ePrint + JetAdvantage printer driver stopped working

[BradWhit]

About a week ago I started getting a "printer failed to validate" error when trying to print from my Windows 10 laptop to a OfficeJet 4620 printer over the internet, using the HP ePrint + JetAdvantage printer driver software.  Trying to get it set up again, or install on a new laptop, it says I have to register the PC, and SAYS it will email me a code.  But the email from HP never arrives.

What's up?  Is this INTENTIONAL?  Has HP turned off the part of HP Connected that handles the printer driver?  Is email to the printer the only way to remote print now?  

[TEJ1602]

@BradWhit, Welcome to HP Support Community!

Try removing the HP ePrint + JetAdvantage printer driver software. Below are the steps on how to do it:

• Go to the Search tab, type Control panel
• Select Programs and Features
• Select the HP ePrint + JetAdvantage printer driver software,  right click and select Uninstall.

Now go to Control Panel > Devices and Printer  > Select all the printer entries and remove the device.

Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.

Under print server properties, go to drivers - remove any entries there as well.

Restart the PC and then try to download and install the ePrint Software from here.

If you want full-featured software for your printer, you can find it here.

Let me know if this helps.

Cheers 🙂

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

[BradWhit]

That's a nice standard answer, except....

This fails the same way, and started failing, on TWO different computers.

I HAVE installed the software fresh on a newly imaged laptop, and as part of the setup I entered the ID of the printer, the installation said I would receive an email to finish the connection, and I never received an email.  This also fails the same on TWO different computers.  Again, one computer this IS the first installation, so there's no software to remove as you suggested.

Now, given that, why am I not receiving an email to finish the setup?  I HAVE checked the spam folders and there is none there.

[TEJ1602]

@BradWhit 

I would recommend you to login to your HP Connected account, see if you have the correct email address and if the printer is added.

Also check if the web services are active on your printer.

Keep me posted.

[BradWhit]

I did log into my HP Connected account.  It has the correct email address.  It shows the two printers I want to use, and their email addresses.  

They are web-connected.  Forwarding an email to the email address listed on the HP Connected page does print.  From the menu I selected to Print an Information Sheet, and it confirmed that my printer is now web-connected, and lists the email address.

Please answer this question:  Can you confirm that the ePrint + JetAdvantage printer driver is still functional at HP's end?

[TEJ1602]

@BradWhit

Thank you for responding.

However, we seem to have exhausted all the steps we had to fix the issue as off now, hence we would like to research on the same, check with the R&D Team and get back to you with another solution,

I suggest you give us about 72hrs, while we test this situation in our lab,

And get back to you with a working solution.

If you would like to thank us for our efforts to help you, feel free to give us a virtual high-five by clicking the ‘Thumbs Up’ icon below.

[flystu]

I am having the EXACT same problem as stated above.  Why is this service no longer working?

How do we fix it?

[TEJ1602]

@flystu

We have escalated this issue to our R&D team. 

We will get back to you with a working solution soon.

Cheers 🙂

If you would like to thank us for our efforts to help you, feel free to give us a virtual high-five by clicking the ‘Thumbs Up’ icon below.

[flystu]

Thanks, any update?

[TEJ1602]

@flystu

I have not received any update yet. I would recommend you to try our other support options.

Follow the steps below to reach out to our HP Support team:

1) Click on this link - https://support.hp.com/us-en/contact-hp
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the appropriate option based on your preference. 
6) Fill the web-form and proceed further. 

Thank you. 

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