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gulibill
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Computer no longer recognizes printer

HP Recommended
HP Envy 5640
Microsoft Windows 10 (64-bit)

After turning printer back on, desktop computer no longer recognised it. Connection is via WiFi. Used Print & Scan Doctor to diagnose problem, no result. It proposed downloading newer driver software from HP. Did that, but reinstall failed with Message:  "Driver Package Uninstall: Error 5 .  C:\\windows\system32\DriverStore\File Repository\hpwia_en5640.inf_amd64_3b5186f9e88dece6\hpwia_en5650.inf     

A caller of Driver Package Uninstall must be a member of Administrator's group to install a driver."

 Repeated the process, including download direct from HP support site: same result.

Attempted to uninstall existing driver via W10 Control Panel / Programs, but failed with same error message. Needless to say, I am shown as Administrator in the W10 Microsoft account. Meanwhile, printer does still work OK via WiFi from another computer.

3 REPLIES 3
sandytechy20
HP Support Agent
HP Support Agent
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@gulibill

 

Welcome to HP support community.

 

Did you uninstall the printer from root level?

If not, follow the below steps:

Perform root level uninstallation to remove all the printer related software's.

  • In Windows, search for and open Programs and Features.
  • Select your HP printer.
  • Select Uninstall.
  • In Windows, search for and open Devices and Printers.
  • In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
  • Open up the run command with the "Windows Key + R" key combo.
  • Type printui.exe /s and click OK.
  • Click on Drivers tab.
  • Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
  • Select OK.
  • Remove all instances of the same.
  • Select Apply and OK on the Print Server Properties windows.
  • Close Devices and Printers. 
  • Restart the PC again.

Download and run printer full feature driver

Click here to download the driver.

 

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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gulibill
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Thank you, Sandytechy20. I followed your instructions precisely, but to no avail . First, my attempt to uninstall the envy printer driver & software produced the same Error5 message I originally reported. Second, whilst I was again able to uninstall the printer from 'Devices & Printers' list, my attempt to delete the printer from the Print Server Properties / Driver Package Information pop-up resulted in the following error message:

"The following package(s) cannot be deleted:
hpygid17.inf (x64)
This package contains the following driver(s) that are in use:
HP ENVY 5640 series; This driver is used on:
dhcppc8 (HP ENVY 5640 series)"

So we are back to square one: windows 10 refuses to uninstall or remove the driver software, allegedly because it thinks I don't have Administrator status (which MS Account says I do!).

I'm wondering if the only solution might be the drastic one of W10 system restore. What do you think, Sir?

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sandytechy20
HP Support Agent
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@gulibill

 

This might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

  1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
  2. Select the country.
  3. Enter the serial of your device.
  4. Select the country from the drop-down.
  5. Click on "Show Options".
  6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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