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kenmoore
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not printing after w10 update

officejet 6830 all-in-one
Microsoft Windows 10 (32-bit)

my printer will not connect to the wi-fi after the latest w10 update but it has been fine for years

I have spent the best part of a day following everything on the website and community posts and downloading various fixes and drivers and diagnostic tools but nothing has changed

I tried getting in touch with an HP advisor but kept getting thrown back to the same routes I've tried several times already

has anyone any idea what to do from here on?

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HP Support Agent
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Message 2 of 6
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not printing after w10 update

@kenmoore,

 

Welcome to the HP Support Community!

 

I reviewed your post and I understand that you are unable to print after a latest Windows update.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

What is the wireless light status on the printer? (Blinking or Steady)

Are you able to make a copy?

 

Meanwhile, the HP Print and Scan Doctor might get this sorted out

 

Please download and run the HP Print and Scan Doctor from this Link: https://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe

 

Run PSDR v5.0.2 

Once the PSDR detects the Printer, it will show up the IP address and Software Status. 

Select the correct Printer and click on Next. 

PSDR will check if the Printer is on the Network and communication between the PC and the Printer. Once the connection check is done, click on Fix Printing 

Once PSDR goes through all checks and automatic fixes, click on Print a test page. 

Regardless if PSDR printed the test page or not, click on “NO PRINT” 

PSDR will then notify you that there is an update available, click on continue, and PSDR will apply the patch and ask for a reboot. 

Post restart the PSDR will run automatically to check for more issue.  If no issue found close PSDR. 

 

Also, try using the HP Smart App and let me know if that helps. Link: https://www.microsoft.com/en-us/p/hp-smart/9wzdncrfhwlh

 

You can refer to this link: https://support.hp.com/in-en/document/c03561640 for more information on HP Smart App

 

Let me know how it goes and you have a great day!

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

 

The_Fossette
I am an HP Employee

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kenmoore
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not printing after w10 update

Hi The Fossette

thanks for your reply.

As I wrote in my post, I've already tried the solutions you describe and they do not work.

I have downloaded and run PSDR but as the printer cannot establish a connection that solution does nothing.

I have had the HP Smart App for years and that is no use either.

 

The blue wireless connection light is blinking - I don't understand what you mean about making a copy.

 

The latest message I have is that my router's MAC is filtering the connection and needs turning off but I have no idea how to do that so I have arranged for the phone company to send an engineer to take a look.

Everything worked perfectly for years before this latest W10 update so I can only presume it's the update that has messed everything up.

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HP Support Agent
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not printing after w10 update

@kenmoore,

 

If the wireless light is blinking on the printer it means that it is not connected to your router.

 

Is your router configured for 2.4 GHz or 5 GHz frequency?

 

Meanwhile, I recommend you restore network defaults on the printer and then try connecting it again to your router?

 

Here is how it is done.

 

To restore the printer to the original factory settings

1. From the printer control panel display, touch Setup.

2. Touch Printer Maintenance.

3. Touch Restore.

4. Touch Restore Settings.

5. Select which function you would like to restore to the original factory settings: 

● Network

 Touch Restore.

6. A message appears stating that the settings will be restored. Touch Yes

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

 

The_Fossette
I am an HP Employee

kenmoore
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not printing after w10 update

Thanks, that's re-established the wi-fi connection but, unfortunately, it still isn't printing: the Smart app and the printer itself both show wi-fi connection and that the set-up is ready to go but it still will not print even though I have switched it on and off to make sure everything is reset properly

If I feed in paper the scan and copy work but, for some reason, not the print.

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kenmoore
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not printing after w10 update

Since writing the last response I have downloaded Print Doctor again and as the printer is now connected PD fixed the rest of the fault so my printer is working again so, thanks for your help

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