Photosmart D5360 Not Printing

[Helen-C]

Problem:  This happened after I tried to reinstall the printer after not using it for several months.  The printer behaves like it is going to print, it says it is printing, but nothing happens.  It will print a test page, but not a diagnostic page.  It will not print a pdf or anything from MS Word, or Wordpad. 

My computer is a Dell Studio 1536 laptop with Vista Home Premium.  All upgrades to Vista and the printer have been installed.

I have uninstalled and reinstalled the printer 7 times, so I am sure I am doing it correctly and not connecting the USB too soon.  I tried it with another USB from another printer.  So I don’t think the cable is defective.

There is no flashing warning message on the front of the printer.  No cartridge obstruction, no paper jam.

I have run the diagnostic utility, it detects no problem.

It is selected as the default printer, USB001 virtual printer port for USB. 

When I try to print a test page from the Properties dialogue box, it doesn’t work.

Note:  I doubt if this is relevant, but I should mention, the black ink is empty, although the cartridge is still in.   I didn’t want to buy another cartridge until I find out if the printer can be fixed.   

Helen

[kawaii_aoi]

Hi Helen-C,

You have done quite a few things on your printer. I just have to confirm a few things:

• Is it the print diagnostic utility that you've used? If it is then everything passed, you should be able to print from the computer
• The test page that was printed, was that from the printer or from the computer?
• Did you use the CD to reinstall the sw? If not, try downloading this drivers - Win Vista 32 Bit or Win Vista 64 Bit
• When you're using the USB cable during install, is your computer recognizing it as "New Found Hardware"? Have you tried installing on another computer?

Low on ink may affect your printing, but if you can do a standalone print (e.g. test page) then most likely it's the connection causing the print problem.

There are still some things you can do, you can check this article - Can't Print? Print Jobs are Stuck in the Print Queue

Let me know what happened. Hope this works for you!

[Helen-C]

Yes the diagnostic utility 4.1 says it is okay, but will not print a test page from the diagnostic utility.  However if I go through the HP Solution Center to the Toolbox, it will print a test page from there which comes out beautifully.  What does that indicate?  Yes it has been installed most recently with that software suite and driver that you gave the link for.  The correct port is selected.  The print queue has been cleared dozens of times. The computer does recognize New Found Hardware.  The ink levels are not low anymore since I got the new cartridge.    I just stopped and started the print spooler service.  It did not print after restarting, but this might be a clue.  When I click “find printer” a box pops up that says “Find in the directory:  The active directory domain services is currently unavailable.” Is that related to the printing problem?

[kawaii_aoi]

Hi again!

I've done a little bit of research on the error and it's more like admin rights on the computer. Check this article from Microsoft.

Hope this works!

[Helen-C]

Okay.  I posted in the Windows forum at the link provided.   I will post results to both forums, probably this afternoon sometime.  http://answers.microsoft.com/en-us/windows/forum/windows_vista-networking/clicking-find-printer-show...

[Helen-C]

I uninstalled the printer from the HP menu, restarted, ran a registry cleaner.  I turned off Malware bytes and MS Security Essentials, and also the internet connection.  I ran the set-up program as administrator (the complete package which had been downloaded from HP).  It appeared to go well, "device driver installed successfully, ready to use, etc..."  I left the security off and attempted to print.  Nothing.  

This question is also running on http://answers.microsoft.com/en-us/windows/forum/windows_vista-networking/clicking-find-printer-show...

[lanz]

Hi..

 try this one....

Uninstall any remaining Hp printer program from your system..

1. Click windows logo or start button- on the search box or run - type in %temp%, press enter

2. look for the 7z folder on the TEmp folders.

3. Open &z folder and look for util- open util look for ccc folder- open ccc folder loofk for uninstall3.

4. Procedd to Uninstall level 3- restart the computer -go back to %temP% trhen delete tye 1st 7z folder-- to the same process for the remaining 7z folders- open util-ccc-uninstallL3- restart Pc and delete te 7z folder

5. Once your'e done- go to add or remove programs or programs and features to uninstall remaining Hp printer software.. then restart you pc again..

Follow these steps before re-installing the printer:

1. Click Start , and then click Run . The Run dialog box opens.
2. In the Run dialog box, type msconfig , and then press Enter .
   If the User Account Control window opens with the message 'Windows needs your permission to continue ,' click Continue to close the window.
3. In the System Configuration window, click the Startup tab, and then click Disable All .
4. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All .
5. Click Apply , and then click OK .
6. When prompted to restart the computer, click Restart later .

 Restart the network devices

Follow these steps to restart all the devices on the network.

These steps include turning off the computer. Consider bookmarking this page for ease of reference.

1. Press the Power button to turn off the product.
2. Click Star,  click Shut Down , and then click Shut Down from the drop-down list.
3. Turn on the wireless access point (router).
4. Press the Power button  to turn on the product.
5. Press the power button on the computer to turn it on.
6. When the computer turns on, a System Configuration Utility message opens on the computer. Select the Do not show this message again check box, and then click OK .

proceed to the installation.......then prove functionality...if successful continue these steps

Re-enable startup programs and services

1. Click Start ( ), and then click Run . The Run dialog box opens.
2. In the Run dialog box, type msconfig , and then press Enter .
   If the User Account Control window opens with the message 'Windows needs your permission to continue ,' click Continue to close the window.
3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
   CAUTION:Do not disable any Microsoft services.
4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
5. Click Apply , and then click OK .
6. When prompted to restart the computer, click Restart .

[Helen-C]

After all that cleaning up and restarting, nothing happened again when I attempted to print.  Word could still not find the printer either.  I got that pop up about the Active Directory Domain Services.  Interestingly, I had another issue with permissions this afternoon.  My kids cannot use Adobe Flash and several other programs in their  regular user  accounts--it acts as if the programs don't exist.  It would be funny if that was related to the printer issue somehow.  I must admit I did not understand the bit about restarting the network devices.  My laptop doesn't shut off with the power button, and what is the "star"?  I will try to go through the process again tomorrow, in case I did something incorrectly.  Thanks for your assistance.  I know this will get fixed eventually.  

[kawaii_aoi]

Hi again!

Sorry to hear that it's still appearing though you have followed some of the steps. It seems that your other programs are also affected by this. I've researched a bit for you and found this articles from Microsoft - How to fix Active Directory Domain Services and Directory Services cannot start. Seems complicated when I've read thru the steps, it would be better if you can contact your computer manufacturer or Microsoft  to further assist you with this.

Hopefully your issue will be fixed!

[esthernan]

My Photosmart D5360 accepts a print instruction and then pauses itself.  Later it said it was printing but it wasn't.  I checked the connections and all is as it should be, but my Mac says it has lost connection with the printer (after it pauses.  Any ideas other than buy a new printer?