Cannot uninstall printer software/Cannot print

[gbtexas]

So my printer won't print anything- tried printing word documents, pdfs, random webpages- and it just gives me an error message each time. The printer is a couple years old (bought in 2018, I think), but it was printing fine on Friday, the last time I used it. The HP Printer Assistant says that the printer is online and ready, as do Word/Adobe/whatever when I go to print something. It's connected to the computer via both a USB cable and over wifi and 'm running Windows 10.

I have already tried turning off and back on the computer and the printer, removing and then re-adding the printer from the Devices section of Windows settings, and clearing temporary files. I tried to uninstall and then reinstall the printer's basic device software in Apps & features. However, when I try to uninstall the printer software, it gives me an error message- "Call to DriverPackage Uninstall returned error 5 for package [long file name]. A caller of DriverPackageInstall must be a member of the Administrators group to install a driver package." I select okay, the uninstall proceeds, and then the HP ENVY 4520 series Basic Device Software listing disappears, only to reappear after a few seconds. (I am an administrator on my computer. Mine is the only account. I don't know why it's giving me this message. Never had this problem uninstalling anything before.)

I tried installing the Print Doctor, but it just gives me an error message and won't install. I've also tried installing another program from HP's website that's supposed to help uninstall software when the computer won't let you, but that one won't install either, of course. Googled and found a similar problem and tried the run command + printui.exe /s solution to remove the print drivers, which I could do successfully, but after "re-installing" the printer, it still wouldn't print. I removed the print drivers again and went to see if I could uninstall the Basic Device Software under Apps & Features, but I still got the same uninstallation error message. Tried "re-installing" and printing again and it still wouldn't print.

So I guess my question is two-fold. I don't know why the printer suddenly isn't printing and I can't figure out how to get the printer software fully uninstalled and then reinstalled. I'm trying to uninstall/reinstall the printer software because I think that would fix the not printing problem, but I could be wrong.

Any help would be appreciated! Thank you!  

[Betty0610]

@gbtexas

Welcome to the HP Support Community.

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

If the issue persists, create a TCP IP port

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the front panel of your Printer to get the IP address)

2. On your PC, go to Control Panel, from Devices and Printers, right-click the printer and left-click Printer Properties, select the Ports tab.

3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.

4. Type in the proper IP address for the printer.

This video resource will show you how to do it:

Create & Use TCP IP port

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[ShlomiL]

Hi,

Try following the below steps and let me know if that resolves the problem:

Note: if you have an HP Computer, please let me know and DO NOT follow any further steps.

• From the search bar type CMD, right-click on Command Prompt and select Run as Administrator.
• Copy the following command, then right-click the Command Prompt dialog and select Paste, then press Enter till any command completes
• processing:
  

  takeown /f %windir%\System32\DriverStore\FileRepository /r /d y
  icacls "%windir%\System32\DriverStore\FileRepository" /grant %username%:(OI)(CI)F /T
  for /d %G in ("%windir%\System32\DriverStore\FileRepository\hpwia*") do rd /s /q "%~G"
  takeown /f %windir%\System32\DriverStore\FileRepository /A /r /d y

  Note: This provides your user full permissions to the File Repository system folder and deletes all HP's folders from within the system folder
  Note: if you receive any Syntax error and your operating system language is in a different language than English, review the following Takeown command documentation from Microsoft for your language and modify the syntax accordingly.
  
  
• From the Start menu click the Gear icon, select Apps and uninstall the HP Basic Device Software for your printer.
• Download and install the latest HP Basic Device Software for your printer as necessary:
  https://support.hp.com/us-en/drivers/printers

Shlomi

[ShlomiL]

Hi,

Try following the below steps and let me know if that resolves the problem:

Note: if you have an HP Computer, please let me know and DO NOT follow any further steps.

• From the search bar type CMD, right-click on Command Prompt and select Run as Administrator.
• Copy the following command, then right-click the Command Prompt dialog and select Paste, then press Enter till any command completes
• processing:
  

  takeown /f %windir%\System32\DriverStore\FileRepository /r /d y
  icacls "%windir%\System32\DriverStore\FileRepository" /grant %username%:(OI)(CI)F /T
  for /d %G in ("%windir%\System32\DriverStore\FileRepository\hpwia*") do rd /s /q "%~G"
  takeown /f %windir%\System32\DriverStore\FileRepository /A /r /d y

  Note: This provides your user full permissions to the File Repository system folder and deletes all HP's folders from within the system folder
  Note: if you receive any Syntax error and your operating system language is in a different language than English, review the following Takeown command documentation from Microsoft for your language and modify the syntax accordingly.
  
  
• From the Start menu click the Gear icon, select Apps and uninstall the HP Basic Device Software for your printer.
• Download and install the latest HP Basic Device Software for your printer as necessary:
  https://support.hp.com/us-en/drivers/printers

Shlomi