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I have a HP Officejet 5740 that I am having trouble

Customer Question
installing. When I go...
I have a HP Officejet 5740 that I am having trouble installing. When I go to Control Panel, the printer shows up there but says "driver unavailable". I have repeatedly downloaded and tried to install the latest software and drivers but the installation fails. I have gone to Device Manager and the printer shows as "unknown device" - I have tried to download & install driver software from that and that has failed. What am I doing wrong? Thanks.
JA: Can you guesstimate how old your OfficeJet is? And just to clarify, what's the exact model?
Customer: The printer is about 6 months to 1 year old and it is an Officejet 5740 all in one printer-scanner-fax
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: I have and HP Envy laptop and am using Windows 10
JA: How long has this been an issue? What happened right before this popped up?
Customer: It has been an issue for several weeks - it was printing just fine and then all of a sudden it won't work. By the way I can print from my iphone
JA: Anything else you want the printer expert to know before I connect you?
Customer: No - I'm just frustrated. Thanks.
Submitted: 1 year ago.Category: Printers
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Answered in 5 minutes by:
10/21/2016
Technician: GeekGal, Electronics Support Tech replied 1 year ago
GeekGal
GeekGal, Electronics Support Tech
Category: Printers
Satisfied Customers: 1,399
Experience: MIS degree and 15+ years experience supporting electronics of all kinds
Verified

Hi there! My name is***** am a computer professional with over 15 years of experience with both Mac and Windows computers, phones, tablets, and printers. It would be my pleasure to assist you with this. Please give me just a moment to review your question and type out a reply.

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Technician: GeekGal, Electronics Support Tech replied 1 year ago

There have been a number of issues like this following the recent Windows Anniversary update for Windows 10.

Let's begin by downloading and running the HP PRINT AND SCAN DOCTOR program. Please cllick th elink below to access it.

http://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe

Please let me know the results.

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Customer reply replied 1 year ago
I have downloaded it and it shows my printer
Technician: GeekGal, Electronics Support Tech replied 1 year ago

Thank you. Please select your printer and click on "Fix Printing". Please let me know what you see in the results screen.

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Customer reply replied 1 year ago
there is no option to "fix printing"
Technician: GeekGal, Electronics Support Tech replied 1 year ago

I apologize. I was quoting from an HP service manual, but after running the tool myself, I see that the only options are next (if your printer is discovered) or retry (if it is not). Please click next.

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Customer reply replied 1 year ago
Okay it has taken me to a page to install software
Technician: GeekGal, Electronics Support Tech replied 1 year ago

Is it asking you to install driver software for the printer? If so, please proceed.

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Customer reply replied 1 year ago
Not driver software specifically - just software I will click install
Technician: GeekGal, Electronics Support Tech replied 1 year ago

Ok. Please keep me posted.

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Customer reply replied 1 year ago
I get the error message that the installation failed. This is the same thing I have been doing many times over with no success.
Technician: GeekGal, Electronics Support Tech replied 1 year ago

I'm really sorry to hear that. I can offer you Secure Remote Assistance where I connect with you remotely and work on the problem while you watch or I can opt out and open the question to other experts. Please let me know your preference.

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Customer reply replied 1 year ago
Sorry - my grandson disconnected us. Will the remote assistance really be secure?
Technician: GeekGal, Electronics Support Tech replied 1 year ago

That's ok. Yes, it absolutely secure. You will be able to see everything that I am doing and you will be able to end the session at any time simply by clicking on the X in the upper right corner of the screen. We will also be able to chat as I work.

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Customer reply replied 1 year ago
Sorry I would like to do the remote assistance but don't want to be out any more money. I will get in touch with HP and see if they can help me. Thanks for your help.
Technician: GeekGal, Electronics Support Tech replied 1 year ago

You're welcome. I completely understand. Would you mind taking a moment to rate my service? You can give your rating by selecting the stars located on the top right of the question page. I'd really appreciate it! Have good evening!

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Technician: GeekGal, Electronics Support Tech replied 1 year ago

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GeekGal
GeekGal
GeekGal, Electronics Support Tech
Category: Printers
Satisfied Customers: 1,399
1,399 Satisfied Customers
Experience: MIS degree and 15+ years experience supporting electronics of all kinds

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