The printer couldn't print?

[phineus]

Ive recently changed my router (to BT Halo 2) and I normally use my printer wirelessly.

However, when I tried to print something today I receive the windows error message "the printer couldn't print".

The printer itself is OK as I have printed a test page directly. I've reinstalled the printer drivers and confirmed all the protocols of the wireless connection at the printer.

At the BT Halo webpage all wireless settings seem to be in order.

I've also ran the HP print doctor, this goes through all the tests, then when I select print a test page I get the same error again. I have even updated windows 10 and tried temporarily disabling the firewall, but all attempts to solve this problem have failed. Can anyone help? Thanks, Phineus

[Betty0610 · Accepted solution]

@phineus

Welcome to the HP Support Community.

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[phineus]

Thanks for your help Betty0610 and sorry for the delay.

I didn't receive an immediate response here, but I did from the same question posted on the BT community forum. It had a number of us confused, but eventually I fixed the problem.  I'm not sure how I did it, then when I read your response it seems I did more or less what you advised. After deleting all drivers and HP apps, and reinstalling, I believe there must have been some residual data left behind from my old router/system - possibly in the registry.

Anyway, its working now, and I have saved your solution to try should this problem ever occur again.

Regards, Phineus