Solution Center defunc since Windows10 Update December 2019

[vaxinf]

There was a similar situation some years ago:

THe .NET-update produces problems of the Solution Center. It is impossible to connect the center with the Photosmart Printer. I have three PC machines that tells me the same problem. No scan is possible etc.

I have already tried to use the doctor program and did uninstall the virus-software but the problem stays the same.

[Dragon-Fur]

@vaxinf 

Personal Opinion

The situation is likely going to be worse for your older printer now - the last time the software was updated was in mid-2015 - the older printer software is perhaps struggling to maintain full compatibility.  Even setting aside the occasional "hiccup" when Updates throw everything into a tangle, Windows 10 is very much different than it was in 2015.

There is not much to do except try, of course.

What to do?

IF the issue is just some stuck bits left over from the previous installation of the printer software (before it stopped working and you tried to remove it), the following "clean up" procedure might help sort installation issues.

Clean Remove and Reload Printer Software

Prep Work and Information

The Print and Scan Doctor

Before you try anything else, you may wish to download and run the HP Print and Scan Doctor - it does find and fix a number of issues, the software is easy to run, and it won't make anything worse.

The Doctor can help with several issues, including driver, connection, and "jobs stuck in the queue".

HP Print and Scan Doctor for Windows

Printer Application for Windows 10

Looking for the HP Smart Application for Windows 10?

For some situations, the HP Smart App provides all the print environment and setup you need to use your printer.

Add your printer to your network.

Open the Software and Drivers Support Website for your printer > Check the Box Get the App

OR

Links to HP Smart software for Windows and Mobile devices,  includes an FAQ section

 HP Printers - Using the HP Smart App (Windows 10)

Adobe Reader DC – Needed Whether You Use It or Not

If you have not done so,

Reinstall / Update your PDF Reader (Adobe Reader DC /Optional  Foxit Reader)

HINT:  Watch out for and UNCHECK unwanted extra software

Adobe Reader DC software should be installed even if you do not open / view / print PDF files directly from the software.

Things to Know

NOTE

The Uninstall>Install procedure described below does not address File System problems in your Operating System nor does it fix issues in your network that are blocking or failing to find and accept the device on the network. 

• Read through the following text, then proceed with the steps that are relevant to your situation.
• For best results, do not ignore the suggested Restart
• Procedure includes optional “extra” clear and clean steps for the purpose of training and to help “troubled” software installations. Extra sections are marked with an asterisk pair “**” front and back.
• In general, most installations tend to work better if Windows Updates and your other computer Updates are already installed and current.

The Basics – Reinstall Full Feature Software

Printer Software

• Uninstall the existing printer software from Programs and Features
• Restart the computer and log in
• Open Category Software and Drivers in your printer Support Website
• Download-and-Save the Full Feature Software or HP Easy Start Printer Setup for your Operating System version.
• Navigate to the folder in which you saved the software installation package (likely Downloads)
• Right-Click on the downloaded package and "Run as Administrator" to start the installation

NOTE

1. If you use the EasyStart method, select the Full Feature Software (full driver) when the option is presented.  NOTE:  Exact name of printer software differs by printer model / OS version / type

• After the software is installed, Restart the computer and log in

The Detailed Procedure – “All the bits and extra steps”

** Printer Software – Blocked in Security Software **

Check your Security Software to make sure the printer software is not being blocked.  Most Security software will allow you to make an exception for applications / software you want to use on your computer.

If you make changes to the security software setup, Restart your computer and log in.

Uninstall Existing Printer Software

Uninstall existing printer software from Programs and Features

Method One - Control Panel > icon view > Programs and Features >

Method Two - Settings > Apps > Apps and Features >

Search or Scroll down

Uninstall the printer software

After the software is removed, Restart the computer and log in

If printer software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed

** Uninstall - Printer Software – Lurking in the Device Manager **

Check / Verify:  If the printer is still lurking in the Device Manager, remove it.

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Restart the computer and log in

** Uninstall - Printer Drivers – Lurking in Devices and Printers **

Check / Verify:  If the printer drivers are still lurking in Devices and Printers, remove driver(s) related to the printer.

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

Clicking on a printer, displays options along the ribbon (near the top of the Devices and Printers window)

Click Print Server Properties > tab Drivers

Click on Driver(s) in list, select Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

Restart the computer and log in

** Uninstall - Printer Software – Lurking in the User Account **

Check / Verify:  Printer related files and folders are stored in the User AppData hierarchy.  If you have had trouble getting the printer to work, complete this step to delete printer files from the Temp folder and the Local\HP folder

Clear Temp Folder in AppData

Method One

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\Temp

OR

Method Two

Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (It is expected that some files cannot be deleted, ignore these)

Restart the computer and log in

Clear HP Printer mention in AppData\Local\HP

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

Installation – Full Feature Software

NOTES

• If using USB, disconnect the USB cable between the printer and the computer before starting the installation.
• Connect the cable when instructed to do so (toward the end of the installation procedure).

