HP Toolbox Fails to Communicate with Printer

[TimeChanges]

Problems getting Toolbox to work with printer. None of the menu options in Toolbox will retreive a response. When Fax Task is selected the printer will go thru an Initialize sequence.

I can print to printer and I can send faxes to the fax printer. The Fax Printer cannot access the Address Book.

OS is Windows 10.

I have downloaded and installed the most recent drivers.

Thanks

[TimeChanges]

I have been thinking that this problem could be related to permissions. To that end I have tried to run ToolBox as Administrator, added Toolbox to the allowed Apps in Firewall and turned off UAC. None of these steps have effected the outcome.

Additional information:

With ToolBox running and the Known Printers panel set to table I see an X for the state of the printer. This I believe means that ToolBox cannot reach/see the pritner. Am I correct in this assumption?

Any additional ideas?

Thanks

[Chimney_83]

Greetings @TimeChanges, 

Welcome to HP Forums and Thanks for the post. 

I understand that you are unable to use the Toolbox to monitor your printer. Happy to help. 

Kudos to your for trying to troubleshoot the issue on your own.

Is the printer working fine? (are yo able to print/copy/scan/fax)

Recommend you to use HP Printer utility instead of Toolbox to maintain your printer. For other diagnostics tools, click here. 

For resolving the address book issue, recommend you to refer page number 109-110 in your printer manual for assistance. 

You can also update the firmware on the printer and check if it resolves the issue. Click here for assistance.

For better communication with the printer, you can assign a static IP Address to the printer as well. Follow the steps below. 

• Obtain the IP address of the printer (which can found by pressing the “wireless” icon on the printer control panel)
• Enter the IP address on the web browser (Ex: chrome, IE) to enter the printer EWS page.
• Go to the “Network” tab, click on “Wireless (802.11) then click on “Network address (IPV4)
• Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
• Click on the radio button which says “Manual DNS server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Let me know if this helped. 

If the information I've provided was helpful,

Please 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!

Good Luck.

[TimeChanges]

Hi:

Thanks for taking the time to look at this issue.

The printer is connected thru the usb port and not via network addressing.  Although i did try by configuring the printer use network with the exact same result.

I am not so much interested in maintaing the printer as much as communicating with the printer. That is being able to have faxes sent to the PC rather than printing on the printer.

As currently set up (usb connection) I can print to the printer, and i can print to the fax ( I must enter the phone number as the address book is not accessed) printer. I will get a notification that the fax has been sent and when a fax is received I will get a message saying that a fax has been received. I cannot then go to the ToolBox and look at the received log or see the fax or use any other item on the left pane. The printer prints the fax instead of sending it to the computer even though the printer is setup to send received faxes to the PC.

I did try all of the above by connecting the printer on the network (clean install). Results were identical. ToolBox will not display any information from the printer.

Please note: (If it matters)

While in ToolBox selecting Tasks from the Left pane causes the printer to initialize. Selecting and other option elicits no response from the printer. On the PC a spinning time wheel (ie busy) and then nothing. Also on the right pane with the option to display Table the State has an X.

[Chimney_83]

Thanks for the reply, for HP Toolbox not detecting your printer, request you to share a screenshot and the version of HP Toolbox installed on your computer which can be found in programs and features which can be accessed by doing a right-click on the Windows button. 

For adding the addresses to the address book on the printer for faxing. Recommend you to follow the steps mentioned in this HP Article. You have an option to import the contacts from your computer and email. The EWS page on your computer might look a little different from the article.

When you did a reinstall of the printer software, did you complete the fax setup wizard on your computer?

What kind of fax line are you using? (Analog \ cable or ISDN?

Keep me posted. 

Please click ‘Accepted Solution’ on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the ‘Thumbs Up’ Icon below.

[TimeChanges]

Hi:

Thanks for your suggestions.

Just to be clear the printer I am working with is a HP LaserJet Pro M1212nf Multifunction Printer connected to a single computer using the USB port and not a network connection. Software installed was the software listed for Windows 10 64 bit which the site lists as

Type: Driver-Product Installation Software, Version: 5.0,  Operating systems Windows 10 (64-bit), Release date Jul 22, 2016, File name LJM1130_M1210_MFP_Full_Solution.exe (212.7 MB)

Also, from the printer I have created and addresses book which I can access from the printer console and I can send faxes manually using the printer address book. This is not a problem.

