HPSolutionsPortal.hta NotFoundError

[gsinkinson]

I recently re-installed my HP Officejet 6500A Plus printer using Full_Webpack-1333_1-OJ6500_E710n-z_Full_Webpack.exe , after updating Windows 10 to 22H2.

The printer is connected via ethernet cable to the router.

It works properly when connected wirelessly to a Windows 10 Home 22H2 64-bit Desktop,
but has a problem when connected wirelessly to a Windows 10 Pro 22H2 64-bit Laptop.

Both seem to work work fine with the "See what's printing" shortcuts, but the Printer Assistant
window has a problem displaying Estimated Ink Levels information.

On the Desktop, it properly shows:

But on the Laptop, it shows:

When launching the Printer Assistant on the Laptop, I get a script error:

An error has occurred in the script on this page.
Line: 155
Char: 17
Error: NotFoundError
Code: 0
URL: file:///C:/Program%20Files/HP/HP%20Officejet%206500%20E710n-z/Bin/HPSolutionsPortal.hta

If I continue running the script, the the Printer Assistant window does open and the HPSolutionsPortal.hta file IS in fact in C:\Program Files\HP\HP Officejet 6500 E710n-z\Bin,
but is apparently not being recognized.

Am I missing something to do with .hta file associations?

I have re-installed several times from the Laptop.
I've even run sfc /scannow - shows no integrity violations.

Any ideas on where to go from here?

[Dragon-Fur]

@gsinkinson 

Welcome to the HP Community --

As you might suspect, the Printer Assistant error is actually a container error.

The container that opens the Printer Assistant menu is corrupted.

I would guess that HP Scan still works as a direct call from the shortcut or the executable.

What's the fix?

If the error is not too deeply embedded in Windows, you might be able to clear out enough of the pieces of the software so the (re)installation can succeed.

Uninstall the printer software from Programs and Features on the system where it is not working.

and...

What if?

If you are having trouble using or installing the software, for example, everything goes along swimmingly and suddenly you see "Driver Unavailable" or other odd installation problems, Add the steps in the Check and Remove Section when uninstalling the printer software.

Check_and_Remove_Section_4

Next - if anything was changed / removed,

Restart the computer and log in.

Next,

Install a fresh copy of the Full Feature Software.

Side Bar  -- Not related to this issue -- Worth knowing...

-------------------- --------------------

Embedded OCR Software (Full Feature Software)

Embedded OCR software was removed from some printer software installation packages in mid-2022.

Other printer software has never included OCR.

Possible removal reasons (not verified) might include:  Compatibility issues, licensing limitations, changes elsewhere in the printer software that required the older embedded OCR to be removed.

If you have a slightly older version of the Web Pack Installation package saved in your system (check your Downloads folder) or in one of your backups, install that version.

If reloading an older version is not an option for any reason, install the latest version of the available full driver printer software and then purchase or obtain OCR software for your use.

======================================================

Details Page - Driver - For your Printer

>>> Full Feature Software - Web Pack Installation Package - Information - Download / Save / Install  <<<

HP Officejet 6500A Plus/Plus Special Edition e-All-in-One - E710s Full Feature Software and Driver 

======================================================

What else?

If all else fails, it would likely work to reload Windows.

True - Most everyone hates this option in spite of the fact that it would likely work.

Can't stand it... Another way?

If your printer is on the network and you need to "talk to it",

Use the Embedded Web Server (EWS) to query the settings, check Ink, and make adjustments.

EWS > HP Document / How-to

Use the HP printer Embedded Web Server (EWS)

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Example - EWS - Home Page

EWs_9025_Menu_Personalize_1

and / or

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Tools > Supply Status

Optional (at bottom of webpage) > Print Printer Status Report

Example - EWS - Tools > Product Information > Supply Status

EWS_9025_Tools_Product_Information_Supply_Status_1

=+=+=+=+=+=+=+=+=+=+=+=+=+=

References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Alerts, Troubleshooting, Ink & Paper, HP Software / Drivers / Firmware Updates , Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open

HP Officejet 6500A Plus e-All-in-One Printer - E710n  

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[gsinkinson]

I have uninstalled and removed printer software several  times.

Problem continues.

I have run a repair install of Windows 10 Pro 22H2

Problem continues

The same downloaded printer software file was used on both desktop and laptop.

The desktop has no script error - only the laptop has a problem.

The HPSolutionsPortal.hta file is in the proper directory but is reported as not found.

That leads me to think there is some registry error with the .hta parameters.

Is there any way to check that?

Alternatively, is there some way to download a standalone version of Printer Assistant?

[gsinkinson]

To be sure I haven't missed anything, can you point to your source for "Check_and_Remove_Section_4" ?

For what it's worth, EWS does display ink levels. I'd like to know why Printer Assistant doesn't.

I'm uncomfortable when something no longer works as advertised

[Dragon-Fur · Accepted solution]

@gsinkinson 

Update / Edits

Check and Remove

The illustration / source is simply a compilation of the places I've learned to check and clear.

The information is based on my own experience and the experience of other Experts whom I know.

It is not an HP document.

It was not written for this particular issue.

Truthfully, the steps had little chance of fixing an error of this type.

It is a "try this - it only takes a minute (or three) and might help"...

-----------------------------------------------------

I don't like the error you are seeing, either.

Worse, I don't have an explanation for it except the already mentioned data corruption of a file, library, or data link.

If you decide to so do, sure - tear apart the Registry -- that will likely work of you don't break anything.

OR

Reload Windows

OR

Leave it for now and see if you can find something else to try...

Good Luck.

Original Content

So, Check and Remove did not help...

Unfortunate  --

What?

There are those several places where pieces of the software can get stuck.  There might be folders that I've missed -- and there are certainly places in Windows where we do not have access.

Container errors in the Registry?

Sure, maybe and perhaps even likely.

I no longer recommend edits to the Registry. 

What?  I might edit the Registry on my own systems but I don't tell other people how to do it.

Personal choice.

You could try stripping all mention of the HP printer software from the Registry.

Make a full backup / Export of the registry first AND have your personal data backed up, too.

Why?

If you break the registry a little bit, you might recover.

If you break the registry a lot, you will have to reload Windows.

No, there is not a "stand alone" method to install just the Printer Assistant container.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.