Unable to Uninstall Printer Software

[rory72]

Hi

I have a problem with my Envy 5530 Printer. When I scan to Jpeg it splits the image.

The HP solution is to go into the printer assistant, and then into advanced settings and turn the 'auto-crop' option off.

However, since updates it seems I have to reconnect my printer via the 'connect a new printer' link.

But this fails each time, as below;

From here the HP solution is to uninstall the printer software and reinstall the lastest version. However the uninstall also fails each time and I get an error message as below;

I have tried the troubleshoot wizard steps (as below), which finishes by referring me to Microsoft. They were no help and referred me back to HP;

I have also tried all the steps on this link, (apart from the regedit stuff) and am now in an even worse situation, where the printer no longer even recognises the laptop.

Can anyone advise how I can get over this issue and remove the printer software so I can start again from scratch.

Someone on another forum suggested HP may have a Diver Removal Tool/ Driver Cleaning Tool?? ... or is that the wizard.

Thanks 

[ShlomiL]

Please carefully go through the below steps which should allow uninstalling the software, due to corrupt user rights to the system folder.

Be aware that any installed HP printer will need to be reinstalled after performing these steps:

1. Browse to C:\Windows\System32\DriverStore
2. Right-click FileRepository and select Properties.
3. Open the Security tab and press the Advanced button.
4. Click the Change button, type your Windows user account and press Check Names, then press OK:
   
5. Check the bottom box to Replace owner on subcontainers and objects, Press Apply, then press OK and press OK again:
   
6. Click the Edit button.
7. Click Add and type your Windows username, then press Check Names and then press OK.
8. Check Allow under Full Control for your user and press OK, be sure to confirm any prompt:
   
9. Click the Advanced button again, click Change and then type Administrators, click Check Names and then press OK.
10. Once again, check the bottom box to Replace owner on subcontainers and objects, Press Apply, then press OK and press OK again (this will set the folder ownership back to the Administrators users group for your PC):
11. Press OK once again and the FileRepository properties dialog is closed.
12. Open the FileRepository folder.
13. Locate and delete any folder which starts with HP
    Example:
    

Now uninstall the HP Software and it should be successfully removed

[rory72]

Thank you for your detailed response.

I followed the instructions and was able to unistall the printer sodtware, and then reinstall after downloading from HP site.

However when I tried to connect the printer (wireless) I got the same result as before - Unsuccessful Network Installation

I have recently upgraded my ISP account (talktalk) to faster speed and I noticed when I did 'Find my IP' on bowser that my IP address seems to have changed recently, and I wonder if it's anything to do with that.

I recoonected to wireless router via the 'wireless setup wizard' on the printer itself, hoping it would update the IP address on the printer as it still seems to show the old one. But after it still showed the old IP address, and it is the same in the set up printer software when it detects the device.

Would be grateful for any further advice

Thanks

[ShlomiL]

Hi,

Please click the Wireless icon and then the gear icon, select Restore Network Defaults and confirm any prompt.

From the same menu, follow the Wireless Setup Wizard option and reconnect the printer to your network, then check for any difference.

If you get the same behavior after reconfiguring the device now, please print and evaluate a Wireless Test Report, may you see any warning or alert listed on the printed report?

https://support.hp.com/us-en/product/hp-envy-5530-e-all-in-one-printer-series/5304881/model/5304882/...

Please let me know the results,

Shlomi

[rory72]

Thank you again.

I followed instructions, reset default network settings and reconnected the printer to the wireless router. (Note I noticed it was still showing original IP address after this. Not sure why it's different to the one that now comes up when I do 'Find my IP' search in browser).

But anyway, on the laptop I went through the software-  'connect printer' procedure again and same result - Unsuccessful Network Installation.

I printed the wireless test report and results say its all fine .. "No problems found. Congratulations on the successful setup of your wireless printer". (All the sections read fine, I can take a photo and post if that helps, but I don't think there's anything to see)

But if I go into scan to computer it says no computer found and advises to make sure the printer software is installed on your computer etc .. so it seems the printer is on the router, and also comes up on the software installation when it initially performs a network check and finds the printer on the network. for some reason though, always unsuccessful network installation.

I

[ShlomiL]

Regarding the IP address this is completely fine.

When you go to Find my IP you see the WAN IP address on the internet (Wide Area Network), for the printer, this is a LAN IP address (Local Area Network), those are not expected to be similar.

Please make sure your operating system is fully updated, be sure to install any available update till no further updates are available:

https://support.microsoft.com/en-us/help/4027667/windows-10-update

Once completing any update and getting no more updates available when checking, uninstall the HP Basic Device Software, reinstall it and check for any difference.

If you got any similar results then, right-click the Start menu and select Run, type winver and press OK.

What is the exact listed Windows version and build?

[rory72]

Hi,

Thanks for info about IP address.

I followed instructions and unfortunately same result.

It is: Windows 10 version 1909 (OS Build 18363.592)

Thanks again

[ShlomiL]

Is the printer under its warranty period?

Assuming it is under warranty, contacting HP Support would be a good option to get some more intensive troubleshot by a support agent using a remote control session, to get a better picture of the entire system.

To contact HP Support in your country, you may create a support case and contact HP by following below form:

https://support.hp.com/us-en/contact-hp/product/hp-envy-5530-e-all-in-one-printer-series/5304881/mod...

Shlomi

[rory72]

Warranty status - EXPIRED

Are you saying the printer is written off now??

Seems a bit much, as the only issue I started with was it splitting scan to Jpeg images, but after following various steps on HP support threads, now the printer doesn't recognise the Laptop and I can't even print with it now.

[ShlomiL]

No,

I haven't said any such.

I did offer this possibility as a such may occur due to many reasons, also due to OS curruption.

Please try below steps and see if that may make any difference:

Hi,
Please follow the steps below to resolve such an error:

**Be aware that if you have other printers installed on your PC, those will need to be reinstalled too once completing these steps.

1. Uninstall the HP Software from your PC.
2. Backup your registry prior to making any registry changes:
https://support.hp.com/in-en/document/c03485724
3. Update your registry using the Reg file below (that will change some printer related policies for your PC):
https://www.dropbox.com/s/avbv56zdgwv7600/kernel.reg?dl=1
4. Right-click the Start menu and select Run.
Type Services.msc and press OK.
Locate and stop the Print Spooler service
5. Browse to c:\Windows\System32\spool\drivers.
Rename W32X86 to W32x86.old
Rename x64 to x64.old
Note: if any of these folders fail to rename reboot your PC and then Continue following the steps starting from Step 4...
6. Restart your computer.
7. Reinstall the HP Software and check for any difference

Please let me know the results,
Shlomi