HP 9018e Connects but cannot be added - driver not available

[bikefan]

We have a new HP 9018e All In One. We have installed it, and it works fine with my Windows 10 HP Computer, a Macbook Pro, two iPhones and two iPads. However, I cannot install it on my wife's Lenovo T480 running Windows 10 (64bit).

I have tried installing it using the HP Smart App. It is not able to do this automatically, and exits to the Windows manual installation feature. When I try to add the printer manually, it adds the printer, but says "Driver is not available" so I cannot use it.

I have also tried installing the printer using the Full Featured Software. When I execute this program, it runs to completion successfully and says the printer is connected. However, I cannot use the printer, and when I connect it manually via Windows, I get the "Driver not available" message.

Finally, I had a chat and telephone conversation with an HP representative and one of her techs who took control of the Lenovo and did a number of tests and reconfigurations to see if they could get the printer to work. At the end of this(approximately one hour later), their guidance was -"take it to a store and have them reload the operating system." I am not willing to do this and will likely return the printer first.

Any insights or suggestions would be most appreciated. Thanks!

[Dragon-Fur]

@bikefan 

Welcome to the HP User Community.

OK.

The assumption:

• Something was missed or not configured correctly by the technician.
• Windows is not missing any libraries, files, or links, is not corrupted, is fully updated, and should support the printer software.
• The user's account on the computer is not corrupted, hiding old printer files, and should accept the Printer Control update.
• The printer is fine - works - connects to the rest of the devices where it is used.

It is nearly impossible to know what the technician changed / checked / updated without a list of "This was done."

Normal - Many techs work very quickly or might not provide a checklist of what was completed.

Following are some ideas - any of which might be useful or might be a complete waste of time...

• The most obvious place to start:  Restart everything, including the router that controls the network.  Related:  For the duration of the testing, leave unnecessary devices switched OFF (or have at least have these off the network.)  For example, try to leave the TV switched off, game boxes switched OFF...
• The issue might simply be a connection type issue (port assignment).  The solution:  Change the connection type to TCP/IP
• The printer model can perhaps connect to either 5GHz or 2.4GHz - though not at the same time.  The printer does not like to hop between frequencies (or will lose connection).  The printer wants to be connected to a SSID named network on the frequency you expect it to use.
• In addition to the SSID named network, some printers just do better when assigned a static / manual IP address.
• There are some places on the computer where printer software file data can hide after an incomplete / unsuccessful printer software installation.  These can be checked and the data removed / cleared.

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Printer Connection Type

Method - Create TCP IP port (InkJet Printer)

Find printer's IP /  IPv4 address

Print a Configuration Page

OR

Tap on the wireless icon on Printer Control / Display Panel

Control Panel > icon view > Devices and Printers

 Right-Click on the printer > Left-Click Printer Properties

 Select Tab Ports  > Add Port

 Select Standard TCP/IP Port > New Port and follow the wizard.
 Use / Enter IP address for the printer.

Example - How-to “Create TCP Port” Contributed by greenturtle

Video:  Create & Use TCP IP port
“Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port within the Ports tab (in Printer Properties)”

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Dual Band Network

Example - Dual Band Network - Check Points and Considerations

SSID_Dual_Band_Example_10

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Manual / Static IP address

Wireless Printing Center – Static IP Address

AND

Wireless Printing Center > Common Questions > Wireless Connection Issues

Open your favorite browser > type / enter Printer IP address into URL / Address bar

Tab Network > Wired (802.3) > IPv4 Configuration

OR

Open your favorite browser > type / enter Printer IP address into URL / Address bar

Tab Network > Wireless (802.11) > IPv4 Configuration

Model dependent

And

Tab Network > Wireless (802.11) > Advanced

In Advanced

Having named SSID / networks separately for each bandwidth at the router level,

Select and connect to the correct SSID / network name for the bandwidth you are using.

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"All the Bits"

Check and

Uninstall Existing Printer Software (Full Feature Software)

Control Panel > icon view > Programs and Features >

Find / Select > Uninstall the printer software

Restart the computer and log in

If software will not uninstall, appears to be removed and is “still hanging around” after you uninstall / Restart...

