HP5547FD (HP Officejet Pro 8620) Driver is unavailable

[alschuler206]

I lost the ability to print so I uninstalled and reinstalled the 8620 printer.  Now I get the message "Driver is unavailable."  I have uninstalled and reinstalled several times without success.  I am still able to scan but I am no longer able to get the page that displays the 8620 functionality.  It just wants to reinstall whenever I go to start and select the HP Officejet Pro 8620 button.

I tried deleting the print driver with the "printui.exe /s" command and manually deleting files and folders from the program data.

I found another suggestion that includes modifying the registry but I was hesitant to try that since I don't know if all registry files would act the same since I have an ASUS desktop.

Thank you,

alschuler206

[TEJ1602]

@alschuler206, Welcome to HP Support Community!

Download a special version of HP Print and Scan Doctor.

1. Download HP Print and Scan Doctor.

2. Run HPPSdr.exe from the download location on your computer.

3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.

   • If your printer is not in the list, turn it off and on and then click Retry.

   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.

4. If a screen prompts you to turn on printer updates, click Yes.

5. If a screen prompts you to make your printer the default printer, click Yes.

6. Try to print.

If the issue persists, try adding a TCP/IP port.

1. Print a Network Configuration Report from the Printer Settings or Wireless menu.

2. Right-click your printer, select Printer Properties, click the Ports tab and then click Add Port.

3. Select Standard TCP/IP Port, and then click New Port.

4. Follow the instructions to add a new port using the information listed on the Network Configuration Report.

5. Try printing.

Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Fish28]

Actually I have an 8610.  tried to uninstall and reinstall on the same computer and the same network.  Now it wont take an installation - wirelessly, wired, or with the original disc.  Any ideas?  I've restarted everything including the router.  the printer is setup correctly.

[TEJ1602]

@Fish28, Welcome to HP Support Community!

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates.

For more information, go to Updating or Upgrading Printer Firmware.

Download a special version of HP Print and Scan Doctor.

1. Download HP Print and Scan Doctor.

2. Run HPPSdr.exe from the download location on your computer.

3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.

   • If your printer is not in the list, turn it off and on and then click Retry.

   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.

4. If a screen prompts you to turn on printer updates, click Yes.

5. If a screen prompts you to make your printer the default printer, click Yes.

6. Try to print.

If the issue persists, I would suggest you try the Windows built-in drivers. Follow the steps below:

•    Go to Control Panel - Devices and Printers - Click on "Add printer" and follow the on-screen instructions.

•    When the page prompts for the drivers, select "Windows update". The driver list will be updated.

•    Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help.

Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[alschuler206]

Thank you for your assistance.  I am going to follow your suggestions.

I took a couple of shots in the registry that I thought might be helpful.  It looks like I have duplicate 8620 entries.

Please see attachments.

Thank you,

Al

[TEJ1602]

@alschuler206

Yes, they are the multiple entries, remove them and complete the uninstallation process.

And then add the printer, try printing.

Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[alschuler206]

I removed the duplicate entries from the registry, rebooted, and ran HPPSdr.exe.

It went as far as the step to select the default printer and the process wouldn't go beyond that step.

I also noted that the system functionality for other printing options like Microsoft print to PDF was no longer working properly so I thought that I might have messed up the registry.

That prompted me to do a registry restore to get back to a known state.

Now HPPSdr.exe ran all the way through to the print test but it would only print to a file.

Then I tried the next section of your recommendation to add a port but the ports are all grayed-out except the print-to-file port.  So I can't change that.

Interesting is that the fax installation for the 8620 has all the ports selectable, but print-to-file is the only option on the regular printer installation of the 8620.

I also noted that when I select "HP Officejet Pro 8620 from the Start, Program List, that it brings up DeviceSetup.exe instead of the HP Printer Assistant.

I attached a couple of screen shots for reference.

Thank you for your continuing support,

Al

[alschuler206]

Some additional info:

I just realized that HPPSdr.exe is not giving me an option to check the scanner function of the 8620.

However, I am able to scan files from the 8620 back to the computer without problem.

Thank you,

Al

[TEJ1602]

@alschuler206

I would suggest you try the Windows built-in drivers. Follow the steps below:

•    Go to Control Panel - Devices and Printers - Click on "Add printer" and follow the on-screen instructions.

•    When the page prompts for the drivers, select "Windows update". The driver list will be updated.

•    Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[alschuler206]

Following your recommendations I now have the ability to print with either the 8620 or 8620 Network printer.

I then ran the HP Print & Scan Doctor to look for the scanner and there were multiple scanner errors.  It asked me to select a printer and I selected the 8620 Network.  Next it asked me to reboot and afterwards the Scanner test passed on the doctor and it worked.

However, now I need access to the scanner from the computer.  I used to get it by selecting the HP Officejet Pro 8620 in the start menu. That used to give me the "HP Printer Assistant" menu.  But now that brings up a screen to run DeviceSetup.exe.  I'm thinking that this may be how my problems started.

How do I go about establishing a method to call up the scanner from the computer?  That way I have the editing features that are not available at the printer.  

Here is what my Printers & Scanners screen looks like:

Thank you,

Al