8720 printer not recognized

[Ernest74]

8720 has been working fine until yesterday. Went to print and it wouldn't. Windows doesn't see the printer.  I have rebooted the computer and the printer. The printer indicates it is connect to the network. Light is blue and signal strong. I have reinstalled softwear and also reset the printer still no luck. When I look at the availble connections on my computer I can see the 8720 listed but as a printer it doesn't recognize it. In addition I have the HP Smart app on my phone and it also can't see the printer.  So I don't know exactly what any of that means but if you do I'd appreciate any help. Thank you. 

[Jeet_singh · Accepted solution]

@Ernest74,

Welcome to HP Support Community,

Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

1. Download HP Print and Scan Doctor.

2. Run HPPSdr.exe from the download location on your computer.

3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.

   • If your printer in not in the list, turn it off and on, and then click Retry.

   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.

4. If a screen prompts you to turn on printer updates, click Yes.

5. If a screen prompts you to make your printer the default printer, click Yes.

6. Try to print. If the printer remains offline, continue to the next step.

If the issue persists, Let's Restore the printer to the network default: 

To restore the printer to the original network settings
1. From the printer control panel, touch or swipe down the tab at the top of the screen to open the
Dashboard, and then touch ( Setup ).
2. Touch Network Setup.
3. Touch Restore Network Settings.
A message appears stating that the network defaults will be restored.
4. Touch Yes.
5. Print the network configuration page and verify that the network settings have been reset.

Let’s start by performing a network power drain. Follow the steps below:

Turn off all the devices connected on your network including the PC, Smartphones, printer, modem (if present) and router. Make sure all the devices in the network are turned off / unplugged.
Wait for 2-3 minutes.
Now turn on the modem if present. Wait till all the lights are steady and idle.
Then turn on the router. Again wait for a couple of minutes so that the lights are all steady.
Then turn on the PC and other devices.

Run Wireless Setup Wizard: 

1. From the printer control panel, touch or swipe down the tab at the top of the screen to open the
Dashboard, and then touch (Wireless).
2. Touch ( Settings ).
3. Touch Wireless Settings.
4. Touch Wireless Setup Wizard or Wi-Fi Protected Setup.
5. Follow the display instructions to complete the setup.

Now go ahead and install the printer software: 

• Press “Windows key” + “r” to get the “Run” window.
• Type "services.msc" to get Services – Go to “Print spooler” – Right-click and “Stop” the service.
• Now again open "Run" - Type “spool” and ok - Go to PRINTERS folder - delete everything in that folder.
• Go to services again - Start the print spooler.
• Now check for issue resolution.
• If the issue persists, also try clean installing the printer drivers. Here are the steps:
• First, unplug the USB cable from the printer if present.
• Go to Control panel – Programs and feature – Select all the HP Officejet printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
• Please click here to download and install the software.
• In the connection type window, select “Wireless” and follow the on-screen instructions to complete the installation.

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!

[Ernest74]

Thank you for your help. That did the trick

[Jeet_singh]

@Ernest74,

I'm glad you got this issue sorted out.

Do visit our HP Forums and drop us a message anytime you need help.

Thank you 😀

[MCOMINS]

I followed the instructions and it still didn't work.  In my "Printers and Scanners" settings it says Driver is Unavailable.  I've tried clearing everything and reinstalling and following all of the instructions you outlined and it still doesn't work.

WIndows help suggests installing the driver in compatibility mode, but I can't figure out how to do that either.  Help please!

[Betty0610]

@MCOMINS

Welcome to the HP Support Community.

Let's try installing the built-in drivers: https://support.hp.com/in-en/document/c01796879

Let me know if this helps.

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

Thanks!