Officejet 7612 Printer won't install on windows 10

[maxzmiz]

I am helping a friend get their business up and ready for printing, and we cannot seem to get the HP printer Officejet 7612 software to install. The printer is setup for wireless printing on the network, will print with the Windows supplied drivers (If we point it to the IP of the printer), but it will not allow the software to install when we run through it. I have tried uninstalling all HP software from the computer, tried a reboot then reinstalled the software again with no luck. When it eventually seems to give up/time out, it states that the installation failed but doesn't seem to give an error at all, just a retry button, cancel button or help button. 

I have tried the HP print and scan doctor, with similar results on its attempt to reinstall things afterwards. 

This printer software installed fine on another computer, also on Windows 10, on the same network, so I know it is not the printer alone, or the network. I have a third computer on the network that the software seemed to install on, but it does not give access to all of the correct paper sizes and doesn't seem to see it to scan to either. 

The only other thing I can think of that both of the non installing PCs have in common is they are both Lenovo computers, and the one with no problems is a Dell. 

Any help would be appreciated

[greenturtle]

Hi,

Thanks for using the HP Forums.

Please Uninstall and Reinstall the FULL feature software following these steps:

1. Uninstall the software in your computer

Try this Uninstaller from Microsoft;

https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed...


2. Download and save the FULL feature software (do not install it online)

The following resource will help you :

http://123.hp.com/us/en/

Key in your printer model, Operating System and download & install the FULL feature software.

3. Install the FULL feature “Saved” software

Once you have downloaded and installed the FULL feature software, you will be able to print and scan.

Hope that helps!

[maxzmiz]

On the computer that was not showing the right sizes, I did get that to fix using these instructions.

However, in working with the computer that wouldn't install the printer on the network successfully, I tried what you suggested and got the same result it gave me before, it failed on the install, I asked it to troubleshoot, it downloaded the diagnostic dll and tried again and failed again...the error or message at the end simply said it failed and offered me to retry again, not giving any error number or anything. I then tried a clean reboot on the Windows 10 machine, did the Microsoft install helper you suggested, uninstalled with it, then tried the reinstall again, and again it hung on after selecting wireless printer setup and just said "installing Network Printer" for a very long time, then said "Unsuccessful network installation" and "the printer was unable to be installed over the network" like it always does...

Any other suggestions? I have some information I pulled from a Belarc Advisor profile, if any of that will help, but at this point, I can't imagine what is stopping this from working. When windows installs the printer itself

[greenturtle]

Hi,

Can you check the Win 10 updates of the Dell and Lenovo? 

Can you update the Dell's Win 10  OS with the latest updates?

After that, try to uninstall and reinstall again.

Hope that works!

[Charles_Yeomans]

The same problem, it used to work, but sometimes took a bit of time.
Weirdly enough if I use the HP full softward to do scans then it is no problem.
It is reading the data from the printer okay, showing info and catridge status etc.
Just will not print
I have surface book with all the latest updates.
This problem happened after May this year, I think a driver was updated then.

[Rainbow23 · Accepted solution]

Hi @Charles_Yeomans,

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 install the software for your HP OfficeJet 7612 Wide Format e-All-in-One printer.

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 how this works.

You have a good day ahead.

[Charles_Yeomans]

I am not sure quite how I found it, but it ended up saying that an installation called:

HP Installation Failure - Unknown Device.hta

would be put on my desktop.

I ran this and it steps you through a process, which includes deleting all the HP components through Windows System, and then disabling start up programs and shutting down the firewall, then resinstalling and then resetting the startup programs.

Now working fine.

Cheers

[Rainbow23]

Hi @Charles_Yeomans,

I am happy to know that the issue has resolved.

I also appreciate your time and patience.

Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

You have a good day ahead.

[ianchamberlain]

thankyou for this suggestion

"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."

But why doesnt HP have this step in it official "HP Installation Failure - Unknown Device.hta" app that takes you step by step through the trouble shootinig process or better still the driver its self . Ive spent days tryinig to get this driver installed.

Lets hope the reinstalled driver solves the problem of the printer going "offline" when it feels like it. Its about time HP came up with an improved driver for this printer, there are numerous posts about issues with this driver, and specifically around the printer going offline even though the scanner works and the the printer app clearly show the printer as healthy and "online"

[ianchamberlain]

thankyou for this suggestion

"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."

But why doesnt HP have this step in it official "HP Installation Failure - Unknown Device.hta" app that takes you step by step through the trouble shootinig process or better still the driver its self . Ive spent days tryinig to get this driver installed.

Lets hope the reinstalled driver solves the problem of the printer going "offline" when it feels like it. Its about time HP came up with an improved driver for this printer, there are numerous posts about issues with this driver, and specifically around the printer going offline even though the scanner works and the the printer app clearly show the printer as healthy and "online"