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‎09-30-2019 10:37 AM - edited ‎09-30-2019 10:38 AM

HP Recommended
Product: HP Pagewide Pro 477dw
Operating System: Microsoft Windows 10 (64-bit)

I am trying to print from Word or any other Microsoft Office 2019 products. When I select HP Pagewide pro 477dw using the recommended driver PCL 6. Word crashes and then reopens (some of the time) but it always crashes. It does not print off the copy. I tried the printer with a different driver (Universal HP) and it printed but I could not get it to print in color. It also was trying to select a tray that was not the preferred tray. I have uninstalled Office and reinstalled it. I have uninstalled the Printer several times, removing the drivers, and then reinstalling it (sometimes with different drivers and different methods of installing). I am having this issue on multiple computers but only with the Pagewide Pro 477dw printer. It prints off on the MFP toshiba just fine.  Can anyone assist or have any thoughts of what I could try?

1 person had the same question
6 REPLIES 6

‎10-05-2019 07:20 AM

HP Recommended

I had the same problem - I had recently updated Windows - I solved this by uninstalling the update and now it is printing without crashing again

Microsoft have said that their latest update causes printing to fail and they are working on fixing the issue

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‎10-07-2019 05:29 AM

HP Recommended

Thank you Titchydenise for your response. I did look into the updates and since it was a feature update that had recently been installed (1903) I don't think that was the issue. I saw there were some accumulative updates in Windows mainly  KB4517211 that cause the print spooler to crash, but that it not my issue unfortunately. For whatever reason Microsoft Word crashes when you try to print anything but the print spooler stays running. I haven't discarded updates as being the culprit but for right now I would rather a workaround until HP supports the updates or Microsoft comes out with another patch. 

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‎10-07-2019 06:38 AM

HP Recommended

The typical reason for the UPD driver to fail to print in color is a failure to identify the printer as being color. You can easily fix this by going to the printer properties of the driver, go to devices settings, search down the list of installable options and find the option that tells the driver the printer is color and turn it on. This is a newer option that was added to make it easier to install a monochrome driver for a color printer.

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‎10-07-2019 06:46 AM

HP Recommended

HealthGHG Oh no I am sorry to hear that it is not a simple update issue! Yes the update KB4517211 caused my Word and Excel to crash whenever I tried to print, the annoying thing was that the printer would run so I would think it was going to work and then Office would crash.... sorry I can not help you, I hope you find a solution soon!

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‎10-08-2019 06:20 AM

HP Recommended

It is possible that I was doing it wrong but I did try to do that. These are similar to the options I was able to choose from. PrinterColorIssue.jpg

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‎10-08-2019 06:22 AM

HP Recommended

I was able to restore the computer back to when I knew it was working. That worked for now but it is not a permanent fix. Thank you!

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