Printer assistant works only one time.

[nordo1]

When I install the software for the printer, the Printer Assistant works until the computer is turned off.  The next time you start the computer, the software (Printer Assistant) asks to either "Connect a new printer" or "Reconfigure Wireless Settings".  The software was downloaded directly from HP so it should be the latest version.  If you choose to reconfigure the connection, the screen asks for information from the printer.  Then it asks to show network settings.  All I get is "Unable to retrieve".  Throughout the process, the printer works without any problems.  It scans from the control panel and sends the file to the computer.  I don't understand why the Printer Assistant doesn't run properly.

[sandytechy20 · Accepted solution]

@nordo1

Welcome to the HP Forums. I would be happy to help you with your HP Officejet 7500 e910 Printer. I understand that your   are getting issues with printer assistant and you have already done some preliminary troubleshooting.

Don't worry though as I have a few steps to determine the issue and find a solution as well.

Reconnect the printer.

Uninstall any HP printer software.

1. If your printer connects to the computer with a USB cable, disconnect the cable from the printer.

2. Search Windows for programs and features, then click Programs and Features in the list of results.

3. In the list of installed programs, click your HP printer name, then click Uninstall or Yes.

4. Follow the on-screen instructions to complete the software removal.

5. Restart the computer.

Reinstall the latest driver from the HP website.

1. Turn on the printer.

2. If your printer is connected to the computer with a USB cable, disconnect the cable from the printer.

3. Go to HP Customer Support - Software and Driver Downloads.

4. If prompted, select a method to identify your printer model, and then follow the on-screen instructions to go to the download page.

5. Click Download next to the full feature driver (recommended), or click Basic Drivers for other driver options.

Click here and refer the document for more assistance.

(Note: Though the title of the document is different, these steps should fix the issue.)

Let me know how it goes.

Cheers.

[nordo1]

Thanks, I think I understand why it wasn't working now.  The original software was installed in 2013 and the subsuquent attempts to load the software just verified that the software was already installed and made no changes.  I needed to completely remove the original software and install a new version using the new printer.  That wiped out the old printer info and corrected the problem.  Thanks for your help, I believe the problem is solved.  Only time will tell if it is.

[sandytechy20]

@nordo1

Thanks for the reply.

I appreciate your time and effort.

Good to know that issue is resolved.

Feel free to contact us in feature is you need any assistance.

Cheers.

[nordo1]

Just for your information, my computer was doing some strange things for a while and it took some time and your help to finally solve the problems.  It started when one of my monitors quit displaying.  I tried everything and finally had to connect that monitor up via HDMI but the two screens were reversed and only one screen came on when the computer was turned on each day.  In order to display both screens, I had to press the Windows Key and the "P" key.  This brought up a dialog box that required me to select "PC Screen Only" and then "Extend" to display both screens. 

Then all 3 of my printers could not be found by the computer.  All 3 are connected via WiFi and the computer refused to find them.  I took the computer to my local repair shop and he found several virus's in spite of my Kaspersky software.  He said that he removed the printers so I would have to reinstal them.  I immediately did so but the computer refused to find my Epson XP-420 printer or my HP 7500 e910 printer.  By this time the 7500 decided that it would no longer feed paper no matter what I tried so I purchased another 7500 e910 off of eBay.  I hooked it up but the computer still refused to find it.  After I reinstalled the software, the computer finally found the printer and it worked.  The next day, the Printer Assistant software would not find the printer but the computer still worked with the printer.  Now things get fixed.  I decided that I would remove all of the Epson software that was tied to the printer and reinstall it.  Suddenly the computer found the printer and it works again!  Then I tried you to fix the Printer Asistant problem by contacting HP Support but they no longer directly support the 7500 e910 printer so I was directed to the Forums section where I found the solution.

Strangely, after I reinstalled the 7500 e910 software my monitors now both come on when the computer is turned on.  I no longer have to play with Windows - P to view both monitors.  I'm letting you know so it can into your information bank of "off the wall" fixes to problems.  Have fun figuring it out.

[Rainbow23]

Hi @nordo1,

It looks like you were interacting with @sandytechy20, but he is out of the office today so I'll take over from here.

I see that the issue with the computer also resolved after reinstalling the printer software.

I am glad to know that the issue has resolved.

Feel free to ask your queries in future in this forum and we will always be there to help you.

You have a good day ahead.