unable to print.

[Lisa1471]

I cannot print. each time I get these Chinese/Japanese symbols??? I have uninstalled-installed the full HP Photosmart Software & drivers download, 4 times now & still the same. I've reset my laptop back to factory settings twice & downloaded the full package again & still the same. 

[asmita6658]

@Lisa1471

Greetings and Welcome to the HP Support Community. 

Appreciate you trying the steps. Don't worry, I'm here to help!

Let's try these steps -

Step 1 HP Print and Scan Doctor -

Click on this link to download and run HP Print and Scan Doctor  

Step 2 Re-install the printer drivers -

1) In the search box, type and open "Uninstall a Program". 
2) Look for HP Printer software. 
3) Right-click to uninstall. 
4) In the search box, type and open “Devices and printers”. 
5) In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”. 
6) Open 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 Once the software and drivers are removed. 
13) Restart the computer. 
14) Download and install the software and drivers from here.

If the issue still persists, download and install the built-in driver from this link.

Hope this helps!

Let me know how that goes.

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 ahead 🙂

[Lisa1471]

Hello Asmita

thank you for your help, but this did not work unfortunately.

it seems to be when I want to open an image with paint, so i'm going to reset my laptop to factory settings, again and see if that works.

thanks again

[asmita6658]

@Lisa1471

This could be an issue with the user account. Try creating a new user and install the printer drivers on it. This will help us isolate the issue -

1) Tap the Windows icon.
2) Select Settings.
3) Tap Accounts.
4) Select Family & other users.
5) Tap "Add someone else to this PC."
6) Select "I don't have this person's sign-in information."
7) Select "Add a user without a Microsoft account."
8) Enter a username, type the account's password twice, enter a clue and select Next.
9) Tap the Windows icon.
10) Select the User icon at the upper left corner of the Start menu.
11) Select the new user. You'll then sign into your account with your password from step 8.

[Lisa1471]

Hello Asmita. 

Thank you for trying to help, but i'm afraid this did not work either.

It really is strange, as the download and the printer works fine on my old laptop, which I've uninstalled & reinstalled the same way as i've done for my new laptop, (secondhand, which was reset to factory settings....4 times now), so I have no idea as to why it's not working.

perhaps it's the laptop, Toshiba, not liking the HP download??

any ideas would be greatly appreciated, although I am going to uninstall the HP printer and try a different one at the weekend.

Thank you again for your time.

[asmita6658]

@Lisa1471

You may try the built-in drivers - HP Printers - Installing and Using the Windows Built-in Print Driver

Thanks!