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HP Easy Start; Software installed/device connected. Activation error "Unable to connect"

HP Recommended
HP Office Jet Pro 8710
Microsoft Windows 10 (64-bit)

Re-installing software on computer. Using HP Easy Start complete the setup process and indicated that "Software was installed and device was connected". Program then jumped to internet for the activation step........error came back "Unable to connect. Connection to internet was not found or has been lost. Please check the connection and click retry."

Without going through the activation step there the printer won't work, "Driver is unavailable" is message in Settings/Devices screen.

Also tried through HP Smart

Network and internet are both on line and working which is how I downloaded HP Easy Start and drivers. Can even print a test page on the printer

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HP Support Agent
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@TomW3, Welcome to HP Support Community!

 

This could be due to the connectivity or the drivers installed. Let us try to isolate and resolve the issue-

 

You may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

 

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

 

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

 

Assign manual IP to the printer

The steps on how to set a manual IP address can be found here.

For the DNS servers please use 8.8.8.8 for the Manual Preferred DNS Server and 8.8.4.4 for the Alternate DNS server. These are Google’s public DNS servers

 

If the issue persists, I recommend you delete the driver and root level and retry, follow the steps below: 

  

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”

8). Click on the “Drivers” tab 

9) Look for the 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.

 

Use this link to download and install the new driver. Configure the printer.

 

Add a TCP/IP port.

  1. Print a Network Configuration Report from the Printer Settings or Wireless menu.
  2. Right-click your printer, select Printer Properties, click the Ports tab, and then click Add Port.
  3. Select Standard TCP/IP Port, and then click New Port.
  4. Follow the instructions to add a new port using the information listed on the Network Configuration Report.
  5. Try printing.

Hope this helps! Keep me posted. 

 

Please click “Accepted 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!

TEJ1602
I am an HP Employee

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Spent 4 hours going through the procedures below and following other troubleshoot procedures from HP. Did a factory reset on the printer. Uninstalled and reloaded software 8-10 times in different orders. Used HP Smart, used 123.hp.com without them finding printer that was identified in the Printers and Scanners screen. Installed just the basic drivers off the HP Customer Support - Software and Driver Downloads which worked every time saying that the software is installed and the device is connected....but then it errors out on the activation step...saying that the internet connection was not found or lost.  IN the devie drivers screen of my computer it shows that the drivers are in place but not signed off or approved by use from vendor. My Printers and Scanner scree shows that the printer is there but "Driver not available". The printer is also showing up Bluetooth and other Devises screen with the same error.      I've had this same problem in the past with this printer but eventually was able to get past the Activation step.      Not good, a lot of wasted time trying to get drivers that have been downloaded activated for use.....  One last chance to fix this one before it goes to the trash bin. Your help is appreciated.

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@TomW3

 

Have you tried adding the TCP/IP port?

 

Keep me posted.

TEJ1602
I am an HP Employee

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I cannot open the printer properties tab.   Error message below printer name still No driver Available.

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@TomW3

 

Create a new user account on your computer and try installing the drivers-

 

1. Tap the Windows icon.

2. Select Settings.

3. Tap Accounts.

4. Select Family & other users.

5. Tap "Add someone else to this PC."

6. Select "I don't have this person's sign-in information."

7. Select "Add a user without a Microsoft account."

8. Enter a username, type the account's password twice, enter a clue and select Next.

9. Tap the Windows icon.

10. Select the User icon at the upper left corner of the Start menu.

11. Select the new user. You'll then sign into your account with your password from step 8.

 

Use this link to download and install the new driver. Configure the printer and try printing.

 

Hope this helps! Keep me posted. 

 

Please click “Accepted 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!

TEJ1602
I am an HP Employee

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Did not work. Removed all drivers and started fresh. Downloaded drivers again and came up with same error.....Driver is  unavailable. One thing to note...every time I open up the printer icon in the Printers and Scanners  window the printer shows as a scanner. One of the options is to load scanner drivers

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@TomW3

 

This further requires remote assistance.

 

Please reach out to the HP Support in your region for further course of action.

 

Hope this helps!

 

Please click “Accepted 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!

TEJ1602
I am an HP Employee

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