Print/scan problems since Windows 10 Creator's Fall update

[Squeezy99]

Hi,

lost all printing and scanning now.

I have deleted all HP software and re booted.

Pinter has latest firmware and has correct IP address.

Ran latest print/scan doctor and it changed my printer port, but then sais all OK.

Tried a print, but it stopped with half printed.

Scaning from printer or PC gives connection error.

Ideas welcome.

Dave

[DavidSMP · Accepted solution]

Hi @Squeezy99,

Thanks for visiting the HP community. A very good day to you! I read the post regarding issues with printing and scanning after a windows update. I will be delighted to assist you here.

You’ve done an excellent job on diagnosing the issue from your end. Superb effort and spectacular research were done as well. Kudos to you on that score. 🙂

For now please try these steps:

• Did you try to perform a root level uninstall and reinstall?
• Did you try with the built-in Windows drivers?
• Do you get any errors?
• Does it make copies directly from the printer?

For now please try these steps:

Try making 2 copies directly from the printer without any communication from the computer.

If it copies correctly then try these 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 Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
   
• Then create a new user account as an administrator  from this link: http://hp.care/2rZfJBC

Log in to the new user account.

• Then create a new user account as an administrator from this link: http://hp.care/2u4Zns2  and install the full feature software.
• Connect the printer to your computer only when the setup prompts for the printer.
• Now try to print. This should fix the issue.
• If it does not try installing the basic drivers from the same link: to install the full feature software and check again.

If it still does not work, please make sure to install the Windows built-in drivers from this link: http://hp.care/2o3acvH

by following the instructions.

Now check if it gets resolved.

If it continues, then please perform these steps:

• From this link: http://hp.care/2xy7Zd4 please perform only step 1 Restart the computer, printer, and router.
• From this link: http://hp.care/2xy82pg perform steps 3,4,6,7, and 9.
• For scanning errors please perform all the prescribed steps from this link: http://hp.care/2xy83cO to resolve network scanning errors.
• These steps should do the trick.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a superb week ahead. 🙂  

[Squeezy99]

Hi David, thanks for your quick reply, I will try it out tonight, and send a reply when all is OK - I hope.

[Squeezy99]

Hi David,

many thanks, it worked fine, but it took 2 or 3 goes to find the printer.  I checked on my router and avarything was on the network OK, but eventually it found it and completed the install.

Why does a new admin user work when my own ID, an admin, does not?

The second time you state to create a second admin account from anoth HP link, but that is the link to the drivers.

Great support, gives one faith in your products and service.

Regards, David

:manvery-happy:

[DavidSMP]

Hi @Squeezy99,

It has been a super experience working with you.  I thank you greatly for accepting this as a solution.  You've been simply amazing with your technical expertise and thanks again for giving me the privilege to share this platform with you. 🙂

I hope the unit works great and stays healthy for a long time.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

Please take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂

[JohnnyLee]

Here is how I fixed my "update problems" Dec-2017... None of the HP software would work installing my HP-8620.

I tried everything I could think of and all the help in this Forum...This is a MS Windows Install, it worked for me...!!!

Goto Control Panel

Open Devises and Printers

Click on Add a Printer

It will search for Printers...

Select the Printer you want to install...

Click on Next

Wait until install is finished, click on Print Test Page

Eureka! All is well...!!!

JohnnyLee

[Don1kP]

Your process worked to bring back my older OfficeJet Pro L7590 but it did not work with my newer HP4650. There are still major driver issues that Microsoft must have screwed up when going to 1709 (Version 10.0.16299 Build 16299). I hope HP can work with MS to figure this out and get it fixed as there are several problems with wireless connected printers out there.

DonP

[JohnnyLee]

DonP,

I agree....!!!

Ms needs to address this problem,

I can't tell you how many hours I logged to fix mine..!!

JohnnyLee

[Squeezy99]

Two days after my last post, just when eveything seemed to have finally been resolved, it returned to the original problem.  After another two days trying eveything, I binned the HP printer and have bought a Canon.  So far no problems.

[Don1kP]

Update:

I did finally did get the HP4650 to work but it is a mystery how this happened. After installing the full driver package (yesterday) and it would not complete (sorry do not remember the details here. Probably when the wireless choice was taken and it failed I just skipped that part and let the rest of the software install.) Today, on a whim, I decided to click on the desktop icon "HP OfficeJet 4650 series" to see what would happen. It asked me if I wanted to connect a new device. I said Yes, and it asked for the IP address of the printer. I put that in and things seemed to complete OK.

[At the end, however, there was a large (not quite full screen) all white window that came up. All I could was close it but it asked if I wanted to save a link to get back to this page. I said yes and copied the link to the clipboard. Then I opened my browser and pasted the link and it was just a link back to HP to setup an account for the printer. Didn't need to do that so just closed the browser.]

Next, I went to settings and opened the Devices section and then clicked on Printers & scanners. Down the list of printers I saw my printer with the words "App available for this device" below the newly installed hP4650 printer. I clicked on the device and several options opened up including a link "Open printer app". I clicked on that and the "HP Smart" app opened up. I clicked on Printer Settings and scrolled down to the Printer Reports section. First, I tried the "Wireless Test Report". to my surprise the printer started printing a report! Getting excited, I clicked on Network Configuration Report. Again the printer responded with the report!  Wow! this might even be working now. So opened a color PDF and printed a 2 sided PDF. It worked! 

I guess going to bed and sleeping on it was the right thing to do as both printers now funtion from my laptop with the 1709 Creators update installed.

Now i just need to try DavidSMP's solution on my desktop.