HP Smart update uninstalled Full Feature Software, and now will not reinstall correctly

[CraigJR]

Hello. So today I got an update for HP Smart (which for years I've avoided using) and inadvertently allowed it to load. Unfortunately, the update apparently uninstalled my local Full Feature Software. I tried to reinstall the full feature software. When I get to the point of trying to add the printer during the installation, I get this error message, and cannot proceed with the software installation:

I am currently able to print and scan via the HP Smart app, so I do have a network connection. Unfortunately I am out of warranty, so I can't get 1:1 support to troubleshoot this. I really would prefer to use the desktop software. Any suggestions?

I am on Windows 10, HP laptop; using Norton Security, and my printer is an HP ENVY Photo 7858.

[Sneha_01]

Hi @CraigJR,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like the HP Smart update might have caused some issues with the Full Feature Software installation for your printer. Here’s a detailed guide to help you resolve this issue and get your printer working again:

1. Uninstall Existing HP Software

Uninstall HP Smart and Full Feature Software:

• Windows:
  • Go to Control Panel > Programs and Features.
  • Find HP Smart and HP Full Feature Software in the list.
  • Right-click on each and select Uninstall.

Delete Residual Files:

• Windows:
  • Navigate to C:\Program Files\HP and delete any remaining HP folders.
  • Check C:\Program Files (x86)\HP for any leftover HP files and delete them.

2. Restart Your Computer

1. Reboot:
   • Restart your computer to ensure that all changes are applied and temporary files are cleared.

3. Download the Latest Software

Visit the HP Support Website:

• Go to the HP Support website and search for your printer model.

Download the Full Feature Software:

• Select the Drivers & Downloads section.
• Download the latest version of the Full Feature Software for your operating system.

4. Reinstall the Full Feature Software

Run the Installer:

• Double-click the downloaded installation file to start the setup process.

Follow the Installation Wizard:

• Follow the on-screen instructions to install the Full Feature Software.
• When prompted, connect your printer to the computer via USB or Wi-Fi as appropriate.

Add Printer:

• During installation, when asked to add the printer, ensure the printer is turned on and connected to the same network as your computer if using Wi-Fi, or connected via USB.

5. Reconfigure HP Smart

Reinstall HP Smart:

• Go to the HP Smart app download page and download the latest version.
• Install the app and follow the instructions to set up your printer.

Check for Updates:

• Once HP Smart is installed, check for any updates within the app and apply them if necessary.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[CraigJR]

Hi @Rachel571. Thank you for the solution.

Before I attempt this, I do have a question. If I delete the entirety of the C:\Program Files\HP, will that also disable the other HP utilities, such as HP Audio Center, HP Audio Switch, HP Support Assistant, HP Documentation, HP Privacy Settings, HP System Event Utility, and HP PC Hardware Diagnostics Utilities Window? Is there some way for me to delete files more selectively?

Thanks,

Craig

[Sneha_01]

Hi @CraigJR,

I am afraid it will delete all the files and then you can do a clean installation of windows.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[CraigJR]

Maybe I'm misunderstanding you, but I would have to then reinstall Windows? Seems like a little drastic fix. Is there no way for me to selectively delete the files that are specific to the printer apps?

[Sneha_01]

Hi @CraigJR,

Yes you may do that. You can uninstall the apps and perform a system restore.

Take care and have a good day. 

Rachel571 

HP Support