After a Windows Update in late October 2022 my HP OfficeJet Pro 8715 stopped working

[noseamalito]

After a cummulative Windows Update (for Windows 10 x64) in late October 2022 my printer stopped working.  I tried troubleshooting like uninstalling it and reinstalling it, but I get an error that "C:\Windows\inf\ntprint.inf" does not exist.  I've tried all sorts of variations of uninstalling, rebooting, connecting via USB, connecting via TCP/IP, using the universal print driver, installing the HP Smart setup tool.  I also tried upgrading to 22H2.

The scanner portion of the printer still works, and the Fax appears to work as well, but I don't have it connected to a phone line.

I do have a ntprint4.inf in that folder, but ntprint.inf is missing.  Is there a driver for my printer that is compatible with the latest Windows update?  Or is there a workaround?

[Dragon-Fur]

@noseamalito 

Welcome to the HP Community Forum.

Were it mine to do, I would ...

Ignore the ntprint*.inf file(s)

Uninstall the existing printer software,

Check and Remove any left over printer software lurking in the various corners of the File System

(Example provided later in this message)

At least temporarily,

Switch OFF Fast Start (I dislike Fast Start -- many people still use it)

Because you say you also tried using HP Smart,

Uninstall the HP Smart application from Settings > Apps > Apps and Features

Restart everything, including the router the controls the network

Install a fresh copy of the Full Driver printer Software.

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Details / How-to / Examples

Read / Use / Ignore according to your situation

Switch off / on Fast Start

Fast Start uses a "saved configuration" to more quickly start your computer.  

This is great until / if "something" is saved that should have been discarded during the boot sequence.

Switching off the option forces the computer to boot from the Windows Operating System and File System on the disk.

Windows 10

Settings   > System > Power and Sleep > Additional Power Settings

Choose what the power buttons do

Click Change settings that are currently unavailable 

Remove Check (clear box) Turn on fast startup (recommended)

Save Changes

Windows 11 or Windows 10

Control Panel > icon view > Power Options

Choose what the power buttons do

Click Change settings that are currently unavailable 

Remove Check (clear box) Turn on fast startup (recommended)

Save Changes

Next,

Close programs (for example, browsers, games, email) and close any open windows

Next,

Windows key + X + A (opens Cmd prompt as Admin)

Next,

When the command window opens, type / paste the following command and hit Enter:

shutdown /s /t 0

• Wait for the computer to shut down completely (a few seconds)
• Boot the computer > Log in > Wait around for a couple of minutes (yes, wait, do not rush) >
• Try shutting down the notebook from Windows key > Power

Optional

Switch ON the fast startup setting.

Dragon-Fur NOTE:

• Business Notebooks > Fast Boot setup may be enabled / disabled in the BIOS

Shut down the workstation > Power on, immediately tap-tap-tap F10 to enter the BIOS >

Advanced > Boot Options >

Check / Uncheck Fast boot > Save and exit

OR

Elevated command prompt - run the following command:

REG ADD "HKLM\SYSTEM\CurrentControlSet\Control\Session Manager\Power" /V HiberbootEnabled /T REG_dWORD /D 0 /F

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Printer Software

 There are two methods to install the printer software.

Easy Start Software is a wrapper that will find and install your printer software – If you want to install the full driver software, you do need to select the "Full Driver" when the option is presented.

The Web Pack Installation Package method uses the full driver installation package for your printer.

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Method - Use the Easy Start Software to Install HP Smart and / or the Full Feature / Full Driver Software

Easy Start Installation Package - Information and Download / Save

• Open  Home Page - HP Easy Start >> Click to open Category Software and Drivers 
• Download and Save the current version of the Easy Start Software installation package  to install your print software

Easy Start can be used to install your printer software or the HP Smart application.

If the HP Smart Application is (already) Uninstalled, Use Easy Start OR Get a new copy of the application from the Microsoft Store

If you want to install the full driver printer software, choose the "Full Software and Drivers" option during the Easy Start installation procedure.

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Method - Use the full Web Pack Installation package to install the Full Feature / Full Driver Software

Find, Download-Save-Install

• Open your printer Home Page > Support Website   
• Open Category Software and Drivers > If the Installation package is not listed on the mail level, check in sub-category Software-Utility
• The title  of the package might include the words “Full Feature”, “Full Solution”, “Print and Scan Driver”, or similar wording.
• After the software is installed, Restart the computer and log in

The Web Pack Installation package for your printer:

HP OfficeJet Pro 8710 All-in-One Print and Scan Driver and Accessories 

Basic Instructions - Install the Full Feature Software / Full Driver printer software

Preparation

• If the printer software is still / already installed, Uninstall the printer software  from Control Panel > icon view > Programs and Features > Restart the computer and log in – Reference Uninstall HP printer software and drivers

Example - Full Feature Software / Full Driver printer software - Installed - Programs and Features

Programs_and_Features_Printer_Desktop_Icons_9

• >>> After the printer software is uninstalled, check that the printer is not still lurking in Devices and Printers.  If the printer is listed, Right-Click on the printer and "Remove" > Restart the computer and sign in.

• Continuing Issues?  "Driver Unavailable" error?

