I can't install printer

[Dtrostis]

A couple of days ago, my printer stopped printing from my computer. I uninstalled the printer, and now I'm unable to install it at all. It works for other computers in the house, but not mine. I've been trying to connect wirelessly and with an Ethernet cable, both are unsuccessful. I tried all the solutions on the forum but nothing helps. I tried also to disconnect the antivirus and the VPN in case they were causing troubles, but go the same result.

If I use the HP Smart app, it shows that the printer is online but when it tries to connect it says that I have to turn on the printer which is not the case because the printer is on.

I also have tried to reboot both the printer and the computer with equal unsuccessful results.

I'm out of options and would like to fix this issue.

Your help is appreciated.

Have a good day.

[A_Gayathri]

Hi @Dtrostis ,

Welcome to The HP Support Community.  

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

I understand you are facing an issue installing your HP OfficeJet Pro 7720 on your computer. Since the printer works for other devices in your house, but not your computer, and you've already tried some common troubleshooting steps, here are some more detailed suggestions to try:

1. Ensure Correct Printer Drivers Are Installed

• Go to HP's official support page for your printer and download the latest drivers for your operating system (make sure it matches your version of Windows).
• Install the drivers manually by following the instructions on the page, which may prompt you to connect the printer via Ethernet or wireless during the installation process.

2. Clear Printer Queue and Restart Spooler

Sometimes a stuck print job can cause issues:

• Open Services on your PC by typing services.msc in the search bar.
• Scroll down and locate Print Spooler.
• Right-click on it and select Stop.
• Go to the folder C:\Windows\System32\spool\PRINTERS and delete any files inside.
• Restart the Print Spooler service.
• Try reconnecting the printer.

3. Network Issues

• Ensure that both your computer and printer are connected to the same Wi-Fi network (if using wireless).
• Reconfigure network settings: On your printer, go to Network Setup > Wireless Setup Wizard, and reconnect to your Wi-Fi network.

4. Reinstall HP Smart App 

• Uninstall the HP Smart app and reinstall it from the Microsoft Store. This can sometimes clear up communication issues between the printer and the app.

5. Check Windows Firewall Settings

• Windows Firewall might be blocking communication between your printer and PC. Try temporarily disabling the firewall and see if that resolves the issue:
  • Go to Control Panel > System and Security > Windows Defender Firewall.
  • Click on Turn Windows Defender Firewall on or off on the left side.
  • Select Turn off Windows Defender Firewall for both private and public networks.
  • After testing, remember to turn the firewall back on.

6. Use the Printer's IP Address

If you're connecting via Ethernet, try adding the printer manually using its IP address:

• On the printer's control panel, go to Settings > Network > Network Summary to find the IP address.
• On your PC, go to Control Panel > Devices and Printers > Add a Printer > The printer that I want isn’t listed.
• Choose Add a printer using a TCP/IP address and enter the printer's IP address.

7. Check for Windows Updates

• Make sure your computer is up-to-date with the latest Windows updates. Sometimes, an update may be necessary to resolve driver or connectivity issues.
  • Go to Settings > Update & Security > Windows Update and click Check for updates.

8. Uninstall and Reinstall Printer Port

• Go to Control Panel > Devices and Printers.
• Right-click on the printer, and select Remove device.
• Then go to Device Manager (right-click Start button and select Device Manager).
• Expand Ports (COM & LPT), right-click the printer’s port and select Uninstall.
• After restarting your computer, reconnect the printer via USB or network, and try to install it again.

Refer to this document: HP OfficeJet Pro 7720 Wide Format All-in-One Printer series User manual 

HP printer setup (HP Smart app)
HP printer setup (Wi-Fi Direct)
Troubleshoot a Wi-Fi connection to an HP printer

I hope this helps. 

Take care and have a good day.

Please click “Accepted 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!

[Dtrostis]

Thanks Gaya for your response.

I tried all the solutions that you provided before I sent my message, bit none of them fix the issue.

[A_Gayathri]

Hi @Dtrostis ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your 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.

I hope this helps! 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!