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Level 2
6 4 1 1
Message 1 of 5
271
Flag Post

Solved!

Print and Scan Doctor 5.4 stops working during device detection on Windows 7

HP Recommended
Officejet 5255
Microsoft Windows 7 (64-bit)

The Print and Scan Doctor automatically downloaded and installed the newest version, 5.4, two days ago and ever since then it will not complete the initial device detection without Windows throwing an error and closing the program.

I need the Doctor to run and fix network issues every time I restart my laptop (where the printer is installed via direct USB)  in order for another PC on our system to be able to print, but now cannot get the program to even run since being updated.

I've tried to download and run the stand alone installer for the Print and Scan Doctor from HP but get the same result.

Can someone help, please??

 

Here's the tech info:

Source
HP Print and Scan Doctor 5.4

Summary
Stopped working

Date
‎9/‎15/‎2020 7:28 PM

Status
Not reported

Description
Faulting Application Path: C:\Users\microcenter\AppData\Local\Temp\7zS5265\HPDiagnosticCoreUI.exe

Problem signature
Problem Event Name: CLR20r3
Problem Signature 01: HPDiagnosticCoreUI.exe
Problem Signature 02: 5.4.0.13
Problem Signature 03: 5f39811a
Problem Signature 04: HPDiagnosticCoreUI
Problem Signature 05: 5.4.0.13
Problem Signature 06: 5f39811a
Problem Signature 07: bb2
Problem Signature 08: 0
Problem Signature 09: System.InvalidProgramException
OS Version: 6.1.7601.2.1.0.768.3
Locale ID: 1033
Additional Information 1: 0a9e
Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
Additional Information 3: 0a9e
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

 

 

 

4 REPLIES 4
HP Support Agent
HP Support Agent
9,120 9,094 613 681
Message 2 of 5
Flag Post
HP Recommended

 Hi @born-again,

 

I'd like to help!

 

To assist better -

  •  I would like to know, is your router set to work on 2.4 GHz network or 5 GHz network band?
  • Are you trying to connect your printer to your home network,public network or without a router?
  • What is the status of the wireless light on the printer, steady or blinking?

 Meanwhile, try the below suggestions

 

Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

  1. Download HP Print and Scan Doctor.
  2. Run HPPSdr.exe from the download location on your computer.
  3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
    • If your printer in not in the list, turn it off and on, and then click Retry.
    • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.
  4. If a screen prompts you to turn on printer updates, click Yes.
  5. If a screen prompts you to make your printer the default printer, click Yes.

Set a manual IP-

 

To set a manual IP and try the steps below -

 

--->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP

--->then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 

--->go to wireless ---> wireless 802.11---> select manual ip ---> apply

--->Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.  

--->then go to settings on the main ews page --> power management ---> select sleep mode to max 15min

 

 Connect the printer to TCP/IP port- follow the below instructions-

 

 --->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

a. Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.

b.    Select Add Port.  Select Standard TCP/IP Port.  Select New Port.

c.    Follow the Add Port Wizard.  Under Printer Name or IP Address, .  Example:  192.168.1.15.  The IP address will be copied under Port Name.  

d.    Select Next and Finish the Wizard.

 

Hope this helps! Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

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 

0 Kudos
Author
Level 2
6 4 1 1
Message 3 of 5
Flag Post
HP Recommended

Thanks for reaching out, Jay.

I apologize for the delay, but since you posted the reply our broadband provider changed out our router for a more reliable, faster one and I did not have the specs. Furthermore, they do not normally allow customers access to the router's configurations, so I was on my own there and just now am able to answer your questions.

 

1. It is a 2.4 GHz router

2. I have always connected it to our home network....through my wired laptop connection.....to 2 other systems in our home (one XP wired machine, and one Win  7 Pro wireless).

3.The wireless light on the printer is blinking.

 

Since I first posted about this problem, I located the previous version of the HPPS Dr. online from a reputable source and installed it. Although it works as expected, I'm still left with the problem I've always had with the HP software: any time I have to restart my laptop I have to run the Doctor in order for the other systems on our network to be able to print again. 

Any suggestions??

Thanks for your help.

0 Kudos
HP Support Agent
HP Support Agent
16,775 16,756 1,312 1,324
Message 4 of 5
Flag Post
HP Recommended

@born-again

 

Refer to the document Connect to a Wireless HP Printer for help.

 

If you still have issues, use the guided troubleshooter Troubleshooting | Wireless Printing Center for instruction to isolate and resolve the issue.

 

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!

TEJ1602
I am an HP Employee

0 Kudos
New member
2 1 0 0
Message 5 of 5
Flag Post
HP Recommended

After a 3-hour  struggle, I managed to install the update, and did  a good clear out of a lot of other things, and my printer is back to normal.

Thank you for your time and support.

 

Regards

frankie26

0 Kudos
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