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hillmed
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computer will not recognize HP Officejet 5740

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HP Officejet 5740
Microsoft Windows 8.1 (64-bit)

MY HP Officejet 5740 has worked well since I bought it new.  A few months ago the computer began not recognizing the printer when computer was booted up. Scan Doctor was used to re-establish the connection but problem got worse over time. The computer will not recognize the printer with a wired connection either. Finally had computer and printer connection serviced via Geek Squad and the connection was re-established and tested. But the next day when computer was booted the connection was lost although the printer and computer software is up to date. Note: No new programs have been added to the computer that may affect printer.  Router connection has also been diagnosed and is without issue. Firewalls have been tested. Cannot figure this out.  HELP!

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Chimney_83
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Greetings @hillmed

 

Thanks for the post. 

 

I understand that you are facing connectivity issues with your printer. (USB and Wireless.)

Kudos to you for trying to fix the issue on your own by using HP Print and Scan doctor. 

Not to worry, I will be glad to assist you from there. 

Are you able to make a copy on the printer? (This would let us know if the printer is working correctly.)

 

Copy function of a printer is independent of the software on the computer.

If you are unable to make a copy, please do hard reset (disconnect the power cable of the printer, wait for a minute and connect the power cord directly to a wall outlet and turn the printer ON.)

If the printer still does not make a copy after a hard reset. Please contact our phone support for the service or upgrade options for the printer. 

If you are able to make a copy on the printer.

Please select the Setup menu on the printer front panel. 

Then select Printer maintenance. 

Scroll down the list and select Restore /Factory default. 

Once restore is done. 

Restart the printer. 

Then turn off the printer. 

 

Now let's go to your computer. Please follow the procedure mentioned below to uninstall the printer cleanly from your computer. 

(The procedure seems complicated but it will resolve the issue you are facing.)

 

Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)

Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)

Go to devices and printers, select any printer listed there and you will get some options on the top. 

Click on print server properties. 

You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there, if any.

Delete all the instances of your printer listed in devices and printers.

Restart the PC.

Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 

Type %temp% in the run box and click Ok or hit the Enter button.

It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).

If possible, delete the printer from the registries using Regedit or using any other 3rd party application.

Restart the PC again. 

Download the latest full feature driver from www.hp.com/drivers and install it on the computer.

Connect the printer to your computer only when the setup prompts for the printer. (USB.)

 

Once the printer is working with USB connection, follow the procedure mentioned in this HP Article for convert USB to a wireless setup. 

Please check if you are able to print through wireless. 

If you are able to print through wireless. Please follow the procedure mentioned below to assign a manual IP address to the printer. 

Assigning manual IP Address will improve the stability with the printer. 

  • Obtain the IP address of the printer (which can found by pressing the “wireless” icon on the printer control panel)
  • Enter the IP address on the web browser (Ex: chrome, IE) to enter the printer EWS page.
  • Go to the “Network” tab, click on “Wireless (802.11) then click on “Network address (IPV4)
  • Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
  • Click on the radio button which says “Manual DNS server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

You can also watch this Youtube video for assistance. (The printer and OS in the video is of a different unit, but the procedure is the same for all printers.)

 

Let me know how it goes. 

Chimney_83
I am an HP Employee

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