Install HP 8720 on Surface Pro

[Tabone]

I have an HP 8720 which is connected to my home network via a router. The printer is connected and operates successfully from my desktop but all attempts to connect it to a Surface Pro have failed. Both PC's have Windows 10 and up to date. Repeated attempts with the latest HP software and print and scan doctor have all failed. I have also tried setting it up with a USB connection and a wireless connection. All work from the desktop and not the Surface Pro. HP tell me that the printer may not be compatible with the Surface Pro and that it is a Microsoft problem!!!!

Any clues would be greatly appreciated.

[Betty0610]

@Tabone

Welcome to the HP Support Community.

Do you get any error message while connecting the Surface Pro to the printer?

Let's try using the HP Smart App: https://support.hp.com/in-en/document/c04675142

If the issue persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for 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

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Tabone]

I tried the solution you suggest without success. I can get the printer connected and recognised by the PC but when i try to use it, i'm told it is not installed in Windows. The scanner works, not the printer.

I have spent 2 days online with a Windows expert and it is still not fixed. The expert suggested re-installing Windows and i have not done that yet.

[asmita6658]

@Tabone

Try using the built-in driver - HP Printers - Installing and Using the Windows Built-in Print Driver

If the issue still persists, create a new user account and check -

1. Tap the Windows icon.
2. Select Settings.
3. Tap Accounts.
4. Select Family & other users.
5. Tap "Add someone else to this PC."
6. Select "I don't have this person's sign-in information."
7. Select "Add a user without a Microsoft account."
8. Enter a username, type the account's password twice, enter a clue and select Next.
9. Tap the Windows icon.
10. Select the User icon at the upper left corner of the Start menu.
11. Select the new user. You'll then sign into your account with your password from step 8.
 

Let me know. 

[Tabone]

Thanks for the suggestion. Unfortunately it didn't work. When I try to add the printer it is found on the network and appears to install.

When I try to use the printer in Word or Excel it does not list the printer but when I try to add the printer it lists it but with "Driver is Unavailable". 

[Betty0610]

Since it works fine on your other desktop, this is an issue with your Surface Pro device itself.

Let's try to create another account: https://support.microsoft.com/en-in/help/4026923/windows-10-create-a-local-user-or-administrator-acc...

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

[Tabone]

Thanks Betty, I tried to install the printer after creating a new user and using the Admin account but it still fails to install.

[Betty0610]

I recommend you to contact the HP Support Team so that they can remotely access your device and help you or you may also contact the Microsoft Support Team:

Link: www.hp.com/contacthp/

Note:  Select the country accordingly to get the contact details for support.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Tabone]

Thanks again Betty. HP support were the first people I contacted and I was told politely that it was a Microsoft issue and I should contact them. I spent two days on the phone and in remote access sessions watching one of their experts repeat the processes I had done without success. They also followed the instructions in earlier posts on this subject. They had nothing new to offer other than I should format my hard drive and start again with a new installation of Windows 10. My own experience tells me that uninstalling and reinstalling software without any other change is more than likely going to produce the same result so I am reluctant to do it. 

Nevertheless, I will take your advice and contact HP support again.

[Betty0610]

Sure, do keep us posted for anything else 🙂

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!