I can't install software

[davidbeard]

I can't install the HP software.  It tells me it cannot connect to the printer, even though I can print to the printer with no problem.  I downloaded the troubleshooter, but it just puts me in a loop saying it cannot connect to printer.  I tried chatting with someone who popped up on the HP website.   He looked into it and he said he could fix it for $199.99.  Was that a scam or real?

[Riddle_Decipher · Accepted solution]

@davidbeard

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 out!

As I understand you have trouble installing the HP Software for your printer,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Did you reinstall the drivers/software from root level to avoid the issue?

Have you considered using the Windows built-in drivers?

Did you know, If your device is under warranty, you don't have to pay to have it fixed?

(Attach a screenshot of the chat asking you to pay, it may not have been from HP as far as I can tell)

While you respond to that, here's what I recommend you do:

I recommend you delete the driver at the root level and retry, follow the steps below: 

1.) In Windows, search for and open Programs and features 

2.) Select your HP Printer 

3.) Select Uninstall 

4.) In Windows, search for and open Devices and printers 

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose `Delete' or `Remove Device' 

6.) Open up the run command with the "Windows key + R" key combo. 

7.) Type printui.exe /s and click Ok. (Note: there is a space in between "printui.exe" and "/s") 

8.) Click on the "Drivers" tab 

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 

10.) Select Ok 

11.) Select Apply and Ok on the Print Server Properties windows 

12.) Close Devices and Printers 

Then, Click here to access the HP website, find the drivers compatible with your windows and install it.

If the issue persists, please go ahead and install the windows built-in drivers: 

If a full feature driver from HP is not available for your printer, you must install the built-in print driver. A full feature driver for one or more Windows versions is not available for your printer, either from the CD that shipped with your printer or from the HP website.

   NOTE:

Where is the download button? The HP print driver is built into the Windows operating system or is installed through the Windows Update feature on your computer. You do not need to download anything from a website in order to print, scan, or fax.

See the Frequently asked questions in this document for additional information, including how to scan using this driver.

CLICK HERE FOR MORE STEPS AND INSTRUCTIONS.

(By the end of this article all the issues should be resolved)

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[davidbeard]

Ufortunately, I don't exactly know what installing from root level means.   I went to 123.hp.com/envy7640 per the instructions and then followed the instructions from there.  No I have not considered using Windows drivers, because I didn't see that as an option in any of the instructions.

I don't have a screenshot of the conversation, but the person I was chatting with directed me to https://123hp.screenconnect.com/ if that is any help.

I'll start working through your instructions, but it looks pretty complicated to me.  

[davidbeard]

OK.   It is working now.  I followed your instructions, although some of the teminology and windows did not match your description.   I am not sure why it didn't work previous times, because, presumably, the first time I did it, there was no HP Envy installed.

I only have 2 more computers to do now.  So I am keeping my fingers crossed. 

Thank you. 

[Riddle_Decipher]

@davidbeard

Thank you for replying,

Please take your time and get back to me with the results,

I'll be awaiting your response and would be glad to help.

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[davidbeard]

FYI.   This is the website I accidently ended up on, and a "tech support guy" tried to get me to pay $200.

http://123-hp-envy7640.com/scan-setup/

[Raj1788]

@davidbeard

It looks like you were interacting with Riddle_Decipher, but he is out for the day & I'll be glad to help you out. 
I'm Raj1788 & I'm at your service.

Thank you for getting it to our notice, it is a third-party website.

However, the printer is working fine and feel free to get back to us with any technical queries.

Have a great day!

Cheers;)

[davidbeard]

I now have all three of my computers connected.  It was a struggle, but I got there in the end.   So now, while I only have three computers connected, I see 50 or more options in the list of computers I can scan to.  Is this normal?  At the moment one computer appears 7 times, with 6 options for each appearance (Scan for Fax, OCR etc.) and another appears twice.

[Riddle_Decipher]

@davidbeard

Thank you for replying with this detailed response 😉 

I appreciate your time and efforts,

This seems to be a driver/software issue, please go ahead and reinstall the drivers to fix the issue,

Make sure you upgrade the printer firmware as well: Click here for steps.

If you would like to thank me for my efforts to help you, 

 feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution" button.

Have a great day!