Lost Printer Assistant

[Tony630]

When I click on the printer icon, I used to get the printer assistant where I could select print, scan, copy plus other tools. I no longer get that, instead I get a dialog box to install the printer or add software. Nothing works, it keeps cycling back. I have tried reinstalling the software, as well as using print doctor and HP smart. Nothing works, but the printer itself is fine. Any help would be appreciated.

Tony

[Irfan_06]

Hi @Tony630,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I understand you're experiencing an issue with the icons missing on your printer application.

I apologize for any inconvenience this may have caused, I'm here to help you today.

To understand the issue and help you, please share the details listed below:

- Exact model number/product number(SKU number) of your HP Product (Click herefor information on how to find the model number/product number).

- May I know which application are you using to print?

- When was the last time your printer application was working fine?

- May I know which devices are you using to print eg: Windows PC, Mac, or Smartphone (Android or iPhone)?

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

Take care and have a great day ahead!

Irwin6

HP Support

[Tony630]

Good afternoon Irwin6:

Thank you for responding to my request for assistance. The problem I am having is not with the icon of the printer. When I click on the printers icon, I no longer get the print assist dialog box. Instead, the printer setup and software dialog box appears wanting me to install a new printer. This printer has been installed many years so that is not the issue. I have reinstalled and uninstalled and reinstalled all HP software and drivers multiple times without success. I used to get the printer assistant dialog box which gave me options such as print scan etc. That dialog box no longer appears.

The printer I am using is an HP Envy 7640 all in one printer. The serial number is TH69T4Y0D4063T.
My operating system is Windows 10.
Since this is a generic issue, there is no specific program involved that I print from.

Thank you again for your assistance.

Tony

[Irfan_06]

Hi @Tony630,

Thank you for sharing the above information.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, uninstall the printer software by following the steps from this link and restart the devices.

D) Install the printer software by clicking on the link again and let me know if that resolves the issue.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[Tony630]

Good afternoon.

Thank you for your response. I tried all of your suggestions, but the problem persists. As far as I can tell my only other option is to completely remove the device and reinstall it. That is something I really don't want to do because other computers in the house print to this printer. I guess I will just have to live with this. I do have the HP scan app as a freestanding program on the computer, so at least I can access the scanning routine. I guess for now I am going to leave things as they are.

Again, thank you for your assistance. One other thing, it is interesting that my other computers have no problem bringing up the print assist dialog box. This problem just seems to be with my computer. As I said it's not critical and I think I would just leave things as they are.

Again, thank you so much for your assistance.
Tony

[Irfan_06]

Hi @Tony630,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Thank you for contacting HP community support and If you need any assistance in the future, feel free to reach out to us.

Take care and have a great day ahead!

Irwin6

HP Support