Printer icon on desktop starts install instead of print-assistant

[Cangoou]

When clicking the icon "HP OfficeJet Pro 7740 series" on one PC, the HP Print Assistant is started, where you can manage the printer or start a scan. On another PC, clicking the same icon launches a "DriverSetup.exe" which wants to install the printer - altough the printer is already installed. I used the Print-Doctor-Software to reinstall the software for the printer, but with no effect. How can I get this icon to work again?

[Dragon-Fur]

@Cangoou 

The software is not fully installed - and conversely, when you uninstall the printer software, it is perhaps not fully uninstalled.

References

Your Full Feature Software:

HP OfficeJet Pro 7740 Wide Format All-in-One series Full Feature Software and Drivers

Your Printer Homepage:

HP OfficeJet Pro 7740 Wide Format All-in-One Printer series

Ideas...

A couple of things to try - easy stuff first:

=========================================================

Try this version of the Print and Scan Doctor.

This version handles some of the particular "off line" and weird connection issues.

Having offline, installation, or odd connection issues?

Use this version of the Doctor first:

HPPSdr.exe

Information / version file

HPPSdr.xml

=========================================================

** Install – Optional - Port Issues - Create a TCP/IP port **

TCP/IP can resolve odd connection, scanning, and installation problems.

Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues

How-to “Create TCP Port” Contributed by  greenturtle:

Create TCP IP port

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
2. On your PC, go to Control Panel, from Devices and Printers, Right-Click the printer and Left-Click Printer Properties, select the Ports tab.
3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
4. Type in the proper IP address for the printer.

This video resource will show you how to do it:
Create & Use TCP IP port

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)

=========================================================

Restart all your gear

Once the TCP/IP port is set,

Restart everything, including the router on your network.

=========================================================

Easy but not so quick...

Completely Remove Printer Software - Install Fresh Copy

If the installation still fails to correct the problem (Printer Assistant is not working as expected)

Read / Consider / Try

NOTE:  Actions are short - lengthy explanation - scroll through to understand options

• First:  Read through the information to better understand your options.
• Reinstallation woes?  For the Uninstall:  Start the Uninstall at the "All the bits" section
  1. All the bits:  Read and follow the uninstall instructions, including the removal of leftover device entries and any printer software in the user account.

• Install a fresh copy of the printer software.  Remember to read-and-heed the message regarding a possible different location of the printer software installation package ("Important - Things are Changing").

• Restart the computer and log in

Clean Remove and Reload Printer Software

Preparation / Information

Windows Updates

Before you install / reinstall printer software, do check and run Windows Updates.  Even if Windows Updates appears to have caused trouble in the past, it is always possible rerunning Updates again can resolve odd issues (for example, printer not recognized).

Create Restore Point

Before making any changes to your system, always create a Restore Point!

Stop / Exit all programs:  Browsers, games, Applications, etc.

Control Panel > icon view > System > System Protection > 

Click (Highlight) your main disk (C) > Select Create a Restore Point

OR

(As available)

Create a restore point now for the drives that have system protection turned on

Create

The Print and Scan Doctor – Which Doctor?

The Doctor can help with several issues, including driver, connection, and "jobs stuck in the queue".

HP Print and Scan Doctor for Windows

Wait!

Having offline, installation, or odd connection issues?

Use this version of the Doctor first:

HPPSdr.exe

Information / version file

HPPSdr.xml

HP Smart – The “Smart” Printer Application for Windows 10

Open the Software and Drivers Support Website for your printer

Check the Box Get the App

OR

Links to HP Smart software for Windows and Mobile devices,  includes an FAQ section

 HP Printers - Using the HP Smart App (Windows 10)

Windows key > All Apps > scroll down to category H > click on HP Smart

Optional: Right-Click on the application to Pin to Start and / or Pin to Taskbar

Reminder:  For best results, after installing, be sure to log into the HP Smart app.

NOTE

If you have trouble with HP Smart, uninstall the Application from Windows Start > All Apps > scroll down, find and Right-Click on HP Smart > Uninstall.  A new copy of the application can be downloaded / installed from the Windows Store.

