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khervey
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HP 5746 won't work after rollback "go back" from 1903 to 1809

HP Recommended
Officejet 5746
Microsoft Windows 10 (64-bit)

A few weeks ago Windows said I must upgrade to Win10 1903...so I did on a Friday.

That broke many things including audio, video (camera) and my HP 5746.

I got the printer to work with some upgrades or software or drivers...I don't remember.  Other things would not work and rollback (go back) timer was running out, so last week I rolled back to 1809.

So all the other things started working, but printer won't work.

HP provides tools to help with such things and I have used all that I could find multiple times.  I reinstalled from disk and from online software.  I uninstalled all I could.  I used Print and Scan doctor.  I used Troubleshooting HP printer Software installation tool.  I used HP Installation Failure - Unknown Device.

The printer has for a long time been connected to the router with Ethernet cable.  

The router can see the printer.  The HP software running on Win10 can see and identify the printer including IP address.

I am eager for help.  I am willing to keep working this.  Please help (I guess that sounds desperate:))

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asmita6658
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Hi @khervey

 

Welcome to the HP Support Community. 

 

Try these steps -

 

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.

6. Open 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 Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here.

15. Click on the downloaded file and follow the on-screen instructions.  

 

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! 

Asmita
I am an HP Employee

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asmita6658
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Hi @khervey

 

Welcome to the HP Support Community. 

 

Try these steps -

 

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.

6. Open 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 Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here.

15. Click on the downloaded file and follow the on-screen instructions.  

 

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! 

Asmita
I am an HP Employee

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khervey
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Thank you.  I will try this as soon as I can.

I have already tried steps 1-5, so I am hoping the next steps will make the difference.

 

Thanks again.

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asmita6658
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@khervey

 

Keep me posted. 

Asmita
I am an HP Employee

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khervey
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Thank you.

Thank you so much.

Note that I had already done steps 1-6 many times as well as trying to delete drivers using device manager.

Your method is the first I saw that included printui.exe /s

Now, both scanning and printing work again.

I typed up notes and made lots of screenshots that I am happy to share if it would help you or others.  One thing I will copy in here:

Steps 1-3  I uninstalled all of these.  I realize this is more than "your HP printer", but I did not see my actual 5746 listed:

HP Officejet 5740 series Help 34.0.0

HP Support Assistant 8.8.24.33  (I clicked yes to keep settings)

HP Support Solutions Framework 12.12.32.3

HP Update 5.0005.002.002

HPDiagnosticCoreDll 1.0.15.0

IRIS OCR 12.3.4.0

Product Improvement Study…. 34.2.117.50647




Thanks again.


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asmita6658
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@khervey

 

Happy to hear that your issue has been resolved. 

 

Have a great day! 

Asmita
I am an HP Employee

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