HP Phototsmart wont print docs off PC and Inet after windows 10 driver update

[Stevereno76]

When my PC updated from windows 7 to windows 10, it lost the connection to scan docs to my PC. It continued to print docs from my PC and the Inet but wouldn't scan PDFS to my download folder.

I downloaded the recommended Driver last night from the HP website and now it scans pdfs to my PC but won't print and docs from my PC or the Inet. I ran the Scan doctor and it gets about 99% to the end doesn't finish the process. I can copy and scan but not print docs from PC or Inet. It simply will not let me connect the Printer.

Any suggestuions?

[sandytechy20]

@Stevereno76

Thanks for taking an interest in the HP Support Forums After reading your post I see that you are unable to print after upgrading to windows 10. I will be a delight to assist you here.

Superb analysis and brilliant diagnosis of the issue before posting. 🙂  Kudos to you on that score.:)

For better clarity and to assist you better I would require more information regarding this:

• Did you download the driver from HP Support site?
• Are you getting any error message while printing?
• How is the printer connected to computer, USB or Wireless?

Meanwhile

Remove the printer drivers and reinstall them

Perform root level uninstalltion to remove all the printer related software's.

Press the Windows key + R on the keyboard to bring up the run menu.

Type %temp% in the run field, and click OK.

Look for, and open the folder starting with 7z (Example: 7zS2356)

Open folder Util

Open folder CCC

Run the uninstall_ L4.bat

When the uninstall has completed restart the computer

Press the Windows key + R on the keyboard to bring up the run menu.

Type %programfiles% in the run field and click OK.

Delete any HP/Hewlett Packard folders

Download the full feature driver from this link:- https://hp.care/2K2ZAV4

Let me know if that works fine.

Cheers.

[Stevereno76]

Thanks for the Reply sandytechy20. To answer your questions below:

• i did download the driver off the HP Website
• I am not getting any error messages
• The Printer is connected to the PC via USB

Also when I print a word doc it will show up in the printer que, remain visable then disappear and the result is no print.

I have also ran the HP Scan Doctor and it gets about 99% thru and stops and I then have to restart my PC or go thru task manager to end it.

When my PC was automatically updated to WIndows 10 by Microsoft, my printer lost it's capability to scan docs to a PDF format to my PC Download directory. Yet, I could still print docs off my PC and the Inet as well as copy.

When I downloaded the recent drivers, I was then able to scan but no longer could print docs off my PC and Inet. I went thru every possible option in the new setup and got nowhere. It tells me my printer is not connected, yet does not give me the option to connect anywhere wher you can do so.

I am hesitant, and not sure where, to "Remove the Printer drivers and reinstall them" by deleting files in my Programs\HP folders because there are still files from 2012 in there. There are recent files and folders with the 2018 date on them.

Are the instructions you left below the uninstall instructions for the printer drivers? Or are those specifically just for the "printer related software"?

In reality, I think I downloaded a wondows 8 driver because when it tells me to connect my printer it lists it as windows 8.1 when it prompts me that my printer is not connected and where to go to connect it.

Thanks, Steve

[sandytechy20 · Accepted solution]

@Stevereno76

Thanks for the reply.

I appreciate your time and effort.

I understand the issue better now.

I will assist you with the more easy steps now to fix the issue.

Uninstall your printer from Programs and Features

1. If your printer connects to the computer with a USB cable, disconnect the cable from the printer.

2. Search Windows for programs and features, and then click Programs and Features in the list of results.

3. In the list of installed programs, click your HP printer name, and then click Uninstall or Yes.

4. If a User Account Control message displays, click Yes.

5. Follow the on-screen instructions to complete the software removal.

Remove the printer from the devices list

1. Make sure the printer is turned on and in a ready state.

2. If your printer connects to the computer with a USB cable, disconnect the cable from the printer.

3. Search Windows for devices, then click Devices and Printers in the list of results.

4. Right-click the icon for your printer , click Remove Device, then follow the on-screen instructions to complete the printer removal.

   If multiple icons exist for your printer, remove them all.

Once it is uninstalled, install the full feature driver.

Download the full feature driver for windows 10 from this link:- https://hp.care/2K2ZAV4

Let me know if that helps.

Cheers.

[Stevereno76]

Thanks Sandy, 

At what point do I plug the Printer cord back into my PC? 

After I download the driver and before I restart the PC?

or 

After I Restart my PC?

I will be attempting to do this later today.

Thanks, Steve

[KrazyToad]

@Stevereno76

It looks like you were interacting with sandytechy20, but he is out for the day & I'll be glad to help you out. I'm KrazyToad & I'm at your service. 

You can put back the cord and power on the Printer before you restart your PC

Please try the recommended steps at your convenience and keep us posted if you need further assistance

Thank you 🙂

[Stevereno76]

OK, the Printer is now printing from my PC and Inet.

At first it didn't after I removed the Printer from the devices list and removed all printer related software then reloaded the suggested driver then restarted my PC.

Also all my personal settings from the Printer were removed.

I then went into Devices again, prrinted a test page and that worked. Then went into Printing preferences and adjusted a setting, which all settings were almost identical to the old settings that were removed. Then I hit apply.

I then was alble to print docs off my PC and Inet.

Thank you for your assistance!

[KrazyToad]

@Stevereno76

I'm glad you were able to get this issue sorted out.

Drop us a Message anytime you need help

Thank you 🙂