unable to print

[Heather-001]

My daughter’s laptop stopped printing documents but I am able to print a WiFi signal test from it. I’ve tried everything I know but I’m lost at this point. Any suggestions??

[Dragon-Fur]

@Heather-001 

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@Heather-001 wrote:

My daughter’s laptop stopped printing documents but I am able to print a WiFi signal test from it. I’ve tried everything I know but I’m lost at this point. Any suggestions??

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Well, we can try - not having any idea what kind of Operating System and version is on your daughter's computer is a major obstacle to us giving any meaningful advice.  We also don't know what you have tried - we are likely to step on what you have already done.  Smiling.

The following is for recent versions of Windows (not Chrome OS and not Mac OS):

First thing to try is this version of the Doctor.

Download the exe file onto the daughter's computer and execute.

HPPSdr.exe

Information / version file

HPPSdr.xml

• If you are seeing any error messages and can describe any of the symptoms,  please let us know what you are seeing.

• Knowing which printer software the daughter's computer is using would be helpful.  For example, as two main choices in Windows, there is the HP Smart for Windows application and the Full Feature Software / Print and Scan Driver

• Not sure about a "wi-fi signal test" - do you refer to the Printer Status Report or the Network Configuration Page?
• What do the Print Quality Diagnostics report?

 Printing Self-Test Pages

References

HP Smart for Windows

HP Smart is an application available from the Windows Store.

Learn how to use HP Smart on your Windows 10 computer.

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

OR

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

NOTE:  Website includes the HP Smart software for Windows and Mobile devices, plus an FAQ section to assist with questions / issues

Reference and Resources – (More) Places to find help, solve problems, and learn how to use your Printer

Printer Homepage – “Things that are your printer”

NOTE:  Content depends on device type and Operating System

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

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

HP ENVY Photo 7100 All-in-One Printer series

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[Heather-001]

Thank you for the quick reply. Didn’t intend to be so vague. I know it is windows 10 but there were waaaay more choices than I realized when I first composed question. I update the scan doctor app and it said I have a serious issue because neither the test print nor the internal print worked. At first there was an error saying driver not available. Was able to get it to work that day a few weeks ago then it stopped again. Yesterday it said offline but was able to remove the printer and add back but now just says error in print queue. A message pops up sometimes saying “scan to pc app disconnected”. I think the WiFi test was something specific to testing the printer because I had restarted it but it’s odd that I can send that command and it work but not internal print test. Also, the scan doctor said it fixed the ports. I tried the virtual agent and went through everything up to the point I had to do something with the spooling I believe. I honestly don’t remember after hours of trying. 

[Heather-001]

I will try again to get specifics for you from your reply but wanted to give you more information as soon as I could. 

[Dragon-Fur]

@Heather-001 

You are welcome.

There is a lot of information in this message - read over what you think you need, ignore what does not make sense, try what you can do, and let me know what has happened.

Starting...

Try Restarting printer, computer, and the router on your network,

For testing, at least, switch off (and leave off for now) other devices that are on the network (TV, phones, iPads, etc).

You don't have to leave everything switched off forever, just consider doing so for a few minutes while you track down and try to fix the printer software on your daughter's computer.

Best >>> Make sure that the printer is plugged into a wall socket as opposed to a battery backup or surge protector.  Although inkjet printers are not as fussy about power as are Laser printers, the "wall socket" connection is recommended and is certainly a good idea when testing and / or you are having weird "other" problems. 

NOTE:  If your power is generally prone to going out, dropping voltage, or having other severe power line problems, then certainly disregard - better to have the printer safe on battery back or surge protector than it is to have the printer plugged into the wall.

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

OK - for the offline issue, be sure to use this Doctor version:

Download the exe file onto the daughter's computer and execute.

HPPSdr.exe

Information / version file

HPPSdr.xml

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

You can also check / assign the TCP/IP port manually - this is one of the more likely steps to help with Offline issues:

If you have installation, offline, or port issues, assign a TCP/IP port for the printer.

Example:

1. 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 > icon view > Devices and Printers > Right-Click on the printer > 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)

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

The "ScanToPCActivationApp" message is only important if you need to stand at the printer and click Scan.

If you are able / willing to use Scan software on the computer (HP Scan from the Full Feature Software / Printer Assistant icon on the Desktop named for the printer OR HP Smart for Windows), then you need not worry about the "ScanToPCActivationApp" message.

If you do not need / use the ScanToPCActivationApp, you can switch off the notification that pops up on Windows.

Method - Switch OFF ScanToPCActivationApp Notification

• Windows key > Settings > Personalization (Background, lock screen, colors
• TaskBar > Scroll down to Notification Area > Select which icons appear on the taskbar
• Set OFF Always show all icons in the notification area (Allows notifications to be edited)
• Scroll down
• Switch OFF ScanToPCActivationApp
• If desired, Set ON   Always show all icons in the notification area

Regardless, ScanToPCActivationApp won't work until / unless everything else is happy, so for the moment, this is a non-event.  If the message continues to bug you, switch off the notification and deal with it later.

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

Driver not Installing - Vague, weird, troubles with installation...

If the Full Feature Software continues to refuse to fully install - or if the software appears to install properly and then you get the dreaded and irritating "Driver not available" message, it might be that the normal uninstallation does not pry every bit of the old (existing) printer software off the computer.  Normally, this "not quite everything cleanup" does not matter.  Sometimes, though, when there are other things going on, it helps to have all of "everything" removed before reinstalling the software.

