HP 7740 can not be found by Universal Scan Software

[ComputerMaestro]

I just replaced my Officejet Pro 7740 with an identical unit. 

I can get it print, no problem. I can get it to scan, kind of. The scan option from HP Smart works, but I want the full blown scanner software that I have always used (HP universal scan, I think it's called) because it does cool things, like letting scan mulitple pictures at one time. 

The installer for that software says the printer can not be found. So I give it the IP addres and it still says can not be found. If I type in the IP address in a browser, it comes up fine, the home page for the printer. (Whichi s cool, btw.) But the installer insists it's not there. 

As I say it prints, it scans by another route, it sings and dances, but the universal scan software can't find it. 

I've been through everything I can find on the internet. I've uninstalled the drivers, reinstalled, etc. No joy.

Any suggestions?

-- Phil

[Dragon-Fur]

@ComputerMaestro 

Welcome to the HP Community --

HP Universal Scan Software is actually a different animal than the software supported by your printer.

Because HP Universal Scan is that "different animal" (new format, extra features), it is not compatible with all printers -- HP Universal Scan Software is both printer model and Operating System / version dependent.

No worries --

Your system supports the original format "HP Scan" which comes packed as part of the full driver printer software for your printer.

HP Scan includes the "detect content" feature you describes.

9025_HP_Scan_Menu_PDF_More_Destination_13

Perhaps do this first...

If your printer is on the network, use the Embedded Web Server (EWS) to view / update the IPv4 settings.

What?

Verifying / setting the IPv4 settings helps ensure the printer won't sneak away or fall off the network when you try to install the software.

=================================

Printer - Network - IPv4

Ethernet

Open your Browser >

Type / enter the Printer IP address into URL / Address bar

Tab Network > Wired (802.3) > IPv4 Configuration

Wireless

Open your Browser >

Type / enter the Printer IP address into URL / Address bar

Tab Network > Wireless (802.11) > IPv4 Configuration

As Available:

Tab Network > Wireless (802.11) > Advanced

Section Advanced

Network Interface on / off, Network SSID name, Security Settings, Passphrase / Password

Select and connect to the correct SSID / network name for the bandwidth you are using.

Notes

• It is not mandatory that you use a manual / static IP address.  Doing so can improve stability.
• If you assign a manual / static address on the printer, update your router to reflect the assigned IP address.

 EWS_9025_Network_IPv4_Configuration_7

OR

Example – Alternate EWS format (Select newer printers and select Laser Printers)

Open your Browser >

Type / enter the Printer IP address into URL / Address bar

Section Network > Primary Ethernet > Check / Adjust Status and other tabs...

EWS_9135_Network_Primary_Ethernet_Status_IPv4_1

OR

Open your Browser >

Type / enter the Printer IP address into URL / Address bar

Section Network > Wi-Fi > Section IP Config > IPv4

Notes

• It is not mandatory that you use a manual / static IP address.  Doing so can improve stability.
• If needful and if supported, set the Band Frequency to the frequency you want the printer to use.
• If you assign a manual / static address on the printer, update your router to reflect the assigned IP address.

EWS_9135_Network_Wi-Fi_IP_Config_IPv4_4

=====================

Printer Software - Full Driver

Reinstall the full driver printer software

Short Version - (Re)Install Printer Software

If this is a re-installation,

• Uninstall the full driver printer software from Programs and Features or Settings > Apps > Installed Apps
• Restart the computer and sign in

Next,

• Scroll down ↓  to "Install full driver printer software" 

Details / How-to / Examples 

Check / Apply Windows Updates

• Check / Install any pending Windows Updates 
• If not done as part of Windows Updates, Restart your computer 

Next,

Uninstall existing printer software

• Uninstall existing full driver printer software from Programs and Features.
• If your printer software includes a separate "help" in Programs and Features, uninstall that, too.
• Restart the computer and log in.

Install full driver printer software

• If the printer is connected to the computer using a printer USB cable, remove / disconnect the cable before loading the software.

Web Pack Installation - Open Web Page - Full Driver Printer Software

HP OfficeJet Pro 7740 Wide Format All-in-One Print and Scan Driver and Accessories 

• Open the Web Page
• Download, Save, and Install the software.
• If using a USB cable to connect the printer to your computer, connect the cable when instructed to do so (near the end of the software installation process.
• After the software is installed, Restart the computer and log in

Short Version Done here

=========================

               Installed Software

Containers, Shortcuts on the Desktop

            What about HP Scan?

After the installation of the printer software is complete -

The full driver will be listed in Programs and Features AND in Settings > Apps > Installed Apps (Windows 11)  

Settings_Apps_Installed_Apps_Printer_Software_1

Next,

=======================================

HP Containers / Desktop Shortcuts

Next,

• The full driver printer software will have added one or more "container" shortcuts on the Desktop:

• Printer Assistant - named for the printer model

OR

On newer printers and when the new full driver printer software no longer supports the Printer Assistant:

• Scan Assistant - named for itself

AND

• The full driver printer software, once installed, will have added a shortcut icon for HP Scan. 

NOTE > Model Dependent

The shortcut for HP Scan that is part of the full driver might be named for the printer model.