• Some (newer) printer models provide the "Easy Start" install method. When applicable, Easy Start will be found in the Software and Drivers website support page > Category Software \

• Within Easy Start, you will be given the opportunity to install the software that is available.  Full Feature Software might be available – look for / Select the "Full Driver" software.

HP Documents

HP Printers - Finding Drivers, Apps, and Updates for HP Printers

HP Printers - Uninstalling the Printer Software (Windows)

HP Printers - Updating or Upgrading Printer Firmware

Install - Manual Installation of the Downloaded Printer Software

• Open Category Software and Drivers in your printer Support Website
• Download-and-Save the Full Feature Software or HP Easy Start Printer Setup for your Operating System version.

• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”

NOTES

1. If you use the Easy Start method, select the Full Feature Software (full driver) when (and if) the option is presented. The name of the “full driver” might vary by printer model.  For example, the software might be called “Full Solution Software”.
2. After the software is installed, Restart the computer and log in

** Install - Optional - Video help **

NOTE:  Videos may be found in one or more locations (depending on printer / software / version)

Open the printer Software and Drivers page >

Scroll down and select Related Videos > Click View All >

Find and view the relevant video

AND / OR

** Install - Printer Homepage – “Things that are your printer” **

Drivers / Software / Firmware Updates, Videos, Bulletins/Notices, How-to, Troubleshooting, User Guides, Product Information, more

Open the printer Website Support Homepage >

Scroll down and select Video Tutorials > Click View All >

Find and view the relevant video

AND / OR

Install - HP Collection of “how-to” videos

HP Video Gallery

• Use Categories and the search window to narrow the search. 

For example,

Category Printers and All-in-Ones > Install, Setup, Drivers

• Select your Video

Firmware

Consider installing the printer Firmware

READ (when provided) all information and instructions before installing the firmware

If / After the firmware is installed, Restart the computer and log in

Reminder:  Firmware is normally updated after the printer software is installed / functional.

===================================================

Install - Optional / Extras

** Install - Optional - For Windows 10 Users – Compatibility Mode **

If you have been having trouble getting the printer software to fully install (Printer Assistant is functional and Scanning works), consider using Compatibility.  Note that this method only fixes “one type” of difficulty; installing this way may – or may not – make the necessary difference.

Right-Click on the downloaded installation file > Properties > Compatibility 

Check "Run this program in compatibility mode for"

Select Windows 8 (or the closest you can find)

Click Apply and OK to close the Properties menu

Right-Click on the installation file and select to Run as Administrator

** Install – Optional - Port Issues - Create a TCP/IP port **

The assigned port may fail to connect the printer or certain printer activities (Scan).  Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues

How-to “Create TCP Port” Contributed by  greenturtle:

Create TCP IP port

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
2. On your PC, go to Control Panel, from Devices and Printers, Right-Click the printer and Left-Click Printer Properties, select the Ports tab.
3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
4. Type in the proper IP address for the printer.

This video resource will show you how to do it:
Create & Use TCP IP port

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)

===============================================================

Reference and Resources – Places to find (more) help and learn about your Printer

Clarification of terms and "what the printer can do" (Specifications)

Printer Homepage – “Things that are your printer”

NOTE:  Content depends on device type and Operating System

HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Access to the Print and Scan Doctor (Windows), User Guides, Product Information, more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP Photosmart Premium Fax All-in-One Printer - C309a

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We are a world community of HP enthusiasts dedicated to supporting HP technology.

[vaxinf]

I do not agree to your opinion that Windows 10 is too new for the solution center.

I would like to emphasize that everything was completely OK on three Windows PCs with 1903 OS and all patches that came from MS.

I remember that the 2015 problem was a .NET-problem, too.

I'm getting the message that the bi-directional communication does not work.

I'm familiar with the deinstallation by hand. I've done it several times successfully, but I doubt that it will help me in my case.

What HP can do is to check if there a problem with the Solution Center with the actual Win10 Version.

Thanks

Eberhard

[Dragon-Fur]

@vaxinf 

Edits - added link for documentation

Understood - I should better keep my opinions about the software to myself; they serve no purpose whatsoever.  In general, even the 14.x version of the software still works in most situations.  

The more complete removal / installation procedure certainly won't fix everything; for some it is a good starting point to reduce variables.

Perhaps another Expert will have an answer that suits your situation.

For those reading:

HP Printer & All-in-One Products - Communication Error Messages Are Displayed on the PC and Printout...

@ShlomiL  Fix for recent bi-directional print failure?  Thanks in Advance for words of wisdom.

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.