Next time you uninstall, follow the "All the bits" sections - check and remove every shred of printer software, including the bits in the user's account.

Read through the information - don't be scared of it.  Most of this you know and have seen before...

Heather,

NOTE:  I posted the location of your Full Feature Software in my original Post.

Here again:   Full Feature Software / Print and Scan Driver

1. First:  Read through the information to better understand your options.
2. Consider starting Start at the "All the bits" section for the Uninstall.
3. Read and follow the uninstall instructions, including the removal of leftover device entries and any printer software in the user account.

1. Install a fresh copy of the printer software.  Remember to read-and-heed the message regarding a possible different location of the printer software installation package ("Important - Things are Changing").

1. Restart the computer and log in

Clean Remove and Reload Printer Software

Preparation and Important Information

NOTE:   There is less here than it appears - most of what is included are things you already know and have done or seen before.

Windows Updates

Before you install / reinstall printer software, do check and run Windows Updates.  Even if Windows Updates appears to have caused trouble in the past, it is always possible rerunning Updates again can resolve odd issues (for example, printer not recognized).

(How to) Create Restore Point

Before making any changes to your system, always create a Restore Point!

Stop all programs:  Browsers, games, Applications, etc.

Control Panel > icon view > System > System Protection > 

Click (Highlight) your main disk (C) > Select Create a Restore Point

OR

(As available)

Create a restore point now for the drives that have system protection turned on

Create

The Print and Scan Doctor

Trouble?  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

Wait!

Having offline, installation, or odd connection issues?

Consider trying this version of the Doctor first:

HPPSdr.exe

Information / version file

HPPSdr.xml

HP Smart – The “Smart” New Printer Application for Windows 10

Looking for the HP Smart Application for Windows 10?

Getting “smarter” all the time, the HP Smart App provides all the print environment and setup you need to use your printer.

1.  Add your printer to your network.
2. Download and Install HP Smart for Windows.

How-to

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)

Windows key > All Apps > scroll down to category H > click on HP Smart

Optional: Right-Click on the application to Pin to Start and / or Pin to Taskbar

Reminder:  For best results, after installing, be sure to log into the HP Smart app.

NOTE

If you have trouble with HP Smart, it can be uninstalled from Windows Start > All Apps > scroll down, find and Right-Click on HP Smart > Uninstall.  A new copy of the application can be downloaded / installed from the Windows Store.

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.

Oddities and Contributions

Issue:  Missing EWS Options for Printer - HP Smart for Mobile (might be relevant to HP Smart for Windows)

Solution:  Reset printer to network defaults > Add printer back into network > “Forget” and then re-add the printer back into HP Smart Mobile Application.

Thread: HP Smart app Advanced Settings (EWS) option missing from HP Smart mobile apps w/OJ Pro 9020

IMPORTANT – Things are changing

Not every printer offers the Full Feature Software as a direct download

1. If available, use the Easy Start method to install your software:  During the installation, select the Full Feature Software (full driver) when the option to select the software is presented. The name of the “full driver” might vary by printer model.  For example, the software might be called “Full Solution Software” or simply “Full Driver”.
2. Some printers now offer (and use) the HP Smart for Windows as the main printing application.  If offered, the application might be listed on the Software and Drivers web page as "Get the App"
3. After the software is installed, Restart the computer and log in

And / Or

The download location and name for the driver software might have changed

The Basics – Short and Sweet - Reinstall Full Feature Software

Choose this option when everything is generally OK and you (just) want to remove and reinstall the 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
• After the software is installed, Restart the computer and log in

+++++++++++++++++++++++++++++++++++++++++

OR

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

“Not Working” – Software does not work, won’t install, or things are generally “stuck in the mud”

Things to Know

NOTE

This procedure does not address File System errors in Windows 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 sequences.

• Procedure includes optional “extra bits” clear and clean steps to assist with “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.

(Start)

** 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

If any devices are removed, 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

If any devices are removed, Restart the computer and log in

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

Reminder: 

• HP Smart for Windows is an application - it is found in Settings > Apps > Apps and Features
• Manage / uninstall HP Smart for Windows in Apps and Features
• There is unlikely any "HP Smart printer software bits" from the application in your AppData folder.

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 you selected to install only the HP Smart Application (optional where available), you are done - Restart the computer.

OR

• 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 (only) provide the "Easy Start" install method. When applicable, the Easy Start installation might normally be found in the Software and Drivers website support page > Category Software Utility
• Your printer might offer the HP Smart Application - look for "Get the App" on the Software and Drivers web page.  Note that you can install both the HP Smart Application and the Full Feature Software.

• Within Easy Start, you will be given the opportunity to install the software that is available for the printer. 
  • 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 (possibly subcategory Software-Utility) in your printer Support Website  
• Download-and-Save the Full Feature Software / Print and Scan Driver and Accessories 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”
• After the software is installed, Restart the computer and log in

NOTES

• If you use the Easy Start method, select the Full Feature Software (full driver) when the option to select the software is presented. The name of the “full driver” might vary by printer model.  For example, the software might be called “Full Solution Software”.
• After the full driver / print and scan 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 Support Website 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

Reminders

• Firmware is normally updated after the printer software is installed / functional.
• Firmware does not have to be updated if you change computers.
• Firmware does not have to be updated when you reinstall the printer Software.

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

Installation - 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)

(Finish)

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