HP officejet software unable to find HP OfficeJet 5740 during its installation on PC

[seasidehp]

When installing the software on PC it is unable to detect the device (HP OfficeJet 5740) even though I can see it on "devices and printers" on control panel. When running the HP print and scan doctor 5.0 it shows an issue with the scanner which seems to be able to fix it. However, when performing the scan test at the end of the fix, HP print and scan doctor 5.0 is unable to find the device. The PC is a brand new, with only a couple of software installed, therefore I don't think there is a conflict issue.

[Rainbow23]

Hi @seasidehp,

Welcome to HP Forums, this is a great place to get support, find answers and tips.

Thank you for posting your query, I'll be more than glad to help you.

I understand that you are unable to detect your HP OfficeJet 5740 e-All-in-One Printer during setup.

This issue could occur if the firewall is blocking the device or Windows Image Acquisition (WIA) is not activated.

Let's go through a few steps to troubleshoot this issue.

And here's the step by step guide for you in the link depending on how it is connected to the computer:

1. Network Scanner Connection Error (Windows)

2. USB Scanner Connection Error (Windows)

Also, I suggest that you update the firmware of the printer from the link: Firmware Update

Also, let us know how the printer is connected to the network.

Let me know how this works.
 

You have a good day ahead.

[seasidehp]

Thanks for your help and support. I have tried disabling the firewall and I can see that WIA is running properly. The printer has the latest version of the firmware. I have tried connecting the printer through WiFi, ethernet cable to router, and ethernet cable to PC, but still getting the same issue.

[Rainbow23]

Hi @seasidehp,

Thank you for your reply, I'll be more than glad to help you.

I understand that the issue still persists after following the steps provided in the previous interaction.

This issue could occur if the wireless card is not working in the unit.

Please follow the steps to print a wireless test report: 

1. From the printer control panel, touch (Wireless), and then touch ( Settings ).

2. Touch Print Reports

3. Touch Wireless Test Report.

If the test fails then it could be a hardware issue with the unit.

You have a good day ahead.

[seasidehp]

Hi @Rainbow23

Thanks for your support. I just printed the wireless test report and it indicates "No problems found. COngratulations on the successful setup of your wireless printer". However, the issue still persists.

Thanks!

[Rainbow23 · Accepted solution]

Hi @seasidehp,

Thank you for your reply, I'll be more than glad to help you.

I understand that the wireless test was fine and the issue still persists.

This issue could occur if the drivers are not installed properly.

Let's go through a few steps to uninstall and reinstall the drivers:

Step 1: Uninstall the Drivers:

Please follow the steps provided to uninstall the printer software in the link: Uninstalling the Printer Software (Windows)

Also, please follow the steps provided below to completely remove the printer software from printer properties.

Steps to remove printer driver files from Print Server Properties:

1. Open the Print Server Properties dialog window by doing one of the following:
   • Click the Start menu and in the search field type 'printui /s /t2' (without the quotes), and then press Enter or click it in the search list.
   • Press WINDOWS-R on the keyboard to bring up the Run window, type in 'printui /s /t2' (without the quotes), and then press Enter or click OK.
   • From the Start menu or the Start screen:
   • Open Devices and Printers.
   • Select any printer and then click "Print server properties" at the top of the window.
   • Click on the Drivers tab.
2. Select the printer driver you wish to uninstall.
3. Click the Remove button.
4. Select "Remove driver and driver package" and click OK.

Step 2: Download and install the Drivers from the link: Full Feature Software and Drivers

Let me know if this works.

You have a good day ahead.

[seasidehp]

Thanks for your support!!! I can confirm that it is working now. 

[Riddle_Decipher]

@seasidehp

Thank you for the update,

I appreciate your time and efforts, 

I'm glad you found the solution you were looking for. 

Thanks for taking the time to let the community know about the solution

You've been great to work with and it has been a genuine pleasure interacting with you.

I hope both you and your product works great and remain healthy for a long time 😉 

Take care now and do have a fabulous week ahead. 🙂