Unable to reinstall drivers

[damiansakwinski]

Hi,
I have an issue with a clean installation of improperly uninstalled HP Software. Essentially what happened is that my PC froze during the process of uninstalling the HP Officejet 7500 E910. I rebooted and tried to uninstall the software again but every time I got a message that the software was already uninstalled, which was not true, and the program kept reappearing on the uninstall list. Then I removed C:\ProgramFiles\HP folder and followed these steps: https://h30434.www3.hp.com/t5/Printer-Setup-Software-Drivers/HP-driver-installation-does-not-find-pr...

However my problem is that I still can't perform a fresh installation of HP Officejet 7500 E910 software. The thing is that when I run the downloaded .exe file, uncheck all the additional software, I cannot proceed further. The "next" button is disabled. It's as if I had some residual drivers on my computer and the installer thinks I already have the drivers installed. At this point I don't know what else to delete to perform the installation. I would really appreciate it if someone could help me. Thank you,
Damian.

[damiansakwinski]

Update:
I was able to push the issue a little bit further by using this WIndows tool: https://support.microsoft.com/en-us/help/17588/windows-fix-problems-that-block-programs-being-instal.... Though the "Next" button is not disabled anymore and the installation claims to be successful, neither the software, nor the drivers get actually installed. 

In addition to the above step, I tried using CCleaner to clear out broken registry keys as well as following this solution: https://h30434.www3.hp.com/t5/Printer-Setup-Software-Drivers/WINDOWS-CAN-T-INSTALL-THE-HP-ENVY-5530-.... But to no avail.
I also tried using HP Print and Scan Doctor and when I add the printer through Control Panel -> Devices and Printers, the program correctly detects the device. However it fails at printing the test page, but doesn't fail at printing the diagnostics page. Then I'm prompted to uninstall the HP Software, which I consent to do, however Print and Scan Doctor is unable to do it, and so I'm told to remove the printer through Control Panel -> Devices and Printers. If I do it and run the Print and Scan Doctor again, the printer is detected however marked as not installed. I proceed to installing the software, however it won't install though it claims that the setup finished correctly. And the vicious cycle continues.

[Dragon-Fur]

@damiansakwinski 

I can offer the following limited advice.

Notes

The Full Feature Software for this printer is dated 2014.

It might still work in the most recent versions of Windows 10.

What does that mean?

At this writing, the software was last released six years ago.  

Eventually, the software may not work as expected in spite of compatibility marked for "Windows 10".

Your printer software - Full Feature Software

Download and Save - do not yet attempt to install the package.

HP Officejet 7500 Wide Format e-All-in-One Printer series - E910 Full Feature Software and Driver 

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

Use this method when there are problems uninstalling 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

• 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).

Where supported:  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).

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 Officejet 7500A Wide Format e-All-in-One Printer series - E910 

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If the answer helped resolve your issue, Click "Accept as Solution" .

[damiansakwinski]

Thank you for your reply. I went through all these steps, unfortunately the issue still persists and is the same as in my second post. I realize that the software might not work as expected on Windows 10. The thing is that it works on another Windows 10 PC with exactly the same hardware and configuration and has worked on the current PC before.

[Dragon-Fur]

@damiansakwinski 

You are welcome.

I did not have a unique expectation that it would help.

This is essentially ground you have already covered.

Unfortunate.

Note:

That the software / uninstall works on another computer is not conclusive - the File System on the computer where this is not working is certainly different in some ways.  The File System might be corrupted, certain software, libraries, or drivers might be missing bits (missing links, data), the registry is different.

Were it mine to do - and it is not, of course

I'd pursue this a bit further (and) then consider reloading the Windows Operating System.

and / or

I'd replace the printer.

I might do both.

That's me.

Perhaps another Expert or Agent will have something useful to add.

Stay Safe.

Thank you for participating in our HP Community.

We are a volunteer community workforce dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the help.

If the answer helped resolve your issue, Click "Accept as Solution" .

[damiansakwinski]

Certainly there's a difference between this and the other PC due to the error during uninstallation. Clearly there are some residual files that prevent the software from installing properly. I tried everything not to reload my OS, but I guess there's nothing left to do than just do it. I think I'll call HP technical support tomorrow and see if they can help me. If not, I'll reload the OS. Anyway, thanks again for your time.

[Dragon-Fur]

@damiansakwinski 

You are welcome.

I am sorry it did not work.

Hopefully you'll find a solution.

Stay Safe.

Thank you for participating in our HP Community .

We are a volunteer community workforce dedicated to supporting HP technology.