Can't install HP ENVY printer after reinstalling Windows 10

[AEvans2]

I had to get Windows 10 reinstalled recently. Now I can't get HP Smart to install my printer. It finds the printer, says "getting print driver information", then says driver unavailable and goes to the Windows Printer and Scanners page. Here my printer shows up with printer icon and a blue progess line suggesting that installation is almost complete. Then the icon changes to a scanner, listed under Printers and Scanners and also listed under Other Devices. I can scan but not print. I also sometimes get a Windows error splwow64.exe Bad Image with error status 0xc000012f - don't know if it related to this problem. I have tried lots of solutions suggested on this forum, included deleting HP drivers and software, uninstalling printer, restarting Windows, reinstalling HP Smart, but always seem to get the same result. I have connected the same printer to 2 other laptops using HP Smart and they both work fine. Going round in circles and getting frustrated, can anyone suggest a solution please?

[A_Gayathri]

Hi @AEvans2,

Welcome to the HP Support Community

I understand you are facing an issue Can't install HP ENVY printer after reinstalling Windows 10. Not to worry I will help you to get a resolution to resolve the issue.

please follow this link for HP printer setup (Windows built-in driver)

Let's perform a power drain: 

• 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 (This is important) 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

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.
• click here  and follow the troubleshooting steps- HP printer setup (HP Smart app)
• click here  and follow the troubleshooting steps- HP printer setup (Wi-Fi network)
• click here  and follow the troubleshooting steps- HP printer setup (Wi-Fi Direct)
• click here  and follow the troubleshooting steps-Find drivers, apps, and updates for HP printers
• click here  and follow the troubleshooting steps Troubleshoot a Wi-Fi connection to an HP printer

Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

1. Download HP Print and Scan Doctor.
2. Run HPPSdr.exe from the download location on your computer.
3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
   • If your printer in not in the list, turn it off and on, and then click Retry.
   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.
4. If a screen prompts you to turn on printer updates, click Yes.
5. If a screen prompts you to make your printer the default printer, click Yes.

Set a manual IP-

• To set a manual IP and try the steps below -
• Touch on the wifi icon ((i)) on the printer, and take down the IP address 
• Open a web browser (ex Chrome or Mozilla) and type in the printer's IP
• then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 
• Go to wireless ---> wireless 802.11---> select manual ip ---> apply
• Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.  

then go to settings on the main EWS page --> power management ---> select sleep mode to max 15min

Connect the printer to the TCP/IP port

• Touch the wifi icon ((i)) on the printer and take down the IP address 
• Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.
• Select Add Port.  Select Standard TCP/IP Port.  Select New Port.
• Follow the Add Port Wizard.  Under Printer Name or IP Address. Example:  192.168.1.15.  The IP address will be copied under Port Name.  
• Select Next and Finish the Wizard.

Hope this helps! Keep me posted. 

Please click “Accepted 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!

[AEvans2]

Thanks for trying to help. After making my original post, I discovered other problems with my Windows installation and I don't think the HP printer was the cause after all. I have replaced a failing HDD with a new SSD and so far things look OK. The HP Smart App worked fine and installed my printer smoothly. Fingers crossed everything will continue to work now. Sorry for blaming the HP printer, it seems that it was not at fault!

[A_Gayathri]

@AEvans2,

That's Alright! Happy to hear that. If you need further assistance feel free to reach out to us. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution and Kudos, Thumbs Up buttons on the public post, that'll help us and others see that we've got the answers!

Have a great day ahead!