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Printer is connected network but can't be added to my PC - add printer screen doesn't show printer

HP Recommended
HP OffficeJet Pro 8720
Microsoft Windows 7 (64-bit)

My printer was working well on my PC.  Then my husband added the printer to his MAC.  After he did this, the printer no longer worked on my PC even though printer Icon still appears on my desktop.  The printer is successfully connected to our personal network - no problems there.  But when I try to "add the printer" to my PC, the printer is not listed.  When I select "printer not listed" option on the "add a printer" screen, the printer is not listed there either.  Then the "add a printer" screen freezes up and the only way to unfreeze it is through Task Manager.  Also, when I try to reload the HP printer software, I get the option to do so.  However, when I hit the download button, nothing happens - no download screen either.  Any suggestions on how to get the printer back on my PC? 

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HP Support Agent
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HP Recommended

@PatCCat, Welcome to HP Support Community!


Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues. 

For more information, go to


Assign manual IP to the printer-

The steps on how to set a manual IP address can be found here.

For the DNS servers please use for the Manual Preferred DNS Server and for the Alternate DNS server. These are Google’s public DNS servers.


I recommend you delete the driver and root level and retry, follow the steps below: 


1) In Windows, search for and open Programs and features 

2) Select your HP Printer 

3) Select Uninstall 

4) In Windows, search for and open Devices and printers 

5) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 

6) Open up 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”

😎 Click on the “Drivers” tab 

9) Look for the 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.


Now, download and install the full-featured software from here.


Hope this helps! Keep me posted. 


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!

I am an HP Employee

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