Redownloaded driver fresh off Brother's website

Started following directions step by step with their auto-installer. Basically wait until they say so, then plug the scanner in, let it install, and done. Wellllll, same thing as last time, it tells me to plug the scanner in, I see the 'new device found' balloon pop-up recognizing it as a Pentax PocketJet3Plus (as it should), but install then fails. I can't get past the next step on the auto-installer because the Next button does not light up, leading me to believe that there's another error when installing the drivers (hence them failing).

Took a look in event viewer, and found three entries. USB support installed with status code of 0x0 (guessing that means successful), and two with 0x2. See attached images below:

Sorry if those screenshots are hard to read.

When trying to manually install the driver, in device manager, I select the folder containing the driver, and it comes back failing, stating it "cannot find the file specified". Upon going into event viewer, the same two events as shown above show up.

Am I missing something here? Same model laptop this thing installs just fine. We even tried with two different printers of the same model; no luck.

Fred Garvin · Aug 22, 2014

Here's what I would try:
-Uninstall the printer.
-Clean out the user & Windows temp files
-Turn off UAC and reboot the machine
-Leave printer disconnected then Right click on the setup installation file and run as Admin.
-If that doesn't work, download the 32 bit drivers and repeat the above.
-If it installs, change UAC back to where you want it.

I've seen it several times where UAC is the culprit based on what you're describing.

bassfisher6522 · Aug 22, 2014

This is what I hate about 3rd rate printer manufacturers. They're driver/support/download site is so hard to navigate and then it doesn't tell you what bit version the driver is.

Here is the download page I found for your model (pocketjet3Plus - PJ523). Is this the right model you have?

PocketJet3Plus (PJ-523) | Others | Brother Solutions Center

Mobile Printer(RJ/PJ/MW) | United States | Brother Solutions Center

niemiro · Aug 22, 2014

Well, if I can't have the first-failure logfiles, the current logfiles are better than nothing. Please still follow the instructions I gave above.

:)

Digerati · Aug 22, 2014

Brother, a "3rd rate" printer maker? Not hardly. No doubt their entry-level printing devices are "cheap" in every sense of the word, but they compare equally well (or poorly - depending on perspective) with the entry levels models from HP, Canon, and Epson as well. Move to their higher-end lines and they compete well with the other leaders.

In many global and emerging markets, Brother overwhelmingly dominates.

Nevertheless, I feel your pain about user friendly and intuitive website support - or lack of it. But Brother is hardly alone in that area either.

Especially when it comes to drivers for current operating systems with their older models.

Sadly, it seems the printer market is controlled by the ink industry. Inexpensive printers are almost disposable items - costing more to repair than to replace. I think it sad when the "price" of replacement ink is often the determining factor when deciding which printer to buy - not print quality or print speed.

Part of the problem is people don't want to spend $200 plus on a "good" printer they will rarely use. And with the world going more and more "paperless", I don't see that changing.

It takes a lot of resources (manhours and $$$) to maintain support and driver development for obsolete/legacy products - with $0.00 return on the investment, and the consumer taking the hit. But I don't see how that can change.

bassfisher6522 · Aug 22, 2014

Hey Dig, thanks for putting a little perspective to this thread.....and your absolutely right.

Digerati · Aug 23, 2014

.....and your absolutely right.

Some times, that's a curse. For sure, I am all for cheap (as in inexpensive) printers, and for sure, quality ink costs way too much. But the fact remains, home consumers and big companies alike are cutting back on paper use for all sorts of reasons - to include postal costs (stamps and envelopes), storage costs (file cabinets - and people to manage them), and the disposal costs of shredding documents and trash hauling.

It is just much more economical, and convenient to keep and distribute documents in digital format.

XpL0d3r · Aug 25, 2014

Fred Garvin said:
Here's what I would try:
-Uninstall the printer.
-Clean out the user & Windows temp files
-Turn off UAC and reboot the machine
-Leave printer disconnected then Right click on the setup installation file and run as Admin.
-If that doesn't work, download the 32 bit drivers and repeat the above.
-If it installs, change UAC back to where you want it.

I've seen it several times where UAC is the culprit based on what you're describing.

UAC is already off. Won't hurt to try the 32-bit drivers though.

bassfisher6522 said:
This is what I hate about 3rd rate printer manufacturers. They're driver/support/download site is so hard to navigate and then it doesn't tell you what bit version the driver is.

Here is the download page I found for your model (pocketjet3Plus - PJ523). Is this the right model you have?

PocketJet3Plus (PJ-523) | Others | Brother Solutions Center

Mobile Printer(RJ/PJ/MW) | United States | Brother Solutions Center

Yep, correct model. Same place I got them though.

niemiro said:
Well, if I can't have the first-failure logfiles, the current logfiles are better than nothing. Please still follow the instructions I gave above.

:)

I actually missed your first post completely, sorry about that. I'll get the log files when I can. User is a remote service guy so he's in and out of the office frequently.

XpL0d3r · Aug 25, 2014

niemiro said:
Without further ado, please copy to Desktop, highlight, right click > Send to > compressed (zipped) folder > and upload here C:\Windows\inf\setupapi.dev.log and setupapi.app.log from the same place.

Thank you!

Richard

Attached below, thanks!

View attachment logs.zip

XpL0d3r · Sep 8, 2014

Well, good news, the user decided that taking pictures with his iPhone was much easier than using a portable scanner. As such, and after all this crap, I no longer need to get this printer installed. Which is fine with me! :)

Thanks for the help guys.

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Can't Install Printer

XpL0d3r

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wmorri

Visiting Expert, Sysnative Administrator Emeritus

XpL0d3r

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bassfisher6522

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niemiro

Senior Administrator, Windows Update Expert

Digerati

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Microsoft MVP (Ret.)

XpL0d3r

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XpL0d3r

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Fred Garvin

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niemiro

Senior Administrator, Windows Update Expert

Digerati

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Microsoft MVP (Ret.)

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Digerati

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XpL0d3r

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XpL0d3r

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Can't Install Printer

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ModeratorHardware ExpertMicrosoft MVP (Ret.)

Sysnative Staff

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Microsoft MVP (Ret.)

Moderator
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Microsoft MVP (Ret.)

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Microsoft MVP (Ret.)