OfficeJet 9015 Full Feature Software will not install properly.

[Mahimike1]

The full feature software  refuses to install completely.  It leaves off the scan function, but I can create a separate stand-alone, scan icon on my desktop.  When I click on the HP 9015 printer icon in the start menu or the desktop, the setup procedure restarts.  Support team not able to help.  I purchased the printer 2 weeks ago.  I got it running fine on my two older PCs but the best/newest PC cannot be installed properly.  I have seen some posts online about this and didn't know if there was an existing post in the community that I could be directed to.  Windows 10 is updated, windows scans shows no errors.  I have installed/reinstalled several times.  Any help would be appreciated.  Have been an HP printer customer for >20 yrs and never had this type of installation problem.

[Dragon-Fur]

@Mahimike1 

Easy stuff first...

Create Restore Point - Optional - Recommended

Before making any changes to your system, always create a Restore Point!

Stop / Exit all programs:  Browsers, games, Applications, etc.

Control Panel > icon view > System > System Protection > 

Click (Highlight) your main disk (C) > Select Create a Restore Point

OR

(As available)

Create a restore point now for the drives that have system protection turned on

Create

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

The Print and Scan Doctor – Which Doctor?

The Doctor can help with several issues, including driver, connection, and "jobs stuck in the queue".

HP Print and Scan Doctor for Windows

Wait!

Having offline, installation, or odd connection issues?

Use this version of the Doctor first:

HPPSdr.exe

Information / version file

HPPSdr.xml

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

Next,

Method - Create TCP IP port

Example:

How-to “Create TCP Port” Contributed by greenturtle

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
2. On your PC, go to Control Panel > icon view > Devices and Printers > Right-Click on the printer > Left-Click Printer Properties > Select the Ports tab.
3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
4. Type in the proper IP address for the printer.

This video resource will show you how to do it:
Create & Use TCP IP port

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)

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

Next..

Something may be stuck - normal uninstall does not always catch all the bits of software.

One or more of the following check / remove procedures will likely help so you can re-install the printer software.

Your printer Full Feature Software /Print and Scan Driver

Download and Save - do not yet try to install...

HP OfficeJet Pro 9010 Print and Scan Driver and Accessories

Other Prep work skipped -

(Start)

Printer Software – Blocked in Security Software

Check your Security Software to make sure the printer software is not being blocked.  Most Security software will allow you to make an exception for applications / software you want to use on your computer.

If you make changes to the security software setup, Restart your computer and log in.

Uninstall Existing Printer Software

Uninstall existing printer software from Programs and Features

Method One - Control Panel > icon view > Programs and Features >

Search or Scroll down

Uninstall the printer software

After the software is removed, Restart the computer and log in

If printer software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed

NOTE

After all checks > If any software / devices are removed, Restart the computer and log in

Check / Remove - Printer Drivers – Lurking in Devices and Printers

Check / Remove

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

Clicking on a printer, displays options along the ribbon (near the top of the Devices and Printers window)

Click Print Server Properties > tab Drivers

Click on Driver(s) in list, select Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

After all checks > If any devices are removed, Restart the computer and log in

Check / Remove – Print Server Properties  / Printers in Print Manager

Check / Remove

There are several ways to get to this data - choose one with which you are comfortable and that works on your version of Windows.

Method – Print Server Properties

Control Panel > icon view > Devices and Printers > Left-Click on any printer device (even OneNote)

Along the horizontal ribbon, Open Print server properties > Tab Drivers

or

Windows key + r (opens "run" window) > type printui.exe /s /t2

Next

Left-Click on each printer entry > Highlight and Remove

Complete this action for every instance of every printer entry you find in the list you have open.

