After HP Officejet Pro 8710 software update, my printer is on line but missing printer driver

[ocdlee]

My HP officeJet Pro 8710 printer/scanner/fax all worked properly before I took HP's suggestion to update its

software.  After I done the update, I can only see the fax and a printer (with missing driver), and no scanner.

At the end of the HP software update, I even saw the installation completed screen.  Followed HP Print and Scan Doctor which asked me to reinstall the software update.  I did that and got the exact same result.

My PC  has a Windows 10 (64 bit) OS which is up to date.

The PC is connected to the router with eithernet connection.

The pC is connected to the printer all-in-one through WiFi.

[greenturtle]

Hi

Thanks for using the HP Forums.

Can you try this:

* *Note that if there are other printers installed, these will need to be reinstalled after this.

Step 1. Uninstall the HP Software from your PC.

Please follow the steps provided to uninstall the printer software in the link: Uninstalling the Printer Software (Windows)
https://support.hp.com/in-en/document/c02259020

Also, please follow the steps provided below to completely remove the printer software from printer properties.
Steps to remove printer driver files from Print Server Properties:

Step 2. Open the Print Server Properties dialog window by doing one of the following:
• Click the Start menu and in the search field type 'printui /s /t2' (without the quotes), and then press Enter or click it in the search list.
• Press WINDOWS-R on the keyboard to bring up the Run window, type in 'printui /s /t2' (without the quotes), and then press Enter or click OK. Remove or delete all HP references.
• From the Start menu or the Start screen:
• Open Devices and Printers.
• Select any printer and then click "Print server properties" at the top of the window.
• Click on the Drivers tab. Delete the HP drivers
•
Step 3. Backup your registry before making any registry changes, the following resource will show you how:
https://support.hp.com/in-en/document/c03485724

Step 4. Update the registry using the Reg file below
Note: this will change some printer related policies for your PC):
https://www.dropbox.com/s/avbv56zdgwv7600/kernel.reg?dl=1

Step 5. Right click the Start menu and select Run.
Type Services.msc and press OK.
Locate and stop the Print Spooler service

Step 6. Browse to c:\Windows\System32\spool\drivers.
Rename W32X86 to W32x86.old
Rename x64 to x64.old
Note: if any of these folders fail to rename reboot your PC and then Continue following the steps starting from Step 4.

Step 7. Restart PC.

Step 8. Finally, reinstall the HP Software.

Hope that helps!

[ocdlee]

Greenturtle,

I followed your instructions, my printer is now working. But before I can thank you and give a kudos. One thing must be cleared up: please provide proof that you are really a HP employee. I am suspecting your instructions triggered a scam email which I received during the time I was following your instructions. The scam email says:

======== ===========================================================

Dear Microsoft User

Your System has been reporting critical errors on Microsoft Windows Security Server as you are using a Microsoft Operating System,These Errors are related to you your Personal and Financial Information being at Risk Including your Computer.

Please Call Customer Care and get your computer checked for issues.

[edit]

Support Hours : 8 AM to 8 PM Eastern Time

MONDAY TO SATURDAY

Please take Immediate action, attached below is updated report of your computer

++++++++++++++++++++++++++++++++++++ +++++++++++++++

(Followed by a screen shot of a long list of errors from an “Administrative Events” window)++++++++++++++++++++++++++++++++++++ +++++++++++++++ 

This is a Server Generated Email and Not Monitored for Response

Contact Microsoft Customer Care

[edit]

==================== ====================================================

I wonder whether this was triggered by your “step 4”, what exactly does it do?

Step 4. Update the registry using the Reg file below
Note: this will change some printer related policies for your PC):
https://www.dropbox.com/s/avbv56zdgwv7600/kernel.reg?dl=1

============== ==========================================================

Now I get a BIGGER problem !!!!!!!!!!!!!!

HP Support Forum Team,

please help:

A. To identify whether Greenturtle is really a HP employee.

B. To let me know what exactly step 4 (see above) do.  Or any of the steps (provided by Greenturtle) might trigger the scam email.

C. To let me know whether the scam email is actually a legit email from Microsoft Customer Care, in which case, I owe Greenturle an apology and a kudos.

D. To provide a solution to the scam email.

Thanks,

ocdlee

[greenturtle · Accepted solution]

Hi @ocdlee

First, rest assured that this is from HP and not a scammer.  We're glad to hear that the issue is resolved.

As for the registry file, it's simply to clean it up so that the install will be successful.  No spyware, no scams.

It's changes the registry to "default state" so that a printer software install will be successful.

As for the Microsoft email, that is definitely a spam mail, check out this post :

https://answers.microsoft.com/en-us/surface/forum/surfpro4-surfperf/suspicious-email-and-phone-call-...

Never click on any links that is not verified, that's where the trouble begins!

Here's an extract from the post (in case you suspect it's another scam):

Microsoft will NEVER call you or email you that you have issues. This is a SCAM. See https://www.microsoft.com/en-us/safety/online-p... - please read this all the way through.   (Greenturtle feedback: this link is a legit Microsoft link sharing about Tech Support Scams)

Sadly, there are nasties out there -- I would block the caller from caller ID and delete the email 

If you opened the "error report", sadly it might have a trojan or malware. Please run a thorough scan with Windows Defender immediately if you opened the attachment. 

Scam emails are send from scammers who have received your email addresses through Database sharing by unscrupulous vendors that "sell" these info.  Database of "lucky draw" participants, participation in Surveys etc etc.

Lastly, if you do suspect anything out of the ordinary, there is a "Report Inappropriate Content" on the left where it will go to the Forum Moderators accordingly.

Hope that helps!

(this is NOT a computer generated post) 

[ocdlee]

Hi Greenturtle,

Thank you very much for your detail instruction in resolving my printer software update problem.

I sincerely apologize that I suspected you as a scammer. It was just that the scam email arrived while I was following your instruction - what a coincidence!

Why does the HP software update not include these steps (in your instruction), or at least guide the user to do them before reinstalling HP software & drivers?

ocdlee

[greenturtle]

Hi @ocdlee

No worries, no offense taken 🙂

Spoiler

Why does the HP software update not include these steps (in your instruction), or at least guide the user to do them before reinstalling HP software & drivers?

It's not a simple task as a software doing this and that.   There's changes on the system that the software may not be able to access to, there's also task that need users to carry out - not everything can be automated.

Even the registry change info, it's not something most people would be comfortable doing.  Our HP Forum Expert 

@ShlomiL  shared his knowledge and created the steps so we all leverage and use it for cutsomers with similar issues.

(kudos to ShlomiL!)

Have a nice day!

[ShlomiL]

Hi @ocdlee,

The registry file change some printer related policies on the computer which got somehow changed due to  Widnows Update and prevent the driver installation.

What the registry file changes is to Disallow installation of printers using kernel-mode drivers which may get enabled during an update and prevent the V4 printer driver installation, as well it enables Point and printer Restrictions which allows the driver installation to complete, those are the only actions done by this regedit file, a such cannot trigger any spam email in any way.

Hope that clarifies your concerns,

Shlomi

[ocdlee]

Thank you Greenturtle and Shlomil.  

I still think that the software update should at least have accompanied with a prior "Read this if software update is unsuccessful" notice - Since this is a known potential issue and have a known solution (kudos to Shlomil).  That would have saved me hours and a lot of frustration trying all different things wondering what I had done wrong.   Multiply those pain by thousands of users ...... HP would have safe guarded its reputation better.