Software will not uninstall

[rab228]

I have been having wireless connection issues with the printer that I did not have before. I check firmware, it is up to date. I was planning to remove the "HP officejet 5740 Basic Device Software". When I tried to uninstall it from the administrative login in I received the following message:

Cal to DriverPackage Uninstall returned error 5 for package

"C:\Windows\System32\DriverStore\FileRepository\hpwia_oj5740.inf_amd64_ad1248a34e6ae 108\oj5740.inf":

A caller of DriverPackageInstall must be a member of the Administrators group to install a driver package.

ok

I click OK and the computer will attempt to finish the uninstall but then closes the uninstall box. When I go back to check that the software has been uninstalled it is still present.

How do I remove the software completely so I can reinstall the software with updated software to fix this loss of wireless communication that I have been experiencing?

[asmita6658]

Hi @rab228

Welcome to the HP Support Community. I'd be happy to assist you with the printer driver.

Let's try these steps to restart the print spooler -

1. Turn off the printer using the power button.

2. Search Windows for run, and click the Run Windows application in the list of results.

3. Type services.msc in the Run window, and then press Enter on the keyboard.

The Services menu opens.

4. Right-click Print Spooler and select Stop.

5. After the service has been stopped, close the service window and use Windows Explorer to browse to C:\Windows\System32\Spool\PRINTERS.

6. Delete all files inside the PRINTERS folder.

7. Restart your computer.

8. Turn on your printer.

Try these steps to perform a root-level uninstall -

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.

6. Open 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 Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here for Windows 10 (64-bit).

15. Click on the downloaded file and follow the on-screen instructions.  

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[TamaraKP]

I have the same problem but stoftware will not uninstall even if i do the steps you suggested. 

[asmita6658]

Hi @TamaraKP

Are you getting any error? 

What's the model name of the printer and the operating system installed on it? 

Let me know. 

[KevinOM1]

I have the same problem. My printer is HP5740 as well. The printer worked before but once I attempted to install new driver the installation stopped with the same error message. I followed step by step you suggested but could not uninstall "HP officejet 5740 Basic Device Software". It is still there. Due to the driver exist the reinstallation process failed and got the same error message.

[iPhilYa]

i have the m227n and it is doing the same thing and I've already tried all the stops you mentioned above. 

[praveen196]

@jwc181 & @iPhilYa Welcome to HP Community!

I understand that you are unable to install the software.

Do not worry. Let's work together and get this issue addressed.

I would disconnect the USB cable, then uninstall the software.

Perform a clean boot on the computer and turn off the Antivirus Software: How to perform a clean boot.

Then run the installation again. Immediately after connecting the USB cable, follow the steps in this document: A Fatal Error Displays During Software Installation. This should resolve this error message.

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!