Microsoft:  Fix problems that block programs from being installed or removed

OR

Revo Uninstaller (Free version)

then

Restart the computer and log in

Check and Remove Section

Reminder: After all checks > If any changes are made > Restart the computer and log in

Check / Remove - Printer Drivers – Lurking in Devices and Printers

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

(Top Ribbon) Click Print Server Properties > tab Drivers

Select each unwanted entry > Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

Check / Remove – Printer folder/files in C:\ ProgramData

Open File Explorer > Navigate to C:\ProgramData > Open folder Hewlett Packard

Delete any Printer related folders / files

Check / Remove - Printer Software – Lurking in the Device Manager

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Check / Remove  - Printer Software – Lurking in the User Account

Clear HP / files in Temp folder

Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (Ignore files that cannot be removed)

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

Manual Queue Reset

Details…

Control Panel > icon view > Administrative Tools > Services

Scroll down, find, Right-Click, and Stop Print Spooler Service

Open File Explorer (formally Windows Explorer)

Navigate to the folder and Delete the files from folder C:\Windows\System32\spool\PRINTERS

Back in Services …

Start Print Spooler Service

End Check and Remove Section

After all checks are completed > Restart the computer and log in

===============================================================

Next,

Install a fresh copy of the Full Feature Software / Full Driver printer software

Restart the computer and log in

Method - Use the Easy Start Software to Install the Full Feature / Full Driver Software

For printers that support the option,

Use the Easy Start Software wrapper to install and configure the printer software.

• Home Page - HP Easy Start 
• Open Category Software and Drivers 
• Open Topic: Software-Utility 
• Download-and-Save  the current version of the Easy Start Software to install your print software 
• If using USB:  Disconnect the USB cable between the printer and computer before installing the software.

• Right-Click on the downloaded package and "Run as Administrator" to start the installation

• Select to install the “Full Driver” / “Full Feature Software” / "Basic" software
• If using USB:  Connect the cable when instructed to do so (near the end of the installation process).
• After the software is installed, Restart the computer and log in.

Optional Notes >> Easy Start... The Journey

1. Full Administrator Rights are required to complete the HP Software installation.
2. About 2/3 of the way through the setup, you will be given the opportunity to select the software - select the "Full Driver" set (as opposed to the Smart application).  If necessary, select the "Basic" Software.
3. Skip / Ignore suggestion(s) that you add anything you do not want / need at the moment.  For example, you do not (at the time of installation) need an HP Account and you do not need or want to sign up for Instant Ink just because you are loading the printer software.
4. Full driver provides access to the printer features on which other applications / software might depend.

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

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

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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References / Resources

 User Guide

Product Specifications for the HP OfficeJet Pro 9018e All-in-One Printer (1G5L5A) 

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

 “Things that are your printer”

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), more

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

HP OfficeJet Pro 9018e All-in-One Printer 

Thank you for participating in the HP Community.

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

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"

[bikefan]

Many thanks for your suggestions - I will apply them over the course of the next week and let you know what happens....

[bikefan]

I went through the steps you suggested. Here is what I did and what happened:

To skip to the end: I still have a "Driver not available" problem.

Before I started your sequence, I ran Scannow and CHKDSK to see if there were any corrupted or damaged files. There were none.

I shut everything down (router, Lenovo Laptop, HP Printer everything else) and recycled the router. Just for grins I tried to remove and re-add the printer. No driver available.

I created a TCP/IP port for the printer. There were a number of other ports for the HP printer, probably from other previous installation attempts. I deleted these.

The printer now has a static IP address of 198.168.1.185.

I uninstalled all of the HP software, then did the check/remove printer drivers getting rid of printers I don't need (e.g., Microsoft Onenote). In the HP folder there were just HPPS DR and PS Dr.

There were no printers, or unknown devices,

I deleted all of the temp files., and stopped, reviewed the print spooler (there was nothing) and restarted it.

After all this, I restarted the machine, and installed HP easy Start with the full software and drivers. It completed successfully and said my printer was connected. When I checked the printer, it said "Driver Not Available."

Any other suggestions?

Thanks for your help! 

[bikefan]

Just a few other notes:

I disabled the firewall while I was running the teats/readjustments.

Just for fun I connected the printer to the Lenovo using a USB cable. Same "Driver Not Available" result.

[roypeck]

Similar problem:  The smart app does some of the features the original driver did, but does not support 200bpi scanning

or double sided scanning, and is much harder to use.  

[Dragon-Fur]

@bikefan 

Assuming you (already) tried the removal software.

Both Microsoft and this one provide "removal" help:

Revo Uninstaller (Free version)

I doubt there is anything else I can suggest that you are willing to do.

What else? 

Assuming for the moment that I did not missing anything,

In spite of the sfc/scannow and chkdsk results, it is possible the source of the issue is (located) in the Operating System / Windows File System.  If that is the case, reloading Windows should at least get you most of the way to a solution.

