No printing in windows, HP smart app works ok

[NoFix]

Until a few weeks ago, this printer worked ok. I could print directly from various programs, such as word, adobe acrobat, outlook.

Suddenly, nothing printed. I have tried everything: HP Print doctor (ran at least 5 times), re-installed the printer, re-installed the HP printing software, the drivers, everything.

I downloaded the HP Smart app and to my surprise, I can print using this app. The big issue is that his app only prints PDFs, which is very cumbersome if you want a spreadsheet to be printed. Scanning using the program sometimes works and sometimes I get a "cannot find the printer" message. 

My printer is connected via WiFi and via USB but sometimes I get an error message that there is a problem with the USB connection

When I open the HP Officejet Pro 8710 program and go to "See what's printing" I see a new print job appearing for a split second, after which it disappears, but nothing is printed. I have restarted the printer spooler but this did not solve the problem.

Please help as I am at the end of my wits, solving this annoying issue.

Thanks

[Barachiel]

@NoFix

Good Day. A warm welcome to the HP community. I reviewed the case regarding issues with printing. I will be delighted to assist you here.

Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 😉

Even though you tried re-installing the drivers, I recommend you delete the driver and root level and retry, follow the steps below: 

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 done, follow this link https://hp.care/2GU09zt and install the full feature driver software. 🙂

This should do the trick for you.Please perform all these steps patiently as it is critical to resolving the issue.

The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂

Hope this helps. Let me know how it goes. 😉

[NoFix]

Thanks. I followed all your instructions but still no prints. 

I can scan, using the HP Officejet Pro0 8710 app but when I print, the printjob flashes in the "see what's printing" menu but nothing actually gets printed. So, I ran the printdoctor again, which did not fid any fault and a testpage was printed normally. 

What else can we try?

[DavidSMP]

@NoFix,

Thanks for this update and it is wonderful to have you back. Your patience and efforts are immensely appreciated. You've displayed amazing technical flair, great resilience and a terrific temperament to try and resolve the issue, Kudos to you for that. 🙂 As @Barachiel is out for the day, I am responding on his behalf.

For now, please try these steps to perform a root level uninstallation and reinstallation of the printer drivers:

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, in control panel and select any printer listed there and you will get some options on the top.
• Click on print server properties.
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box,
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again.

• Then create a new user account as an administrator  from this link: https://hp.care/2rZfJBC

Log into the new user account after restarting your computer.

Then download the latest full feature driver from   https://hp.care/2GU09zt  and install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

This should fix the issue.

• If this does not do the trick, please download the Windows Built-in drivers by following instructions from this link: https://hp.care/2o3acvH

There is an associated YouTube video on how to do it. This should do the trick.

• If the issue continues, then install the Basic drivers from this link: https://hp.care/2ErHi0F

Download and install these drivers: HP OfficeJet Pro 8710 All-in-One Printer series Basic Driver.

This should fix the issue.

Please perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

[NoFix]

Hi, I have painstakeingly followed all the steps and tried all proposed solutions but the problem still perists: I can only print PDFs from the (very poor) HP Smart app, printing from any other program does not work.

I hope you may have some other solutions to try, before I have to return my printer to the shop.

Thanks!

[Barachiel]

@NoFix,

Thank you for responding,

It's great to have you back 😉

Follow this document https://support.hp.com/us-en/document/c04372450  and perform the steps in order. 🙂

The document is for windows 8 but you could try the steps in the given order. 🙂

Also give permissions to C:\Windows\System32\spool

PRINTERS folder and give full permissions to the printer entry in Devices and Printers.

Let me know how that pans out

I hope you have a good day ahead,

And Feel free to ask any other queries as  well,

Considering, this forum has some of the best people in the world available and ready to help. 😉

[NoFix]

The page you linked to indeed describes the problem I encounter but the solution does not work. When trying to rename HPBXPSRENDER.DLL I get an error message. See attached print screen. I am logged in as administrator

What to do now?

[DavidSMP]

@NoFix,

I read this update. Welcome back. Your efforts are greatly appreciated.

Please backup your important files and perform a Microsoft push-button reset of Windows 10 from this link:https://hp.care/2toQrBj

Then download the printer full feature software and drivers from the HP support site the links to which have been given in my earlier post.

This should do the trick for you. If the issue continues, please contact HP phone support for further assistance as they will provide you with assistance in real time and take control of your computer also if that is required.

HP Technical Support can be reached by clicking on the following link: https://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!