Problems with printer driver after installation

[ChilledMan]

Following scenario:

Lenovo Thinkpad L540, 64 bit

Windows 7 professional

HP Color Laser Jet Pro MFP M182n, connection via USB

After the installation of the driver software and connection of the printer unit with the Laptop via USB, the scanner unit is found but not the printer unit. The printer is not listed at “Devices and Printers”.

The scanner works very well, on direct way and also controlled by the software.

In order to check the printer I started the HP Print and Scan Doctor. It detect several printer data as the fill level of the printer cartridges, the version of the firmware, the Serial number and the product number. But the software and the printer driver are not detected.

A root uninstall inclusive cleaning of the registry and reinstall of the software does not lead to the desired result.

To use another USB port also doesn’t help. Sometimes occurs the error indication that the USB device (printer) could not be found.

Does anybody know this or a similar problem and has any suggestions how to manage it?

Many Thanks, ChilledMan

[sandytechy20]

@ChilledMan

Welcome to HP Support community.

This might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[ChilledMan]

Dear SandyTechy20,

Many thanks for trying to help me. But your attempt robs me a little of hope for solving the problem.

I tried twice to find a solution via the hotline some days ago. The employee then operated with the remote access. However, both times it was not helpful. First attempt, he/she only checked whether the printer was listed under "Devices-Printer". It was not and in consequence an error of the USB connection was supposed. Second hotline help was to search the USB port in order to add the printer as local printer (“Devices-Printer” - “add printer” - “add local printer”). Of course it was not possible to find a USB port there. Okay, all in all the hotline help was not really competent.

I assume a conflict between the driver software and another program or even the Windows operating system. And I hoped that someone within the HP community has had this or a similar problem or heard about it, with whatever driver software, and has an idea how to solve it. At the moment I’m lost a bit.

But again: thank you for your effort.

Regards, Chilled Man.

[sandytechy20]

@ChilledMan

Perform root level uninstallation to remove all the printer related software's.

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Remove all instances of the same.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers. 
• Restart the PC again.

Download and and install printer full feature driver

Click here to download the driver.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[ChilledMan]

Quick answer, many thanks.

It seems to be a standard procedure you offer now. Anyway, I found it regularly browsing the forum. Of course I tried it several times days ago. What shall I say, it does not work.

At last remove of the printer server (printui.exe /s) an error massage occurred “Package hpbe0870_x64.inf could not removed”. Quite cryptic.

Also, during reinstallation the windows updater automatically interfere and wants to install the corresponding driver. I tried both the install via windows updater and the install of the HP software (with termination of the Windows installation). Same result, the printer is not listed in "Devices and Printers", but the scanner can be found there.

I do not know anymore.

But thank you again.

Regards, Chilled Man.

[sandytechy20]

@ChilledMan

This might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[ChilledMan]

Okay, back to step one (remote access), which did not work. Now we start to spin in a circle…

Thanks for your help even if it does not solve the problem

Regards, Chilled Man.

[sandytechy20]

@ChilledMan

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.