(For my specific questions, please scroll directly to the bottom of this post.)
Recently, I purchased an HP Photosmart C5180 printer. I checked the system requirements, unpacked it, and began installing the printer on my HP Vectra VL400 (which runs Windows XP Pro, SP2.) The installation directed me to turn off the antivirus software, so I disabled the firewall and antivirus software (both from Computer Associates.) Halfway through the installation, the instructions directed me to turn on the printer, connect it to the computer (via USB cable), and click “OK”. When I connected the printer, Windows came up with the following message:
The system is now shutting down. Please save all unsaved work and log off. Any unsaved work will be lost. This shutdown was initiated by NTAUTHORITY\SYSTEM.
(Countdown timer, starting at one minute)
The process C:\windows\system32\services.exe terminated unexpectedly with status code -1073741819. The system will now shut down.
And then the computer shut down.
I reinstalled the printer, this time postponing the connection of the printer until after all the software had installed. The software installed perfectly. I then connected the printer, and got the same error message, and another system shutdown.
I called HP. They blamed Microsoft. I called my vendor, who had sold me a warranty, just to make sure. They also blamed Microsoft. So I called Microsoft, paid $60, and after two hours, I was told that my problem was that I didn’t have USB 2.0, and that I should reprogram the BIOS to fix the problem. I purchased an updated version of my computer’s BIOS that, as the update vendor told me, would support USB 2.0. A week later, I flashed the BIOS. Then, hoping that this solved the problem, I connected the printer and started it. Same system message, same shutdown. I tried reinstalling all the software, but still got the same problem.
So I called Microsoft again, and had them re-open my case. This time, they told me to use msconfig to disable most of the services and startup programs. (At least one of these returned an ‘access denied’ message and suggested that I log on as administrator. I already was logged on as such.) I tried installing the software, but this time, it quit 5% of the way through the software install (I had postponed connection of the printer) and told me that I had insufficient rights to install (though I was administrator.) I logged on in safe mode and tried it again, but this time the installer quit 3% of the way through the software install because I couldn’t start the print spooler in safe mode. So I returned to normal mode, and they had me add my account with full permissions to every key class in the registry. Then, on installing, I didn’t even reach the software install because windows installer failed. We changed the settings so that windows installer would start automatically, but this didn’t work. Finally, they had me create a new account and give it administrator privileges, and try installing from there. By this time, it was taking approximately seven minutes to restart my computer and do anything. After five and a half hours, I called it a day.
(Translation: by following Microsoft’s advice, I seriously f<!>ed up my computer. Thank God for system restore.)
They called back the next day (yesterday.) After a brief problem with the CD drive (a couple corrupt registry keys, probably from the system restore,) they finally addressed the system shutdown dialog. "Dis is a message you usuvally get vhen you have a virus on your system." I explained that the printer installation dialog had instructed me to turn off all anti-virus programs during the install because of what it was about to do (probably create a user account on the computer as part of the install.) “So this message is probably an overzealous Windows program stopping the installation. How do I turn off that program?” Still, they were convinced that I had a virus on my system. I ran my anti-virus software (which has been updated since I first began seeing the message) and found no viruses on the system. They promised to call back by next Sunday, but I don’t quite trust their help anymore. (They’re nice people, and I mean no offense by the approximation of the support tech’s accent, but I haven’t gotten anywhere with their help.)
What do I do now?
Can I override NTAUTHORITY\SYSTEM and allow the printer to run?
How do I get Windows Installer working again? (It hasn’t been able to run since I modified the registry permissions, but I don’t see how this alone made it fail.)
Edited by Diogenes, 11 June 2007 - 01:28 PM.