Deskjet 2721 - "Driver is unavailable"

[Elaine71]

After using HP Deskjet 2721 all-in-one printer without issue for months, I've been unable to print in the last 3 days due to a "driver is unavailable" message.

The HP website suggests there is a critical firmware update available, which it suggests I install via HP Smart, however HP Smart provides a "driver check issue not fixed" message when running the diagnostic tool.

The "Printer Firmware-Keeps your printer updated with latest fixes" option recognises the printer, but doesn't allow me to select it in set-up, so cannot progress any further than the first screen.

Neither the "Diagnostic Tool-Fixes Installation and driver issues" or "Installation Software and Full/Basic Driver-Dupports print and scan functionality only" options have fixed this.

Please help. I'm out of ideas.

[GOLD_MASTER]

Hi @Elaine71 .

You need to completely delete the printer folder:
Press Windows key + R and type regedit.
In the registers click on File, Export and save it on the desktop, this is in case you delete something important and that way you can recover it.

In the window, go to: HKEY_CURRENT_CONFIG
-System
-CurrentControlSet

-Control
-Print
-Then delete the printer folder.

Delete the Hp printer folder from the following paths:
C:\Program Files or C:\Program Files\HP
C:\Program Files (x86)\HP or C:\Program Files (x86)\HP
C:\ProgramData\HP
Rename folder 3 to 3_old in the path below (a reboot may be necessary):

C:\Windows\System32\spool\drivers\x64.
C:\Windows System32pooldrivers\W32X86.
NOTE: If the folder rejects this action, do the following:

On the keyboard, press the Windows key + R. The Run window will open.
Type net stop spooler, and then press OK.
Rename the folder.
Type net start spooler and then press OK.
Finally reinstall the printer driver and the driver can be downloaded from: https://support.hp.com/mx-es/drivers

[Elaine71]

Hi, thanks for your help, but there are a few instructions that aren't possible.

I cannot rename the "3" folder here - C:\Windows\System32\spool\drivers\x64 - because it says there's a file within it that is currently in use.

I have the same issue for C:\Program Files (x86)\HP.

Thanks,

[GOLD_MASTER]

@Elaine71 .

Please omit it.

[Elaine71]

What do you mean, sorry?

[Elaine71]

Please help. Thank you.

[GOLD_MASTER]

@Elaine71 

Download any of the following drivers:
https://ftp.hp.com/pub/softlib/software13/COL40842/ds-99374-24/upd-pcl6-x64-7.0.1.24923.exe

https://ftp.hp.com/pub/softlib/software13/COL40842/ds-99376-24/upd-ps-x64-7.0.1.24923.exe

After you download it, you can run the file and in the next window please before unzip it, please remove the check that says it will open the .exe file, then if you can click on unzip, it will tell you that the files have been unzipped and you can close the window.

Then go to control panel > devices and printers > select the printer and right click to access the printer properties, then select the advanced tab. Click the new driver or new driver button, the new driver installer will appear, click next, then click browse, and go to the C or local C drive to find the HP Universal Driver folder, open the folder and also the X64 folder, then select the file that says HPBUIO200l.inf and hit open.

This will return you to the new driver installer, hit finish and the new driver will load.

Finally try printing.

[Elaine71]

Hi, I downloaded and installed the driver via the top link you provided, but it still doesn't work.

Before I press 'print', the status was "ready". Afterwards, it's "error".

This printer works absolutely fine from a different laptop, so the issue is not the printer. How can we resolve this? Can somebody remotely connect to my laptop and resolve it for me? I am running out of patience and time.

Perhaps the issue is now that I was halfway through the instructions in your earlier post...?

How do I resolve this with HP? Thank you.

[Mans]

@Elaine71 

Hello,

Thanks @GOLD_MASTER for your help!

Uninstall all software related to your printer (except HP Smart) as follows:

1. Unplug the USB cable at the back of the printer, if necessary.
2. On the keyboard, simultaneously tap the Windows flag and the R key. The Run window opens.
3. Type appwiz.cpl, then OK. The Programs and Features window opens.
4. Click the right mouse button on HP DeskJet 2700 series Basic Software, then Uninstall and Yes.

   Note: If the software uninstall process does not start or an error displays while uninstalling, download Fix problems that block programs from being installed or removed from the Microsoft website, and then try uninstalling again.

5. Repeat step 4 with the following software (The list of software for your printer may be different):
• Study for the improvement of the HP DeskJet 2700 series product.
• HP Dropbox Plugin
• HP EmailSMTP Plugin
• HP DeskJet 2700 series Help
• HP FTP Plugin
• HP Google Drive Plugin
• HP OneDrive Plugin
• HP SharePoint Plugin
6. Follow the instructions on the screen to complete the uninstall of the printer.
7. Restart the computer.

8. Launch the registry editor:

   1. On the keyboard, simultaneously tap the Windows flag and the R key. The Run window opens.
   2. Type regedit, then OK. The registry editor opens.
   3. Develop HKEY_LOCAL_MACHINE, then SOFTWARE, click with the right mouse button on Hewlett-Packard and Delete. (If the PC is HP-branded, develop Hewlett-Packard and remove Digital Imaging)
9. Delete the HP DeskJet 2700 series folder in the way:
   
   • C:\Program Files\HP
   • C:\Program Files (x86)\HP

10. Rename folder 3 in 3_old in the path below (a restart may be required):

    • C:\Windows\System32\spool\drivers\x64.
    • C:\Windows\System32\spool\drivers\W32X86.

    NOTE: If the file refuses this action do as follows:

    1. On the keyboard, tap the Windows and X keys simultaneously.
    2. Click Windows PowerShell (admin) or Command Prompt (admin), and click Yes.
    3. Type net stop spooler, then press Enter key.
    4. Rename the file.
    5. Type net start spooler, then press Enter key.
11. Reinstall the printer with the HP DeskJet 2700 series Printer Full Feature Software and Drivers.
12. Try to print and scan.

I remain at your disposal in case of need.

Best regards,

[Elaine71]

Hi, thanks for trying to help.

I have completed all steps up to and including 7.

The PC is a HP machine. In Step 8 (3), you advise to expand the Hewlett-Packard folder and delete the Digital Imaging folder, but Digital Imaging doesn't exist. I only see;

• CommonInfo
• HP Print Settings > PreCopy > HP Universal Printing PCL 6 and HP Universal Printing PS
• HP Sure Connect > Load Balance
• HP Unidrv > Borderless Forms
• HP_Easy_Start
• San Diego Shared IO > CIO Version
• San Diego Shared IO > Protocols > HPZipm12.exe
• System Properties

There is also a HP folder with these subfolders;

• Bridge > Analytics
• CommonInfo
• HPPrintScanDoctor
• InstalledProducts > {ED11FBB8-E1E7-4F2D-8592-3B319DE86CFF}
• System Properties

Also, looking ahead to Step 9, there is no HP DeskJet 2700 series folder in either C:\Program Files\HP or C:\Program Files (x86)\HP. I'm not sure if that's a problem.

Also, if I try Step 10, I cannot rename the folders as it says the folder/file in it is open in another program.

Thanks.