• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Here is the solution for the error: "Encryption Credentials have expired" when attempting to print or scan from Mac OS or iOS devices: Click here to view the troubleshooting steps!
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs AND MORE.
Locked

‎02-25-2022 07:03 AM

HP Recommended
Product: HP OfficeJet Pro 9015e All-in-One Printer
Operating System: Microsoft Windows 10 (64-bit)

Relative has me troubleshooting HP 9015E not fully installing because printer does not complete registering. Have spent 4 days on phone with HP support. Printer does print and scans but using the PC app, but not with HP Smart. Tried to install the complete 9015 sw but tech said it was already installed. Could it be that HP Smart is already installed on a profile and am trying to re-install pri ter on another profile (the profile the relative has asked me to use)? Obviously, I am not familiar with profiles and how programs operate between Wins profiles. 

Category:
2 people had the same question
4 REPLIES 4

‎02-25-2022 08:34 AM

HP Recommended

Additional info. Short story. Relative known to use two profiles on PC. 9015e had been fully functioning before HP and I had to get involved. 9015e has repeatedly been (re)installed by HP through remote desktop on a particular profile (call it #2 profile) while I watched. After 4 days, I can only assume 9015e is fully functioning on #1 profile and we've been working on wrong profile. Again, not my PC, unfamiliar with Win 10, profiles - and how they can affect program installations. 

Was this reply helpful? Yes No

‎03-01-2022 09:01 AM

HP Recommended

@VictorD2

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help,
Let's try these steps to resolve the issue: 

Root level uninstall and reinstall printer drivers: 

  • Go to Control panel – Programs and feature – Select all the HP Officejet printer entries and uninstall them.
  • Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
  • Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go to run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

To reinstall, click here.
 

Hope this helps! Keep me posted for further assistance.
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!

ECHO_LAKE
I am an HP Employee

Was this reply helpful? Yes No

‎03-01-2022 09:28 AM

HP Recommended

Thank you. But, might the program be installed on the 1st profile? I don't want to create more problems by not addressing the possible cause.

 

Was this reply helpful? Yes No

‎03-01-2022 10:04 AM

HP Recommended

@VictorD2

Thank you for posting back. 

 

The above steps will remove all printer drivers and reinstall the latest drivers to correct this issue. 

ECHO_LAKE
I am an HP Employee

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.