error 0xc0000005 after upgrading to windows 10

[Linda124]

After upgrading to Windows 10, I can scan and fax, but cannot print.  I receive an error 0xc0000005 message.  However, because it is wireless, my husband can print to the same printer from his Gateway laptop without any problem.  Anyone have any idea how to fix?

[Drakster]

Hi @Linda124,

Welcome to the HP Support Forums!

I understand that you're unable to print to you're HP 6500 E709n Printer. I would like to assist you with this.

We need to uninstall and reinstall  the software. I believe the print driver got corrupted when you upgraded to Windows 10. 

If using USB, disconnect the USB Cable from your printer and computer before proceeding.

Step 1: Remove Driver:

1. Click on your Start button

2. Just type Programs and Features. If a search doesn't automatically start, you may need to type Programs and Features in the 'Ask me Anything' box.

3. Click Programs and Features to launch the window.

4. In Programs and Features, a list of programs installed on your computer will populate. Please scroll down the list and look for your HP Officejet 6500 E709n. If you see your HP Laserjet listed, click it and choose Uninstall.

5. Please follow any onscreen prompts to complete the uninstall. Once the uninstall has completed successfully please close Programs and Features.

6. Next, click on your Start menu again

7. This time type Devices

8. Click Devices and Printers to launch the window.

9. In Devices and Printers look for your HP Officejet 6500 E709n. If you see if please right click on it and choose 'Remove' or 'Delete'

10. Once your HP Laserjet is no longer showing in Devices and Printers please click on any device under the Printers list once just to highlight it. Click Print Server Properties at the top

11. Click on the Drivers tab

12. Look for your HP Officejet 6500 E709n driver. If listed, please click on it and choose Remove

13. Select Remove Driver Only

14. Select OK

15. Click Apply and OK under the Print Server Properties window.

16. Close Devices and Printers. Please proceed to the next step.

Step 2: Clear Temp Files:

1. Click on your Start menu

2. Type Run. Click Run to launch the Run dialogue box.

3. Type %temp% in the Run box and click OK

4. When the Temp folder opens, select Ctrl + A at the same time on your keyboard.Everything in this folder will now highlight.

5. Select the 'delete' button on your keyboard. The Temp folder contains temporary internet files. No actual files or folders on your computer will be affected by deleting the Temp files. Should a Temp file still be used than you will automatically get the pop up to 'skip' that item.

6. Close the Temp folder once it is emptied

7. Right click the Recycling Bin on your desktop and select Empty Recycling Bin. Please proceed to the next step.

Step 3: Install Device:

1. Please click here to download the HP Full Feature Software and Driver package
2. Once downloaded please follow the onscreen prompts to install your printer
3. Avoid plugging in the USB Cable until the installer prompts you to or configure a wireless printer

Once the installation is complete, please test printing and scanning.

Source posted by my colleague X-23.

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. Good Luck! 🙂

[Linda124]

Drakster

Thanks for your assistance.  I had already downloaded the latest software and driver via HP Assistant prior to posting.  ANy suggestions as to what I can try next.  It has to be a setting on my computer since I can print from my husband's laptop, don't you agree?

[Drakster]

Hi @Linda124,

Thanks for getting back to me.

As I mentioned earlier, I believe that the print driver got corrupted when you upgraded to Windows 10.  I understand you have reinstalled it a few times, however we need to clean up your system and download a fresh copy.

Have you follow the steps I provided? Uninstall the HP print driver, delete the printer from Print Server Properties. clear temp files and download a fresh copy of the HP Full Feature Software and Driver package. 

Once the installation is complete, please test printing and scanning.

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. Good Luck! 🙂

[Linda124]

Drakster

Ok....I have uninstalled and re-installed everything via your link and I get the same 0xc0000005 message.  I am frustrated!

Thank you for trying.  Any other suggstions?

[Drakster]

Hi @Linda124,

You may have a corrupted user profile.

Please create a new user profile and before copying anything from one profile to another. Click here to download the HP Full Feature Software and Driver package. Do not use a previously downloaded copy.

Once the installation is complete, please test printing and scanning.

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. Good Luck! 🙂

[Linda124]

Drakster,

Before creating a new profile, I went back and made sure I followed every step correctly in the first message from you.  I realized there were two drivers in the print server properties.  One was deleted, the other WILL NOT remove.  I keep getting the same message "Unable to remove HP Officejet 6500 E709n series x 64, type 3-User mode driver.  The specified driver is currently in use."

The printer is now disconnected from A/C, ethernet cable, and computer.  Do you think this may be the corrupot drive that will not delete?

---

 

[Linda124]

I certainly seem to be a problem child!  I successfully deleted printer/drivers/etc. and re-installed this morning.  The printer is now responding to my computer, but there is no print on the paper.  It sounds like it is working but the paper from the printer is blank.   I have checked for HP updates and the message is my drivers and software are all up-to-date.  What has happened now?

[Drakster]

HI @Linda124,

Thanks for getting back to me.

In my first post, I mentioned that the likely cause is due to corruption.

I see that you were able to remove the and reinstall the drivers, but when printing it comes out blank.

Have you tried printing a test page from the printer to make sure that it is printing correctly standalone?

HP Officejet 6500 (E709a) and 6500 Wireless (E709n) All-in-One Printers - Printing a Self-Test Report

What program are you printing from? Please, try printing from Notepad or Paint.

Otherwise, I would follow the same steps to remove it and reinstall again. Ensuring that you download a fresh copy of the HP Full Feature Software and Drivers again.

If you have any further concerns, please feel free to contact me. Thank You.

[NAR3]

I have the exact same problem with my HP office jet 6500.  I've followed all the steps and am wondering if the file to be downloaded in step 3 is the same for my printer.  Please help.  I downloaded Windows 10 about 6 weeks ago and my printer stopped printing 4 weeks ago.  It can scan but does not spit out anything when printing.  Sometimes my computer tells me I am not connected to a computer.  I get the same error message as mentioned above.  I took my printer to a relatives house and printed using their computer, so I know the problem is my computer.