Device Install can't connect to printer - Windows can

[goetzliedtke]

I got a new laptop.  I wanted to print and scan like I could on my old laptop.  Twice I have tried to install the recommended software and drivers.  Twice, the installer found my printer but could not connect.  When I couldn't install the software and drivers, I used another computer which has been working all along.  After the first failure, I had to install using the Windows 10 drivers for the printer - which only print.  When I wanted to scan, again, I tried to install and the installer had the same problem.  I have tried several suggested trouble-shooting programs - they cannot find the printer.  I can ping the printer from the command line on the wireless network - but HP's software cannot find it.  In the mood I'm in, if there was an HP store nearby, it would get the printer returned - through the plate-glass window.

[sandytechy20]

@goetzliedtke

Welcome to HP support community.

Use HP Print and Scan Doctor to check connectivity

Download HP Print and Scan Doctor.

1. Run HPPSdr.exe from the download location on your computer.

2. Once HP Print and Scan Doctor opens, click Start, and then select your printer.

   • If your printer in not in the list, turn it off and on, and then click Retry.

   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.

3. If a screen prompts you to turn on printer updates, click Yes.

4. If a screen prompts you to make your printer the default printer, click Yes.

5. Try to print.

Assign manual IP address and that should fix the issue.

1. From the Home screen, touch (Wireless) and then touch (Settings).

2. Touch Print Reports. and then touch Display Network configuration or Print Wireless Test Report.

Setting a Static IP Address

Once you know your printer’s IP address, entering it is pretty easy. Here’s what you do:

1. Run your Web browser.
2. In the Web browser’s address bar, type the IP address of your printer and press Enter. Assuming you entered the right address, the HP printer control panel should appear.
3. Click the Networking tab.
4. Under Connections, click Wireless.
5. Under IP Address Configuration, click Manual IP.
6. Enter the IP address, subnet mask, and default gateway in the appropriate boxes.
7. Click Apply.

Perform root level uninstallation to remove all the printer related software's.

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Remove all instances of the same.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers. 
• Restart the PC again.

Download and install printer full feature driver

Click here to download the driver.

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[goetzliedtke]

I downloaded HP Print and Scan Doctor (btw, this is the fourth copy of it in my downloads directory).

I ran it according to directions.  HPPSDR found the printer already installed in Windows.  I clicked to connect to the printer.  HPPSDR failed to connect.  I followed the directions and went to the printer, selected the wireless setup and it showed the identical information to what my computer shows.  I clicked on retry and HPPSDR still failed to connect.

I can print to the printer using the drivers supplied by Windows (I used these after one of the HP support apps suggested that I do so).  I cannot scan with the Windows drivers.  I need the HP apps to scan.  The HP apps do not communicate with the printer.  Your solution merely duplicated the problem.

Ray Parks

[goetzliedtke]

I updated my network drivers on my computer as I have been having occasional network problems since the last Windows Update.

I tried to ping the printer but it did not answer, although the wireless modem/gateway showed it connected.

I recycled the power to the printer.

I printed a test page.

I ran HPPSDR and it failed to connect to the printer.

Problem still not solved.  HP support is not supporting, whether community or direct.

[goetzliedtke]

I did an nmap scan of the printer after successfully printing a test page and HPPSDR failing to communicate.  This is what it reported:

Nmap scan report for 10.0.0.108
Host is up (0.0049s latency).
Not shown: 992 closed ports
PORT STATE SERVICE
80/tcp open http
139/tcp open netbios-ssn
443/tcp open https
445/tcp open microsoft-ds
631/tcp open ipp
8080/tcp open http-proxy
9100/tcp open jetdirect
9220/tcp open unknown
MAC Address: 50:65:F3:52:42:5C (Hewlett Packard)

[sandytechy20]

@goetzliedtke

This might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.