Can't install OfficeJet Pro 8620

[Robjohnlane]

I've been dealing with issues with my OfficeJet Pro 8620 for quite a while. I have mulitple PCs, and the printer will work on my laptops, but I couldn't get it to work with my desktop. After a reinstall of Windows 10 on my desktop, I decided to try and get the printer set up on it again. After the reinstall, I downloaded the software from the HP webiste and loaded it to the PC. Initially, the setup seemed to work, and I printed a test page to validate operation. Success!

The following day, when I loaded up my PC, it no longer recognized the printer. It was set up on the network wirelessly, so I checked the laptops, and the could both see the printer, and print to it. I went through the whole gamut of troubleshooting steps. Powering things down, uninstalling and reinstalling software, connecting the printer directly to the router, then to the PC with USB, setting static IP address through the wireless then wired interface. No matter what I did, I couldn't get the PC to recognize the printer (in Windows Printers and Devices, or in the HP setup software). I tried using the print and scan doctor, and HP smart using other setup instructions I'd found on the HP support forums, but I could never get the printer installed properly. Trying to load drivers manually, I would get driver not found, or an error saying the drivers weren't compatible with my system. 

After 2 days of troubleshooting, I found a forum saying that a specific Windows update was causing the issue. I Uninstalled Windows update KB4022405, rebooted, and I was able to load the printer. On Windows 10, this is a required security update, so the drivers for the printer need to be updated to be compatilble. Is this a known issue that's being addressed, or is it time to go purchase a new printer?

Below are several of the support forums I read, and following instructions on. None of them worked...

https://support.hp.com/bg-en/document/c05032099

https://h30434.www3.hp.com/t5/Inkjet-Printing/HP-Officejet-Pro-8620-connection-problem/td-p/5170198

https://h30434.www3.hp.com/t5/Printer-Software-and-Drivers/HP-Officejet-Pro-8620-Drivers-won-t-insta...

https://support.hp.com/us-en/document/c03755890

https://support.hp.com/in-en/document/c04655208

https://www.tenforums.com/drivers-hardware/49062-windows-10-hp-officejet-pro-8620-will-not-print-6.h...

https://h30434.www3.hp.com/t5/Printer-Software-and-Drivers/Officejet-Pro-8610-Drivers-For-Windows-10...

[DavidSMP]

Hi @Robjohnlane,

Good Day.  Thank you for posting your query in the HP community.  I read the post regarding assistance with printer installation. I will be delighted to assist you here.

Superb description and commendable diagnosis of the issue before posting. Kudos to you for that. 🙂

For better clarity and to assist you better I would require more information regarding this:

• Do you get any error messages while trying to install the printer software?
• Did you reinstall the Windows operating system using a retail version or using HP recovery media if it is an HP computer?

This looks like an issue with this specific computer as other devices work correctly with the printer.For now please try these steps:

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right-click on the Windows button to access device manager)
• Go to devices and printers, select any printer listed there and you will get some options on the top.
• Click on print server properties.
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box,
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again.

Then create a new user account as an administrator from this link: http://hp.care/2rZfJBC

Later login with the new user account.

Then download the latest full feature driver from http://hp.care/2hecs15 and install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

Then check if this fixes the issue.

You could also use the universal printer drivers which is the 990c driver to try and print from the printer.

• You can install the Deskjet 990c driver which would provide this capability. You could install this as follows: click Start, Control Panel, Printers and Faxes. Right Click on the HP Photosmart 8250Series, Properties, Advanced, New Driver, Next, select HP for the manufacturer and select HP Deskjet 990c as the printer, Next, Finish, Apply, General, (change the name back HP Photosmart 8250 Series or whatever you would like), OK.
• Then check if you can print.
• If you have difficulty to install the 990c printer driver follow the screenshots in this link: http://hp.care/2fZysfM and instead of selecting that printer when you come to the option HP Deskjet 990c, select that and install it. This should do the trick for you.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

[Robjohnlane]

David,

Thanks for the help.

Error messages while installing the printer would vary depending on the method. It could be that the printer could not be found on the network, printer isn't connected (when directly connected with USB), and drivers incompatible with OS when trying to manually install. I am not on an HP machine, and I used the Windows "reset this PC" function to roll back to a clean version of windows.

I tried the first steps with the Admin account (it's very similar to something I've already tried). I deleted as much HP software as I could from the programs and registry, but the printer still would fail when trying to find it over the network. Tried going directly through USB, but the printer wasn't recognized by the installation program. The craziest part is that if I can get the software to install, and Windows to recognize the printer (it will say driver error in programs and features at this point and I will be unable to print/scan) is that I can connect to the printer through the HP Web utility, and HP Smart can also see the printer and print a test page. 

I did have issues setting the printer up on the other PCs intially, but if I could time the Printers and Scanners search with the HP installation, I eventually got it to work. I believe part of the issue falls on the NIC in the printer iteself. If the printer screen isn't on (printer is in "sleep" mode I assume) I am unable to print to it over the network. Also, when the printer first "wakes up" it is unable to get a firmware status from the server.

I've gotten the HP universal drivers loaded, and now I am able to print, but I don't have the ability to scan 😞

I'm thinking I've spent enough time troubleshooting, and it's time for a new (non-HP) printer.

Thank you again for your time.

[DavidSMP]

Hi @Robjohnlane,

 reviewed the post. Thanks for the quick reply. You've done great here by displaying excellent attitude. commendable patience coupled with great technical abilities to try and get the issue resolved. Kudos to you for a job well done. 🙂 I was away on my weekend (not a Saturday or Sunday) and could not respond to your post right away. I am glad that you got the printer working with by installing the universal drivers.

For scanning issues please try either HP Scan and capture or HP Smart app.

• HP scan and capture link: http://hp.care/2fAFYxE it gives you the steps to download, install and use the app with FAQs. THis should do the trick for you.
• HP Smart app: http://hp.care/2t6hP6w this gives you instructions to download and use the app with FAQs.
• Both these apps can be used for scanning.

Trust me I've done all I can to assist you by keeping your best interest in mind. It has been an absolute privilege to share this platform with you and a fabulous experience. I thank you for giving me this opportunity.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a beautiful year ahead and stay healthy. 🙂

Cheers!