Can't Uninstall, Reinstall, Repair, or Change

[Rugen]

After having scanning issues, I noticed that this printer, which has been connected and in use for a few years, no longer shows in the Windows 10 "Printers & scanners" page. It also no longer shows in the Control Panel in "Devices and Printers". It does however show in Device Manager, and I can still print to it.

I tried to uninstall the HP software, but I get the following error: Error -2147467259: Failed to find driver packages to process

I tried to repair the software, but I get an error that the necessary files could not be located. I tried to reinstall a newer version of the HP software, but I get the same "Error -2147467259: Failed to find driver packages to process".

I uninstalled the drivers for the printer from the Devices and Printers Control Panel, and then allowed Windows 10 to reinstall the printer after a reboot. The printer driver installs successfully according to the Event Viewer log files, but I still can't scan. I still have broken HP software on my computer that I can't get uninstall or reinstall, and the printer doesn't show up in Windows Printers & Scanners or Devices and Printers.

Based on feedback from others peoples' issues on this forum, I tried working from a clean boot. I tried enabling the administrator account and working from it. I tried running an SFC scan. I tried Windows troubleshooters. I tried HP's Print and Scan Doctor.

The computer has Windows 10. It was on version 1903, but has been updated to version 1909.

[Kumar0307]

Hi @Rugen

Welcome to the HP Support Community. I'd be happy to assist you. Let us try these steps:

1. On the PC, go to Control panel > Devices and printers > Add a printer(at the top) 
2. Under 'Choose a device or printer', click on 'The printer I want isn't listed'.
3. Select 'Add a printer using a TCP/IP address'
4. Find the IP address of the printer by tapping on the wireless icon on the printer screen
5. Type in the 'IP address in Hostname or IP address' box, click next
6. Proceed to the next steps by following the on-screen instructions.
7. Try printing in color.

If the issue persists, Install the printer using Windows built-in driver

Refer to this document to know how. Try printing.

Alternatively, you may also use HP Smart app to print and scan from your PC

Click here to download and know more about the app.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[Rugen]

The printer is connected via USB cable, not by network. I tried the Smart App, but the Smart App said it wouldn't work with USB connections.

How do I get the drivers and software to work using a USB connection?

[asmita6658]

@Rugen

Are you able to make a copy? 

Try these steps -

1. In Windows, search for and open View local services.

2. In the Services window, scroll down the list and find Windows Image Acquisition (WIA).

3. Look at the Status and Startup Type values.

If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly. 

If the status is Disabled or no status displays, right-click Windows Image Acquisition (WIA), click Properties, click the General tab, select Automatic from the Startup type dropdown menu, and then click Start.

If the Start button is grayed out, go back to the Services menu, make sure Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper, and DCOM Server Process Launcher are running and set as Automatic, and then start WIA.

Keep me posted. 

[Rugen]

I don't think you understand my issue. I have broken "HP ENVY 7640 series Basic Device Software" on my computer that I cannot uninstall, repair, or install over. If I try to use the "HP Scan" application, it says "The HP ENVY 7640 series was not found". I cannot pull up my current ink levels or other printer information on my computer. "Printers & scanners" within Windows Settings does not show my HP printer, but yet I can still print. I just can't scan or use any function associated with the HP software on my computer because it's broken.

Yes, I am able to make copies on the printer.

The WIA service was set on Manual. I changed it to Automatic and started the service. HP Scan still says "The HP ENVY 7640 series was not found". 

Does HP have a tool to manually remove broken software installations?

[Kumar0307]

@Rugen

We can try to perform clean uninstallation of pre-installed HP drivers.

1.  In Windows, search for and open Programs and features 
2.  Select your HP Printer 
3.  Select Uninstall 
4.  In Windows, search for and open Devices and printers 
5.  In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 
6.  Open up the run command with the “Windows key + R” key combo. 
7.  Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”) 
8.  Click on the “Drivers” tab 
9.  Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 
10.  Select Ok 
11.  Select Apply and Ok on the Print Server Properties windows 
12.  Close Devices and Printers, restart the computer.

If this does not help, you may have to use a third-party uninstaller.

Let me know how this goes.

[Rugen]

Thanks, but I already tried those steps. I can remove the drivers, but I can't do anything with the broken HP software package.

So if HP can't remove the broken HP software package, which third parties can?

[Kumar0307]

@Rugen

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction with our HP Support team.

I would request you to contact them for further assistance.

1) Click on this link - www.hp.com/contacthp/

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

Keep me posted for any other assistance.