OfficeJet 8710 no longer prints after Win 10 update

[AnneW]

I have tried every fix advice I can find, including uninstalling the printer, downloading latest drivers and re-installing the printer.  Every attempt to print results in an offer to save a ,prn file.  The HP network configuration page says it can't find a DNS server, but this is on an ethernet connection, where DNS has no problems.  I've spent hours on this.  Does anyone know a fix?

[A4Apollo]

Hey there! @AnneW,

Are you able to print from other devices?

Have you tried printing from a different application does the issue persist?

Are you able to make a copy from the printer directly?

Try the steps recommended below.

Uninstall the printer software from the root level on your PC and install the full feature printer software. (Windows Only)

In Windows, search for and open Programs and Features. 
Select your HP printer. 
Select Uninstall. 
In Windows, search for and open Devices and Printers. 
In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.” 
Open up the run command with the "Windows Key + R" key combo. 
Type printui.exe /s and click OK. 
Click on Drivers tab. 
Look for HP Printer driver. If you see it click on it and click remove at the bottom. 
Select OK. 
Select Apply and OK on the Print Server Properties windows. 
Close Devices and Printers. 
 

Update the full feature printer software using this link. Click Here

Also, I'd suggest you assign a manual IP address and also disable the IPv6 on the printer. Here are the steps:

•    Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
•    Type the IP address on your web browser to obtain the printer EWS page on your computer.
•    Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
•    Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
•    Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
•    Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Lastly, if nothing works try running HP print and scan doctor on the PC.

Refer this article to know more information about using HP print and scan doctor. Click Here

Let me know if this helps!

Have a great day ahead! 🙂

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!

[AnneW]

Hi, A4Apollo.

I can print from a laptop that has not yet received the update.

I have tried other applications with the same (non)-result.  A .prn file is created and save location requested.

Copying direct from the printer works correctly.

I had already uninstalled the printer, downloaded the latest drivers and re-installed.  No change to the result.

I use an ethernet connection as wifi is not strong in this office.  I have manually checked all the settings.  The IP is the same as the one reserved on the router, and IPV6 is disabled.

I had already tried the Print and Scan Doctor, as well as Microsoft's troubleshooting suggestions.  None of them helped.

It's clear to me that this relates directly to the latest version of Windows 10, since everything is still working perfectly on computers that are not updated to the latest version.  Looking at other reports of difficulties I suspect that it is the MFPs, regardless of brand, that are having this problem.

Regards

Anne

[A4Apollo]

Hi! @AnneW,

Thanks for writing back to us.

Try the steps recommended below.

Check under settings/options/ save as options if any in that software and set the default save to pdf

In the print dialog disable the entry 'Print to file

Also, try the steps recommended below.

Select Devices and Printers in the list view.

Right-click Microsoft Print to PDF, and click Printer Properties

Click the Ports tab

If it says LPT1, its incorrect and nothing would happen if you issue the Print command. And if FILE: (Print to File) is chosen, it would only print to .PRN file.

Scroll down until you see PORTPROMPT: Local Port, and enable the checkmark. 
Click OK.

Lastly, try creating a new user account on the PC, install the printer software and try printing again.

Let me know if this helps!

Take Care! 

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!

[AnneW]

Hello again, and thanks for sticking with me.  I had tried printing to pdf, and opened the file in Foxit, but attempting to print from there brought the same offer to save a .prn file.

If there was any doubt that the Windows update caused this, I feel that I have now proved my case.  Not only can I print from a laptop where I have temporarily disabled updates, but I have also installed HP ePrint on my Android phone and can print from there.

The question now, is do I contact Microsoft with this, referring them to this thread, or do HP take the issue to them?

Anne

[A4Apollo]

Hi! @AnneW,

Thanks for the update.

Do see the printer listed under control panel devices and printers.

If you see the printer listed under the device and printers right click on the printer and select printer properties.

Then under general tab select print a test page and check if the printer is printing the test page.

Then go to ports tab and check the port number and share the port number.

Hope to hear from you soon!

Take Care! 

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!

[AnneW]

I realised later that I hadn't actually answered your questions.

I changed the port as you suggested, but unfortunately it didn't help - it could print to .pdf, but attempting to print from the .pdf resulted in the same .prn save dialogue.

I created a new user without any improvement.

I'm back on ethernet, as the printer can't maintain a wifi connection from this weak signal.

Anne

[AnneW]

Hello again A4Apollo

The test page generates a .prn file.

The port is set to PORTPROMPT:

Out of curiosity, I tried setting it to ePrint.  The app started up, found the printer immediately, but was unable to generate a preview, so I assume it hit the same problem.

Regards

Anne

[A4Apollo · Accepted solution]

Hi! @AnneW,

Thanks for writing back to us.

It sounds like a driver issue, Uninstall the printer software from the root level on the PC and install the windows built-in drivers.

In Windows, search for and open Programs and Features. 
Select your HP printer. 
Select Uninstall. 
In Windows, search for and open Devices and Printers. 
In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.” 
Open up the run command with the "Windows Key + R" key combo. 
Type printui.exe /s and click OK. 
Click on Drivers tab. 
Look for HP Printer driver. If you see it click on it and click remove at the bottom. 
Select OK. 
Select Apply and OK on the Print Server Properties windows. 
Close Devices and Printers. 

Refer this article to know more information about using windows, built-in drivers. Click Here

Also, try the steps recommended below.

Right click on the Start button > Control Panel > Devices and Printers.
Right Click on 'Microsoft Print to PDF' printer.
Select Printer Properties.
Select the Ports Tab.
Check the FILE: ....Print to File box…..Microsoft Print to PDF

Click OK

Restart the computer

In the Edge Browser:

Click on the Print icon

Choose Microsoft Print to PDF from the Printer dropdown list

Click on Print

The Save Print Output As window opens:

Name the File

Navigate to and open the folder where the file is to be saved

Click Save

Hope this helps!

Take Care! 🙂

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!