When installing (and on several reinstalls) I completed the fax setup wizard on the PC.

The fax line is a separate dedicated direct line (no extra dial x first required) and with no telephone extensions added to the printer. I believe you are calling this an Analog line.

I was going to included here an image with four sections. The screen display when replying seems to not work well so I will post the image as a separate reply. The information on the image is a follows:

First is screen capture from Program & Features with four HP items. I have screen captured the version displayed for each.

Second (Reference 1) is an error message I get when I use WordPad to print a simple file to the Fax Printer. Selecting OK causes the fax software to display and I can enter a phone number and Send Now to send the fax. Fax is successfully sent and a message pops up saying all fax items sent.

Third (Reference 2) Is a message which pops up when the printer receives a fax.  The printer receives and prints the fax.


Fourth (Reference 3) is a screen capture of ToolBox started by my selecting HP ToolBox from the program menu. Note on the right pane the red X under Status. Also, note the X in the left pane next to the printer name.

Finally selecting Fax Tasks from the left pane causes the printer to initialize and I do not think this is normal.

Let me know if I can provide additions information.

[TimeChanges]

Image for previous post:

[Chimney_83]

Thanks for the reply, recommend you to run HP Toolbox and compatibility mode. Do a right-click on the HP Toolbox, click on properties. Once you have properties window open, click on compatibility and change it to Windows 7 or 8 and try. If the issue persists, please install the firmware update on the printer by downloading it from www.hp.com/drivers

If the issue persists, please do a clean uninstall of the printer software using the method mentioned below. Have the printer disconnected during this process, connect the printer only when you reinstall the printer software. 

Uninstall the printer from programs and features from the control panel.

Check in device manager, if the printer is listed there, please delete it.

Go to devices and printers, select any printer listed there and you will get some options on the top. 

Click on print server properties. 

You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there, if any.

Delete all the instances of your printer listed in devices and printers.

Restart the PC.

Update the firmware on the printer using the control panel on the printer. (Will require the printer to be connected to your wireless network.)

Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 

Type %temp% in the run box and click Ok or hit the Enter button.

It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).

If possible, delete the printer from the registries using Regedit or using any other 3rd party application.

Restart the PC again. 

Download the latest full feature driver from www.hp.com/drivers and install it on the computer. 

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!

[TimeChanges]

Hi:

Thanks for the suggestions. I did try them with no change in result.

Running ToolBox in compatibility mode (tried 7, 8, and XP) with no success. Upgraded printer firmware with no change in problem.

Tried again to remove the software, and verified that all printers were gone, verified that all references to HP printer software (folders and files left over from uninstall)  were deleted. Did a clean up to remove all Temp files. Downloaded new copy of HP Software for Windows 10 64 bit  and reinstalled after all the above was done and system restarted before re-installation. Tried with and without firewall. Problem remains a documented in my opening post.

Since this is not yet an in use computer, I also decided to wipe the disk clean and do a re-install of Windows 10. This is a clean install with no other software added, just the default Windows 10 software. Did a fresh installation of the HP software. Same issues. Re-Install Windows 10 and turned off firewall and install fresh copy of HP software.


All results end up back the same problem.


Please note: After any HP software installation, I can print to printer, send faxes (just need to enter phone number when prompted), scan from printer to PC but I cannot use the ToolBox software for anything.


Ran the diagnostic software in between several of the steps and the diagnostic software always says Printer has no problems.

Please note: After any HP software installation, I can print to printer, send faxes (just need to enter phone number when prompted), scan from printer to PC but I cannot use the ToolBox software for anything.

Ran the diagnostic software in between several of the steps and the diagnostic software always says Printer has no problems.

[Chimney_83]

Thanks for the reply and trying the suggested steps. Request you to contact our phone support for further assistance as they can take a remote of your computer and check the settings of you. 

Keep me posted. 

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!