HP SUPD for Windows 11 ARM64 STILL doesn't work

[Bill_Bailey]

On October 1, 2024, a post by HP on this website advised that the HP Smart Universal Printer Driver (SUPD) for ARM64 PC's did not work with CoPilot+ PC's such as the Microsoft Surface Laptop 7 and the Microsoft Surface Pro 11. The post indicated that a new version of the driver would be released by HP "later this year" to fix this issue. Two weeks later, on October 16, 2024, HP released a new version of the SUPD for ARM64 PC's. I installed this new driver on my Surface Laptop 7 today. The driver STILL DOES NOT WORK with this computer. The Windows Event Manager continues to report an error in the PrintService whenever I attempt to print. 

It isn't clear whether the October 16 driver was INTENDED to correct the problem with CoPilot+ PC's. Nevertheless, I hope HP will continue to work on this issue and will post another driver that actually works... very soon. 

[Raj2111]

Hi @Bill_Bailey 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

Here’s a troubleshooting guide to help you resolve this issue:

1. Verify Compatibility and Update the Driver Again

2. Reinstall the Driver

Uninstall the current driver:

• Go to Settings > Apps > Apps & Features.
• Locate the HP Smart Universal Printer Driver and uninstall it.

Delete any existing printer queue:

• Go to Settings > Devices > Printers & Scanners.
• Select your HP Color LaserJet Pro 3201dw and remove it from the list.

Reboot your PC.

Download and install the latest driver from the HP website or directly from the link you received for the updated SUPD for ARM64 PCs.

• Make sure you download the correct version for ARM64 architecture (Surface Laptop 7).
• Install the driver and follow the on-screen instructions.

Re-add the printer:

• Go back to Printers & Scanners in Windows Settings.
• Click Add a printer and follow the steps to reinstall your printer.

3. Check for Windows Updates

4. Check Windows Event Viewer

1. Press Windows + X and select Event Viewer.
2. In the left pane, go to Windows Logs > System.
3. Look for any error entries related to the PrintService or HP printer driver.
4. Review the error details to see if it points to a specific cause (e.g., missing dependencies or access issues).

5. Use the Generic Microsoft Printer Driver (Temporary Fix)

1. Go to Printers & Scanners in Settings.
2. Click Add a printer.
3. When selecting your printer, choose the Microsoft Generic PostScript Printer or Microsoft Generic PCL Printer instead of the HP driver.
4. Try printing a test page.

6. Check Print Spooler Service

1. Press Windows + R and type services.msc, then press Enter.
2. Scroll down to Print Spooler, right-click on it, and select Restart.
3. If the service is already running, stop and start it again.
4. After restarting, try printing.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

[Bill_Bailey]

Raj, thank you for the thorough set of possible remedies for this issue. Unfortunately, the new driver (October 16, 2024) still does NOT work. I followed all of your instructions to delete the old driver, remove the printer, reboot the PC, reinstall the SUPD and then re-add the printer. The driver still does not work. It throws the following "Application" error in the "Windows Logs" section of Event Viewer:

Faulting application name: printfilterpipelinesvc.exe, version: 10.0.26100.2161, time stamp: 0x3ea14cd8
Faulting module name: ntdll.dll, version: 10.0.26100.2161, time stamp: 0xb63ee1bc
Exception code: 0xc0000374
Fault offset: 0x000000000011b0c8
Faulting process id: 0x2514
Faulting application start time: 0x1DB353E5D01477D
Faulting application path: C:\Windows\system32\printfilterpipelinesvc.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: c5d80b7a-4774-4ebf-8dd7-4d4ce9fcccb3
Faulting package full name:
Faulting package-relative application ID:

This is the SAME BEHAVIOR with the previous ARM64 SUPD driver. 

I don't mean to be impertinent, but did YOU actually TRY the new SUPD driver with a CoPilot+ PC? 

[Raj2111]

Hi @Bill_Bailey 

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a good day.

-Regards

Raj-HP Support

[Andr34]

Raj2111 I'm experience same issue. I have an arm test machine (Surface Laptop) in my company as a test. Can you send me also private message with instructions ? Thanks

[Bill_Bailey]

The instructions that Raj sent me in the private email did NOT work. Basically, it was, "delete the old driver, delete the printer, download the new SUPD driver and install it." That did NOT work for me, as the new driver generated the same Windows error as before (viewable in Windows Event Viewer) on my Surface Laptop 7.

I know they are trying to help when they provide these instructions, but I can't help but wonder if they actually try the driver with a CoPilot+ PC before they offer guidance that is supposed to fix the problem. It is very frustrating!

[Andr34]

Bill,

Raj's instructions were a workaround. We did a lot of test and searched on internet also for a solution without success.

We:

• did a clean install of entire ARM Surface.
• removed printer, drivers and installed again them, also with an old version.
• tried to replace printfilterpipelinesvc.exe with another one thinking was corrupted.
• tried to use different drivers, not ARM but always HP.
• tried to use two differents ARM Surface with same test. 

All of them without success.

Someone told also to use Microsoft (universal or IPP class) drivers but they have only landscape/portrait option. They haven't color or b/w option, so you can print only b/w. They are useless, but they work. That means is only a HP driver issue. 

I think they tested driver to other arm devices that aren't Surface. We have also a Windows VM ARM machine over an Apple mini and if I use SUPD drivers to print, they work.

[Bill_Bailey]

Thanks for your reply. Yes, the other instructions Raj gave were workarounds which I took to be "if the SUPD driver doesn't work, try this". I have had success using the Microsoft IPP Class driver with my HP Color LaserJet Pro 3201 and it DOES print in color and even duplexes. However, there are frequent erroneous (non-critical) errors given by the driver such as "Paper Out" when, in fact, there is plenty of paper in the printer. So the IPP Class driver is not a long-term solution for me.

My frustration stems from being on a fruitless 4-hour chat Session with HP trying to get the SUPD to work and then having an "answer" given here that makes it seem like all I need to do is delete the old driver and install the new one to fix the issue. Also, there is a notice on this site that was posted on October 1 indicating a problem with SUPD and CoPilot+ PC's. The notice indicated that the problem was being worked on and a new driver would be issued "before the end of this year". Then a new SUPD driver was made available on October 16... making me think this was the "fix" to the CoPilot+ PC problem. Unfortunately, it has the same problem as the previous (May 2024) SUPD. 

I very much appreciate that there are HP employees who are monitoring these posts and responding with helpful guidance. I know they are genuinely trying to help, and their guidance HAS been helpful. I do appreciate them! But an acknowledgement that the problem still exists and is being worked on would go a long way toward soothing my frustration! 

[DL106]

I have the same issue with an LJ 4301fdw.  It was printing successfully under the MS IPP driver but a recent Windows update seems to have broken that solution.  I now can print only using a PCL6 driver (HP but not for this printer) in grayscale and with a invalid media error printed after the print job.  The 4301 is a multi-function device.  I cannot install the scanner drivers at all.  The installer fails with error, "Service 'PlugPlay' (PlugPlay) failed to start.  Verify that you have sufficient privileges to start system services."  I do of course.

HP documentation indicates ARM64 support for this printer, but nothing is working.  Most disappointing.

[Andr34]

I find this article. It seems related to last update of Windows. I hope Microsoft or HP solve issue ASAP.

https://www.neowin.net/news/microsoft-quietly-admits-windows-11-24h2-printer-issues-on-arm-no-word-o...