Problem with installing Officejet Pro 8620 on new Windows 10 laptop

[trfca]

I have just bought a reconditioned laptop (a Lenovo x260) to replace my aging Dell PC and I am having problems with installing my Officejet Pro 8620 all in one printer.  I transferred a number of programs via Laplink from my old PC, including the drivers, and then tried to install the printer to operate via wireless.  Although I can scan wirelessly whenever I try to print I get a message that there's no printer and the print goes to the printer queue.  I have tried uninstalling and installing several times, even downloading the HP Installation Failure - Unknown Device instructions and following these.  However that was not easy as I don't think that this was written for Windows 10 as, amongst other things, it mentions Microsoft Fixit which does not seem to be present in Windows 10.

I am not sure that the Uninstall is actually uninstalling everything.  Can anyone tell me how to clear all the HP printer files and drivers from the computer so that I can start from scratch re-installing the drivers and software?

Any other help or advice that you can give would be appreciated. (I can't use the original installation CD that I have as this was for Windows 7).

[TEJ1602]

@trfca, Welcome to HP Support Community!

Follow the steps below in sequence to resolve the issue-

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates.

For more information, go to Updating or Upgrading Printer Firmware.

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printing and scanning related issues.

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

I recommend you delete the driver and root level and retry, follow the steps below: 

1) In Windows, search for and open Programs and features 

2) Select your HP Printer 

3) Select Uninstall 

4) In Windows, search for and open Devices and printers 

5) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 

6) Open up the run command with the “Windows key + R” key combo. 

7) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe”

😎 Click on the “Drivers” tab 

9) Look for the HP Printer driver. If you see it Click on it and click Remove at the bottom 

10) Select Ok 

11) Select Apply and Ok on the Print Server Properties windows 

12) Close Devices and Printers.

Now, download and install the full-featured software from here.

Hope this helps! Keep me posted. 

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!

[trfca]

Hi TEJ1602.  I followed your instructions to uninstall and reinstall the software and printer but I still receive an error message when trying to print a Test Page.  I also tried running the HP Print and scan doctor which says that everything is okay but it also  wouldn't print a Test Page.  It then suggested that I try printing an internal test page (whatever that is) which worked fine.

Can I set the printer to print "internally" all the time as that seems to work?  If not do you have any other ideas of what might be wrong?

[TEJ1602]

@trfca

Thanks for replying!

Uninstall the existing drivers and try the Windows built-in drivers. Follow the steps below:

•    Go to Control Panel - Devices and Printers - Click on "Add printer" and follow the on-screen instructions.

•    When the page prompts for the drivers, select "Windows update". The driver list will be updated.

•    Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help.

Hope this helps! Keep me posted. 

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!

[trfca]

I tried that but it still didn't print.

I tried changing the Port in Printer Properties.  It was set as a WSD port and I changed it to a TCP/IP with my printers IP address and that has printed the test page successfully and also an Excel spreadsheet. So I hope that has solved the problem.  

[TEJ1602]

@trfca

That's great! Happy to hear that.

Let me know if you need any further assistance.