OfficeJet Pro K8600DN. Win 10 refuses to see duplex unit

[SteveLong]

The printer is connected to an HP/Compaq 6300 PC running Win 10. It prints happily single sided but Windows always responds with the message 'The Document has been configured to print using the Automatic Two-Sided Printing module but the module is not installed in the device. The document will be printed one-sided'. The Duplex unit IS installed in the printer and has been working quite happily for many years under both WIndows XP and Windows 7 (albeit using a different computer). I have tried removing the printer and all its files, downloading a fresh complete HP driver system (OJ_SF_K8600_140_408-4.exe), reinstalling  without sucess. The printer properties show the duplexer as 'installed'. Any ideas? (other than throwing the printer away and buying a new one!)

[MarcelusWallace]

Hello, and welcome to the HP Community @SteveLong,

I understand you are experiencing some issues when trying to do two-sided printing(duplexing) on your HP Officejet Pro K8600dn. I will be happy to help.

Here is a link to a document with instructions and tips on how to use the two-sided printing accessory.

HP Officejet Pro K5300, K5400, and K8600 Printer Series - Using the Two-Sided Printing Accessory (Du...

If you are still getting the error message that the duplexer is not installed, try reinstalling hte duplexer unit. This information is available on page 10 of the User Manual.

To install the duplexer
1. Push the buttons on the rear access panel and remove the panel from the device.
2. Slide the duplexer into the device until the unit locks into place. Do not press the buttons on either side of the duplexer when installing the unit; use them only for removing the unit from the device.

Once the duplexer is reinstalled, print a self-test diagnostic page to ensure the printer recognises the duplexer unit.

To print the self-test diagnostic page
• Toolbox (Windows): Click the Services tab, and then click Print Self-Test Diagnostic Page.
• HP Printer Utility (Mac OS): Click Device Information from the Information and Support panel, and then click Print Configuration Page.
• Embedded Web server: Click Settings tab, click Reports in the left pane, select Self-Test Report from the drop-down list, and then click the Apply button.

Please try out these steps and let me know if you are able to two-sided print.

If this helps, show appreciation for my reply by hitting the “thumbs up” below, or click the "Accept as Solution" button if I have helped you reach a solution.

I hope this helps. Have a great day.

[SteveLong]

Hi, didn't help at all I'm afraid. The duplexer works a dream when the printer is connected to my old Win 7 laptop but Win 10 on my desktop still says that the duplexer isn't installed. I've tried removing and refitting the duplexer, Device Settings in the printer properties still show the duplexer installed but cannot print duplex from Word or WordPerfect. Either the HP Driver is faulty in that it doesn't fully work with Win 10 or Windows itself is causing the problem - I suspect that it's Windows

[MarcelusWallace]

Hi @SteveLong,

Thank-you for getting back to me.

Here is another link with some troubleshooting solutions: Lost duplex printing in windows 10.

Try out the steps in the post by dansdaduk, and let me know the results.

If this helps, show appreciation for my reply by hitting the “thumbs up” below, or click the "Accept as Solution" button if I have helped you reach a solution.

I hope this helps. Have a great day.

[SteveLong]

Nah! Dansdaduk pointed me to the printer properties which shows the duplexer as installed.  Still you cannot print two-sided. What's more, Windows states (each time you try to print) that the printer is configured for  two-sided printing but since the duplexer isn't installed it will only print single-sided; when I agree to print single-sided the whole thing freezes and prints nothing.

I have partially solved the problem by e-mailing my Word documents to myself, receiving the email on my old Win 7 laptop and printing directly (via USB) from that - the duplexer works, nothing hangs, all is sweetness and light and a pain-in-the-a***. Thank goodness that my old 16-bit laptop is too inferior to allow Win 10 to load onto it.

PLEASE HP, get together with Microsoft and sort this sort of thing out!

[MarcelusWallace]

Hi @SteveLong,

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact.

Additionally, keep in mind not to publicly post serial numbers and case details.
If you are unfamiliar with how the Forum's private message capability works, this post has instructions

Regards, 

[SteveLong]

not heard from anyone in the last fortnight - do HP actually care about their customers?

[SteveLong · Accepted solution]

Have now heard from HP Technical Support who tell me:

"I have to inform you that the printer that you are currently using is only supports
operating systems up to Windows Vista. Therefore, in order to use this printer the solution
would be to install another Operating System, an older one, such as Windows Vista, Windows XP,
Windows NT or Windows 2000"

Not even the Windows 7 it is running on!

My original conclusion was correct, HP don't give a stuff.

Thank you all for you help, I shall now look at other manuafacturers for my printing needs