HP OfficeJet Pro 8720 not Printing from Surface Pro 11

[DaveinK]

I have a new Surface Pro 11 with ARM processor.  I installed HP Smart from the MS Store and connected to my HP OfficeJet Pro 8720.  I can see the printer status and I can scan from the printer.  However, when I try to print, I get an error message.  I have tried printing from and Office 365 apps as well as running the HP Smart diagnostic.  The diagnostic goes well until I actually try to print and then I get an error message.  The HP OfficeJet Pro 8720 prints from my Surface Pro 8, so the printer can print.

[Gaya1239]

Hi @DaveinK ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand the issue might be related to compatibility or driver support for your Surface Pro 11 with the ARM processor. Here are a few steps you can try to resolve the issue:

Update Printer Drivers:

• Go to the HP Support website and search for drivers for the HP OfficeJet Pro 8720. Ensure you download and install the latest drivers compatible with Windows 11.

Install ARM-Compatible Software:

• Ensure that the HP Smart app you installed is compatible with ARM processors. Sometimes, applications may have issues running on ARM devices. You might want to check the HP website or forums to see if there’s an ARM-compatible version of the app or driver.

Use Windows Update:

• Make sure your Surface Pro 11 is fully updated. Go to Settings > Update & Security > Windows Update, and check for any pending updates. Windows updates can sometimes resolve compatibility issues with printers.

Check Print Settings:

• In the Printers & Scanners settings, remove and re-add the HP OfficeJet Pro 8720. Go to Settings > Devices > Printers & Scanners, select the printer, and then click Remove device. After removing, click Add a printer or scanner to add it back.

Test with Another App:

• Try printing from a different application to see if the issue persists. If you can print from other apps, the problem might be specific to the apps you initially used.

Run Troubleshooter:

• Run the built-in Windows troubleshooter for printers. Go to Settings > Update & Security > Troubleshoot > Additional troubleshooters, and select Printer to run the troubleshooter.

Check for Firmware Updates:

• Ensure that your HP OfficeJet Pro 8720 firmware is up to date. Check the HP website for any available firmware updates for your printer model.

Refer to this document:  HP OfficeJet Pro 8720 All-in-One Printer series - HP Support User manual 

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[DaveinK]

Hi Gaya1239,

I think I have done everything you have mentioned.  I downloaded HP Smart from the Microsoft Store and it appears to be up to date.  It says the HP OfficeJet Pro 8720 is up to date when I check.

I can print to the printer with my Surface Pro 8 as well as other device such an IPad.

I found something on an ARM version of HP Smart, but I do not see what I can do with the information as it appeared to apply only to a business network arrangement for printers.

I have reinstalled the printer.

On the Surface Pro 11 ARM I have tried to print from HP Smart, MS Office apps and Google apps.  This always ends with and error message and no printing.

The Surface Pro 11 is up to date according to Windows Update.

[Gaya1239]

Hi @DaveinK,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

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!

[DaveinK · Accepted solution]

Today (02Aug24) I ran the newly released 2024-07 Cumulative Update Preview for Windows 11 Version 24H2 for arm64-based Systems (KB5040529) on my Surface Pro 11.  This update seems to have fixed the printing issue.  I can now print on my HP OfficeJet Pro 8720 from the Windows Setting Test Page, the HP Smart app Diagnostic Test Print, as well as from MS Word.  Scan from HP Smart is still working.