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Honor Student
Posts: 2
Member Since: ‎02-13-2018
Message 1 of 4 (67 Views)

No support on i/o issues after installing HP Printer App

Product Name: Officejet 7740
Operating System: Microsoft Windows 10 (64-bit)

Printer worked well until I installed the HP Printer App. After that I was able to scan, copy, whatever - but not to print anymore from that device. Other machines have been still able to print without issues - as that HP Printer App was not installed on. Once I installed another driver printing was possible again - but not on the original driver which supports wide format as well as fast, ink saving printing, as well as all other features of that particular printer as multi trays, double side, etc.

Printer support tried it's very best but they are limited to printers. I spent some hours with them, the first guy friendly, helpful and knowing about his limitations, the second one, less experienced didn't fix the issue but got more trouble into my laptop, the communication was not that easy as he obviously was working in India. So he forwarded my call to "the real specialists", after waiting some further 40 minutes someone asked for the case number, my name and the explanation of the issue. Then he took some minutes keeping me waiting and suddenly asked for my companies service contract, redicolous. Maybe my company even has any service agreement with HP, I don't care for, that issue is related only to a faulty app made by HP, he took that as his chance to get out of that trouble, certainly he had not the knowledge to solve this issue, and it was already past 10 p.m.

Until now there is no help from HP, as we're also running Canon printers with wide format this issue is not that important, but if anyone out there has a solution... thanks in advance. Could get rid of that printer and replace it with another Canon, but I find this issue also very interesting: Trying to print, lets say a test page, the error message indicates i/o to be non operative... but only with that particular driver, no matter if printer is connected wired, wireless or by USB. Printer indicated as idle, HP print doctor doesn't find any issues at all, neither Microsoft pm.

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HP Support Agent
Posts: 12,117
Member Since: ‎08-11-2014
Message 2 of 4 (41 Views)

Re: No support on i/o issues after installing HP Printer App

@CCTX

Welcome to the HP Forums Smiley Happy 

I would like to take a moment and thank you for using this forum, it is a great place to find answers. 

 

As I understand there's no support for I/o after installing the HP Printer App,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Have you attempted to reinstall the printer drivers from root level?

 

While you respond to that, here's what you need to do:

I recommend you delete the driver at the root level and retry, follow the steps below: 

 

Uninstall the HP Printer App, then follow the below steps:

 

1.) In Windows, search for and open Programs and features 

2.) Select your HP Printer 

3.) Select Uninstall 

4.) In Windows, search for and open Devices and printers 

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose `Delete' or `Remove Device' 

6.) Open up 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 

 

Then, Click here to access the HP website, find the drivers compatible with your windows and install it.

 

Let me know how that pans out

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon,

followed by clicking on 'Accepted as Solution' as it would help the community gain more knowledge,

And Have a great day Ahead!

Riddle_Decipher
I am an HP Employee

Honor Student
Posts: 2
Member Since: ‎02-13-2018
Message 3 of 4 (31 Views)

Re: No support on i/o issues after installing HP Printer App

Howdy Riddle,

Well, that have been the very first steps, and yes, done all, even cleaned registry. To be honest: That all would not effect the i/o exit, isn't it? Would be easy to find + fix if all printers, at least all hp drivers, or other i/o based functions like scan, remote access etc. would be unable as well - but they are not.

I would not bother anyone with basics, I did all this low level bs before I called the HP support, they've done nothing else (but less - and multiple times). I even can't find any process or service related to both HP and i/o, the app history only indicates HP Smart, that's all.

What is for sure: I'll never become a friend of the ppl who made that stupid, useless HP app responsible for this issue. If I'm forced again to install such an app on any of our machines I'll take care that our purchase ppl return every single HP printer, server, even router no matter in which office and in which country. That app was, is and always will be without any advantage versus the regular OS based installation, is nothing else but trash wanting to impress kids with color.

There was not such bs for the 576, by far the best office printer ever built (so sad that HP stopped this high speed technology) , and there shouldn't be such bs for other printers but home/kids.

Thank you for your attention,

CCTX

HP Support Agent
Posts: 12,117
Member Since: ‎08-11-2014
Message 4 of 4 (19 Views)

Re: No support on i/o issues after installing HP Printer App

[ Edited ]

@CCTX

Thank you for responding,

I understand your concern and to help you out, 

 

I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

 

Response times may vary by region. 

Please send a Private Message, if you aren't contacted within 4-5 business days.  

 

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well, 

It's been a pleasure interacting with you and I hope you have a good day ahead.

Riddle_Decipher
I am an HP Employee

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