(Re)installing OfficeJet 8610 on Win10

[CharlesDale]

I recently installed a Google Nest WiFi router.  This has caused all of my IP addresses to change - it was 192.168.1.x and now it's 192.168.86.x.  I reconfigured my OfficeJet printer to use the new wireless network so that it's on the same subnet with the PC and I am trying to reinstall the printer on the PC.  I have connectivity - I can browse to the printer's IP address and get the control panel, but when I try running the HP printer driver, it sees the printer and when I click to install, it quickly installs the printer (I can see it on the Printers & scanners control panel), but then seems to hang for several minutes, then comes back to a page saying "Unsuccessful Network Installation".  The just-installed printer disappears from the Printer & scanners control panel, and the Scanner device never gets installed.  I tried running the HP Print and Scan Doctor 5.3.  It says that I have two 8610's, one at the old IP address that is says is installed, and one at the new IP address that is says is not installed.

I have had success adding the printer directly from the Windows control panel using the Add printer or scanner button, but this does not install the scanner and does not enable the Scan to Computer function on the printer (that I use a lot).

With the printer driver software installed, I have an HP Officejet Pro 8610 icon on my desktop, but instead of opening the printer management window, it opens the installation window.

I have tried rebooting, uninstalling/reinstalling several time and the results are always the same.

Any help or advice would be very much appreciated!

Thanks!

[Kumar0307]

Hi @CharlesDale

Welcome to the HP Support Community. Thank you for the detailed information. I'd be happy to assist you.

Have you tried a clean uninstallation of previously installed drivers?

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” and “/s”) 
8.  Click on the “Drivers” tab 
9.  Look for 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, restart the computer.

Click here to download the HP Full-featured driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

If the issue persists, use HP Smart app to print and scan

Click here to download the app and to know more about it.

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!

Have a great day! 

[CharlesDale]

@Kumar0307, thank you for your response and suggestions.  I followed the steps you gave (the only one I hadn't tried yet was uninstalling the drivers in printui).  Unfortunately, I got the same results.  When the installation failed, I selected the option to send a detailed error log, but I didn't get any confirmation that it was actually sent.

Looking at my Event Log, I see the following entries that seem related:

Event ID 1000

Faulting application name: DeviceSetup.exe, version: 32.3.198.49673, time stamp: 0x53cda652
Faulting module name: ntdll.dll, version: 10.0.18362.418, time stamp: 0x99ca0526
Exception code: 0xc0000374
Fault offset: 0x00000000000f9269
Faulting process id: 0x108f0
Faulting application start time: 0x01d5c68ddb8fb05d
Faulting application path: C:\Program Files\HP\HP Officejet Pro 8610\Bin\DeviceSetup.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 3a808f20-783c-4468-870d-f5c88921660b
Faulting package full name:
Faulting package-relative application ID:

This was followed by an Information event (ID 1001) from Windows Error Reporting that links to a Report.wer file (I won't paste the contents unless you want to see it).

After that, there were three events from MsiInstaller (ID's 1033, 11728, 1035) with the following messages:

Windows Installer installed the product. Product Name: HP Officejet Pro 8610 Basic Device Software. Product Version: 32.3.198.49673. Product Language: 1033. Manufacturer: Hewlett-Packard Co.. Installation success or error status: 0.

Product: HP Officejet Pro 8610 Basic Device Software -- Configuration completed successfully.

Windows Installer reconfigured the product. Product Name: HP Officejet Pro 8610 Basic Device Software. Product Version: 32.3.198.49673. Product Language: 1033. Manufacturer: Hewlett-Packard Co.. Reconfiguration success or error status: 0.

Any other suggestions?

Thanks again,

-Charles

[Kumar0307]

@CharlesDale, thank you for the detailed response. This seems like a conflict between the printer driver and Win 10 OS. 

Did you try using the HP Smart app to print and scan?

You may also install the printer using TCP/IP port

1) Obtain the IP address of the printer by clicking on the wireless icon on the printer screen.

2) Right-click your printer, select Printer Properties, click the Ports tab and then click Add Port.
3) Select Standard TCP/IP Port, and then click New Port.
4) Follow the instructions to add a new port.
5) Try printing.

Let me know how this goes.

[CharlesDale]

Thanks @Kumar0307,

Yes, I have done both of the things you suggested (HP Smart and installing the printer through Windows Add Printer).  The problem for me with both of these approaches is that they do not support the "Scan to Computer" function on the printer.  Can I live without that?  Yes, but that would not be my first choice.

I know this is an older printer, but it works perfectly for me so I would love to keep it working optimally.  If this truly is a Windows 10 compatibility issue, is there any hope of opening a support case?  With the Windows 7 EOL, I would expect that most people would have moved to Windows 10 or at least be in the process.

If there's any additional information I can provide to help diagnose the error, please let me know.

Thanks!

-Charles

[Kumar0307]

@CharlesDale, I understand. To enable Scan to computer option, a full-featured HP driver is required to be installed on the PC. 

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction with our HP Support team.

I would request you to contact them for further assistance.

1) Click on this link - www.hp.com/contacthp/

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

Keep me posted for any other assistance.

[CharlesDale]

@Kumar0703, thank you - I will do that and let you know.

Thanks!

-Charles

[Kumar0307]

Sure @CharlesDale, Keep us posted for any other assistance.