• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
We have new content about printers, Click here to check it out!
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs AND MORE.
Locked

‎09-27-2024 08:40 AM - edited ‎09-27-2024 08:41 AM

HP Recommended
Product: HP Officejet Pro 8025e
Operating System: Microsoft Windows 11

I am trying to reinstall an HP Officejet Pro 8025e on to a particular MS Surface laptop (it's an ARM CPU if that makes any difference).  The reason for the reinstall is that the Scan function stopped working, because HP Smart would no longer open.
I downloaded the Full Install package from the products support page, which opens and begins the install.  It finds the printer, goes to a page saying it is assessing the required software and so on.. then the install Window goes completely white and nothing else happens even when left for an extended time (10/15 minutes).  Just before the white screen there's briefly 4 connected circles displayed as if something should be about to pop-up.
I have tried this multiple times.. including restarting the computer, uninstalling the existing software, and so on.  

Printing is fine.. I can actually add the printer using the normal Windows "Find Printers" no problem.  I have also tried resetting, repairing, removing, and reinstalling HP Smart app but it still won't even open (ie. click the icon - nothing happens).
I should add that the printer is working fully from other computers without a problem - it's just this particular one!

Any help would be appreciated.

Category:
1 REPLY 1

‎09-27-2024 11:38 PM

HP Recommended

Look on the smart UPD drivers page

 

 

Arm64 can be downloaded here

https://ftp.hp.com/pub/softlib/software13/printers/SUPD/SUPD-V4-ARM64-4.01.2.2972.exe

Thank you for using HP products and posting to the community.
I am a community volunteer and do not work for HP. If you find
this post useful click the Yes button. If I helped solve your
problem please mark this as a solution so others can find it
Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.