HP Print and Scan Doctor update fails with 16-bit error

[Mike-McC]

The latest update of HP Print and Scan Doctor fails to install. A message about unsupported 16-bit application appears.

Starting with an installed and working version of HP Print and Scan Doctor 5.2.0.22, a message appears:

"There is a newer version of this tool available".

After clicking on "Download Update", the next message is:

"Unsupported 16-bit Application

The program or feature

......\AppData\LocalTemp\7zS6A1F\HPPSdr.exe" cannot start or run due to incompatibility with 64-bit versions of Windows.

Please contact the software vendor to ask if a 64-bit Windows compatible version is available.

I also received an e-mail today from HP Support alerts

Routine Utility Update - May 15 2019

HP Print and Scan Doctor for Windows (ver 5.2.1.002)

Following the link in that mail just gave an error.

I then searched on https://support.hp.com and found 

HP Print and Scan Doctor for Windows 5.2.1.002 9.2 MB May 16, 2019

https://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe

When I tried to install from that file I got the error message:

"This app can't run on your PC.

To find a version for your PC, check with the software publisher."

I tried on two different Windows systems with the same result. It looks like the file may be corrupt or it is incompatibility with the latest Windows 10 64-bit version.

[ShlomiL]

Hi,

Please try following below steps and let me know if that may help:

Browse to C:\Program Files (x86)\HP and delete the Diagnostics folder.

On the top address bar type %appdata% and press enter, from the shown folder delete the HPPSDR folder.

Now try running its latest version below and check for any change:

http://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe

Shlomi

[Mike-McC]

Hi Shlomi,

Thank you for your suggestions, which I carried out.

Unfortunately the error still occurs. The message is still "This app can't run on your PC".

Mike

[ShlomiL · Accepted solution]

You are welcome @Mike-McC.

Please try using below link instead and let me know how it works, it might be something with the connection as I can actually recreate the exact same error due to an incomplete download over HTTP while it do download correctly using an FTP connection to HPs servers.

ftp://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe

Please let me know,

Shlomi

[Mike-McC]

Your workaround to download via ftp worked! 

I used FileZilla to go directly to ftp.hp.com using ftp protocol and I downloaded the file using ftp.

Now the HP Print and Scan Doctor 5.2.1.002 is running on my system.

Many thanks!

[ShlomiL]

Great to see you were able to download the file @Mike-McC!

By the way, out of curiosity, may you originally used Firefox by any change or any other browser?

Cheers,

Shlomi

[Mike-McC]

I was using Google Chrome, however I also afterwards tried IE11 and Mozilla Firefox with the same results.

ftp://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe downloads correctly as an 7z archive using the Chrome browser. Windows shows the file size as 9379KB. This file can be installed with no errors.

http://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe or

https://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe both download with a size of 9374KB. 7z will open the archive HPPSdr.exe, however it gives a warning message if you have 7z installed and select 7-Zip -> Test archive using right mouse-click on the file HPPSdr.exe

"Warnings:

There are some data after the payload data

Warning

Cannot open the file as [PE] archive

The file is open as [7z] archive"

The file downloaded via http or https will not install.

Mike

**** update May 19, 2019 ****

It looks like the downloading problem via http / https protocols has now been fixed on the server side.

[Mike-McC]

In addition to the link ftp://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe I also found that downloading from

https://support.hp.com/us-en/topic/printscandoctor works correctly.