HP Officejet Pro 8620 connection issues

[jbd32]

I recently reinstalled Windows via the "Reset this PC" option in Settings. When I try to install my Officejet Pro 8620, I get an error saying the USB connection failed. I have been able to get Windows to install the printer as "Fax - HP Officejet Pro 8620" but this is annoying, because: 

1. The printer is not configured to send faxes, so the Fax description is incorrect.
2. When I change the name to "HP Officejet Pro 8620" the printer will not accept new jobs and cannot be found by HP software, indicating that files from the previous installation were not completely removed.
3. Before resetting the PC, I had both "HP Officejet Pro 8620" and "Fax - HP Officejet Pro 8620" available, in case I ever configured the printer to send faxes. I would like to have both options available again, but this is not possible unless I can get the HP software installer to recognize the printer.

I have checked C:\Windows\System32\spool\printers to make sure there are no residual files in there, and there are none. I have also tried using HP Print & Scan Doctor, but the program freezes with the progress bar mostly full when trying to establish a connection with the printer.

What else can I try to get the printer to install normally?

Edit: after further experimentation, I have realized that the printer is not just renamed, it is actually installed as a fax machine. Printing capabilities are completely disabled currently.

Edit 2: After completely uninstalling the printer and following the steps outlined in the "Troubleshooting HP Installation Failure - USB" utility, I am able to see the printer as "HPHP Officejet Pro 8620" in Device Manager under "Other devices." When I right click and select "Update drivers," I get an error: "The printer driver is not compatible with a policy enabled on your computer that blocks NT 4.0 drivers." Similarly, if I try to install the printer through Devices and Printers > Add printer, and select HP Officejet Pro 8620, I get an error: "Windows can't install the HP Officejet Pro 8620 kernel-mode print driver. To obtain a driver that is compatible with the version of Windows you are running, contact the manufacturer." I currently have the latest version of the HP basic driver for the Officejet Pro 8620 installed.

A quick Google search suggests that this issue can be circumvented by going into the Microsoft Management Console and disabling this policy: "Disallow installation of printers using kernel-mode drivers." I have done so, and the error does not go away.

[The_Fossette]

@jbd32,

Welcome to the HP Forums!

It is a great way to engage, post questions and find resolutions by working with specialists in the HP community.

I reviewed your post and I understand that you are having issues installing the printer on your computer.

Don’t worry, I assure you I will try my best to get this sorted.

Awesome job on diagnosing the issue correctly and performing smart troubleshooting before posting your question on HP forums. Kudos to you on that score.

I recommend you follow the below steps to fix this issue.

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

13.) Restart the PC

14.) Download and install the printer software from the below link.

http://hp.care/2nikIQ9

15.) Connect the USB cable ONLY when prompted and follow the on-screen instructions.

Let me know how it goes and you have a good day ahead.

If the solution provided helps, please mark this “Accept as Solution” as it will help several others with the same issue to get it resolved without hassles. Your feedback counts!

Take care.

Cheers!

[jbd32 · Accepted solution]

I just wanted to give an update to anyone who finds this thread in the future.

I was never able to fix the problem, even after following these troubleshooting steps. I don't know how it is possible to remove a printer more completely than I already did. Between issues like this where it's impossible to remove the printer completely, even with registry edits, multiple troubleshooters run both from HP and from Windows, regular printer removal and reinstallation, compatibility mode turned on for each previous Windows version during installation, and Microsoft forcing updates, I decided I was done with Windows. I ended up switching from Windows to Linux and am currently running Fedora 27, which handles printing excellently with CUPS.

I did reinstall Windows on a small partition to keep for some programs that just won't run on Linux that I need, and the printer driver installed correctly. So that's the only solution I was able to find: completely wipe the computer and start over.