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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎04-14-2017 09:59 AM

HP Recommended
Product: HP Officejet Pro 6830
Operating System: Microsoft Windows 10 (64-bit)

I installed this printer on this PC last year & and worked OK. Recently, I stopped being able to scan from it. The HP software could "see" the printer (it reported its IP address and ink level), but scanning and printing both failed. I ran the useless "print doctor" app, but it did not find or resolve the problem. PC is directly connected to router, printer connects over WiFi. I have another Win 10 PC (directly attached to the same router/network) that is able to scan & print. I have tried the following (so, please don't suggest again):

- restart printer (including unplugging)

- reboot PC

- reboot router

- disable firewall

- uninstall/re-install HP 6830 Software

- install drivers HP 990c (suggested on another similar post)

- verified printer is attached to correct WiFi network (both on printer, and because another PC on same network can print/scan)

 

When I install, it sees the printer (in the "Printers found on the network" list, with correct IP address and MAC address), but then the next step fails - reports "The printer was unable to be installed over the network" (tried with and without firewall enabled, same result)

3 REPLIES 3

‎04-14-2017 10:50 AM

HP Recommended

Hi,

Thanks for using the HP Forums.

Can you try this Uninstaller from Microsoft and then reinstall the FULL feature software again?

https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed...

Hope that helps!

I am an HP Employee. Although I am speaking for myself and not for HP.
Click Helpful = Yes to say Thank You.
Question / Concern Answered, Click "Accept as Solution"

‎04-14-2017 11:44 AM

HP Recommended

No, did not help. I uninstalled all HP software using that utility, then reboot PC, then re-installed HP 6830 software (downloaded from HP site yesterday). Same problem. I ran wireshark during the install. I can see the printer sending occasion "announcement" broadcasts, and my PC sending TCP requests to the printer, but the printer does not respond. See image (192.168.1.3 is my PC; 192.168.1.20 is the printer) There is one set of messages from the printer to my PC; but that is it, and install fails.WirsharkInstall.PNG

‎04-14-2017 11:47 AM

HP Recommended

Hi,

 

Not sure why it's blocking.  Consider USB connectivity?

 

Thanks.

I am an HP Employee. Although I am speaking for myself and not for HP.
Click Helpful = Yes to say Thank You.
Question / Concern Answered, Click "Accept as Solution"
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