Adobe Reader DC – Needed Whether You Use It or Not

If you have not done so,

Reinstall / Update your PDF Reader (Adobe Reader DC /Optional  Foxit Reader)

HINT:  Watch out for and UNCHECK unwanted extra software

Adobe Reader DC software should be installed even if you do not open / view / print PDF files directly from the software.

Oddities and Contributions

• Issue:  Missing EWS Options for Printer - HP Smart for Mobile (might be relevant to HP Smart for Windows)

Solution:  Reset printer to network defaults > Add printer back into network > “Forget” and then re-add the printer back into HP Smart Mobile Application.

Thread: HP Smart app Advanced Settings (EWS) option missing from HP Smart mobile apps w/OJ Pro 9020

• Fix for the dreaded error “Call to Drivepackageuninstall returns error 5”

TKB article contributed by  ShlomiL 

Call to DriverPackageUninstall error 5 returns during HP Device Software uninstall

Reminder – First Step “Run as Administrator” is crucial in Section: HP PC Solution

Where is the Full Feature Software? 

• If available, use the Easy Start method to install your software:  During the installation, select the Full Feature Software (full driver) – wording may vary.
• Some printers now offer (and use) the HP Smart for Windows as the main printing application.  If offered, the application might be listed on the Software and Drivers web page as "Get the App"
• Full Feature Software might have been relocated to Software and Drivers > Subcategory Software Utility
• After the software is installed, Restart the computer and log in

The Basics - Standard - Reinstall Full Feature Software

Choose this option when everything is generally OK and you (just) want to remove and reinstall the software.

Printer Software

• Uninstall the existing printer software from Programs and Features
• Restart the computer and log in
• Open Category Software and Drivers in your printer Support Website
• Download-and-Save the printer software (Full / HP Smart / Easy Start)
• Navigate to the folder in which you saved the software installation package (likely Downloads)
• Right-Click on the downloaded package and "Run as Administrator" to start the installation
• After the software is installed, Restart the computer and log in

+++++++++++++++++++++++++++++++++++++++++

OR

➡️  The Detailed Procedure – “All the bits and extra steps”

(Start)

Printer Software – Blocked in Security Software

Check your Security Software to make sure the printer software is not being blocked.  Most Security software will allow you to make an exception for applications / software you want to use on your computer.

If you make changes to the security software setup, Restart your computer and log in.

Uninstall Existing Printer Software

Uninstall existing printer software from Programs and Features

Method One - Control Panel > icon view > Programs and Features >

Method Two - Settings > Apps > Apps and Features >

Search or Scroll down

Uninstall the printer software

After the software is removed, Restart the computer and log in

If printer software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed

 Remove - Printer Software – Lurking in the Device Manager

Check / Remove

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

If any devices are removed, Restart the computer and log in

Remove - Printer Drivers – Lurking in Devices and Printers

Check / Remove

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

Clicking on a printer, displays options along the ribbon (near the top of the Devices and Printers window)

Click Print Server Properties > tab Drivers

Click on Driver(s) in list, select Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

If any devices are removed, Restart the computer and log in

Remove – Print Server Properties  / Printers in Print Manager

There are several ways to get to this data - choose one with which you are comfortable and that works on your version of Windows.

Method – Print Server Properties

Control Panel > icon view > Devices and Printers > Left-Click on any printer device (even OneNote)

Along the horizontal ribbon, Open Print server properties > Tab Drivers

or

Windows key + r (opens "run" window) > type printui.exe /s /t2

Next

Left-Click on each printer entry > Highlight and Remove

Complete this action for every instance of every printer entry you find in the list you have open.

