Software installation problem

[Anteo]

I have tried to install the software program of my printer HP, but it didn't work.

I followed all the instructions in the Assistant Center and all the suggestions that HP Print and Scan Doctor 5.1 gave me.
I really don't know how to solve the problem.

Please help me. What I can do?


Italian version

[DavidSMP]

@Anteo,

Thanks for stopping by the HP Support Forums.  After reading your post I see that you need assistance regarding issues with the printer not connecting to the network and not installing due to error messages. It will be a delight to assist you here.

Superb analysis and brilliant diagnosis of the issue before posting. Kudos to you on that score. 🙂  

To assist you with accurate information I would require more information regarding this:

• Did this happen after a recent software or Windows update?
• Did you lose the connection after a recent power outage or surge?

For now, try these steps:

• Please perform a hard reset on the printer from this link: https://support.hp.com/us-en/product/hp-officejet-5740-e-all-in-one-printer-series/6617253/model/667... by following instructions from the section “Step 1: Reset the printer”
• Then restore network defaults on the printer by following the user guide: http://h10032.www1.hp.com/ctg/Manual/c04426664 follow instructions from page 87 on how to do it and print a network configuration page.

Then please run HP print scan doctor and check if it gets fixed from this link: http://support.hp.com/us-en/document/c02073861

Now check if the issue gets fixed. If it continues, then uninstall and reinstall the printer drivers at the root level by following these step by step instructions:

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, in control panel and select any printer listed there and you will get some options on the top. 
• Click on print server properties. 
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again. 
• Then create a new user account as an administrator  from this link: https://support.microsoft.com/en-in/instantanswers/5de907f1-f8ba-4fd9-a89d-efd23fee918c/create-a-loc...

Log into the new user account after restarting your computer

Then download the latest full feature driver from https://support.hp.com/us-en/product/hp-officejet-5740-e-all-in-one-printer-series/6617253/model/667... and install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

This should fix the issue.

Please check if the issue gets fixed. If it continues, then perform all the prescribed steps from this link: https://support.hp.com/us-en/product/hp-officejet-5740-e-all-in-one-printer-series/6617253/model/667...  (HP Printers - Printer Not Found During Network Driver Setup (Windows)

• Perform step 1 to step 5 This should fix the issue.

• If it continues, then install the printer as a USB printer an convert it into a wireless printer by following instructions from this link: https://support.hp.com/us-en/product/hp-officejet-5740-e-all-in-one-printer-series/6617253/model/667...  (HP Printers - Changing from a USB to a Wireless Connection)
• Now check if the issue gets resolved. This should do the trick for you.

 Perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.  Please note that I am not overloading you with steps but instead, giving you more information to work with.

We are as eager as you are to get the issue fixed. I request you to perform all these steps till the issue is fixed.

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

[Anteo]

Hi @DavidSMP,

I tried your solutions, but, unfortunately, it didn't work. I've always had the same problem.

I answer your questions:

• Yes, there was a recent Windows 10 Update. But the problem with the printer was born before the update.
• No, I didn't lose the connection after a recent power outage or surge.

The problem isn't solved.

[DavidSMP]

@Anteo,

It is wonderful to hear from you. Thanks for the super quick response. You've been awesome to work with considering your immaculate attitude, terrific temperament and persistence to try and resolve the issue. Kudos to you for that.🙂

For now, try these steps:

Please install the printer on a different Windows-based computer to isolate the issue between the printer and the computer's operating system.

If the printer installs on a different computer correctly, then the issue is with the operating system of this computer. Please backup your data and reinstall the operating system or perform a system recovery to factory settings if it is an HP computer.

Then reinstall the printer drivers and it should work correctly.

It has been an absolute privilege to share this platform with you and a genuine pleasure to work with you. break some good news that is music to your ears and mine. It is paramount to assist you as you are a valued HP customer. Now trust me I've done all I can to assist you here by keeping your best interest in mind.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care, stay healthy, keep smiling big and have a blessed week ahead. 🙂

 Cheers!

[Anteo]

Hi @DavidSMP,

First, I thank you for your compliments.

And secondly, I tried to install the printer on a different Windows-based computer, but it always didn't work.
Unfortunately, it's not a problem with the computer's operating system, I guess.

I hope you have others solutions.

[DavidSMP · Accepted solution]

@Anteo,

This response has been very quick. It is awesome to have you back. Then there is more to it than meets the eye. It looks like a hardware issue with the printer. The printer may require a replacement. I will send you a private message to assist you with the next course of action. Please check your forum private message box next to the bell notification icon on the upper right-hand corner for a private message from me for further assistance.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care, stay healthy, keep smiling big and have a blessed week ahead. 🙂

 Cheers!