  Example - Check and Remove Section - Complete the steps

• Check_and_Remove_Section_2

Continuing...

• If using VPN, shut it off to install software.  NOTE >> If you don’t know what this is, you are not using a VPN – ignore this part.

• Reminder:  If using USB cable between printer and computer, disconnect the cable before installing software.  Later... Connect the cable when instructed (near the end of the installation procedure).

• Observation:  It is possible (assuming your Wireless Network is stable) that using a Wireless connection to install the printer software might work better than using an Ethernet Connection.   Personal choice - the Wireless connection method is recommended when you face insurmountable issues installing the software.

Installation

• Download and Save the Full Feature Software Web Pack installation package or the Easy Start Software
• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”
• After the software is installed, Restart the computer and log in

If using Easy Start

• Skip any extra software / offers you do not want – Wording varies as does the number of times you have to “skip” or opt-out of various options.
• When asked, opt for "Full Software and Drivers" (exact wording might vary).
• Easy_Start_Full_Driver_2

• If, after the Full Software and Drivers option is selected, the installation terminates (suddenly stops and disappears – never comes back): Open your Downloads folder > Look for and Right-Click on the full Web installation package and “Run as Administrator”

NOTES

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Preparation > Check / enable the printer as the “Default Printer”

Windows 11

Settings > Bluetooth & devices > Printers and scanners

Scroll down > Switch OFF Let Windows manage my default printer

Scroll up > Select (Left-Click) your printer from the list of printers > Set as Default

Windows 10

Settings > Devices > Printers and scanners

UNCHECK (clear box) Let Windows manage my default printer

Select (Left-Click) your printer from the list of printers > Manage > Set as Default

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HP Smart for Windows

HP Smart is an application available in the Microsoft Store

OR

Open the Homepage / Support Website for your printer

Category Software and Drivers > Check/ Get the App

>>> Open and Read >>> HP printer setup (HP Smart app)

NOTES: 

• Read FAQ -  including - What are the requirements to set up a printer using the HP Smart app?

• Disconnect from Virtual Private Network (VPN) connection before downloading.

• Turn on Wi-Fi on your computer or mobile device and connect to your network. If the computer is connected to the network with an Ethernet cable, temporarily disconnect the cable and use the Wi-Fi connection during the setup.

• Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.  Source: How to scan with an HP printer > FAQ > Why can't I connect my wireless printer or scan over the network?

• HP Smart requires that you sign into the application using your HP Account credentials.

• When working through a browser to access HP Smart, be sure you have Cookies enabled.  If cookies are enabled and you are having trouble, clear Cache and Cookies.   And / Or … Try a different browser – assign that browser as the Default. (Note:  Chrome not working?  Use / Assign a different default browser.)

• Where possible, HP Smart benefits (likes) having the Full Feature Software / full driver printer software installed.  For example, full driver provides access to Shortcuts and Printing Preferences.

• “Share” to email – Before using Share, add your sender email address to the Windows Mail application

• Document includes the HP Smart application download links for Windows and Mobile devices, plus an FAQ section to assist with questions / issues.
  •  FAQ examples: 
    • What are the requirements to use the HP Smart app?
    • Which printers are compatible with the HP Smart app?
    • Why do I need to sign in or create an account to use the HP Smart app features?
    • Which languages does the HP Smart app support?
  • Older versions of the HP Smart app no longer support the required login feature.
  • Update the application to the latest version to access / use HP Smart

Help Here:  Unable to download and install the HP Smart printer app

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HP Printer Home Page - References and Resources – Learn about your Printer  - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

Open

HP OfficeJet Pro 8715 All-in-One Printer

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[noseamalito]

I tried these steps multiple times (trying HP Smart and the Full Webpack and uninstalling and restarting between attempts).  It still just gives a generic answer about the driver not being available.

Do you have any other suggestions?  Are there logs I could gather and share?

[Dragon-Fur]

@noseamalito 

Normally, if the error is not buried deep in the Windows File System, the posted fixes would help.

Run Windows Updates to be sure nothing is pending, waiting, needing to be installed

NOTES

In your case, you could try removing the Update that you believe caused the problem.

No idea at all whether that would impact "driver unavailable" . 

You could also try (if you have a viable System Restore Point) taking the system back to a date before this happened.

Would that work?  Unknown.  I stopped using System Restore for the most part -- in my opinion, it is not a long term fix for anything.  Personal viewpoint.

Restart everything, including the router that controls the network

Uninstall the printer software

Restart the computer and log in

Check / Clear the left over software bits ( Check and Remove section )

Restart the computer and log in

Download / Save / Install the full driver printer software

The best I can do is to send this off for Review by our moderator team.

There is no guarantee of a response or a different answer.

Generally, if all else fails, reloading Windows works.

Yes, I know - no one likes this solution.

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[noseamalito]

Unfortunately I don't have a System Restore Point far enough back to be helpful.  I've followed the instructions in this post as well: https://h30434.www3.hp.com/t5/Printer-Setup-Software-Drivers/Windows-10-Driver-is-unavailable/td-p/8...

(adjusting for my printer).  It just doesn't seem to work.

I've also tried https://support.hp.com/in-en/document/ish_2224996-1993298-16

I think rebuilding Windows may be my only option 😞