Windows can't see printer but sees scanner

[jimct1]

Basic issue is when I try to print in Win10 nothing prints, the job is in the print queue but just sits there.  MY printer doesn't appear under 'This PC' but there are two devices in Devices and Scanners, both are HP971D15, one says 'Scan only DO NOT DELETE) the other says (HPEnvy Photo 6200 Series, Default, Offline). I have confirmed that 'Use printer offline' is not ticked.

I run P&SD it sees two products installed(there's only one physical device). The Scan Only device shows the same IP address that appears on the printer window. The other device, shows a MAC address but this is different from that shown on the printer. 

So, imho, the issue isn't so much the printer is offline it's that Win10 can't see it as it's looking at the wrong MAC address?

I tried to insert an image here it doesn't seem to be allowed.

[Jay_G24 · Accepted solution]

Hi @jimct1,

I'd like to help!

 Let's try and uninstall the printer software from the root level on your PC and install the full feature printer software.

--->In Windows, search for and open Programs and Features.

--->Select your HP printer.

--->Select Uninstall.

--->In Windows, search for and open Devices and Printers.

--->In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”

--->Open up the run command with the "Windows Key + R" key combo.

--->Type printui.exe /s and click OK.

--->Click on the Drivers tab.

--->Look for HP Printer driver. If you see it click on it and click remove at the bottom.

--->Select OK.

--->Select Apply and OK on the Print Server Properties windows.

--->Close Devices and Printers.

And then reinstall the printer full-featured drivers from software and drivers page 

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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

[jimct1]

Hi Jay, this error is now resolved and I've accepted the solution and given you the thumbs up.

However I couldn't fully complete your instructions ......

Used Programs and Features to uninstall everything that began ‘HP’

Removed the printer and the scanner from Devices and Printers.

Ran printui.exe /s and selected remove the printer package rather than just the printer. But got this message

--------------------

The following package(s) cannot be deleted:

hpygid24_v4.inf (x64)

This package contains the following driver(s) that are in use:

HP ENVY Photo 6200 series PCL-3; This driver is used on:

   HP971D15 (HP ENVY Photo 6200 series)

The following driver(s) cannot be deleted:

Driver HP ENVY Photo 6200 series PCL-3 (x64) is in use. It is used on:

    HP971D15 (HP ENVY Photo 6200 series)

-----------------------

Rechecked Devices and Printers – no HP printers in there, only Microsoft print to PDS, Microsoft XPS Document writer and One Note for Windows 10.

Tried to delete the driver only and got a similar message

------------------------

“Unable to remove HP ENVY Photo 6200 series PCL-3, x64, Type 4 – User Mode driver. The specified printer driver is currently in use.

----------------------

Rebooted the laptop and reran printui.exe /s – got same errors as above.

The only other thing I then did was set the Printer Spooler service to Automatic.

Anyway, it's working so I'm now a happy chappy.

[Jay_G24]

Try the below steps to remove the drivers -

First, unplug the USB cable from the printer if present.

• Go to Control panel – Programs and feature – Select all the HP printer entries and uninstall them.
  • Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
  • Restart your computer.
  • Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.
  • Once in device manager, click on the view tab in the top & choose “Show hidden devices”.
  • Then from the device manager list, check the entries under “Printer” – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device". 
  • Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says “Unknown device”.
  • Once done, close device-manger. Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go running window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
  • Once done you can try cleaning out your temporary files and cached files. You can try using automated applications like some cleaner software's that you can download from the internet.
  • Now restart your computer again.
  • Open the Run window again, type “services.msc” and press ok to get services window.
  • Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.
  • Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.
  • Repeat the same exercise on “Function Discovery Resource Publication” as well
  • Windows image acquisition stop and restart the service 

Reinstall the drivers from the software and drivers page 

Hope this helps, keep me posted.