HP Printer Assistant

[R_M_Baxter]

Hi,

I had to re-install all of the HP Software for my Photosmart 5520 this morning due to issues with scanning. The HP trouble shooter told be to do the re-install and it worked well (I can scan again). However, when I open the HP Printer Assistant software, none of the icons on the top line are visible (ePrintCenter, Print & Scan, Shop etc) and the ink levels are not shown.  If I log off from my account on the PC and log back in to my wife's profile, the software works completely fine and all the icons are showing. Any ideas?

Thanks

[sandytechy20]

@R_M_Baxter

Welcome to HP support community.

Perform root level uninstallation to remove all the printer related software's.

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Remove all instances of the same.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers. 
• Restart the PC again.

Download and install printer full feature driver

Click here to download the driver.

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[R_M_Baxter]

Hi,

Sorry for the long delay in getting back to you. 

I followed your instructions concerning deleting all of the installed printer software and it's drivers and then downloaded the PS5520_1315-1.exe package and re-installed everything. The install completed without any problems but I still have no icons or ink levels if I log on as myself but they are fine if I log on as my wife! 

I've saved a couple of screen shots to show the difference if there is some way that I can get them to you.

Any further ideas?

Thanks

Robert 

[sandytechy20 · Accepted solution]

@R_M_Baxter

This might require remote access of the computer to fix this issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.