Problem printing to HP Officejet PRO 8610

[don1dav]

Hi we have a number of HP printers on our network. They are all wired connection with static IP addresses. I have recently had problems printing to either of the Officejet Pro 8610s. Print queue shows 'print - restarting' continuously.  Ran the print doctor diagnostics which said it found a problem which couldn't be resolved by the tool and to uninstall.  I have remove all the HP printer devices and run the printui /s tool to remove all the HP drivers and rebooted to make sure they have all gone. Now when I try to add a printer through the Windows add printer tool or by running the installation download QJ8610_198.exe it find the two 8610 printers I have. When I select one to install it tries to install for several minutes and then comes up with an error 'Unsuccessful Network Installation - the printer was unable to be installed over the network'. I have tried and retried several times without success.  The printers are online as I can browse to the static IP addresses and see the printer details. Any help gratefully received as currently I can't print at all.

[atharva_gp]

@don1dav,

Thank you for reaching out to the HP Support community!

Let's try these steps:

Step 1: Restart the computer, printer, and router/modem

• Turn off the router/modem by pressing the power button or disconnecting the power cord.

• Turn off the printer, and then unplug any USB or Ethernet cables.

• Close all running programs on your computer, and then shut down the computer.

• Reconnect the power cord to the router/modem, and then wait for the Internet activity light to display a normal connected status.

• Turn on the printer.

• Turn on the computer, and then continue to the next step

Step 2: Uninstall the HP driver and software

Some HP software components might have installed incorrectly, even if the print driver and setup did not complete. Remove your print driver and software using the Uninstall a programming tool in Windows Programs and Features.

• If your printer connects to the computer with a USB cable, disconnect the cable from the printer.

• Search Windows for programs and features, and then click Programs and Features in the list of results.

• In the list of installed programs, click your HP printer name, and then click Uninstall or Yes.

• If a User Account Control message displays, click Yes.

• Follow the on-screen instructions to complete the software removal.

  If the software uninstall process does not start or an error displays while uninstalling, download Fix problems that block programs from being installed or removed (in English) from the Microsoft website, and then try uninstalling again.

• After the software uninstall is complete, restart the computer, and then continue to the next step

Step 3: Repair system files

Use the Microsoft System File Checker (SFC) utility to repair damaged or corrupt system files.

1. Close all open programs and apps running in Windows.

2. Search Windows for command, right-click command prompt from the list of search results and then select Run as Administrator.

3. Type sfc /scannow in the command prompt, and then press Enter.

   The Microsoft SFC utility attempts to find and repair any damaged or corrupt files.

   • If a Windows Resource Protection did not find any integrity violations message displays, continue to the next step.

   • If a Windows Resource Protection found corrupt files and successfully repaired them message displays, continue with these steps.

   • If a Windows Resource Protect could not perform the requested operation or was unable to fix the corrupt files message displays, go to Use the System File Check tool to repair missing or corrupted system files (in English) for more information.

4. Try to install the HP driver and software again

You may also use the HP Smart App for Windows 10 PCs.

Refer to this link for more info.

Refer to this document for more information about the issue.

Let me know what happens.

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.

[don1dav]

Thanks for your reply. I have followed your instructions.

I disconnected the network and wireless.  Removed / uninstalled all printer devices.  Rebooted.  Ran the system file checker (sfc) utility.

Rebooted and reconnected to the network.

I then tried to re-install a single printer using  Windows / printers & scanners / Add printer.  It successfully identified my printers. I chose the Officejet 8610 Pro nearest to me. It went through some installation process but on completion it showed that the printer was installed but that the Driver was not available. HP Smart showed the same.  I chose the option to download full featured software (hppiw.exe). This ran and discovered all printers on our network. Selected Officejet Pro. After following the install option it eventually returned to the install wizard menu.

I downloaded and ran the HP print and scan doctor.  The attached PDF shows the screens.

On the Software selection page I selected the default to install all.

After it had installed 5/5 packages it asked for connection options. I chose the wired Network option.

It identified two Pro 8610 printers on our network. I chose the one with the IP address 192.168.0.41  (both printers are set to static IP addresses).

The next dialog showed it installing network printer. This continued for nearly 5 mins and then failed.

To check I made a direct USB connection to the printer. Installed again and I was able to print successfully.

It seems to only be a problem with network printing.  I have tried other HP printers on our network such as a Laserjet Pro MFP227 and this has the same problem.

I am connected to our network OK. I can browse to the individual printer IP addresses and see the status pages. I can also print the Self Test page.

[atharva_gp]

@don1dav,

• Do you have any security software or antivirus installed on your PC?
  • If yes, try disabling the antivirus for a few minutes and try to run the software again
  • Check if you can install the software successfully.

If you do not have security software, let's try to add the printer using the TCP/IP port

• Use the Devices and Printers app in Windows to install the printer by adding a new TCP/IP port.

• Turn on the printer, if it is not already on.

• Search Windows for devices and printers, and then select Devices and Printers from the list of results.

• Click Add a printer.

           

• f necessary, click Add a network, wireless or Bluetooth printer.

• Click The printer that I want isn't listed.

• Select Add a printer using TCP/IP address or hostname, and then click Next.

• Select TCP/IP Device in the Device type drop-down menu.

• Type the printer IP address in the Hostname or IP address box. For more information about obtaining the IP address, see the documentation that came with your printer.

• Deselect the Query the printer and automatically select the driver to use the box, and then click Next.

  The computer detects the TCP/IP port.

          

• On the Install, the printer driver window, click Windows Update.

• After the update completes, select HP in the Manufacturer list, select your printer in the Printers list, and then follow the on-screen instructions to complete the installation.

Let me know if this works.