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zsuraski Tutor
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Officejet Pro 8620 won't install on Windows 10 1903

OfficeJet 8620
Microsoft Windows 10 (64-bit)

I posted about my issue in a reply on this thread:

https://h30434.www3.hp.com/t5/Inkjet-Printing/Officejet-Pro-8610-won-t-install-on-Windows-10-1903/m-...

 

However, given that this thread is marked as 'solved' (even though it was only worked-around), I'm bringing this up as a new top level thread.


The summary is that installation of the 8620 drivers fail - repeatedly - to find a printer during setup.  They always fail with failing to find a printer - after 5-10 minutes of searching.

This is a brand new install of Windows 10 1903, 100% clean - never had any form of printer drivers on it beforehand - from HP or any other vendor.  I downloaded the latest drivers for the HP OfficeJet 8620 from the HP website (as of July 2, 2019).  So this is definitely not a case of remnants of a messy installation, outdated drivers or something of the sort.

 

I did manage to finally get it to work at the 4th attempt - and only after I added HP logging directives to the registry (HKEY_CURRENT_USER\Software\HP\NG\Logging).  I added the loggung directives after noticing that the HP installer was repeatedly trying to query this key to no avail.  Interestingly, very shortly after I added these - the installation process continued (after previously failing 3 times in a row).  Whether it was coincidental or not - I'm not sure.

 

In terms of what's in the log - it's pretty much full of those:

20190701222929:0272695401 (000002 ms) [10964] {tid: 0x3688} 2022: (DB) The connection to 192.168.0.114:8080 (00000000030765B0) is not marked for closure
20190701222930:0273696382 (001000 ms) [10964] {tid: 0x3688} 1998: (DB) Current tick count: 20273500
20190701222930:0273697378 (000000 ms) [10964] {tid: 0x3688} 1999: (DB) Current number of connections: 1
20190701222930:0273698190 (000000 ms) [10964] {tid: 0x3688} 2000: (DB) Current number of COM objects: 1
20190701222930:0273699070 (001003 ms) [10964] {tid: 0x3688} 0662: (->) CIONetwork::GetPort
20190701222930:0273699930 (000000 ms) [10964] {tid: 0x3688} (<-) CIONetwork::GetPort (Dur: 862 us)
20190701222930:0273700662 (000000 ms) [10964] {tid: 0x3688} 0654: (->) CIONetwork::GetAddress
20190701222930:0273701370 (000000 ms) [10964] {tid: 0x3688} (<-) CIONetwork::GetAddress (Dur: 711 us)
20190701222930:0273702050 (000002 ms) [10964] {tid: 0x3688} 2022: (DB) The connection to 192.168.0.114:8080 (00000000030765B0) is not marked for closure
20190701222931:0274703072 (001000 ms) [10964] {tid: 0x3688} 1998: (DB) Current tick count: 20274515
20190701222931:0274704308 (000000 ms) [10964] {tid: 0x3688} 1999: (DB) Current number of connections: 1
20190701222931:0274705289 (000000 ms) [10964] {tid: 0x3688} 2000: (DB) Current number of COM objects: 1
20190701222931:0274705954 (001003 ms) [10964] {tid: 0x3688} 0662: (->) CIONetwork::GetPort
20190701222931:0274706662 (000000 ms) [10964] {tid: 0x3688} (<-) CIONetwork::GetPort (Dur: 711 us)
20190701222931:0274707392 (000000 ms) [10964] {tid: 0x3688} 0654: (->) CIONetwork::GetAddress
20190701222931:0274708365 (000000 ms) [10964] {tid: 0x3688} (<-) CIONetwork::GetAddress (Dur: 959 us)

 

This goes on and on and on - and each 'cycle' of these (two cycles pasted, but there are dozens) takes one second (as is evident from the timestamps - 01-Jul-2019, 22:29:30, and then 01-Jul-2019, 22:29:31, etc.  It seems that something in the network code here isn't playing nicely with Windows 10 1903, is failing repeatedly, and then sleeping for ~1sec before trying again.  On my first three attempts apparently it gave up after trying those for about 5 minutes - and on the 4th attempt somehow it succeeded.

 

Scanner installation failed even when the printer drivers installed successfully.

 

Similarly to the poster in the other thread - HP Smart (from the Microsoft Store) appeared to work without a hassle - but I only tested it after the regular drivers successfully installed so I'm not sure whether it's using its own drivers or not.

 

The same issue *appears* to affect "HP Scan Extended" - which I have installed on another PC which I upgraded to 1903.  It still works - but takes AGES to start up (it was never blazing fast, but it was never that slow).  Enabling logging - the same log pattern appear to repeat themselves for HP Scan Extneded as well.


There's clearly some sort of an incompatibility between the native HP drivers and Windows 10 1903. 


So while the original thread is marked as 'solved' - it's not truly solved, it's worked-around by using a completely different software package (HP Smart).  The official drivers from HP are simply not working well with Windows 10 1903 and should be fixed.

 

Thanks!

 

Zeev

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Officejet Pro 8620 won't install on Windows 10 1903

@zsuraski

 

Welcome to the HP Support Community.

 

Let's try to do a root uninstall and reinstall of the software:

 

Unplug any USB cable, if any, before doing this.

 

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

 

Use the Microsoft System File Checker (SFC) utility to repair damaged or corrupt system files.

  1. Close all open programs and apps running in Windows.

  2. Search Windows for command, right-click command prompt from the list of search results, and then select Run as Administrator.

  3. Type sfc /scannow in the command prompt, and then press Enter.

    The Microsoft SFC utility attempts to find and repair any damaged or corrupt files.

    • If a Windows Resource Protection did not find any integrity violations message displays, continue to the next step.

