Print Scan Doctor Shows 2 Printers Installed

[rudolffischer]

I have an issue with my HP Office Jet N911g on Windows 11, MSI B660A Pro Motherboard. Connection is via Ethernet

After some scanning issues I have done a complete uninstall of all HP printer drivers as described here. Yes, all the way to the DriverStore Explorer at the end.

Then I reinstalled the latest drivers Full_Webpack-1312_1-OJ8600_Full_Webpack.exe

Now HP Print and Scan Doctor shows me two printers

The two printer instances have different characteristics.

• The (Network) instance is listed as the default printer in Windows
• on the (Network) instance, Print and Scan Doctor shows a scanning issue. The necessary software is not installed
• on the (NET) issue, Print and Scan Doctor completes all scanning tests successfully. However, if I check for printing issues, Print and Scan Doctor show that the necessary software is not installed

So it seems (Network) is used for printing and (NET) is used for scanning. Is this normal that there two separate instances of the printer for these two functions?

Can someone please help me sort this out? As I said I have already done a complete removal of software and drivers down to the root canal level

Thanks a lot for any help

[Nal_NR]

Hi @rudolffischer,

Welcome to the HP Support Community. 

I'd like to help!

Going through your post, it looks like the printer was installed multiple times on your PC. Try to perform a clean install to try and fix the issue. Here are the steps:
 

• First, unplug the USB cable from the printer, if present.
• Go to Control Panel – Programs and feature – Select all the HP Photosmart printer entries and uninstall them.
• Now go to Control Panel – Devices and Printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to the Hewlett Packard folder, and remove any printer-related folders & files.
• Restart your computer.
• Now, click here to download and install the software.
• Connect the USB cable if prompted and follow the onscreen instructions to complete the installation.
• Restart the PC and check.

Those steps should do the trick, let me know the outcome!

Cheers
 

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[rudolffischer]

Hi 

Thanks for outlining the procedure. Unfortunately, after these steps, the situation is unchanged. Still two printers

[Nal_NR]

Hi @rudolffischer,

Thanks for your reply. It's my pleasure. This might require one on one interaction to fix the issue.

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

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!

[rudolffischer]

thanks Elohi

On another Laptop I installed today, everything worked (only one printer shown). So I will reinstall the printer again and will come back if the problem persists