C5180 All-in-One stopped working again after latest Windows 10 update

[envirossf]

Hi Everyone,

The last time I was here (7/27) I had a problem reinstalling my C5180 after the Windows 10 update.  The forums helped me reconnect my printer and I appreciated it.   After latest update on 7/10 (KB4338819, KB4338832, & KB890830) my C5180 stopped working again.  This time I went back and followed all the steps illustrated in my previous post by the HP professionals.  I deleted the C5180, drivers and registry entries.  I then attempted to set up the C5180 again. I managed to get the printer only working through the USB method.  This will not suffice as I am in a situation where I need to use my scanner desperately.  I have therefore removed the C5180 entirely and would like to start over.

What I would like to do is set up my C5180 as a wired network all-in-one.  This is the previous status  I maintained for the C5180 from the time I purchased it.  My Windows 10 laptop is set up with a wireless connection to the same router/gateway I would like to use.  As an aside, I noticed that the full updated suite of software that I downloaded from the HP website no longer contains the digital imaging software (OCR I.S.I.S.) that was previously included.  I am wondering if this is a possible reason my scanner is not recognized.  Also, is there a possibility that a 5.0 Ghz versus 2.4 Ghz  WiFi would make a difference with any installs.  I would greatly appreciate any suggestions, links, downloads, instructions, etc., offered.  Thanks in advance for the help!

[Jeet_singh]

@envirossf,

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. I see from the post you are having issues connecting your HP Photosmart Printer. Don't worry we'll work together to help you find a solution.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes on the printer before the issue started?

Have you tried to do a clean install of the printer software?

After reviewing your post, I did go through the printer specification and found that this printer only support USB connection. For more details, please click here

In the meantime, let's try these steps here: 

Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

First, unplug the USB cable from the printer if present.

Go to Control panel – Programs and feature – Select all the HP Photosmart printer entries and uninstall them.

Now go to Control panel – Devices and printer – Select all the HP printer entries and remove the device.

Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.

Under print server properties, go to drivers - remove any HP printer entry there as well.

Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

Restart your computer.

Now click on this hyper link to download and install the full feature software.

Connect the USB cable only when prompted and follow the on-screen instructions to complete the setup.

If the issue persists, I would suggest here is to Uninstall the printer drivers and then try installing the Windows built-in drivers for the printer.

Simply turn on the printer and connect the USB cable from the printer to the PC. The drivers will be installed in 2-3 minutes. Go to Control panel - Devices and printers to check the printer entry and make it as default printer if needed.

Check this link for additional instructions.

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[envirossf]

Hello again Jeet_singh, 

First, to answer your questions, no, I did not make any changes to the C5180 before the windows update, and yes, I did perform a clean complete install after completing a hard reset and deletion of all HP software on my laptop.

Now, to clear up several things.  I noticed that you stated in your response that the printer specs said this printer can only be connected via USB.  I hate to correct an HP support agent, but the specs said "Typical Installation; available USB port". "Typical" does not mean only.  Before this last episode, I have had the C5180 connected via an ethernet cable to my network gateway/router.  The C5180 was recognized as a network printer, and I was able to print and scan to and from my Windows 10 laptop which is connected to my network via WiFi.   Since the issues began, I have only been able to connect the C5180 via USB to my laptop, and using this method I have only been able to use the printer function of my HP Photosmart C5180 All-In One (printer, scanner, copier).  When trying to use the scanning function, the laptop tells me to install a scanner.  Since the scanner has already been installed (as part of the all-in-one) I am at a loss as to what to do next.  I explained in my original post that even the HP full feature software (that you directed to) now does not include the OCR I.S.I.S scanning package which had a digital imaging icon theat showed up on the taskbar section of the laptops bottom toolbar.  This icon created a shortcut to the scanner functions, one of which noted whether the scanner was ready for use.

At this point, I would be happy with the C5180  working as a printer and scanner via direct USB cable connection.  The printer has again been completely reset and the laptop has been scrubbed of all HP drivers and software.  I am waiting to reinstall based on HP's expert advice.  Can you help me?  Thank you very much for your time and effort in this matter, and I will be awaiting your response!

