Function address 0x6256a388 caused a protection fault. (exception code Oxe06d7363)

[StuartJs]

Hi Guys am Hoping you can help.

in recent days ive been getting this error and been unable to print anything "Function address 0x6256a388 caused a protection fault. (exception code Oxe06d7363) " and can not access the printer settings without the dialog crashing back to desktop, plus when trying to print a colour photo everything prints in B&W.

but when printing a print quality diagnostic direct from the printer it prints in colour.

i found a similar post on the forum where the fault was fixed but i tried all of the suggested steps to no results. this morning i thought i would try a different approach and do a complete wipe of the laptop in case there were a corrupted file effecting the printer. (same fault occurs on wifes laptop and both running win 10)

after completing the wipe i did a fresh install of the HP products from my printer.... unfortunately the fault is still there any help would be gratefully appreciated.

[Raj1788 · Accepted solution]

@StuartJs

Thanks for joining HP Community!

Where do you see the error message?

Are facing any issue while making a copy?

Is the printer connected via USB or Wireless?

Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor.

1. Download HP Print and Scan Doctor.

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

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

   • If your printer is 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.

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

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

6. Try to print.

If the issue persists, I recommend you delete the driver at the root level and Install the drivers, follow the steps below:

Remove the USB if connected

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 

Then, Click on this link: https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-envy-4520-all-in-one-printer-series/54... to download and install the HP OfficeJet Pro 6970 All-in-One series Full Feature Software and Drivers.

Try to print.

Keep me posted, how it goes!

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!

Have a great day!

Cheers:)

[StuartJs]

hi Raj1788,

i tried your solution am it seems to have worked, after installing the print doctor and running it there was a new driver installed, after this it prompted to download and install a full installer package.... the page timed out so i went to the hp page and found the installer which worked and i managed to run a test print from the software and print a photo in colour.

thanks for this its much appreciated as ive been trying to fix this for about a week now and it wasnt working even after a full reinstall of windows 10 with a clean install of the printer software as well.

ill keep you updated if anything changes but again thankyou.

[Raj1788]

@StuartJs

I'm glad to hear you found the solution you were looking for.

Thanks for taking the time to let the community know about the solution!

Take care and do have a great week ahead!

:)Cheers:)