Installing software on WIN10 computer

[UrielB]

Can anyone help me resolve an issue in installation?

After the last Windows update, my printer stopped working.  I was told to uninstall the HP driver and re-install it.

When I try to re-install the software it goes all the way up to the point of connecting to the printer and it shows a red X meaning that it cannot connect to the printer.

But, I can print using the default Windows driver, the printer is connected and recognized by Windows.

Laptop: Alienware Intel i9

System: Windows 10 Pro (64bits)

Printer: HP PhotoSmart C7280

All software packages are fully updated

I hate to lose this printer as it has beautiful output (better than any sample of any printer I saw so far)and the scanning results are better than any reasonable All-in_one I can afford, And the printed pictures are not bad either.

Help... Anyone?

[KrazyToad]

@UrielB

Welcome to HP Support Community

I would like to help

Please uninstall the printer driver from root level and download the full feature software again

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’

6.) Open up 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

13.) Restart the computer and download the full feature software Link: https://ftp.hp.com/pub/softlib/software13/COL30662/mp-110038-3/PS_AIO_02_Net_Full_Win_WW_140_408-5.e... and follow the onscreen instructions

Thank you

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[UrielB]

Thank you for the detailed answer.

I apologize for the long time it took me to respond.

Although some of the details were not accurate with the latest WIN10 version I have (fully updated) I managed to get to step 9, in which the message I get is that the driver is in use and cannot be removed.

Any suggestions?

[KrazyToad]

Try creating a new user account and login as Admin and then try the same steps to uninstall the driver https://support.microsoft.com/en-us/windows/create-a-local-user-or-administrator-account-in-windows-...

[UrielB]

Hey Todd,

I did that and still I can't delete the driver.

I get the same message:

Failed to remove driver HP Photosmart C7200 series. The specified printer driver is currently in use.
Failed to remove package prnhp003.inf. Driver package is in use.

[KrazyToad]

Try using the Revo Uninstaller to remove the printer driver https://www.revouninstaller.com/products/revo-uninstaller-free/

Then restart the computer and download the full feature software again

[UrielB]

I use Revo Uninstaller Pro. I tried both with my log in (as administrator) and as the default Administrator account. In both cases Revo did not find any traces for HP programs.

I searched for the above mentioned file and found 3 places on my drive C:

As this screenshot shows.

Another clue may be that I have HP print and scan Doctor installed on my computer and I can't find a way to uninstall it.  Revo uninstaller hasn't got it on its list and so is Windows.

But it is there and it is active

[KrazyToad]

Since the issue started after an update I suggest you try a System Restore to an earlier time before this issue started

https://support.hp.com/in-en/product/hp-pavilion-20-b400-all-in-one-desktop-pc-series/5401588/docume...