HP Officejet 5740 install & USB connection problems

[blw7920]

I recently purchased an HP OfficeJet 5740 all-in-one printer for my Dell XPS 8700 desktop-(Windows 8.1) and attempted to install same, using the USB connection option. I was advised by the setup instructions to go online to a Dell website for the latest version of the setup software to download if I had internet access. I DL'ed the software, and it apparently installed okay-(no errors or anything to indicate it didn't complete successfully). When completed with the software install I got to the connection option window-(wireless, ethernet cable, usb cable). I selected the usb cable option, however after being prompted to then connect the USB cable to the printer and computer via the usb cable, it attempted to connect, but alerted me, stating; "printer connection unsuccessful, printer wasn't able to to connect successfully over the usb cable. I attempted this numerous times-(by myself and with remote assist with Dell Computer Support). I had the same problem last week when trying it with my older HP 6100 Officejet, which I've been wanting to replace. I ran the HP print/scan doctor program on the 5740 and it lists the printer and the software as installed, however the HP Printer install Wizard lists the entire software package for the printer isn't installed and some basic functionality drivers may be missing or corrupt. Also when I go to Control Panel, then Devices/Printers, it shows the 5740 icon, however after rt-clicking on that printer icon, instead of the regular menu that comes up-(showing full properties, option to select that printer as the default printer, etc), it displays a smaller menu with very few selections-(which don't include the "select as default printer"). I tried the printer software download both ways-(thru the online HP website 1st, then off the install CD that came with the printer, same results. The printer was purchased 11-15-2014, and appears to be functioning okay-(prints test-page, alignment-page, etc), but I can't print anything and apparently it can't connect over the usb cable-(*I purchased a new usb 2.0 cable yesterday and used it, to rule out having a bad cable). My Dell computer is only 10 months old, and I upgraded it to Windows 8.1 back on Oct 25th.  The USB ports on the computer all seem to be working fine when connected to another USB device other than the 5740 printer.  Could it be either the software apparently isn't fully installed, with some drivers missing or possibly the USB drivers need updating? Any help would be appreciated. Thank you!!!!

[Waterboy71]

Hello blw7920,

Welcome to the HP Forums.

I see that you are having some issues when attempting to install the printer on to your computer.

I have gone a head and looked at the specs sheet for your computer and I have found something very interesting.  The computer specs show that the computer has 3.0 usb ports.  The printer does NOT support the use of 3.0 usb ports.  If you have the printer connected to one of these ports, this is more than likely the reason why you can not get it to connect.

You can identify the 3.0 ports by the colour in the port. They are blue or they have the " S.S" (Super Speed)beside them. 

I suggest that we start right from the beginning.

Remove the usb cable from the printer and from the computer and leave it disconnected.

Run the following link for Uninstalling the Printer Software.  Once the uninstall is complete, please reboot the computer so that the changes take affect.

When the computer is back up and running, disable any firewalls or anti virus protection so that we don't have any conflicts with the installation.

Click the following link for the HP Officejet 5740 e-All-in-One Printer series Full Feature Software and Drivers.

Save the download to your Desktop so that it creates a new icon.  When the download is complete, click on the new icon and follow the instructions for the installation.

The installation will prompt you when to connect the usb cable, please make sure you are NOT using the 3.0 ports on the computer.

If the troubleshooting does not help resolve your issue, I would then suggest calling HP's Technical Support to see about further options for you. If you are calling within North America, the number is 1-800-474-6836 and for all other regions, click here: click here.

Thanks for your time.

[blw7920 · Accepted solution]

Thanks for responding but I was able to get the printer installed with online remote diagnostic assistance from the support staff of my computer's manufacturer. It was determined to be a software issue due to a recent upgrade to Windows 8.1. Thank you for effort!!!   🙂

[catwith9lives]

I have the same issue with the Officejet 5740 e All-in-one with the USB connection which is the 2.0.  I have tried everything but the CD seems to be missing the printer driver as it is only installing it as a Fax and Scanner but not printer.  The only way I can get it connected and print is using a Officejet 350 printer driver in Windows XP (it doesn't offer the 5740).  The  screen for printing don't give options to change, it is very generic.  Is there a more compatible driver I can use that will let me change the printouts?

[Waterboy71]

Hello catwith9lives,

If you click on the driver link that I provided on the instuction post, it will take you to the Full Feature Software and Driver download.

The download is good for Windos 8.1, 8, 7, Vista and  XP.

Thanks for your time.

[catwith9lives]

I had tried the full and also the basic driver (link you provided), before posting and they give the same error issues as the installation CD that came with the printer.  I don't know why a 350 driver installs without any errors and the one for th    e 5740 causes errors and won't finish the installation connecting to USB, it keeps saying check the cable and there is nothing wrong with the cable or USB port and printer portion doesn't install.

[Waterboy71]

Hello again catwith9lives,

If you have attempted to use all the steps that I have provided, I would suggest contacting HP directly.  This could be a hardware issue with the printers usb port and this is why you are seeing the" Check Cable" error message.

Thanks again for your time.