Printer Assistant will not install

MarkOBrien · ‎12-12-2020

I have an HP Envy 4527 running on a Windows 64 bit desktop PC under Windows 10 Home v1909. I cannot get the HP Printer Assistant to install. There is no icon for the printer on the desktop, and HP Printer Assistant is not present on the computer. I can print in colour or black and white from within applications, but I cannot scan. I have a couple of Windows 10 laptops where HP Printer Assistant is installed and working correctly.

I have tried an uninstall and reinstall as follows.

1. I removed the printer from Devices and Printers.

2.I then ran Print Server Properties (printui.exe /s) and removed its driver and driver package.

3. I rebooted.

4. I then went to 123.hp.com and reinstalled via HP Smart, which seems to be the only install option allowed. HP Smart does not offer me a choice over what to install – it does not let me select the basic driver or the full feature option. After it finishes the printer is available for printing but HP Printer Assistant is not installed.

5. I have run HP Print and Scan Doctor, and told it to fix scanning. It says it cannot find the HP Scan application software but does not install it, instead it refers me to HP Customer Care where I’m sent down the HP Smart install and launch route again.

6. I have also tried running HP Support Assistant, that also did not solve the problem.

7. There is a page on HP’s Support site for Software and Drivers for the HP Envy 4520 series, and that has a Printer Scan Driver and Accessories (EN4520_Full_WebPack_1122.exe). I repeated steps 1 to 3 and downloaded and ran that. It too only loaded the basic device drivers, no option for a full install, and in fact the printer afterwards was not accessible at all. I had to run HP Print and Scan Doctor again, but all it did was restore printing, it did not fix the missing HP Printer Assistant issue.

My hunch is that a previous install attempt went wrong and has left traces of itself behind which are not being removed by steps 1 to 3 above. I think I have done all the usual basic steps, and I have done them several times over, so something more is required. Can anyone assist please?

Dragon-Fur · ‎12-12-2020

@MarkOBrien

Could be bits lurking on one corner or another.

Below is a collection of ideas and suggestions...

First

Download and Save the Easy Start wrapper (do not yet install):

HP Easy Start Printer Setup Software

Preparation / Information

NOTE

If you wish to skip the Preparation, scroll down - start at The Detailed Procedure – “All the bits and extra steps”

Windows Updates

Before you install / reinstall printer software, do check and run Windows Updates. Even if Windows Updates appears to have caused trouble in the past, it is always possible rerunning Updates again can resolve odd issues (for example, printer not recognized).

Create Restore Point

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? Can’t print color?

Try this version of the Doctor:

http://ftp.hp.com/pub/printers/hppsdr/patches/HPPSdr.exe

HP Smart – The “Smart” Printer Application for Windows 10

Open the Software and Drivers Support Website for your printer

Check the Box Get the App

OR

Links to HP Smart software for Windows and Mobile devices, includes an FAQ section

HP Printers - Using the HP Smart App (Windows 10)

Windows key > All Apps > scroll down to category H > click on HP Smart

Optional: Right-Click on the application to Pin to Start and / or Pin to Taskbar

Reminder: For best results, after installing, be sure to log into the HP Smart app.

NOTE

HP Start is an Application – it lives in a different part of the File System

Remove / Install Steps: Settings > Apps > Apps and Features > scroll down, find, Click on HP Smart > Uninstall > Restart the computer and log in. A new copy of the application can be downloaded / installed from the Microsoft Store (formally Windows Store).

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

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

Oddities and Contributions

Issue: Missing EWS Options for Printer - HP Smart for Mobile (might be relevant to HP Smart for Windows)

Solution: Reset printer to network defaults > Add printer back into network > “Forget” and then re-add the printer back into HP Smart Mobile Application.

Thread: HP Smart app Advanced Settings (EWS) option missing from HP Smart mobile apps w/OJ Pro 9020

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

TKB article contributed by HP Expert ShlomiL

Call to DriverPackageUninstall error 5 returns during HP Device Software uninstall

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

Where is the Full Feature Software (includes HP Scan)?

Some printers now offer (and use) the HP Smart for Windows as the main printing application. If offered, the application might be listed on the Software and Drivers web page as "Get the App"
Full Feature Software might have been relocated to Category Software and Drivers >> Subcategory Software Utility
When / If available, install your printer software using the HP Easy Start Printer Setup Software wrapper – When asked, choose to install the Full Driver
After the software is installed, Restart the computer and log in

The Basics - Standard - Reinstall Full Feature Software

Nothing "wrong" - standard procedure...

Printer Software

Uninstall the existing printer software from Programs and Features
Restart the computer and log in

Open Category Software and Drivers (possibly subcategory Software-Utility) in your printer Support Website

Download-and-Save the printer software (Full Feature Software / HP Smart / Easy Start)
Navigate to the folder in which you saved the software installation package (likely Downloads)
Right-Click on the downloaded package and "Run as Administrator" to start the installation
Reminder: If using Easy Start, select the Full Driver
After the software is installed, Restart the computer and log in

+++++++++++++++++++++++++++++++++++++++++

OR

The Detailed Procedure – “All the bits and extra steps”

Use this method when there are problems uninstalling / reloading the software.

Start - “All the bits”

➡️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 (Full Feature Software)

Control Panel > icon view > Programs and Features >

Find / Select > Uninstall the printer software

If software will not uninstall, appears to be removed and it “still hanging around”

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

OR

Revo Uninstaller (Free version)

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

Check and Remove Section

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

NOTE 2:

Can't stand it?

Too much to do?

At the least, check / remove printer from Devices and Printers as described below...

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

Control Panel > icon view > Devices and Printers

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

NEXT

(Top Ribbon) Click Print Server Properties > tab Drivers

Select each unwanted entry > Remove > OK to exit menu

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

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

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

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

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

Clear HP / files in Temp folder

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

Delete the files in the Temp folder (Ignore files that cannot be removed)

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

End Check and Remove Section

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

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

Installation – Full Feature Software

Open your printer Support Website
Open Category Software and Drivers

Important Notes

Full Feature Software might have been moved to subcategory Software-Utility and / or might now be called Print and Scan Driver and Accessories
If you use Easy Start to install the software: When asked, opt for "Full software and drivers" (exact wording might vary).

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”
Reminder: If using Easy Start, select the Full Driver
After the software is installed, Restart the computer and log in

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).

Both the HP Smart Application and the Full Feature Software can be installed on the same computer – when available, the Full Feature Software should be installed first (and the computer should be restarted).

HP Documents

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

HP Printers - Uninstalling the Printer Software (Windows)

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

Printer Home Page - References and Resources – Learn about your Printer - Solve Problems

“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 ENVY 4527 All-in-One Printer

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Dragon-Fur

MarkOBrien · ‎12-12-2020

Thank you. There's a lot to try here, and I've already spent hours on this, so I won't dive straight in immediately.

One thing that surprises me a little is there doesn't seem to be any mention of using regedit to ensure a printer is completely uninstalled. Is there a reason for that?

Dragon-Fur · ‎12-12-2020

@MarkOBrien

You are welcome.

I do not typically include recommendations that people edit the Registry.

Personal choice.

If you find something of this type you want to try,

I do suggest you Export a copy of the full Registry before you make changes.