Able to print test print page and pdf files; UNABLE to print any word/excel/office files

[Swanssong]

After brand new setup of ENVY 7640, I am unable to print from word or Excel, but AM ABLE to print any PDF file without any issue.  I am also able to scan documents.

Behavior

* The print output for pdf is almost immediate & error free.

* In MS Word, there's no error reported: clicking print does nothing and no file appears in the print queue.

* In Excel I get the error: 

My setup is as follows:

* Windows 10 Pro (version 10.0.10586 Build 10586

* ENVY 7640 (New)

* Wireless connection setup to local LAN (2.4 GHz)

* The wireless 7640 entry is the default printer.

* No active VPN connections

* PC WiFi connection to same LAN is active

I have tried:

* reinstalling the HP print software & drivers

* changing the printer connection to USB

* running HP Easy Start multiple times

* running print & scan Doctor multiple times

* Print pdf, then word, then pdf - in each case, the pdf doc prints perfectly.

* Running the windows 10 troubleshooter, but no problems are identified.

With everything that works, I assume that this is an Office issue, not a firewall issue?

Any solutions?

Thanks,

Gary

[8lives]

What version of Office are you running?

Any reason why you are running a old version of Windows 10?

[Swanssong]

Hi 8Lives,

* MS Office Pro 2016 (Version 1707)

* Windows 10 has recently been trying to 'Windows Update' to a newer version, but it's been failing lately & haven't had time to address.

I was logically assuming because pdf print (and everything else) works, that the windows version shouldn't(?) be the issue.

Gary

[8lives]

I would update Windows first & see if the problem gets resolved.

[Swanssong]

So, logically, I didn't think that an OS version upgrade would have done anything, but there was ALWAYS a small chance.

Unfortunately, the issue remains even with an upgraded Windows 10 Pro ver 1703 (Build 15063.540)

I tested I can still scan after the Windows upgrade as well as print any PDF document reliably.

HAS to be an Office issue.

The excel error message changed slightly - the "..on.. part is blank.

[Swanssong]

I take back what I said about it being an MS Office issue:  It may VERY WELL be an issue with the "HP Smart" software.  What's the chance some genius decided to put in a filter for the PDF selection to be forced and didn't realize it affected ALL print requests made from any other app?  Too likely, I'm guessing...

Here's an example:

https://h30434.www3.hp.com/t5/Inkjet-Printing/HP-Smart-not-so-smart-Only-Sees-PDF-files/td-p/6269528 

There are more on the microsoft support sites.

In my "HP Smart" app, when I select: "Print> Print Document", the selection window ONLY allows PDF documents.  Selecting docx results in an error.

At this point, this new printer has cost me about 5 hours in digging for solutions and re-installing.  The fact that there are multiple threads out there for this problem says HP can't fix this.  Who wants a printer that only prints PDF documents?

I think I'm headed toward a return and a purchase of a Brother Printer instead - 2 people in as many days have said 'no problem' with their Brother purchase.

Blows...

Gary

[8lives]

Thank you for the update, let me know if the Brother printer solves your problem.

8lives

[Swanssong · Accepted solution]

Being a stubborn SOB, I waited 1 more day and gave this a last chance (It would have been a major downer to return this printer).

I found the following link which mentioned changing the UAC:

https://h30434.www3.hp.com/t5/Inkjet-Printing/Solution-Can-t-print-Microsoft-Office-documents-or-pri...

That STILL didn't work, so I then came across this:

https://h30434.www3.hp.com/t5/Printers-Archive-Read-Only/HP7640-won-t-print-Word-Excel-and-PDF-docum...

1 sentence popped out "I have also added the printer to Security Centre DEVICE TRUST", so I thought I'd double check the security settings on the printer.  

SOLUTIONS

1.  I changed the security settings for the printer so that "manage" was also "selected" for each of the users/groups assigned to it.  (I left EVERYONE as "Print" only).

2.  I ran BOTH MS WORD and/or EXCEL "As Administrator" and tried printing after that.

So now it prints out MS WORD, EXCEL as well as the original PDF files.  

Way too many software re-installs and false leads on this issue - I hope someone can code a check that includes all the above - lot of hours wasted.

[8lives]

Glad you finally got the printer to work.

I have a question, did you install a fresh copy of Windows or just updated from 7 or 8?