OfficeJet Pro 8610 won't print!

[Richard839]

I have run the latest Scan & Print Dr.  It goes through its tests, everything passes until I get to the Print a Test Page.  I have it try to print and nothing will print.  It has me print an Internal Test Page which does print. 

Then it says "There is a problem with your software that cannot be fixed by this tool.  Remove the software by clicking "Uninstall".  Reinstall the software with the product CD or by downloading the latest full software from HP Customer Care.

I have done the uninstall and reinstall as well, always the same problem.

[Richard839]

I wish it was that simple.  Others in the office are printing to the printer and I can, if I email the print job to the printer.  I just can't print direct.

[Spinner4000]

I'm seeing the same symptoms as Richard839:

-  Can scan and can view printer in status, etc., but cannot print.

The Print and Scan doctor:

-  Says "Recommended updates installed"

-  Cannot print a test page, can print an "Internal" test page

-  Then (as described by Richard839) says it cannot solve the problem and to uninstall and re-install

Also like Richard839, have done that, and no progress.

Additional:

-  The printer was previously working for me.

-  But I wanted the HP Scan feature, so I downloaded the latest HP driver suite and installed that.

-  And that''s when my problems started.

-  Have since removed the HP suite and installed the standard drivers that come with windows

-  But I cannot undo the problem

-  So possible cause is the problem came with the HP suite, but removing that hasn't removed something that came with it?

[Betty0610]

@Spinner4000

Welcome to the HP Support Community.

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Spinner4000]

@Betty0610

Thanks for responding.

Since posting, I followed up on the fact (as I describe above) that the issues came from installing the drivers from the location you are suggesting.

I restored the system to just prior to doing that, and all is once again working as it was.

I note that many users are reporting the same issue, suggesting there is common cause.

From my experience, that cause is the current HP driver suite for the 8610 on the HP support site.

I would therefore strongly recommend to anyone with a windows 10 system and 8610:

-  Avoid any temptation to believe the drivers here (i.e. on the HP website) are better in some way

-  Use the drivers as provided with windows 10, and you will not have these issues

[TEJ1602]

@Spinner4000

That's great! Happy to hear that.

Let me know if you need any further assistance.