printer issue with the new notebook HP Pavilion 15-CK001NL

[Frank89]

Hi guys, I have bought this new notebook HP Pavilion 15-CK001NL , Windows 10  already installed, everything works except for the connection with the printer. I can not print, a generic error message is showed everytime.

The printer is connected in wireless in the LAN and I can print from all the other computers in the same network.

I have installed the most recent drivers of the printer for Windows 10 but it does not seem to work.

I have got another HP notebook with Windows 10 in the same network and with that PC the printer works regularly  with the same printer drivers. I don't know if it could be either a drivers issue or notebook wrong settings.

Do you have any idea? many thanks 

[DavidSMP]

@Frank89,

Thanks for visiting the HP community. A very good day to you! I read the post regarding issues with printing from your notebook on the network. I will be delighted to assist you here.

You’ve done an excellent job of diagnosing the issue from your end. Superb effort and spectacular research were done as well. Kudos to you on that score. I take it as a privilege to share this platform with you. 🙂

To assist you with accurate information I would require more information regarding this:

• Did this happen after a power outage or surge?
• Did this happen after a recent software or Windows update?
• Is it an HP printer?

For now, try these steps only if it is an HP printer:

Uninstall and reinstall the printer drivers at the root level by following these instructions:

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, in control panel and 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.
• 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.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again.

Then download the latest full feature driver from  https://hp.care/2HGReFI  and follow the on-screen instructions to install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

This should fix the issue.

Perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.

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

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

[Frank89]

Hi DavidSMP,

many thanks for your reply, following the aswers to your questions:

-The event didn't occur after power outage or surge.

-The event did not happen after a recent software or Windows update. I purchased this new laptop a few days ago.

-It is not a HP printer.

I'd like to give more information about the issue. I tried to connect the printer to the laptop via USB cable, I installed the most recent drivers and it works fine. The problem occurs only if the printer is connected in WiFi, but only with this new laptop, I have no problem to print from the other PC in the same network with the same drivers for Windows 10 64bit. It looks like that some settings or firewall block the comunication between the laptop and the printer, in fact I can not access to the menu of the printer typing the IP address in the browser. Any idea?

Thank you very much

[DavidSMP · Accepted solution]

@Frank89,

I read your quick response. it is great to have you back and your time and patience are appreciated greatly. I would not know the configuration of your Non-HP printer. and my knowledge of its working would be limited.You've displayed immense patience, sound technical competence coupled with a never say die attitude to try and resolve the issue. Kudos to you for that. 🙂

So you could try these tips

• Also first uninstall the printer drivers completely from your computer by following the steps from my previous post.
• First hard reset the printer,
• Then power cycle the Router.
• Then Restart the Router, printer and the computer
• Later make sure that Windows 10 is updated completely on the computer.
• Temporarily disable all security software and firewalls.
• Update the printer's firmware from the Manufacturer's site
• Now reinstall the printer's full feature software from the original manufacturer's website.
• Then try to assign a manual IP Address on the printer.

Now check if this does the trick for you. If it does not, then contact the Original manufacturer of the printer for support as Hp technicians will not be trained on other Non-HP products. I am being candid about it by keeping your best interest in mind without beating around the bush.

You are a valued HP customer and it has been an absolute honor to share this platform with you and a genuine pleasure to work with you. Now trust me I've done all I can to assist you by keeping your best interest in mind.

if this helps, to simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed year ahead. Stay healthy and smile big:)

Cheers!

[Frank89]

I found out what the problem was, no drivers or firewall issue but laptop settings.

Basically the subnet mask of the laptop was wrong and I had some trouble to change it to the good one.

It was 255.255.255.255 instead of 255.255.255.0. I had trouble to set it in Windows 10 because I'm used with Windows 7 where is very easy. It was a challenge to set it, because sometimes I set 2 IP address with 2 subnet mask on this new laptop, I don't know how ...it's weird, but at the end I made it 😉

[DavidSMP]

@Frank89,

I am glad that the issue is resolved. All's well that ends well goes the old adage. 

I am happy things panned out well.

Take care and have a blessed week ahead. 🙂