HP DJ 2130 won't print from MS Word 2016 on windows 7

[BrigitM]

I have a HP DJ 2130 that won't print from MS Word 2016 on my Windows 7 (64-bit) computer.

I have run the HP print and scan doctor which says everything is fine and printed a test page.  I am also able to print from the internet.  I just can't print from word.

I have tried a few solutions on the internet, but nothing has worked.

Any suggestions?

[Roopa-S]

@BrigitM

Welcome to HP Forums, 
This is a great place to get support, find answers and tips. Thank you for posting your query. I'll be more than glad to help you out 🙂 

To resolve the issue printing a word document try the steps suggested in the following document:  How to troubleshoot printing problems in Word

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!

[BrigitM]

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@Roopa-S wrote:

@BrigitM

Welcome to HP Forums, 
This is a great place to get support, find answers and tips. Thank you for posting your query. I'll be more than glad to help you out 🙂 

To resolve the issue printing a word document try the steps suggested in the following document:  How to troubleshoot printing problems in Word

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!

---

Thanks so much for your help, Roopa, but I still can't print 

[Roopa-S]

@BrigitM

Could you please let me know the steps you have tried so far so that I could assist you further.

Meanwhile, try uninstalling and reinstalling the printer driver.

Use the method below to remove all existing print drivers installed on your PC:
1.) In Windows, search for and open Programs and features
2.) Select your HP Printer
3.) Select Uninstall
4.) In Windows, search for and open Devices and printers
5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'
6.) Open up the run command with the "Windows key + R" key combo.
7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)
8.) Click on the "Drivers" tab
9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom
10.) Select Ok
11.) Select Apply and Ok on the Print Server Properties windows
12.) Close Devices and Printers
Once the drivers are removed, to download and install the software and driver : Click here

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!

[BrigitM]

Hi Roops,

Thanks again.  Still no luck  ... here is what I remember trying so far:- 

1. Turn off and switch on the printer after a few minutes.
2. Turn off and switch on the computer after a few minutes.
3. Try printing from web - successful.
4. Uninstalled any old devices.
5. Set the HP DJ 2130 as default.
6. Uninstalled driver software again and used disk setup, then uninstalled and installed from web (using full download- not just drivers)
7. I tried some word troubleshooting (I can't remember all, sorry).
8. Uninstalled and reinstalled word (in order to 'reset to factory settings').  
9. I changed the DNS settings on my computer (for VPN purposes) just days prior to word not printing and wondered (and doubted) if this might have caused the problem, so I set them back to the original settings, but as expected, that didn’t do anything.
10. Checked for more word related printing problems and one site instructed me to remove some registry HKEYs from the word directry. I created a restore point and went ahead and followed the instructions with all the related files. This certainly did seem to truly ‘reset’ word, but still did not fix the printing issue. 
11. I tried turning off bitdefender, that didn’t work as expected, but since it was giving me the s**ts I uninstalled it, tried printing again then installed Avast. After Avast did all it’s installing and trying up the system, I tried printing again.
12. Lastly, I tried your removal and reinstall instructions in you last comment. This took the DJ 2130 off completely, however I noticed that I still had another HP printer (Officejet Pro x576dw) listed, even though I thought I had uninstalled it.  I followed the same instructions to try to remove it properly.  It wasn’t listed in the ‘uninstall a program’ list, but it did show up everywhere else.  At step 9 I get the following popup message:-

The following package(s) can not be deleted:

hpcm450u.inf (x64)

This package contains the following driver(s) that are in use:

HP Officejet Pro X576dw MFP PCL 6; This driver is used on:

   HP Officejet Pro X576dw MFP PCL 6 (Network)

The following driver(s) can not be deleted:

Driver HP Officejet Pro X576dw MFP PCL 6 (x64) is in use. It is used on:

    HP Officejet Pro X576dw MFP PCL 6 (Network)

Could that be the problem?

Kind regards,

Brigit

[Roopa-S]

@BrigitM

That might be a problem. Restart your printer and try to remove the printer.

If issue persists, try the steps below:

Run the System File Checker tool (SFC.exe). For instruction: Click here

Try to remove the printer using Microsoft fix: Click here

Keep me posted.

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!

[BrigitM]

Okay, so I ran the System file checker and there were no issues to fix.  When I started the Program Intstall/Uninstall troubleshooter I was prompted to enter a 38 character product code.  Unfortunately I have no I idea how to find this.  None of the lables on the back of the printer or the serial number resemble what it is asking for.  Would you know where I could locate this number for the Officejet Pro x576dw?

Thankyou so very much for you patience.

[Roopa-S]

@BrigitM

After you clicked on uninstall, did you select Officejet Pro x576dw or not listed?

Refer to the image below. If you select the printer and click next, the printer will be uninstalled. 

If you select Not Listed, you will be asked to enter a 38 character product code.

[BrigitM]

Hi Roopa,

That's the problem.  The printer is not listed and I don't know what the 38 character product code is or where to find it..There isn't any that I can see on the lables on the back of the printer or on the serial lable.  Do you know where else I should be looking for this number?

Thanks again for the help.

[Roopa-S]

@BrigitM

If the printer is not available in that list, the printer driver should be deleted.

Reinstall the printer driver and try printing again.

Regarding the  38 character product code, please contact Microsoft.

If issue persists, add the printer from devices and printers: Click here

Keep me posted.