Printer Assistant Opens a set up window

[lbjr]

Printer assistant opens up a set up window. none of the opens work, including set up a new printer. If you follow the steps to do an uninstall, it really screws things up, because the officejeft pro 8720 full feature software does NOT fully install, and does NOT install the printer assistant. Once that happenes we are screwed. I have tried every recomendation there is, and nothing works. Fact is, printer assistant has stopped working and opens up a set up window. following those steps does not work. if you uninstall the software, the new full feature software for the Pro 8720 does NOT fully install, and does not install the printer assistant. We need help. And we can't talk to a human that will help.    Our printer is connected to our network wirelessly. We then have computers in the house that connect to the printer through the network. we use to. Now the software will not fully install nor do we get the printer assistant icon.  the full feature instalation for the pro 8720 never fully installs. On Windows 7 and on Windows 10. Problem is we can never get to a human. This does nothave to do with our printer, this is HP's software issue. No more Printer Assistant Icon?

[Dragon-Fur]

@lbjr 

Our Community does not provide in-person contact (for example, by phone).  Our communications are provided through this Community, usually in posts and occasionally (by those Experts and Agents that use it) by Personal Message (P.M.).

The Printer Assistant shortcut icon on the Desktop - when the shortcut is functioning as expected - pulls the executable from the installed software resource on the printer.

If the Printer Assistant calls the "Setup" function instead, it is generally an indication that the printer software did not, in fact, fully install itself.

NOTES 

Information is offered "as is" in hopes that it is useful.

In addition to other Troubleshooting, consider...

TCP Port

If you have installation, offline, or port issues

Example:

1. How-to “Create TCP Port” Contributed by greenturtle

Create TCP IP port

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, from Devices and Printers, right click the printer and 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)

IP / Mac Address set on the network

Commentary

One of the underlying causes that can result in this "Printer Assistant calls Setup" issue is a mix-up in the network settings for the printer IP / Mac Address set. 

When the software is installing, for example, the connection between the printer and the router (that controls your network) might be found to be "not completely correct".  Frequently this manifests as you having to enter the printer IP address to "find the printer" during the network check.  The printer software then "kind of" installs, but not completely. 

If the router settings for the network (Printer IP / Mac Address set) do not agree with what the printer knows to be true about itself, the printer-to-router connection is not quite right.  This can result in oddities in the way the printer software is installed and then how that software interacts with the printer device on the network.

For example,

Log into your router

Check the Static IP address listings / Static Leases - it is also worth checking Leases for DHCP

If your printer is listed, make sure the printer IP / Mac Address set matches the actual Printer Mac address as pulled from the Embedded Web Server (information is also available on the printer control panel in the network settings).

Examples

9025_EWS_Network_Summary_1

9025_Router_Wired_Lan_Info_1.

If the router and the printer setup do not match, things can get weird.  This can happen, for example, if you originally assigned an IP static address in the router for a printer that you no longer have.  The router is happy to use the IP address for your new printer - does not, in fact, care that much as long as you are not using Mac Address Filtering (on the router - read about this in your router manual).

The printer software, on the other hand may have trouble with a mis-matched IP / Mac Address set.

What to do?

IF this needed correction...

Correct any errors in the router, apply and save the changes.

Restart the computer and log in

See if you can now at least find the Printer Assistant in the Devices and Printers and maybe even pull (use) the Printer Assistant executable / shortcut for the printer software.

NOTE:  It may still be necessary to completely uninstall the printer software (yes, again), and start over with a new installation of the Full Feature Software.

Example

Control Panel > icon view > Devices and Printers > Double-tap on Printer > Printer Assistant

9025_Devices_and_Printers_Printer_Printer_Assistant_1

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Reference and Resources – Places to find (more) help and learn about your Printer

Clarification of terms and "what the printer can do" (Specifications)

Printer Homepage – “Things that are your printer”

NOTE:  Content depends on device type and Operating System

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

HP OfficeJet Pro 8720 All-in-One Printer series

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

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts 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.