Click OK to save changes and exit the menu

OR

(Alternative) Method – Print Management

Pro versions of Windows:

Control Panel > icon view > Administrator Tools > Print Management

or

Windows key + r (opens "run" window) > type printmanagement

Next

Open Section Custom Filters > Open Subsection All Drivers 

Right-Click on each printer entry to Highlight and Delete

Delete / remove every instance of every printer entry you find in the list 

or 

Open Section Print Servers > Open Subsection Your computer (Local) > Open Subsection Drivers

Right-Click on each printer entry to Highlight and Delete

Delete / remove every instance of every printer entry you find in the list 

After all checks > If any devices are removed, Restart the computer and log in

Check / Remove – Printer folder/files in C:\ ProgramData

Contributed by HP Support Agent  Betty0610

Open File Explorer

Navigate to C:\ProgramData

Open folder Hewlett Packard

Delete any Printer related folders / files

After all checks > If any devices are removed, Restart the computer and log in

Check / Remove - Printer Software – Lurking in the Device Manager

Check / Remove

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

After all checks > If any devices are removed, Restart the computer and log in

Check / Remove  - Printer Software – Lurking in the User Account

NOTE:  This is is generally only necessary when other options have failed.

Check / Remove

Clear Temp Folder in AppData

Method >> Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\Temp

OR

Method >> Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (It is expected that some files cannot be deleted, ignore these)

Restart the computer and log in

Clear HP Printer mention in AppData\Local\HP

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

Reminder: 

• HP Smart for Windows is an application - it is found in Settings > Apps > Apps and Features
• There is unlikely any "HP Smart printer software bits" from the application in your AppData folder.

Installation – Full Feature Software

• Open Category Software and Drivers (possibly subcategory Software-Utility) in your printer Support Website  
• Download-and-Save the Full Feature Software / Print and Scan Driver and Accessories or HP Easy Start Printer Setup for your Operating System version.

• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”
• After the software is installed, Restart the computer and log in

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

References

Adobe Reader DC – Needed Whether You Use It or Not

If you have not done so,

Reinstall / Update your PDF Reader (Adobe Reader DC /Optional  Foxit Reader)

HINT:  Watch out for and UNCHECK unwanted extra software

Adobe Reader DC software should be installed even if you do not open / view / print PDF files directly from the software.

Reference and Resources – (More) Places to find help, solve problems, and learn how to use your Printer

Printer Homepage – “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, User Guides / Manuals, Product Information (Specifications), more

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

HP OfficeJet Pro 9015 All-in-One Printer

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up on a post to say Thank You!

Answered? Select the relevant post "Accept as Solution" to help others find it.

[Mahimike1]

Dragon-Fur: thank you for the response.  After reading your post and thinking more about my situation, I realized there were some other situations that I didn't share, my bad.  Originally, I installed the 9015 prior to uninstalling my 8600 printer.  When I tried to uninstall the 8600, I kept getting "Call to DriverPackageUninstall returned error 5 to the package ....................." errors.  I followed directions of forum help suggestions which had scripts I loaded into and executed as administrator in dos.  I did this with a couple of different script suggestions until I got the 8600 uninstall to work.  After your reply, I realized that my Adobe printer had stopped working sometime after my 9015 installation issues.  I believe either the 9015 installation, the 8600 un-installation or the dos scripts must have affected that Adobe printer as well.  So, I uninstalled my Adobe printer and tried the 9015 installation and everything worked as normal.  In fact, the Adobe printer was working immediately afterwards as well.  Thanks for the quick response and making think..........

[Dragon-Fur]

@Mahimike1 

You are welcome.

Yes, sometimes what we suggest does lead to the "Ah-ha" moment. 

No, you are not the first one to ever leave out part of the back-story -  this happens more often than you'd think.  😁

I am glad it is sorted.

For those reading:

TKB article contributed by  ShlomiL 

Fix for the dreaded error “Call to Drivepackageuninstall returns error 5”

Call to DriverPackageUninstall error 5 returns during HP Device Software uninstall

Reminder – First Step “Run as Administrator” is crucial in Section: HP PC Solution

and

Adobe Reader DC – Needed Whether You Use It or Not

If you have not done so,

Reinstall / Update your PDF Reader (Adobe Reader DC /Optional  Foxit Reader)

HINT:  Watch out for and UNCHECK unwanted extra software

Adobe Reader DC software should be installed even if you do not open / view / print PDF files directly from the software.

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up on a post to say Thank You!

Answered? Select the relevant post "Accept as Solution" to help others find it.