    • If a Windows Resource Protection found corrupt files and successfully repaired them message displays, continue with these steps.

    • If a Windows Resource Protect could not perform the requested operation or was unable to fix the corrupt files message displays, go to Use the System File Check tool to repair missing or corrupted system files (in English) for more information.

For computers with Windows 7 and later, Microsoft has released an automated solution that fixes installation problems.

Go to Fix problems that block programs from being installed or removed (in English) to download and run the tool.

If the error message still displays, continue to the next step.

 

After performing these steps, please run a Windows Update on the Computer.

 

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

 

Let me know if this helps.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

 

Thanks!


I am an HP Employee

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zsuraski Tutor
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Officejet Pro 8620 won't install on Windows 10 1903

Hi Betty,

 

Thanks for your answer!  However, I'm 100.0% confident that reinstalling the software in any way, shape or form - regardless of what level of cleanup we do beforehand - will not solve the issue.  This is an incompatibility of the drivers themselves with Windows 10 1903.

 

Here's why:

1.  This happens on a *brand new install* of Windows 10 1903.  One that never ever had HP drivers, or any other types of drivers for any other kind of printer, and virtually no new apps installed (with the exception of Microsoft Office).  It doesn't get any cleaner than that - and still, it exhibits this problematic behavior.  The drivers are already the newest and freshest ones, downloaded directly from HP's website ~5 days ago.

2.  Remarkably similar symptoms are visible on an entirely separate computer when using "HP Scan Extended" - it takes ages to load, and generates the same logging messages.  This did not happen before the upgrade to 1903.

3.  Another person is reporting the exact same behavior in this thread:  https://h30434.www3.hp.com/t5/Inkjet-Printing/Officejet-Pro-8610-won-t-install-on-Windows-10-1903/m-...

No amount of cleanup helped him/her either.

 

This isn't the standard 'computer messed up with stale settings/drivers/registry entries' scenario.  This is the real deal - there's a new incompatibility introduced by Windows 10 1903, and the only way to fix it would be involving the drivers' development team.  If it's possible for you to attempt the same thing - spin up a VM with the latest Windows 10 (1903), install the latest OfficeJet 8620 drivers, and try to add such a printer - I'm confident you'd see this problematic behavior yourself.  The printer is found instantly during the search process, but actually adding it fails.

 

Thanks,

 

Zeev

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Officejet Pro 8620 won't install on Windows 10 1903

@zsuraski

 

Thanks for trying. I'd suggest you reach out to the HP Support in your region so that they can resolve this issue by taking a remote access. 

Asmita
I am an HP Employee

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zsuraski Tutor
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Officejet Pro 8620 won't install on Windows 10 1903

Asmita,

 

That printer is out of support at this point.  The thing is, this is clearly not an issue with my printer, or my computer (it happens on several different computers, including one that is a *brand new install*), that it seems somewhat redundant to try and remotely connect to my system and try to figure out what's going on. 

 

If you try to recreate the same issue on a Windows 10 1903 install - I'm absolutely confident that you'll see that very same behavior.

 

Is it not possible to escalate this issue to developers?

 

Thanks,

 

Zeev

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Officejet Pro 8620 won't install on Windows 10 1903

@zsuraski

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

 

Cheers.

Sandytechy20
I am an HP Employee

zsuraski Tutor
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Officejet Pro 8620 won't install on Windows 10 1903

Thank you Sandy - that is very much appreciated!

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Parrontof3 Tutor
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Officejet Pro 8620 won't install on Windows 10 1903

Did you ever get an answer to this?  It's now happened to me... on one computer I foolishly uninstalled to reinstall when the scan functionality stopped... Can't get the drivers or the software to reload unless I connect via usb (not ideal).  On another computer, the software/drivers are still installed, but scanning only works if the printer is connected via ethernet or usb, not wireless as it had for years.  On yet another computer, it's all still fine.  Just fine.  Can still scan & print when the printer is connected to the network wirelessly.   All three computers have the same version of Windows 10 on them.  I've verified it.  WTH is going on???

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Message 9 of 27
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Officejet Pro 8620 won't install on Windows 10 1903

@Parrontof3, Welcome to the HP Support Community!

 

Run HP Print and Scan Doctor to diagnose and fix any driver issue

Click here to download the file. Once downloaded, make sure to run the file to start the installation and and click on 'Fix printing'.

 

You may download the HP Full featured drivers for HP Officejet Pro 8620 e-All-in-One Printer from here

 

Also, Update the printer firmware

Click here to download and install the latest firmware from your computer.

Click here to know different methods of updating printer firmware.

 

Alternatively, you may also use HP Smart app to print and Scan from your PC

Click here to download and know more about the HP Smart app.

 

Let me know how this goes.

 

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

KUMAR0307
I am an HP Employee

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zsuraski Tutor
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Officejet Pro 8620 won't install on Windows 10 1903

No, unfortunately I did not.

The local HP support team called me, but after approximately 10 minutes of trying to explain the situation one more time - they effectively told me they're going to do nothing about it, as this printer is no longer under support.  They said I can try to open a paid support ticket, but that there's slim likelihood that this will help too.  What geography do you happen to be at?

 

@Kumar0307 - no disrespect, but he might as well try to dance around his computer, it will have the exact same effect as trying to run the HP Print Doctor or attempting to upgrade the firmware (which hasn't been updated for ages).  

 

There's precisely one way HP can solve it - it can assign it to the driver development team, so that they fix the installation package.  Nothing else would help.

 

If HP no longer stands behinds its Windows 10 drivers for OfficeJet Pro 86xx, it should announce it on the website instead of sending people into a wild goose chase that can simply not succeed.

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation