Printer driver problem

Recently I was asked to fix printer driver installation. In this case, it was HP Officejet Pro 8620, but it is not important and later on, you will see why.

I downloaded fresh drivers full and compact versions from HP site. Actual error message was saying

Call to DriverPackageInstall returned error 1726 for package C:\Program FIles\HP\HP Officeject Pro 8620\DriverStore\Yeti\hpvyt13.inf

Error code 1726 is “The remote procedure call failed”. But which one and how this is related to printer drivers?

Google was not helpful on troubleshooting of this exact error message so I took some basic steps, that are usually done when you have troubles with software installation.

  1. Uninstall all previous driver installation
  2. Cleaned driver folders
  3. Cleaned registry
  4. Restarted computer

 

Unfortunately all these steps were not successful. So I decided to look for some older versions of the same driver. However HP do not provide them and I’m bit scarred to install drivers from unknown web sites.

Then I tried to install driver manually, without installer with PnPUtil, which is a part of windows operating system.

PnPUtil -i -a C:\OJ\hpvyt13.inf

Where C:\OJ\hpvyt13.inf is a path to driver file, which I extracted from setup.

Here I got exactly the same error. Remote procedure call failed. I start to suspect it is something wrong with windows system files and run

sfc/scannow

Log for it is located here: %WinDir%\Logs\CBS\CBS.log

It was able to find some faults, but most of them were about wrong file or folder owner so I skipped that.

For now it was not enough information to think about the root cause so I decided to search for more logs. And I found them. Windows have some logs for device installation located here C:\Windows\INF\setupapi.dev.log

Error message there was saying

“Failed to install catalog ‘hpvyt13.cat’ as ‘oem2.cat’. Error = 0x000006BE”

Catalog oem2.cat is located in C:\Windows\System32\CatRoot

I was able to open it and seemed it was working fine. Tried to place hpvyt13.cat to catroot folder, but that made no changes.

Then I tried to do repair of catroot database, which is located in C:\Windows\System32\CatRoot as described here

I remember old trick with HP dirvers, when installation was possible only with local computer administrator account. I created new account and tried to log in with it. Got error message:

The user Profile service failed the sign in user profile cannot be loaded

I recreated hidden “Default” folder in C:\Users and then I was able to login. However it was working very slow and I had to log off. Afterwards I was able to log in, but a lot of things were not working there, like press “Start” button and so on.

Here I started to suspect that there might be some problems with physical disk. Checked that with command

chkdsk C: /f /r /x

And restart. Checkdisk found some minor errors, but installation of printer still was not working

It was still not working to install driver. I checked windows application/system logs and found there some interesting events:

Windows cannot access the file C:\Windows\System32\CatRoot\{F750E6C3-38EE-11D1-85E5-00C04FC295EE}\Package_864_for_KB3200970~31bf3856ad364e35~amd64~~10.0.1.5.cat for one of the following reasons: there is a problem with the network connection, the disk that the file is stored on, or the storage drivers installed on this computer; or the disk is missing. Windows closed the program Host Process for Windows Services because of this error.

 

Program: Host Process for Windows Services

File: C:\Windows\System32\CatRoot\{F750E6C3-38EE-11D1-85E5-00C04FC295EE}\Package_864_for_KB3200970~31bf3856ad364e35~amd64~~10.0.1.5.cat

Faulting application name: svchost.exe_CryptSvc, version: 10.0.14393.0, time stamp: 0x57899b1c

Faulting module name: bcryptPrimitives.dll, version: 10.0.14393.0, time stamp: 0x57899aef

Exception code: 0xc0000006

Fault offset: 0x0000000000005707

Faulting process id: 0x1340

Faulting application start time: 0x01d2d7070b3da4a9

Faulting application path: C:\WINDOWS\system32\svchost.exe

Faulting module path: C:\WINDOWS\System32\bcryptPrimitives.dll

Report Id: 99e8b755-375f-4984-bf1d-060d42364687

Faulting package full name:

Faulting package-relative application ID:

 

Cryptographic Service was starting and crashing all the time.

Since Package_864_for_KB3200970 should be somehow related to KB3200970 I decided to reinstall this update. Guess what? It failed as well.

I tried to open C:\Windows\System32\CatRoot\{F750E6C3-38EE-11D1-85E5-00C04FC295EE}\Package_864_for_KB3200970~31bf3856ad364e35~amd64~~10.0.1.5.cat, but got an error that this file is not valid cat file. I tried to open it with notepad, but it was saying that file cannot be found.

Then I deleted file above and restarted Cryptograpic Services. After few minutes I got the same error message as above, but for another file. So I had to delete like 15 files to get Cryptographic Services working stable.

Afterwards printer installation was smooth.

Windows 10 does not allow installation of unsigned drivers. Cryptographic services are required to sign drivers on windows with digital signature. Installer was trying to connect this service, but failed since it was stopped all the time, so alarmed about PRC call failed. Hope this will help someone and you will not spend so much time like I did.