HP device toolbox connects to printer, but Word and Adobe say 'unable to conect to printer'

[ILS1]

HP Color LaserJet Pro MFP M277 

WIN 7 64-bit

My HP printer works fine using the wireless connection, but it ‘behaves strangely’ with the USB connection.  (Other printers installed on the PC work fine via USB connection.) And, I’ve changed USB printer cables several times, so that’s not the problem.
I open the HP device toolbox, and it connects to the printer. I can:
–See how much ink in each of 4 reservoirs
–Print out reports: configuration, Diagnostic
BUT, when I open documents in Adobe acrobat or Word doc, I get a message saying ‘unable to connect to the printer.’
Also, I sometimes get messages that the Print Spooler Service needs to be started. And, indeed, when I go into services.msc the print Spooler is off.
Finally, I’ve tried to use the HP installer, but it always crashes, never lets me Repair.

[Raj1788]

@ILS1

Use HP Print and Scan Doctor to check connectivity

Try updating the Adobe and Microsoft.

Make sure you have selected the correct printer to print.

Refer to this document for https://support.hp.com/in-en/document/c01879546 for Cannot Print PDFs from Adobe Reader.

Download a special version of HP Print and Scan Doctor.

1. Download HP Print and Scan Doctor.

2. Run HPPSdr.exe from the download location on your computer.

3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.

   • If your printer is not in the list, turn it off and on and then click Retry.

   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.

4. If a screen prompts you to turn on printer updates, click Yes.

5. If a screen prompts you to make your printer the default printer, click Yes.

6. Try to print.

If the issue persists, I recommend you delete the driver at the root level and Install the drivers, follow the steps below:

Remove the USB if connected

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 

Then, Click on this link: https://support.hp.com/in-en/drivers/selfservice/hp-color-laserjet-pro-mfp-m277-series/7089945 to download and install the HP Color LaserJet Pro MFP M277 series Full Feature Software and Drivers.

Try to print.

Keep me posted, how it goes!

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!

Have a great day!

Cheers:)

[ILS1]

Raj1788, Here are my partial results:

Part 1. I ran the HPPSdr.exe 5.0.4; it found my MFP M277 printer.

All tested OK. I sent test page to the printer, but it didn’t print.

 I then printed an ‘internal test page’ and it printed. Doctor recommended I uninstall then reinstall software.

I clicked ‘Uninstall’ but the computer flashed something like “uninstall crashed”  This has happened to me half dozen times this past week when I tried to uninstall then reinstall the full program. 

I then opened pdf and pptx files and tried to print a page from them.  In both cases, I got a message that says printer not connected. 

Clearly the printer is connected, but it is not recognized by the pdf or pptx programs (nor MS Word docxs).

Part 2.  I have three PCs networked in my house. I now realize that I’m having the SAME printer connection problem with all of them.  BUT, when I print wireless from all three, there’s no problem.  I’m beginning to think that something happened – a windows update or something – that knocked out some connection between the M277 printer and the WIN7 operating system – print spooler, or something.

[ILS1]

Raj,  When I click ‘Uninstall’ from the HPPSdr or from the windows uninstaller window,  I get a quick flash window that says “HP Installer quit working”  Do you have an alternative Uninstaller program?

[Raj1788]

@ILS1

Update the computer and try to install the printer.

Follow the below steps to install the drivers.

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

2.) 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' 

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

4.) Type printui.exe /s and click Ok. (Note: there is a space in between "printui.exe" and "/s") 

5.) Click on the "Drivers" tab 

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

7.) Select Ok

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

9.) Close Devices and Printers 

10.) Click on Windows button + R to open the run window.

11.) Type Program File (x86) hit ok

12.) Right-click and deleted the file and try to install the driver.

Keep me posted, how it goes!

Have a great day!

Cheers:)