HP Printer Assistant on PC (Win10)

[BillSum]

Printer working properly, enrolled in Instant Ink.

When click on HP Officejet Pro 8710 icon on desktop, the Assistant windows opens properly. Most sub menus work such as Print, Scan, Fax, etc.  But when click on Customize Your Printer, the message pops up, "HP Officejet Pro 8710 PCL-3 Printer Driver Not Installed. Do you want to install it?"  If I click on X to close window, it looks like the customize screen pops up with various items to change, etc.  My question - since everything appears normal, I hestitate to install more Drivers fearing it may screw up something working OK right now.

Second question: When click on "Set Preferences", message appears, "Operation could not be completed."  No reason, no error message. Would this have anything to do with first question regarding Driver?

Appreciate any answers.  Thank you.

[Jeet_singh · Accepted solution]

@BillSum,

Thank you for posting on HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. I see you are having issues related to your HP Printer. Don't worry we'll work together to help you find a solution.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes on the printer before the issue started?

Did you try to update the printer?

Have you tried to uninstall and reinstall the printer software?

In the meantime, let's try these steps here: 

If the printer is online and if it's enrolled, then I would suggest here is to update the printer.

In order to update the printer, On the printer control panel - Setup - Printer Maintenance - Update the printer.

Once done, restart the printer and then check.

If the issue persists, let's try do a clean install, to ensure we have the full feature software installed for the printer.

First, unplug the USB cable from the printer if present.

Go to Control panel – Programs and feature – Select all the HP Officejet printer entries and uninstall them.

Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.

Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.

Under print server properties, go to drivers - remove any entry there as well.

Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

Restart your computer.

Now click on this link: https://ftp.hp.com/pub/softlib/software13/printers/OJ871/OJ8710_Full_WebPack_40.12.1161.exe to download and install the printer software.

Connect the USB cable only when prompted and follow the on-screen instructions to complete the setup.

You could also try to update the printer firmware - If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware update for your printer - https://ftp.hp.com/pub/softlib/software13/printers/ojpro8710/OJ8710_R1803A.exe Once done restart the printer.

For more details on how to update the printer, please follow this link: HP Printers - Updating or Upgrading Printer Firmware

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[BillSum]

Thank you, Jeet Singh. Since everything seems normal, except those two items, I think I’ll quit while I’m ahead. I’ll save a Restore, then download the driver the item mentioned and try that. If it makes any difference, I’ll let you know.

[BillSum]

When went to download driver there were two for 8710. One dated 2015, one dated 2017. No idea which would be correct even though the printer purchased about 10 days ago. Any way I can know for sure?

[Jeet_singh]

@BillSum,

Thank you for replying,
Please take your time and get back to me with the results,
 
I'll be awaiting your response and would be glad to help.
 
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
 
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment. 

Regards,

[Jeet_singh]

@BillSum,

Thanks for the update,

In this scenario, I would suggest you click on the link from the previous post as this should help you in downloading the latest printer software.

Here's the previous forums post for your reference - Click here

Keep me posted,

If the information I've provided was helpful,

give us some reinforcement by clicking the solution and kudos buttons,

that'll help us and others see that we've got the answers!

Good Luck.

[BillSum]

I downloaded the driver file with 2017 date. When completed, it asked if wanted to print test page. I said ’yes’, and it failed. I did a System Restore and Now back to the way it was with Instant Ink connected, and printing from programs. Let's call this topic ’Resolved’ as I’m leaving well enough alone. Many thanks, BillSum

[Jeet_singh]

@BillSum,

Thank you for getting back to us,

I see that you have followed the steps suggested and unfortunately this has not helped to resolve your issue.

Don't worry as I have a wonderful document which should help you with your issue. 

Click here for Instructions.

Please take your time and get back to me with the results,

If you need any assistance, please don't hesitate to reach out to us.

Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.

Regards,