[lbjr]

printer says connected. Blue wifi is solid. print out statistics and it says connected and gives IP address. During repeated set up attempts, we use that IP, and are told it can't be found.  we all keep getting do not work. In fact, once the printer drivers and software are removed, and you try to install the full feature software, it does not fully install. The Printer Assistant Icon, and the Printer Assistant program never install. By uninstalling everything, it makes matters worse. We need an install that works and loads everything. This is true for W7, W10. I have an officejet pro 8720

[Dragon-Fur]

@lbjr 

Understood.  The chances of errors on the router (setup) are less than other causes - I brought it up because the issue is not as fully obvious in the normal troubleshooting steps.  Rotating DHCP addresses can cause issues, though (of course) this is not a concern when you are using assigned (static) IP address sets on the router / network.

At the moment I little to add to the troubleshooting that is already available in your printer support Website .

It is bit concerning that the software fails on every system for both Windows 7 and Windows 10 - this is certainly more unusual than having installation issues on just one computer.  That the issue fails on both Windows 7 and Windows 10, for example, eliminates the chance that the underlying cause is related to a spurious Windows 10 Update.

I can offer this follow up... 

➡️  Restart everything, including the router. 

For the purposes of the testing / installation, switch off extraneous devices (phones, game systems, TVs, "stuff" that normally shares the network).  Eliminating extra devices may help reduce the chance of interference.  It might even be useful to switch off the Windows 7 computers - these are not going to have the printer software installed at the exact same time as you perform the installation on Windows 10 systems; shutting them off eliminates just one more possible avenue of trouble.  (Your choice, of course.)

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

HP Print and Scan Doctor for Windows

➡️  If you have installation, offline, or port issues - Create a TCP/IP port for the printer

Example:

1. How-to “Create TCP Port” Contributed by greenturtle

Create TCP IP port

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, from Devices and Printers, right click the printer and 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)

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

➡️  Completely Remove Printer and Reload Printer Software - Check / Update the Printer Firmware

Hints: 

• Read through the following text, then proceed with the steps that are relevant to your situation.
• For best results, do not ignore the suggested Restart sequences
• Procedure includes optional “extra” clear and clean steps for the purpose training and to help “troubled” software installations. Extra sections are marked with an asterisk pair “**” front and back.
• In general, most installations tend to work better if Windows Updates and your other computer Updates are already installed and current.

Printer Software – Preparation

Find, Download, and Save your printer software on your computer.

Open Support Home

Enter the name of your device (full model name)

Open category Software and Drivers (wording may vary slightly)

Download-and-Save the Full Feature Software or HP Easy Start Printer Setup for your Operating System version.

Printer Software – Uninstall Existing Software

Uninstall existing printer software from Programs and Features.

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

Method Two - Settings > Apps > Apps 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

** Printer Software – Lurking in the Device Manager **

Check / Verify:  If the printer is still lurking in the Device Manager, remove it.

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

Restart the computer and log in

** Printer Drivers – Lurking in Devices and Printers **

Check / Verify:  If the printer drivers are still lurking in Devices and Printers, remove driver(s) related to the printer.

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

Restart the computer and log in

** Printer Software – Lurking in the User Account **

Check / Verify:  Printer related files and folders are stored in the User AppData hierarchy.  If you have had trouble getting the printer to work, complete this step to delete files from the Temp folder.

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

OR Method Two – 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

Installation - Printer Software

NOTES

• If using USB, disconnect the USB cable between the printer and the computer before starting the installation.
• Connect the cable when instructed to do so (toward the end of the installation procedure).

• Some (newer) printer models provide the "Easy Start" install method. When applicable, Easy Start will be found in the Software and Drivers website support page > Category Software \

• Within Easy Start, you will be given the opportunity to install the software that is available.  Full Feature Software might be described as the "Full Driver" software.

