HP Officejet Pro 8500

[chrijohn]

This printer stopped printing black. Before I was able to toubleshoot the problem it sat around for at least 6 months after which it would not print any colors very well. I ordered new printheads, installed them. My ink cartridges are good. The printer currently prints alignment, test pages, etc. just fine. It works for copying, etc. However, it will not print from the above mentioned computer. It is part of a wireless network. The router sees it and the computer sees it. I can ping the printer address and it responds appropriately. I've completely uninstalled the software and reinstalled it at least twice. (The install finds the printer and the software appears to install without any errors.) When I attempt to print to it, the job does not even show up in the queue. When I run HP Print and Scan Doctor it finds the printer. When I choose the printer it asks if I want to Fix Printing or Fix Scanning. I choose Fix Printing. It says some issues were found and fixed. A green check mark shows up in front of all of the buttons listed expect Recommended Updates and Test Page, which is highlighted. It appears that after a period of time a green check marks shows up in front of Recommended Updates. (Not sure it always does.)  I've seen that once. It asks if I want to print a Test Page. I choose that and it does not print a test page and it never shows up in the queue either. It says that if it doesn't print to choose the No Print button. When I choose that I get a prompt to print an internal test page. When I choose that it prints a test page but never shows in the queue. It prompts if that test page printed - when I click Yes it say there's something wrong with the software and I must uninstall & reinstall the software. I've done that at least twice.

When I go to Settings/Devices/Printers and choose the printer & Manage and click Printer Properties I get the following error:

"Function address 0x8c6fda caused a protection fault. (exception code 0xc0000005) Some or all property page(s) may not be displayed." When I go to the Security tab all user/groups have the Print box checked. The group Everyone has access to Print so I wouldn't think protections should be a problem. I'm logged in as a user with Administrator privileges. it's seems like it may be a Windows/HP driver issue or a security issue but I haven't been able to figure it out. Any help will be greatly appreciated. I've put significant money into this printer to get it working again. Thanks.

[TEJ1602]

@chrijohn, Welcome to HP Support Community!

For print job disappearing from the queue, follow the steps below:

1. Right-click the Start button  or the lower left corner of the screen, click Search, and then type %windir%.

2. Double-click the System 32 folder, double-click the Spool folder, and then double-click the Drivers folder.

3. Double-click the x64 folder or the w32x86 folder, depending on your operating system, and then double-click the 3 folder.

4. Right-click the HPBXPSRENDER.DLL file, and then click Rename.

5. Delete the DLL suffix, type OLD in its place, and then press Enter. The file name now displays as HPBXPSRENDER.OLD.

6. When the "If you change the file name extension, the file might become unstable. Are you sure you want to change it?" message displays, click Yes.

7. Close the window.

Try Printing. 

Keep me posted for further assistance.

Cheers 🙂

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!

[chrijohn]

Sorry I was out of town for a couple days but am back on the problem. Thanks for responding to me. However the file you asked me to rename in not in the "3" folder in neither of the x64 or W32X86 folders. My computer is a 64 bit processor running Windows 10. What do do next? Thanks again for helping me.

[TEJ1602]

@chrijohn

Due to multiple uninstallation and reinstallation, there might be a conflict between the drivers.

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”

😎 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 uninstallation is complete, you can download and install the latest software from here.

Keep me posted.

Cheers 🙂

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!