Printer will print web based items but not word

[jewenger]

Hi

I have a HP Office Jet 4650 All in One printer on the Instant Ink Plan.  Earlier this evening it stopped printing documents from Microsoft Word.  I'm able to print items directly from the internet.  I have uninstalled and reinstalled the printer twice.  When using the internet and opening the printer system setup underneath the printer name it says that "This is a web service printer."  I have never seen that message and I have had the printer since August.  When I have Word open this message does not come up and it goes through the motions of printing but nothing comes out.  I have done the HP Print and Scan Doctor twice and it goes through until I tell it to print a test page.  When it goes to print the test page nothing comes out of the printer and then the Doctor freezes when I click NO Print.  

Thanks, 

Jane 

[MKazi]

@jewenger

Welcome to HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP OfficeJet 4650 All-in-One Printer and it able to print from the web and not from Microsoft Word. You have uninstalled and reinstalled the printer drivers and the issue persists. When using the internet and opening the printer system setup underneath the printer name it says that "This is a web service printer." But while trying to print from Microsoft Word, the message does not come up but the printer does not print either.  I appreciate the steps you have performed and have certainly done a good job.

I would like to know the following information to assist you better:

• Did any updates or software changes take place for the printer recently?
• Did you reinstall the printer drivers from the disk on through the HP website?
• Are you able to print from other applications like Notepad, Adobe, Microsoft paint, etc. (Not from online and not Word)? This way we can check if this is an issue with all applications or only Microsoft Word.

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Please check if you're logged into Microsoft Word. Towards the top right corner of the Microsoft Word window, it will show your name if you're logged in 
• Disable web services on your printer. This link will help to do that. 
• Disable UAC (User Account Control) in Windows as shown below:
• Open the Control Panel (icons view) and select User Accounts.
• Click on the Change User Account Control settings link.
  
• If prompted by UAC, click on Yes to continue.
• In the User Account Control settings, move the slider to the bottom (Never Notify).
  
• If prompted by UAC, click on Yes to continue.

Finally, if the issue persists then uninstall the drivers from the root level by following the below steps:

• 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 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.

You may download and install the drivers from this link. 

I sincerely hope this fixes the issue. Let me know. Cheers! 🙂