HP 9720e Printer stops printing when MS Surface Pro 9 updated to Windows 11 24H2

[RayACT]

My Surface Pro 11 was running Windows 11 23H2 and the printer installed and printed fine.  This is a 64bit ARM PC.   Today I received and installed the Windows 11 24H2 update and installed that without incident.  That is until I tried to print. I can see the print job go to the print spooler then it is deleted, and the printer does nothing. This seems like a printer driver issue but I have uninstalled the printer, the print spooler and then restarted to install the latest versions without any success.  I can print to a HP 250 portable printer, so it is something in the HP 9720e that is causing the problem.   

The 9720e printer is only a few weeks old so I guess I will pack it up and send it back to HP.

[BeemerBiker · Accepted solution]

Try the arm 64 software.

I do not have arm system so cannot test it.

Please let me know if it works.

https://support.hp.com/us-en/help/smartupd

https://support.hp.com/us-en/drivers/supd/model/33835514

Let me know what you find out.

[RayACT]

Thanks for your help.

Last night I re-imaged my Surface Pro 9 (SG3 ARM processor) from scratch. On that pc, I used the second of the two links you provided to download the Smart Universal Driver for Windows V4 (ARM64bit) dated Oct 16, 2024. After unpacking the file, I executed the installer in the install folder and selected the 9720e printer which I had connected and online.  Installation went smoothly and I was able to print from the 'print test page' option at the end of the install.  Then I was able to print from Outlook, and a pdf file from the desktop thru the Edge browser.

Next, I will try to update the 9720e printer install on a Surface Pro 11 (running an Arm processor) which already has an unsuccessful instal of the default printer drivers from Microsoft.  I guess I will have to uninstall the printer first then follow the procedure above.

Thanks again for your help. Very much appreciated.

Ray Roche

Canberra Australia

[RayACT]

Further to my previous reply, I tried that driver installation procedure on my Surface Pro 11 (Snapdragon(R) X 12-core X1E80100 processor) and that was not successful.  This is the current Copilot version of the Surface Pro and it was delivered with Windows 11 24H2. At the end of the driver installation process, I clicked on the print test page, and the printer woke up from sleep but did not print anything.  From the printer entry in the printers and scanners list in setup, I can see the printer status change from 'idle' to ' 1 document in queue', then back to 'idle'.

Any other ideas to get the Surface Pro 11 working with the 9720e printer?  I hope I don't have to re-image this computer to get the 9720e printer to work.

Ray

[BeemerBiker]

Are you using printui to remove the driver?  

Run the following app from the command line

printui /s

Install the new driver and then search for the printer

I cannot help you with snapdragon.

I had a Surface Pro 4 that the battery swelled up and pushed the screen out about 5mm out on one side and ran hot. It was 1 year out of warranty.  I told Microsoft that I did a lot of air travel (LOL!)  and was worried the laptop was going to catch on fire.  They replaced the battery  at no cost.   It lasted another 2 years and the same problem but the screen broke.  I hope your sp9 and sp11 have a better battery design.  I really liked my SP4 while it worked

[RayACT]

Hi again.  Yes, I was using this screen to remove the drivers, but I got to it another way.  Seems like I will need to escalate this problem thru the HP customer support.  If absolutely necessary, I will wipe and reload the device and start again although I really should not have to do that just to keep a printer working.  I have spent too many hours on this when I should be working.    Ironically the little HP 250 portable printer just works on everything.

I have had Surface devices since the first RT model.  My granddaughter had a Pro 4 which was replaced outside warranty because of a screen flicker problem.  She has just replaced that with a Pro 7 which she is using in first year uni.  I have a Go 3 for home and recreational use, a Pro 8 (Intel i5), a Pro 9 (SP3) and a Pro 11 and I use them all for work apart from the Go 3 at home.

I much appreciate your help.

Ray

Canberra Australia