[KrazyToad]

@envirossf

Thanks for keeping us posted

It looks like you were interacting with Jeet_singh, but he is out for the day & I'll be glad to help you out. I'm KrazyToad & I'm at your service. 

Since all these issues started after a recent Windows 10 update, I suggest you perform a System Restore to an earlier time to confirm if the issue was caused by the recent updates

- Select the Start button, type control panel and then choose it from the list of results.
- Search Control Panel for Recovery.
- Select Recovery > Open System Restore > Next.
- Choose the restore point related to the problematic app, driver, or update, and then select Next > Finish.

You can also try creating a New User Account , log in and check if that works

• Select the Start  button, then select Settings  > Accounts  > Family & other people > Add someone else to this PC. 

• Enter a user name, password, password hint, and then select Next. 

• To make the new account an administrator account, select Start  > Settings  > Account  > Family & other people and select Change account type. Under Account type, select Administrator > OK. Restart your machine and sign in with the new administrator account. 

Keep us posted

Thank you 😀

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" and this will also help other community members with similar issue.

[envirossf]

Thanks for the reply Krazy Toad!   I am not sure if you are aware of this, but the new Windows Updates for Windows 10 erase all previous restore points.  I found this out by purpously creating a new restore point prior to accepting the download for a Windows Update (I have my laptop set to notify me of a new update before it is downloaded).   I went to check to see if there was another restore point set after the update and found that the restore point I set was erased.  I did some research and found many other people who experienced the same thing as I did.  Microsoft has stated the reason that this happens is because restoring to a point previous to a feature update can damage your system.  Many people have commented that this makes no sense, as in theory, the restore point should remove the update and actually return the pc back to the point  before the update.  In reality, this is not what happens.  It appears that once the update is downloaded and installed there is no way to return other than wiping the hard drive and reinstalling the operating system at your chosen point (if you can find the correct OS version).   It would appear to reinforce the admonissions of many tech pros to keep an up to date backup on a separate external drive (which I do not).

Regardless, what I am tring to find is a separate download (not the full install download), for the scanning function of my Photosmart C5180 All-in-One.  I have been having issues with my Windows 10 laptop recognizing that the C5180 is an all-in-one when connected via USB.  I have tried and repeated the steps all of the HP support agents have recommended and am still unable to have the C5180 recognized as an installed scanner, even when it is listed elswhere as the default printer.  I am unsure of whether this is because it is an older unit and HP does not have new individual drivers (as on the download page for drivers for this unit, the  link to the section for just downloading the basic driver is now dead, and the only driver available is the full install package from 2015).  If this is so, I would appreciate an HP agent telling me.  Otherwise, if there is something I am missing, please make a suggestion, or if you can, post a link to a HP Photosmart Basic Driver, or scanning drivers.  Any responses, suggestions, links, etc., would be greatly appreciated!

[Jeet_singh]

@envirossf,

It's great to have you back and your patience is greatly appreciated.

As I understand you have already followed the steps and unfortnately nothing has helped to resolve this issue.

In this scenario, to have the scanner feature, you need to have the full feature software installed on the PC.

There is a full feature software available for your PC, so let's do a clean install of the printer drivers:

Let’s try to fix this issue by doing a clean install. Follow the steps mentioned below:
 

·         First, unplug the USB cable from the printer if present.

·         Go to Control panel – Programs and feature – Select all the HP Photosmart printer entries and uninstall them.

·         Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.

·         Restart your computer.

·         Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.

·         Once in device manager, click on the view tab in the top & choose “Show hidden devices”.

·         Then from the device manager list, check the entries under “Printer” – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device".

·         Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says, “Unknown device”.

·         Once done, close device-manger. Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.

·         Under print server properties, go to drivers - remove any entry there as well.

·         Again, go to run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

·         Once done you can try cleaning out your temporary files and cached files. You can try using automated applications like some cleaner software's that you can download from the internet.

·         Now restart your computer again.

·         Open the Run window again, type “services.msc” and press ok to get services window.

·         Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.

·         Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.

·         Repeat the same exercise on “Function Discovery Resource Publication” as well.

·         Click on this link: https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-photosmart-c5100-all-in-one-printer-se... and install the software.

