Multifunctional printers suddenly only scan.

[MPRIBZ]

Hi.

I have currently two cases of multifunctional printers which were working perfectly, suddenly becoming unable to print, and with no problems scanning. I have removed the devices, and reinstalled them using the most recent drivers, even print doctor was unable to resolve the issue.

One of the cases did this before, two years ago, and I had to reinstall Windows in order to solve the issue. The first time it was configured using a usb connection. This time it's connected through the network interface as is the second case.

One is a Neverstop Laser MFP 1201n and the other a LaserJet Pro MFP M428dw.

Both computers are from different manufacturers. One has Windows 10, and the other Windows 11.

If I right click the printers icon, in devices and printers, the whole section related to printing is missing (see whats printing, set as default printer, printing preferences and printer properties)

Has anyone any clue as to what causes this, or how to solve it, without having to reinstall the OS?

[A_Gayathri]

Hi @MPRIBZ ,

Welcome to HP Support Community.  

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

It seems like a complex issue, and there could be various reasons for the printing problems you're experiencing. Here are some steps you can take to troubleshoot and resolve the issue without reinstalling the operating system:

Common Troubleshooting Steps:

Restart Print Spooler:

• Press Win + R, type services.msc, and press Enter.
• Locate "Print Spooler" in the list, right-click, and select "Restart."

Check for Windows Updates:

• Ensure that your operating system is up-to-date with the latest updates.

Driver Reinstallation:

• Uninstall the current printer drivers completely.
• Download the latest drivers from the manufacturer's website and reinstall.

Check for Print Jobs:

• Open the print queue by going to "Devices and Printers," right-clicking the printer, and selecting "See what's printing." Clear any pending print jobs.

Printer Troubleshooter:

• Run the built-in Windows Printer Troubleshooter to identify and fix common printing problems.

Firewall/Antivirus:

• Temporarily disable your firewall and antivirus software to check if they are blocking the printing functionality.

Check Print Spooler Dependencies:

• In the "Print Spooler" service properties, ensure that its dependencies (like RPC) are running.

Reconfigure the Printer:

• Remove the printer, restart your computer, and then reinstall the printer, ensuring proper network connectivity.

Check Group Policy Settings:

• Check if there are any group policy settings affecting printer functionality. You can use gpedit.msc to access Group Policy.

System File Checker (SFC) and DISM:

• Open a Command Prompt as an administrator and run sfc /scannow to check for and repair system file corruption.
• Run DISM /Online /Cleanup-Image /RestoreHealth to fix Windows corruption errors.

Printer Software Repair/Reinstall:

• Use the original installation software to repair or reinstall the printer software.

Specific Steps for Missing Printing Options:

Print Management:

• Open "Print Management" (printmanagement.msc), navigate to "Print Servers," and check if your printers are listed. Remove any instances if necessary and try reinstalling.

Printer Permissions:

• Check if your user account has the necessary permissions for printing. Right-click the printer, go to "Printer Properties," and check the security tab.

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!

Gaya1239

HP Support

[MPRIBZ]

Hi Gaya1239

Thanks for your reply.

Will let you now how things went after applying all the options,

[MPRIBZ]

Hi Gaya1239

Non of the suggestions have helped to solve the problem.

Even an attempt to add the driver manually from Print Management, Windows Update and choosing HP Neverstop Laser MFP120x PCLM-S fails (type 4: mode user, x64) with Driver not available unable to install the driver.

[A_Gayathri]

@MPRIBZ,

Thank you for your response, I really appreciate your efforts. As the issue still persists, I am sorry to hear that  This needs one-on-one interaction  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.

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!

[A_Gayathri]

@MPRIBZ ,

I would request you to contact our Phone Support Team and our Support Engineers should be able to sort this out. 

Please use the following link to create a case number, then call and it may help speed up the call process: 

• Step 1. Open link:  https://support.hp.com/us-en/contact-hp
• Step 2. Sign in / sign in as a guest
• Step 3. Enter the product number or select auto-detect
• Step 4. Scroll down to "Still need help? Complete the form to select your contact options"
• Step 5. Scroll down and click: HP contact options - click on Get phone number and the phone number appears.

Note: Out-of-warranty product repair will cost.

Keep me posted on further assistance. Hope that helps!  

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution and Kudos, Thumbs Up buttons on the public post, That'll help us and others see that we've got the answers!

I am an HP Employee

Take care and have a good day.

Gaya1239 – HP Support.