Example - Various Printer related Shortcut icons on the Desktop

Printer_Assistant_Scan_Assistant_Shortcut_Icons_on_Desktop_11

Next,

============================================

Sample - Printer Assistant / Scan Assistant and other shortcuts / icons

Example - Installed Apps / Software - Shortcut icons on the Desktop

Printer Assistant OR Scan Assistant shortcuts (printer model dependent)

HP Scan shortcuts

Location of Apps / full driver (when installed)

Manage Scan to Computer

HP_Printer_Assistant_HP_Scan_Assistant_5

===================================

Message Content References

Technology Tips - Video Gallery from our HP Expert greenturtle

 Technology Tips– YouTube Video Help for Printers

 HP Support Official Channel – HP Support Video Gallery

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References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Ink & Paper, HP Software & Drivers / Firmware Updates, Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

 Select a saved product from HP Account Dashboard

OR

HP OfficeJet Pro 7740 Wide Format All-in-One Printer series  

Thank you for participating in the HP Community --

Real people who own, use, and support HP devices.

Click Yes to say Thank You for the help !

Question / Concern Answered, Click my Post "Accept as Solution"

[ComputerMaestro]

Hi, DragonFur (love that handle). 

Thank you for the amazingly detailed response. I'll work through that and let you know what happens. 

-- Phil

[ComputerMaestro]

Thanks for the suggestions, but no joy yet.  

The full package installation stalls when it can't find the printer. Insists I don't have it awake. 

Opening the printer in a browser confirms that it's IP address is what the printer thinks it is, and manually configuring the IPv4 stuff didn't change any behaviors. 

The "HP Scan" as shown in your first image is precisely the creature I would like to have back. It worked fine with the previous 7740 I had. With this one, its installer simply fails to find the printer, even if I specfically tell it the IP address. 

-- I'll keep fiddling. It has to work, eventually... rigth? 

[Dragon-Fur]

@ComputerMaestro 

it's a bit concerning that you cannot install the software.

There might well be some left over bits of printer software lurking about.

The general "look here and remove" list includes those mentioned in the text and the illustration (below) -- these agree with the sorts of advice found elsewhere for this sort of thing. 

Is the list complete?  I hope so, I've not had to resort to digging through the file system for a while -- I don't remember anything that is not already included.

The order is not as important as the doing.

It might not be necessary to do everything on the list -- Of course, the thing that fixes it will be the last thing you try. 

Read, decide, do.

If you manage to find and remove the piece(s) that are stuck (causing the issue) and restart the computer, that full driver should likely install.

What if?

The bad news, if there is any, is that sometimes you can do everything right and the problem is missed or the broken bits are deep in the Windows File System.

I no longer advocate people edit their Registry -- certainly not without Exporting the Whole to a backup.

That said, if all else fails and you are staring at reloading Windows (which generally works but is universally hated as a solution) -- sure, take a look at the registry. 

Not skilled, not a fan?  Yeah -- stay away from the registry in that case. 

Think you are sure but maybe not?  Back up your important files and data  where you can get to it in case the computer takes a walk about.

Good Luck.

Check_and_Remove_Section_7

Check and Remove Section – Text

Check and Remove Section

Reminders

After all checks > If any changes are made > Restart the computer and log in

Can't stand it?  Do the first one and ignore the others - see how it goes

Check / Remove - Printer Drivers – Lurking in Devices and Printers

Windows 11

Settings > Bluetooth & devices > Printers & scanners > Print server Properties > Tab Drivers

Select each unwanted entry > Remove > OK to exit menu

Settings > Bluetooth & devices > Printers & scanners > Select / Open Printer > Remove

Settings > Bluetooth & devices > Devices

Scroll down > Look for and remove unwanted / non-working printer

Windows 10

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

(Top Ribbon) Click Print Server Properties > Tab Drivers

Select each unwanted entry > Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

Check / Remove – Printer folder/files in C:\ ProgramData

Open File Explorer > Navigate to C:\ProgramData > Open folder Hewlett Packard

Delete any Printer related folders / files

Check / Remove - Printer Software – Lurking in the Device Manager

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Check / Remove - Printer Software – Lurking in the User Account

Clear HP / files in Temp folder

Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (Ignore files that cannot be removed)

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

Manual Queue Reset

Optional – Add this procedure if there are continuing issues…

Windows 10 / Windows 11

Windows Start > Search for “Services”

Optionally Right-Click and Pin to Start / Taskbar > Open Services App

Windows 10

Control Panel > icon view > Administrative Tools > Services

Next,

Scroll down, find, Right-Click, and Stop Print Spooler Service

Open File Explorer (formally Windows Explorer)

Navigate to the folder and Delete any files found in folder C:\Windows\System32\spool\PRINTERS

Start Print Spooler Service

Check and Remove – Windows Fax and Scan – Scan Profiles

Optional – Add this procedure if there are continuing issues…

Check for printer-named Scan Profiles stored in Windows Fax and Scan > If found, Delete the profile(s)

Notes

• If Tab Tools > Scan Settings group is not displayed, there are no scan profiles saved
• Currently saved scan files / jobs, including the Date, File Name, Type, Size, and Source of the original document / photo, are displayed in the center-top section.  Save jobs are not Profiles.

Open Windows Fax and Scan

Bottom left column > Scan

Tab Tools > Scan Settings (opens the Scan Profiles menu)

Left-Click unwanted printer-named Profile > Delete

Confirm Delete action > Yes

Repeat action for each printer-named Profile

Click Close to exit the Scan Profiles menu

End Check and Remove Section

After all checks are completed > Restart the computer and log in

Thank you for participating in the HP Community --

Real people who own, use, and support HP devices.

Click Yes to say Thank You for the help !

Question / Concern Answered, Click my Post "Accept as Solution"