Click OK to save changes and exit the menu

Method – Print Management

Pro versions of Windows:

Control Panel > icon view > Administrator Tools > Print Management

or

Windows key + r (opens "run" window) > type printmanagement

Next

Open Section Custom Filters > Open Subsection All Drivers 

Right-Click on each printer entry to Highlight and Delete

Delete / remove every instance of every printer entry you find in the list 

or 

Open Section Print Servers > Open Subsection Your computer (Local) > Open Subsection Drivers

Right-Click on each printer entry to Highlight and Delete

Delete / remove every instance of every printer entry you find in the list 

Remove  - Printer Software – Lurking in the User Account

Check / Remove

Clear Temp Folder in AppData

Method One

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\Temp

OR

Method Two

Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (It is expected that some files cannot be deleted, ignore these)

Restart the computer and log in

Clear HP Printer mention in AppData\Local\HP

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

Reminder: 

• HP Smart for Windows is an application - it is found in Settings > Apps > Apps and Features
• There is unlikely any "HP Smart printer software bits" from the application in your AppData folder.

Installation – Full Feature Software

• Open Category Software and Drivers (possibly subcategory Software-Utility) in your printer Support Website  
• Download-and-Save the Full Feature Software / Print and Scan Driver and Accessories or HP Easy Start Printer Setup for your Operating System version.

• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”
• After the software is installed, Restart the computer and log in

NOTES

If using USB, disconnect the USB cable between the printer and the computer before starting the installation.  Connect the cable when instructed to do so (toward the end of the installation procedure).

Both the HP Smart Application and the Full Feature Software can be installed on the same computer.

HP Documents

HP Printers - Finding Drivers, Apps, and Updates for HP Printers

HP Printers - Uninstalling the Printer Software (Windows)

Optional - Install - Video help

NOTE:  Videos may be found in one or more locations (depending on printer / software / version)

Open the printer Software and Drivers page >

Scroll down and select Related Videos > Click View All >

Find and view the relevant video

AND / OR

** Install - Printer Homepage – “Things that are your printer” **

Drivers / Software / Firmware Updates, Videos, Bulletins/Notices, How-to, Troubleshooting, User Guides, Product Information, more

Open the printer Support Website Homepage >

Scroll down and select Video Tutorials > Click View All >

Find and view the relevant video

AND / OR

Install - HP Collection of “how-to” videos

HP Video Gallery

Use Categories and the search window to narrow the search. 

For example,

Category Printers and All-in-Ones > Install, Setup, Drivers

Select your Video

 Firmware

Consider installing the printer Firmware

READ (when provided) all information and instructions before installing the firmware

If / After the firmware is installed, Restart the computer and log in

Reminders

• Firmware is normally updated after the printer software is installed / functional.
• If there are continuing installation issues, try updating the Firmware first.
• Firmware does not have to be updated if you change computers.
• Firmware does not have to be updated when you reinstall the printer Software.

 HP Printers - Updating or Upgrading Printer Firmware

===================================================

Installation - Optional / Extras

** Install – Optional - Port Issues - Create a TCP/IP port **

TCP/IP can resolve odd connection, scanning, and installation problems.

Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues

How-to “Create TCP Port” Contributed by  greenturtle:

Create TCP IP port

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
2. On your PC, go to Control Panel, from Devices and Printers, Right-Click the printer and Left-Click Printer Properties, select the Ports tab.
3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
4. Type in the proper IP address for the printer.

This video resource will show you how to do it:
Create & Use TCP IP port

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)

** Install - Optional - For Windows 10 Users – Compatibility Mode **

If you have been having trouble getting the printer software to fully install (Printer Assistant is functional and Scanning works), consider using Compatibility.  Note that this method only fixes “one type” of difficulty; installing this way may – or may not – make the necessary difference.

Right-Click on the downloaded installation file > Properties > Compatibility 

Check "Run this program in compatibility mode for"

Select Windows 8 (or the closest you can find)

Click Apply and OK to close the Properties menu

Right-Click on the installation file and select to Run as Administrator

(Finish)

=========================================================

Reference and Resources – (More) Places to find help, solve problems, and learn how to use your Printer

Printer Homepage – “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, User Guides / Manuals, Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP OfficeJet Pro 7740 Wide Format All-in-One Printer series

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