·         Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

If you are still facing the issues to remove the driver, then try using a 3rd party software removal applications like "Revo uninstaller" or "Wise" to completely remove the programs.

I’d suggest using the HP Smart. Go to https://www.hpsmart.com/us/en to download and install the HP Smart app on your PC.

Let me know if those steps worked for you.

If they did, that’s awesome!

Give us some reinforcement by clicking the solution and kudos buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[envirossf]

Hi Jeet-singh,

Thanks for getting back to me with your suggestions.  I did do the complete removal  and clean install you recommended.   Unfortunately, it didn't fix the problem.  Also, if you saw my response to Krazy Toad, the page you directed me to in order to download the software suite listed "HP Photosmart Full Feature Software Suite" in it's description said a separate download was available titled "HP Photosmart Basic Driver".   There is no active download tab to use.  Can you tell me where to find this driver download?

The other suggestion was for me to use the HP Scan and Capture App for scanning.  I appreciate the suggestion, but in order to use the app, it has to recognize that the C5180 is not only a printer, but also a scanner.  Apparently, it does not, because when I try it, it says "no device selected".  The search option also does not find the scanner, even when I tried the manual option.  I still have the printer working via the USB, but no scanner functions.  The unit is listed as "HP Photosmart C5100 Series" under the Devices and Printers, and shows "driver is unavailable" with the little yellow triangle, even though the printer part works.  Thanks for taking the time, and if you can make any more suggestions, or provide more links, I would greatly appreciate it.

[Jeet_singh]

@envirossf,

Thank you for getting back to us,

As I see you have already tried performing a clean install and nothing has helped. More over you are looking for a basic drivers for your printer. Unfortunately there are no basic drivers available as this product is pretty old. If you are having issues with the full feature software, as suggested in the previous post you could try to uninstall the printer and install it using Windows built in drivers.

If the issue persists, check this: I'm sending out a Private message with the information you need to get this sorted,

Please check your Private message icon on the upper right corner of your HP Forums profile 

Next, to your profile Name, you should see a little blue envelope, please click on it 

Keep me posted,

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[envirossf]

Hi Jeet_singh and all the rest of the HP Support staff,

Thank you for all your help and advice.  I have read and tried all of the options, suggestions, and links you provided, without success.  My C5180 is functioning as a printer via a USB connection, but the scanning functions are unavailable.

Even the printer seems to not be properly installed, as when the icon on the Settings - Devices&Printers says the "driver is not installed".   Regardless, the printer works. 

In rereading all the communications on this subject, I realized I've omitted an important step I took.  At one point I went to the Device Manager, found 2 entries for "Photosmart C5100 Series" under "Other Devices", with the yellow error triangles on their icon.  I clicked on one of the icons and selected "update driver", "browse my computer for driver software", "let me pick from a list of available drivers on my computer" and selected "HP Photosmart C5100 series".   It started installing the drivers, then stopped with a pop-up saying "Windows had a problem installing the drivers for your device".  Lower on the page it said "an error occurred during the installation of the device".  Following that it said "The driver cannot be installed because it is either not digitally signed or not signed in the appropriate manner.  Contact your hardware vendor.  If you know the manufacturer of your device, you can visit their website and check the support section for drivers."

Apparently, we have come full circle!   Earlier I was told that the link on the C5180 driver page leading to the "HP Photosmart Basic Driver" was no longer available due to the age of my machine.  I see now that Windows 10 also recognizes that HP decided not to support the unit because of the age.  This has greatly disappointed me considering that Windows, which has a bad reputation for operating system support, at least lets you know the dates that they will stop supporting a product.  HP does not even go this far, and just stops supporting the product without warning.  They didn't even remove the link on the driver page for the C5180 for the basic driver, they just made it inoperable without explaination.  I guess I now am in the position of finding another scanner to use.   I wish the decision making management at HP cared as much about their customers as the HP forum support staff seems to.  Thank you for your time.

[KrazyToad]

@envirossf

It looks like you were interacting with Jeet_singh, but he is out for the day. I'm KrazyToad & I'm at your service. 

I understand your concerns and frustration.

I have sent you a private message. Please check it

Thanks 😀