Can't install printersoftware on desktop

[marijnvdgruiter]

Hi,

I have an HP Officejet Pro 8620 e-All-in-One printer. This printer is wirelessly connected and has good Wi-Fi coverage. If I install the drivers on my desktop, the printer will be found with the IP address, then the software will continue with the installation but I always get an error.

I also installed the software on my laptop and everything works fine here and the installation went smoothly. So you would think that it is on my desktop. Now I have no antivirus software installed and I use the standard security software of windows. Also the firewall of windows is on standard.

Does anyone have any idea how he or she can help me? I have tried many options but nothing works.

[Betty0610]

@marijnvdgruiter

Welcome to the HP Support Community.

Let's run the HP Print and Scan Doctor, which helps in resolving common printing and scanning problems such as missing or corrupt print drivers, connectivity issues etc.

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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

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

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

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!

Thanks!

Have a great day!

[marijnvdgruiter]

Hi,

Thanks for your comment! This does not help .. I have no contact with the printer on both my PC and laptop. The scanning application also says that it can not scan. If I want to get the ink level, it says: 'Two-way communication with this device is not possible'

The printer is connected to the Wi-Fi and the problems only occur on laptops or desktops. I do not have any problems on mobile devices. I have had this problem for some time but I do not know what to do with it. Can you please help me?

[Betty0610]

@marijnvdgruiter

Let's restore the network settings on the Printer:

1. From the printer control panel, touch and slide your finger across the screen, touch Setup, and then touch Network Setup. 2. Touch Restore Network Defaults, and then touch Yes. A message appears stating that the network defaults have been restored. 3. Touch OK. 4. Print the network configuration page and verify that the network settings have been reset.

Once done, please connect the Printer to the Wi-Fi using the Wireless setup wizard:

1. From the printer control panel display, touch and slide your finger across the screen and then touch Setup. 2. Touch Network Setup. 3. Touch Wireless Settings. 4. Touch Wireless Setup Wizard. 5. Follow the display instructions to complete the setup.

Restart the Router, Printer, and Computer in this sequence. Uninstall and then reinstall the software again on the Computer and try installing the software.

Let me know if this helps.

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!

Thanks!

[marijnvdgruiter]

Hi,

I also tried this, on my laptop the software does not find the printer. Everything works again on my desktop. I do not understand, how can it work on some devices and not on others?

[Betty0610]

@marijnvdgruiter

Please try using the Windows built-in drivers:

https://support.hp.com/in-en/document/c01796879

Let me know if this helps.

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!

[marijnvdgruiter]

This seems to work only then I no longer have the software of HP with many functions such as scanning to PC. It just has to be able to work?

[marijnvdgruiter]

I have also tried this: https://h30434.www3.hp.com/t5/Printer-Software-and-Drivers/kernel-mode-print-driver-can-not-be-insta...

But that has not worked. However, the software now sees the printer when it is searched, first this helemala was not found.

[marijnvdgruiter]

why does nobody (anymore) respond to this topic?

[Betty0610]

@marijnvdgruiter

To scan, you can use the HP Smart App:

https://support.hp.com/in-en/document/c04675142

Let me know if this helps.

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!