It is possible the source of the issue is within your account hierarchy - this is less likely but can happen.  It this is the cause of the issue, you can try creating a new account (in Windows) and a new Microsoft account to use to log in to that new account.  Make sure the new account is edited to change it to type "Administrator".

Can't stand it?

One more try here...

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.

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

Next,

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

Next,

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

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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What else?

If you have enabled HP+ on this printer (HP+ is optional),

Contact the HP+ service team to ask about help connecting your printer to this computer.

Printer and  HP+ service

Contact HP+ Support

OR

>>> Open your HP+ Printer Homepage > Exclusive HP+ Help > Click Contact Us link in the Orange box

Note that HP+ assistance is only available for registered HP+ printers.

Reference - Printer Home Page

HP OfficeJet Pro 9018e All-in-One Printer 

Thank you for participating in the HP Community.

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

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"

[bikefan]

Hello Dragon-Fur,

Many thanks for your thoughts. I used the Microsoft software removal tool but will try the one you suggest also(Revo).

What kind of operating system reload would you suggest? Is it one that requires reinstalling all of the software or one that reloads the operating system only? Note that the system is continually backed up on Carbonite so file backups are not an issue.

Also, I really only need to PRINT from the Lenovo - the 9018 is the only  color printer here. Does this simplify matters at all? Any value in removing all of the HP Software and just adding the printer using a Microsoft driver?

I am signed up for HP+ - they were the people I spoke with for an hour on the phone a week ago.

Thanks again for your thoughts and suggestions - back in the day I did lots of programming on mainframes using CICS so I'm kind of familiar with the frustrations!

[Dragon-Fur]

@bikefan 

You are welcome.

Yes, install the Windows Print Drivers - this might even help the rest of the setup.

Should you decide to do so, I would guess the least disruptive method to reload the OS might work.

HP PCs - Resetting Your Computer (Windows 10) 

==================================================================

Windows Print Drivers...

Make sure Windows Updates are current and installed (not Pending / waiting for a system Restart)

• Settings > Windows Update > Check for Updates
• Repeat "check for updates" until no further updates are found / installed.
• If any updates are installed, Restart the computer and log in

=========================================================

Add a Printer – The Printer I want isn’t listed

Complete the procedure to "Add a Printer" 

The process adds the Windows built-in print drivers for the printer.

It is not necessary that you uninstall your Full Feature Software.

First,

Stop Windows from controlling your default printer device

Settings > Devices > Printers & Scanners

IF checked, remove (clear) check from "Let Windows manage my default printer"

Next,

Use Add-a-Printer to add the printer and the Windows print drivers for the device.

Use this guide

 HP Printers - Installing and Using the Windows Built-in Print Driver

OR

Control Panel > icon view > Devices and Printers > Add a Printer (top ribbon)

Click The printer that I want isn’t listed

Click Add a Local or Network Printer with manual settings

Click Next

Choose Printer Port

1. Select Use an existing port 
2. Select first LPT port in list or is using USB, select (if available in list) USB port

Install the Printer

1. Left column:  HP
2. Right column: Scroll, search, select (click) printer series

If Printer is not found in list:

1. Click Windows Updates
2. Wait several minutes for list to update
3. Left column:  HP
4. Right column:  Scroll, search, select printer series

NOTE: 

Look for series and not individual models.  Not sure? slowly scan through the right column list.

For example, Look for "OfficeJet Pro 9010 series"

(Repeat if Necessary) Choose Printer Port

1. Select Use an existing port 
2. Select first LPT port in list or, if using USB, select (if available in list) USB port

Click Yes to “…allow this app to make changes to your device” (UAC)

Optional: Type a printer Name or use the default

Next > Wait for printer software to install …

Next >

Click Share this printer so that others on your network can find and use it

Optional: 

Fill in information for printer location and a comment

Click Set as the default printer

Click to Print a test page > Finish

===================================================================

Thank you for participating in the HP Community.

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

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"

[bikefan]

Hello Dragon-Fur,

I tried the manual setup sequence you suggested below after making sure all Windows and Lenovo updates had been applied. I searched the Microsoft Driver set and found the one for the 9010 Series. When I proceeded to the next step (install with this driver), I got an error message: "Printer driver was not installed - Element not found."

Just for grins I tried to scan a document from the 9018e to the Lenovo - that worked fine! Obviously the Lenovo and 9018 are communicating over the WIFI - I just can't load the printer driver....