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Message 1 of 13
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HP Offficejet 8620 will not print with new HP Pavilion

HP Recommended
HP Pavilion Desktop TP01-1042
Microsoft Windows 10 (64-bit)

Hi Everyone,

I purchased a new HP Pavilion Desktop TP01-1042 PC, and installed my HP Officejet Pro 8620 (Model A7F65A) by downloading the full-featured software and drivers from the HP website.  When finished, the message said: "Setup complete.  Printer is connected and ready to print."  But trying to print a document displays the error message: "HP5DEDFB Officejet printer is in an error state."  Scanner works, but printer does not.  I'm using genuine HP ink cartridges that are all full.  

I uninstalled and reinstalled the printer a few times, unplugged the printer, unplugged the router, and restarted the computer.  Network wireless settings on the printer are ON.  Still getting the same print error.  The printer worked fine with the old computer that was replaced.

 

The HP Print and Scan Doctor and a Virtual Agent did not fix the problem. I'd appreciate any help.  What can I do to fix the printer?  Thanks.

 

Kathleen

12 REPLIES 12
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HP Support Agent
HP Support Agent
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Message 2 of 13
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@KB715

 

Welcome to the HP support community.

 

Assign a manual IP address and that should fix the issue.

  1. Load plain white paper into the input tray.
  2. On the printer control panel, touch the Wireless icon , and then touch the Settings icon .
  3. Touch Print Reports, and then touch Network Configuration Page. A Network Configuration Page prints. note:

Setting a Static IP Address

Once you know your printer’s IP address, entering it is pretty easy. Here’s what you do:

HP Printer Static IP Address

  1. Run your Web browser.
  2. In the Web browser’s address bar, type the IP address of your printer and press Enter. Assuming you entered the right address, the HP printer control panel should appear.
  3. Click the Networking tab.
  4. Under Connections, click Wireless.
  5. Under IP Address Configuration, click Manual IP.
  6. Enter the IP address, subnet mask, and default gateway in the appropriate boxes.
  7. Click Apply.

You can refer this HP document for more assistance:- Click here

 

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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Followed the instructions and did everything suggested.  At the end of the last installation step, I get the error message: driver unavailable.

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@KB715

 

Perform root level uninstallation to remove all the printer related software's.

  • In Windows, search for and open Programs and Features.
  • Select your HP printer.
  • Select Uninstall.
  • In Windows, search for and open Devices and Printers.
  • In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
  • Open up the run command with the "Windows Key + R" key combo.
  • Type printui.exe /s and click OK.
  • Click on Drivers tab.
  • Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
  • Select OK.
  • Remove all instances of the same.
  • Select Apply and OK on the Print Server Properties windows.
  • Close Devices and Printers. 
  • Restart the PC again.

Download and install printer full feature driver

Click here to download the driver.

 

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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I followed the instructions to uninstall the printer and remove device.  When I typed in the printui.exe command, there is no "HP print driver."  A friend of mine was over trying to help and may have deleted it already.    The only one listed is "/dd delete printer driver" -- see below.   Should I delete that one?  

KB715_2-1596710276189.png

Tried to install and got the same error again:  "Unsuccessful Network Installation."

Install Error PNG 8-6-20.PNG

What else can I try?  Thank you.

Kathleen

 

 
 

 

 
 

 

 
 

 

 

 

 

 
 
 
 

 

 

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Update.  I tried sending a test doc from my HP laptop, and IT PRINTED!    So my laptop is communicating to the printer, but my desktop is not.  Doesn't that sound like the problem is with the new HP Pavilion TP01-1042 that replaced my old computer?  What can be done to fix it?  Thank you.

 

Kathleen

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@KB715

 

This might require remote access of your computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

  1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
  2. Select the country.
  3. Enter the serial of your device.
  4. Select the country from the drop-down.
  5. Click on "Show Options".
  6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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I signed in, entered the US, entered the serial number, and cannot get to 5. "Show Options" to get to 6. Fill out the web-form for a case number and phone number.  I cannot get beyond the following page.  I understand the warranty has expired, and will pay for a support call to have an HP support tech access remotely.  Please advise how to proceed to fill out the web-form.  Thank you.

Kathleen

Customer Support 8-7-20.JPG

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I signed in, entered the US, entered the serial number (not shown), and cannot get to 5. "Show Options" to get to 6. Fill out the web-form for a case number and phone number. I cannot get beyond the following page. I understand the warranty has expired, and will pay for a support call to have an HP support tech access remotely. Please advise how to proceed to fill out the web-form. Thank you.

Kathleen

Customer Support 8-7-20.JPG

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@KB715

 

I have sent you a private message with HP Support Number

 

Please check your private message icon on the upper right corner of your HP Forums profile.

 

Next to your profile Name, you should see a little blue envelope
 

 

Thank you

KrazyToad
I Am An HP Employee

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