hp officejet 8710 wont load drivers, contacted Microsoft they tried to help ,says to post here

[mkdaddy]

Hi there! Thank you for contacting us. My name is Srushti and I'm a Microsoft Ambassador. To maximize your support experience, please refrain from closing this browser on your end, and stay in front of the computer all the time.

For your security, avoid sharing sensitive information like product keys, passwords, and credit card information in this chat. I am sending you an email with a rejoin link that will lead you back to this conversation right away. Hello, Mack, nice to meet you. How may l assist you today?

srushti - 5/13/2024, 07:50 AM

Bot C1 said: I haven't received anything from you. Would you like to still get assistance?

Bot C1 said:

I haven't received anything from you. Would you like to still get assistance?

srushti - 5/13/2024, 07:51 AM

You said: good morning, My hp printer has quit working since the 23h2 update, computer says drivers unavailable, ive tried to reinstall them but that didnt help

CU

You said:

good morning, My hp printer has quit working since the 23h2 update, computer says drivers unavailable, ive tried to reinstall them but that didnt help

Customer - 5/13/2024, 07:51 AM

Bot C1 said: Please be rest assured I can totally understand how it feels regarding the issue you are facing. I will do my level best to resolve this as soon as possible by the end of this chat session. Let us work together as a team to fix an issue with printer. Before proceeding ahead, for security purpose, may I know your name, phone number and email address so I can create a case ID for you which helps you in future reference.

SR

Bot C1 said:

Please be rest assured I can totally understand how it feels regarding the issue you are facing. I will do my level best to resolve this as soon as possible by the end of this chat session. Let us work together as a team to fix an issue with printer.

Before proceeding ahead, for security purpose, may I know your name, phone number and email address so I can create a case ID for you which helps you in future reference.

srushti - 5/13/2024, 07:53 AM

You said: [Personal Information Removed] One or more links in the message.

CU

You said:

[Personal Information Removed]

Customer - 5/13/2024, 07:54 AM

Bot C1 said: I appreciate the information you've provided. Thank you. May I know if your Operating System is Windows 10 or 11?

SR

Bot C1 said:

I appreciate the information you've provided. Thank you.

May I know if your Operating System is Windows 10 or 11?

srushti - 5/13/2024, 07:55 AM

You said: I thought i could do a rool back of the update but it wont let me. windows 11

CU

You said:

I thought i could do a rool back of the update but it wont let me. windows 11

Customer - 5/13/2024, 07:55 AM

Bot C1 said: Perfect! May I know if you get any error code or error message?

SR

Bot C1 said:

Perfect! May I know if you get any error code or error message?

srushti - 5/13/2024, 07:56 AM

You said: I uninstall printer several times and used hp smart frome microsofts website and it still says drivers unavil no error message just wont print

CU

You said:

I uninstall printer several times and used hp smart frome microsofts website and it still says drivers unavil no error message just wont print

Customer - 5/13/2024, 07:57 AM

Bot C1 said: Alright! May I know are you connecting the printer through wired or wireless?

SR

Bot C1 said:

Alright! May I know are you connecting the printer through wired or wireless?

srushti - 5/13/2024, 07:58 AM

You said: when i try to print something there is no option for my hp printer, it is direct connect usb

CU

You said:

when i try to print something there is no option for my hp printer, it is direct connect usb

Customer - 5/13/2024, 08:00 AM

Bot C1 said: Alright! Since you've got me on the line, let me try checking with my resources that may help with the issue you are currently facing. Please allow me quick 2-3 minutes so that I can check the details. Your patience is appreciated.

SR

Bot C1 said:

Alright! Since you've got me on the line, let me try checking with my resources that may help with the issue you are currently facing. Please allow me quick 2-3 minutes so that I can check the details. Your patience is appreciated.

srushti - 5/13/2024, 08:00 AM

You said: thank you so much

CU

You said:

thank you so much

Customer - 5/13/2024, 08:01 AM

Bot C1 said: Thank you so much for your patience. I appreciate your patience while I work on this issue for you.

SR

Bot C1 said:

Thank you so much for your patience. I appreciate your patience while I work on this issue for you.

srushti - 5/13/2024, 08:05 AM

Bot C1 said: Would it be alright if I view your computer device screen via Microsoft's Quick assist tool, please?

Bot C1 said:

Would it be alright if I view your computer device screen via Microsoft's Quick assist tool, please?

srushti - 5/13/2024, 08:06 AM

You said: that will work, thank you

CU

You said:

that will work, thank you

Customer - 5/13/2024, 08:06 AM

You said: yes thank you

You said:

yes thank you

Customer - 5/13/2024, 08:06 AM

Bot C1 said: Remote Assistance Support from Microsoft allows a Microsoft support professional in another location to view your computer screen and work on your computer over a secured connection. While I will be connected to your device, you will also be able to control the keyboard and mouse. I will do my work and once my work is done then I will be out of your system then and there. We will use Quick Assist tool which is a secured remote channel used by Microsoft. This will allow us to view and control your computer for troubleshooting. Thank you. Before we get connected, I would request you to make a note of the following: 1. Before I take the access, I request you to close all your personal files and folders in your system as I am not authorized to view or access them 2. I request you to be seated in front of the system while I work on it. If you wish to leave, kindly let me know so that I can pause the session and once you’re back we shall resume it. 3. At anytime during the session, if you feel uncomfortable, you can end the screen sharing session by clicking on the X icon present in the Quick assist window. 4. For compliance purposes, I would request you not to disconnect the chat till the time we are on the remote session 5. Please note that if in case the device get’s restarted or the internet get’s disconnected I will no longer have the access of the device and we would have to remote it as the device is not connected to the internet. We would have to launch the Quick Assist complete process again.

