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Honor Student
Posts: 2
Member Since: ‎06-14-2018
Message 1 of 4 (85 Views)

Office Jet Pro will not print from Windows since Win 10 April update

Product Name: OfficeJet Pro 7720 wide format
Operating System: Microsoft Windows 10 (64-bit)

Hi everyone. Following the recent Win10 update neither of my Officejet Printers would work from Windows devices although no problems with Android.

 

Although my 7720 is only 6 months old, it looks as though it isnt on the HP list as tested for update, so I regressed to previoius version of Win 10. My old Officejet 6820 now works OK but not the 7720. HP Print and Scan Doctor It shows a "device status" error.

 

I have done all the normal things, removing 7720 from devices, deleting driverse etc butnow it's saying no driver exists, though I've loaded from the HP site and tried from the Disk that came with the printer.

 

Any ideas please. I'm not a tecky.

 

 

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0 Kudos
Provost
Posts: 10,338
Member Since: ‎01-11-2011
Message 2 of 4 (52 Views)

Re: Office Jet Pro will not print from Windows since Win 10 April update

Hi

Thanks for using the HP Forums.

Can you try this:

* *Note that if there are other printers installed, these will need to be reinstalled after this.

Step 1. Uninstall the HP Software from your PC.

Please follow the steps provided to uninstall the printer software in the link: Uninstalling the Printer Software (Windows)
https://support.hp.com/in-en/document/c02259020

Also, please follow the steps provided below to completely remove the printer software from printer properties.
Steps to remove printer driver files from Print Server Properties:

Step 2. Open the Print Server Properties dialog window by doing one of the following:
• Click the Start menu and in the search field type 'printui /s /t2' (without the quotes), and then press Enter or click it in the search list.
• Press WINDOWS-R on the keyboard to bring up the Run window, type in 'printui /s /t2' (without the quotes), and then press Enter or click OK.
• From the Start menu or the Start screen:
• Open Devices and Printers.
• Select any printer and then click "Print server properties" at the top of the window.
• Click on the Drivers tab.

Step 3. Backup your registry before making any registry changes, the following resource will show you how:
https://support.hp.com/in-en/document/c03485724

Step 4. Update the registry using the Reg file below
Note: this will change some printer related policies for your PC):
https://www.dropbox.com/s/avbv56zdgwv7600/kernel.reg?dl=1

Step 5. Right click the Start menu and select Run.
Type Services.msc and press OK.
Locate and stop the Print Spooler service

Step 6. Browse to c:\Windows\System32\spool\drivers.
Rename W32X86 to W32x86.old
Rename x64 to x64.old
Note: if any of these folders fail to rename reboot your PC and then Continue following the steps starting from Step 4.

Step 7. Restart PC.

Step 8. Finally, reinstall the HP Software.

Hope that helps!

I am an HP Employee
Although I am speaking for myself and not for HP.
Please click “Kudos Thumbs up” as an encouragement and “Accept as solution” if this has helped solved your problem.
Honor Student
Posts: 2
Member Since: ‎06-14-2018
Message 3 of 4 (44 Views)

Re: Office Jet Pro will not print from Windows since Win 10 April update

Thanks so much  Provost  for your response which I have printed off... YES on the offending printer, which after trying everything a number of times, finally burst into life. I'm not sre which stab in the semi darkness solved the problem, At one time I got a message "The Active Directory Services is Unavailable" but I ignored it and started again!

 

I also found that whilst it wouldn't print from Word it would print from the browser.

 

Anyway it's OK just now so I'm leaving well alone. Thanks for instructions which are pinned to the noticeboard just in case..

Provost
Posts: 10,338
Member Since: ‎01-11-2011
Message 4 of 4 (35 Views)

Re: Office Jet Pro will not print from Windows since Win 10 April update

Hi @RMPhillimore,

Glad to hear that your issue is resolved and all is working well now.

Have a nice day!

I am an HP Employee
Although I am speaking for myself and not for HP.
Please click “Kudos Thumbs up” as an encouragement and “Accept as solution” if this has helped solved your problem.
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation