Changed Router and Modem and can't print to Printer using Word, PDF, etc.

[CarlosL8]

Operating System: Windows 10 (64-bit) from HP Desktop

Printer #1: HP OfficeJet Pro 9018 (Costco Edition)

Printer #2: Cannon MX870

ISP: Optimum cable modem 300 Mbps

Old Modem/Router (From Optimum): Altice model UBC1326

New Modem: Arris Surfboard model TM3402

New Router: TP-Link | Deco model AXE5300 Tri-Band Mesh Wi-Fi 6E

Notes/Assumptions:

• New Router 6 GHz band is disabled from any device connectivity as this is strictly used for backhauling other satellites. 2.5 and 5 GHz bands are used for all device connectivity.
• My HP Desktop has a wireless card and can successively connect to the new router when prompted; Otherwise, the desktop is wired to the new modem.
• HP Desktop must be manually connected to the new router, in order for Printer #1 to be “Ready” for printing and not have a “Offline” status when using programs such as MS Word, Excel, Adobe, etc.
• Printer #1 has successfully connected to the new Router wirelessly.
• Printer #2 is wirelessly connected to new Router and wired to HP Desktop.
• When cell phone is connected to the new router, I have successfully printed wirelessly to Printer #1.
• I have manually removed Printer #1 from “Printers and Devices” and added as a new device to reset device parameters.
• I have manually removed HP Smart, HP Scan Doctor, etc. from “Add or Remove Programs”, at least three times, and re-installed HP Smart, HP Scan Doctor, etc. each time.
• I manually ran HP Scan Doctor on Printer #1 several times, have corrected all issues, and have received green lights within all parameters (i.e. drivers, ink, etc.) and have been successful in printing “Test Page” wirelessly to Printer #1 from HP Desktop.
• Printer #1 Network Page Report indicates IPv4 is connected with Internet; IPv6 is not connected and No Internet.
• Within the settings portion of HP Smart, I have manually connected HP desktop to Printer #1 to 2.5 GHz band only, 5 GHz band only, and 2.5 and 5 GHz band with no success in printing from MS Word, Excel, Adobe.

Issue:

• Printer #1 cannot print any documents within MS Word, Excel, Adobe , etc.
  1. When HP Desktop tries to print to Printer #1, MS Word prompts a message stating, “Word can’t print due to a problem with the printer setup.”
  2. I have googled the MS Word message and tried to resolve this through the following video: https://www.youtube.com/watch?v=VAvmSvwU6UA … This is very similar to many recommended solutions for this Word error message, but I was unsuccessful in resolving the printing issue.
• Printer #2 can print from MS Word, but not Adobe.

Description:

Please let me know if there is any other detailed information that is required, to help provide any recommended solutions in resolving my issues. In the end, I just want to be able to print from my HP desktop to Printer #1 using MS Word, Excel, and even Adobe pdf products without any error message.

** I am not an expert by any means when it comes to computers. However, I’ve been trying to read thoroughly on the subject matter and trying to resolve this issue, which hasn’t been easy. If you can provide any suggestions, I’d appreciate any broken-down language on steps to take in “novice-based” language as that would be best for me to understand what to do. Otherwise, I’m going to spend more time googling definitions of words that relate to networking/IT which would just confuse the issue more.

Thank you in advance for any help!

Carlos

[sandytechy20]

@CarlosL8

Welcome to the HP support community.

I understand that you are unable to print,I am glad to assist you.

This seems to be a driver issue.

Did you uninstall the printer driver from the root level before installing the new driver?

If not, follow these steps:-

Perform root level uninstallation to remove all the printer related software's.

• 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.
• Remove all instances of the same.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers. 
• Restart the PC again.

Download and install the printer using the HP Smart app

Click here to download

Update the printer firmware to install the latest updates

Here are the steps:- Click here

Keep me posted.

 If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers. 

[CarlosL8]

@Sandytechy20

I apologize for the delayed response as I was not sent any notifications of a response to my post and was not checking this forum due to the holidays. However, I do appreciate the quick response and guidance.

I have followed all of your steps below, which is similar to the steps I took stated within my original post. Some of the items are not exactly the same wording on my OS - such as "Programs and Features" for Windows 10 is "Apps & Features" or "Add or Remove Programs" - Regardless, I went to both areas and followed your recommended steps.

Unfortunately, after completing all of the steps from your post and receiving a message that the printer firmware is up to date, I proceed to try to print a PDF from Adobe. I continue to have a window pop up indicating, "The document could not be printed." I proceeded to Click "OK" which prompt another window stating, "An error occurred while printing the document". Finally I clicked "OK", closed the PDF, and tried several other PDF's with the same results.

Furthermore, I have tried printing a MS Word document to the HP printer which was unsuccessful. When trying to print, a window popped up indicating, "Word can't print due to a problem with the printer setup". Again, I tried several other MS docs and was unsuccessful with the same error message.

Please let me know if there is any other recommendations based on these issues. Thank you in advance for all of your patience and guidance in trying to resolve this matter.

[CarlosL8]

@Sandytechy20

I have been digging into forums and reddit and was reading a discussion based on IP Addresses.

Based on my original post, I've described that my PC communicated with the Old Modem/Router from optimum to print to both Printer #1 and #2. This was successful in printing both .doc, .docx, .pdf, etc. However, I have remove the Old Modem/Router and purchased/installed a New Modem and New Router (separate devices and not a combined unit) with model numbers and manufacturer described found within the original post.

Could it be that both Printer #1 and #2 have updated Firmware's, but there is an IP Address issue where the Old Modem/Router is still registered to the same Printer #1 and #2 causing the error? Basically, I would need to confirm the IP Address from the new Modem and Router is registered to both printers to ensure they are communicating properly and not trying to work under the old modem/router that is no longer installed and being used?

The forums I was reading suggested to manually check the IP Addresses and if its still working off of the old modem/router than to update each printer manually with the new modem and router installed.

I do not know how to check the current IP Address from each printer, nor do I know how to update them correctly. If you believe this could be a solution and know how to update each printer with the new modem and router IP Addresses, can you please help provide step-by-step guidance to implement this?

Again, thank you in advance for all of your help!

CarlosL8

[sandytechy20]

@CarlosL8

This might require one on one interaction to fix the issue.

I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

Cheers.