SR

Bot C1 said:

Remote Assistance Support from Microsoft allows a Microsoft support professional in another location to view your computer screen and work on your computer over a secured connection. While I will be connected to your device, you will also be able to control the keyboard and mouse. I will do my work and once my work is done then I will be out of your system then and there.
We will use Quick Assist tool which is a secured remote channel used by Microsoft. This will allow us to view and control your computer for troubleshooting.

Thank you. Before we get connected, I would request you to make a note of the following:

1. Before I take the access, I request you to close all your personal files and folders in your system as I am not authorized to view or access them

2. I request you to be seated in front of the system while I work on it. If you wish to leave, kindly let me know so that I can pause the session and once you’re back we shall resume it.

3. At anytime during the session, if you feel uncomfortable, you can end the screen sharing session by clicking on the X icon present in the Quick assist window.

4. For compliance purposes, I would request you not to disconnect the chat till the time we are on the remote session

5. Please note that if in case the device get’s restarted or the internet get’s disconnected I will no longer have the access of the device and we would have to remote it as the device is not connected to the internet. We would have to launch the Quick Assist complete process again.

srushti - 5/13/2024, 08:07 AM

You said: ok

CU

You said:

ok

Customer - 5/13/2024, 08:07 AM

Bot C1 said: I would request you to kindly search the "Quick Assist" app in your start menu. Or, Please press Windows key + Ctrl key + Q key at the same time to launch the Quick Assist. Please let me know when it asks you for a 6-digit code.

SR

Bot C1 said:

I would request you to kindly search the "Quick Assist" app in your start menu.
Or,
Please press Windows key + Ctrl key + Q key at the same time to launch the Quick Assist. Please let me know when it asks you for a 6-digit code.

srushti - 5/13/2024, 08:08 AM

You said: ok

CU

You said:

ok

Customer - 5/13/2024, 08:08 AM

Bot C1 said: Here is the code: - 59BEK8

SR

Bot C1 said:

Here is the code: - 59BEK8

srushti - 5/13/2024, 08:09 AM

You said: got it

CU

You said:

got it

Customer - 5/13/2024, 08:09 AM

Bot C1 said: Thank you for granting the permission.  I am connected to your device now. I will be performing the troubleshooting steps, please pardon my silence while I work on the issue. I will create a restore point first. The System Restore point is used to reverse the system files, installed applications, Windows Registry, and system settings.

SR

Bot C1 said:

Thank you for granting the permission. 
I am connected to your device now. I will be performing the troubleshooting steps, please pardon my silence while I work on the issue.

I will create a restore point first.
The System Restore point is used to reverse the system files, installed applications, Windows Registry, and system settings.

srushti - 5/13/2024, 08:11 AM

Bot C1 said: [content removed]

Bot C1 said: [content removed]

srushti - 5/13/2024, 08:13 AM

Bot C1 said: Let me check the printer settings & configure it.

Bot C1 said:

Let me check the printer settings & configure it.

srushti - 5/13/2024, 08:13 AM

Bot C1 said: I'm going to update the drivers for you.

Bot C1 said:

I'm going to update the drivers for you.

srushti - 5/13/2024, 08:14 AM

Bot C1 said: Please unplug the printer.

Bot C1 said:

Please unplug the printer.

srushti - 5/13/2024, 08:17 AM

You said: ok

CU

You said:

ok

Customer - 5/13/2024, 08:17 AM

Bot C1 said: Then turn off & turn on the printer.

SR

Bot C1 said:

Then turn off & turn on the printer.

srushti - 5/13/2024, 08:17 AM

You said: printer unplugged and is now rebooting

CU

You said:

printer unplugged and is now rebooting

Customer - 5/13/2024, 08:18 AM

You said: ok its completed rebooting

You said:

ok its completed rebooting

Customer - 5/13/2024, 08:19 AM

Bot C1 said: Again connect the USB of printer to the PC.

SR

Bot C1 said:

Again connect the USB of printer to the PC.

srushti - 5/13/2024, 08:20 AM

Bot C1 said: We installing the drivers for you.

Bot C1 said:

We installing the drivers for you.

srushti - 5/13/2024, 08:23 AM

Bot C1 said: As, we have tried possible troubleshooting on your device. It seems there is an issue with he HP drivers that's why it is not installing on your device as well as the HP printer application is also not working for you.

Bot C1 said:

As, we have tried possible troubleshooting on your device. It seems there is an issue with he HP drivers that's why it is not installing on your device as well as the HP printer application is also not working for you.

srushti - 5/13/2024, 08:27 AM

Bot C1 said: In this situation, I would suggest you contact the HP support for the compatible drivers of your printer. They will install the drivers on your device as well as check the application for you.

Bot C1 said:

In this situation, I would suggest you contact the HP support for the compatible drivers of your printer. They will install the drivers on your device as well as check the application for you.

srushti - 5/13/2024, 08:28 AM

Bot C1 said: Also, you can show the chat transcript to them as proof that you already contact the Microsoft as well.

Bot C1 said:

Also, you can show the chat transcript to them as proof that you already contact the Microsoft as well.

srushti - 5/13/2024, 08:29 AM

My hp officejet 8710 printer wont load drivers, Can you help? Here is transcript from microdoft