Printing issue

[BethM54]

My husband and I both have the same HP Envy laptops on windows 10. We print to the same HP Officejet Pro 8625 printer. His laptop will not print some email attachments and other items such as Amazon invoices, yet I can get them to print on mine. What settings can I check to allow him to print from his HP Envy laptop? I have already uninstalled and reinstalled the printer driver for the HP 8625 numerous times.

[Betty0610 · Accepted solution]

@BethM54

Welcome to the HP Support Community.

You may try a different web browser to print those email attachments.

If the issue persists, try these steps:

Are you using the HP Smart App on your PC? If not, you may try and install to see if that works: https://support.hp.com/in-en/document/c04675142. If yes, uninstall and reinstall it.

If the issue persists, try these steps:

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue still persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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” 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

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[BethM54]

Still not working. 

[Betty0610]

Did you try all the steps listed?

[BethM54]

Yes. I had most of them done several times before. I had not used the command line prompts until your support answer. I saw in the logs something that said it aborted a step as it felt there was an intruder. I am considering backing up his bookmarks, documents and pictures and reformatting his laptop. Would you recommend this?

[Betty0610]

If you try the steps that we gave, you do not have to worry about anything.

Let us know 🙂

[BethM54]

So what I asked  is I did the steps and it still doesn't print. Should I reformat his laptop?

[Betty0610]

I would suggest you try the Windows built-in drivers. Follow the steps below:

•    Go to Control Panel - Devices and printers - Click on "Add printer" and follow the on-screen instructions.

•    When the page prompts for the drivers, select "Windows update". The driver list will be updated.

•    Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[BethM54]

Ok after installing driver that way I have 2 instances of 8620 plus one instance of 8620 Net installed there. I am worried since I have tried to reinstall the driver so many times that the computer is confused. I will go to programs etc and uninstall all of them again but any help is totally appreciated here. 

Also the last time I installed I could not even get a printer test page which never happened before. I always was able to print a test page. 

Thanks Betty!

[Betty0610]

You can right click on one of the Printer names and delete it.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!