HP Documents

HP Printers - Finding Drivers, Apps, and Updates for HP Printers

HP Printers - Uninstalling the Printer Software (Windows)

HP Printers - Updating or Upgrading Printer Firmware

Standard - Manual Installation of the Downloaded Printer Software

• Open File Explorer
• Navigate to the folder in which you saved the Full Feature Software or HP Easy Start Printer Setup (likely Downloads)
• Double-tap on the installation package to start the installation of the software

NOTES

1. If you use the EasyStart method, select the Full Feature Software (full driver) when the option is presented.
2. After the software is installed, Restart the computer and log in

** Optional - Video help **

NOTE:  Videos may be found in one or more locations (depending on printer / software / version)

Open the printer Software and Drivers page >

Scroll down and select Related Videos > Click View All >

Find and view the relevant video

AND / OR

** Printer Homepage – “Things that are your printer” **

Drivers / Software / Firmware Updates, Videos, Bulletins/Notices, How-to, Troubleshooting, User Guides, Product Information, more

Open the printer Website Support Homepage >

Scroll down and select Video Tutorials > Click View All >

Find and view the relevant video

AND / OR

HP Collection of “how-to” videos

HP Video Gallery

• Use Categories and the search window to narrow the search. 

For example,

Category Printers and All-in-Ones > Install, Setup, Drivers

• Select your Video

** Optional - For Windows 10 Users – Compatibility Mode **

If you have been having trouble getting the printer software to fully install (Printer Assistant is functional and Scanning works), consider using Compatibility.  Note that this method only fixes “one type” of difficulty; installing this way may – or may not – make the necessary difference.

Right-Click on the downloaded installation file > Properties > Compatibility 

Check "Run this program in compatibility mode for"

Select Windows 7

Click Apply and OK to close the Properties menu

Right-Click on the installation file and select to Run as Administrator

Firmware

Consider installing the printer Firmware

READ (when provided) all information and instructions before installing the firmware

If / After the firmware is installed, Restart the computer and log in

Reminder:  Firmware is normally updated after the printer software is installed / functional.

** Port Issues - Create a TCP/IP port **

The assigned port may fail to connect the printer or certain printer activities (Scan).  Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues

How-to “Create TCP Port” Contributed by  greenturtle:

Create TCP IP port

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, from Devices and Printers, Right-Click the printer and 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)

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

Reference and Resources – Places to find (more) help and learn about your Printer

Clarification of terms and "what the printer can do" (Specifications)

Printer Homepage – “Things that are your printer”

NOTE:  Content depends on device type and Operating System

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

HP OfficeJet Pro 8720 All-in-One Printer series

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

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts 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.

[lbjr]

have tried all of these steps, and will try again.

I have researched and even spoke with someone in FB message who gave me the same steps you find when you google the issue.

When you do the full uninstalls as suggested, on all computers (2 W10 computers, and one W7 computer) It prevents us from fully installing the Full Feature Pro 8720 software.  Of course the whole issue starts when we notice that the desktop icon for Printer Assistant no longer works. It now opens up a set up page. Following that and inserting the ip from the printer does not work. After uninstall, the full feature software does NOT fully install, and the Printer Assistant no longer installs and is now no longer available.  Searching on line, I see a lot of folks having the same issues. 1st indication is the Printer Assistant stops working and opens up a set up window. Then after doing the removal and uninstall, and downloading the current Full Feature Software, it never fully installs, and Printer Assistant is no longer available or on the desktop. The only items that actually install are HP drop box, google drop box and HP help. That's all that installs.  What has happened? No sure buying a new printer is the solution. The Officejet Pro 8720 is not old.  Need some help or software that works. This is occurring on our three computers. 2 W10, and 1 W7.  Thanks

[Dragon-Fur]

@lbjr 

Understood.

If we have anything to add and / or if another Expert can chime in, I / he / she will post back.

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts 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.