I cannot reinstall my Office Jet Pro 9010 printer.

[Joan47]

My printer quit working after I installed a new router.  I removed the printer and the HP Smart software. I restarted the computer and reinstalled HP Smart on my.  I followed the instructions for adding a printer using HP Smart. After adding the HP Office Jet 9010, I received an error message that said the driver is unavailable. I have repeated these steps numerous times.  I checked the settings on the printer. WI FI Direct is on. There are no error messages displaying on the printer's set up screen. I bought the printer at Costco.  I have wasted hours on this problem. 

[TEJ1602 · Accepted solution]

@Joan47, Welcome to HP Support Community!

This could be due to the connectivity or the drivers installed. Let us try to isolate and resolve the issue-

You may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

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. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Assign manual IP to the printer

The steps on how to set a manual IP address can be found here.

For the DNS servers please use 8.8.8.8 for the Manual Preferred DNS Server and 8.8.4.4 for the Alternate DNS server. These are Google’s public DNS servers

If the issue persists, I recommend you delete the driver and root level and retry, follow the steps below: 

1) In Windows, search for and open Programs and features 

2) Select your HP Printer 

3) Select Uninstall 

4) In Windows, search for and open Devices and printers 

5) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 

6) Open up the run command with the “Windows key + R” key combo. 

7) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe”

8). Click on the “Drivers” tab 

9) Look for the HP Printer driver. If you see it Click on it and click Remove at the bottom 

10) Select Ok 

11) Select Apply and Ok on the Print Server Properties windows 

12) Close Devices and Printers.

Use this link to download and install the new driver. Configure the printer.

Add 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.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Joan47]

Thank you so much for your feedback.  I printed it and put it in my folder for future reference.  Before contacting the support community, I removed the printer and went to the command prompt to make sure that all the legacy drivers were deleted as well.  I uninstalled HP Smart and HP Doctor and reinstalled to make sure I had the most recent version. I reset the printer network settings so the printer was removed from the network and reinstalled the printer as if it were just taken out of the box.  I actually went through these steps several times expecting a different outcome - stupid.

I also used HP virtual assistant.  Depending on how I phrased the questions, I was given different alternatives to try.  None of the suggestions worked.  I could see the icon for the printer but the text under the icon said there was no driver.  I sent a print job which sat in the queue. I looked at the queue on the printer and saw that the printer never acknowledged the job.  Clearly the printer and the computer were not communicating.  Out of sheer frustration, I posted this problem and hoped someone would respond.  Thank you.  

In one of my attempts to use the virtual assistant, I got connected to Microsoft support.  The first level of support couldn't fix the problem so I received a call-back from the second level of support yesterday.  He quickly isolated the problem.  He removed the HP print icons and made sure the drivers were deleted.  I told him what the IP address was for the printer so he added the printer using IP address.  Once he did this, then I could see that the printer was on the network and the print jobs went through.  I asked him why the current versions of the install software wouldn't work.  I really couldn't understand his explanation.  I knew the printer was on the network because I could print to it through my ipad.  I still don't understand why HP Smart malfunctioned and HP Doctor couldn't fix the problem.  Something as simple as installing a printer turns into a huge time drain and feels like a nightmare.  Again, thank you for taking the time to respond.  I appreciate it.