Hp Officejet pro 7720 quit working and won't reinstall

[RollTide17]

Hello,

A few months ago, we purchased a new printer for my boss as his old HP printer quit working after years of use.  So, we purchased an Officejet Pro 7720 wide format printer as a replacement.  The first printer we recieved had several issues which caused us to have to return for a new printer.  The second printer came in and worked fine for a couple of months.  Recently however,  the printer just quit connecting showing up as an available printer.  We use microsoft surface pro 4's with windows 10 OS.  I did make sure that the surface pro had all current updates installed.

After searching various forums and trying things that have fixed others printers, we still have not had much luck.  Currently, the installation will stop installing the basic software as if it hanging up or something is stopping the installation from completing.  I have tried completely uninstalling the printer and drivers and reinstalling.  No luck.  I thought that it could be an issue with the cables but the computer recognizes the printer and begins setting it up but HP smart does not recognize it and windows shows it as offline.  I have done the installation on another computer with windows 10 with no issues.  I have also tried doing a complete reinstall after deleting the temp files and removing all HP related software off the computer.  I have attempted to do the installation both through wireless setup and the usb cable.  I had made some progress through the installation process but have not been able to move past the part shown in the picture below.  Installation has stopped at the 1of 8 part of the process.  I have also run the HP doctor software to determine if there are any issues and it has not returned anything that has been helpful in resolving this issue.

 

[ShlomiL]

Hi,

Please restart your computer and run the installation again.

If the installation fails please include a screenshot of the shown error, you may need to click the Details button once the installation fails.

Shlomi

[RollTide17]

I have restarted the computer after every uninstall before reinstalling the software again.  The screen shot in the original post is where the installation stops.  Since posting this morning, I have installed on another surface pro with no issues.  I'm not sure if there is a corrupt file on my bosses computer that isn't being removed when I uninstall.  Also,  installation has been attempted both from the online download and the cd installation with the same result.

[ShlomiL]

Please click the Start button and select Settings (the gear icon), then select Update and Security.

Click Check for Updates and install any available update, then restart your computer.

Repeat the process till you see that there are no further updates available and then try reinstalling the HP software.

Please let me know if that may help, such behavior may occur when there are pending updates running for your computer.

Shlomi

[RollTide17]

As mentioned in original post, all updates have been installed yet installation still does not complete.