Printer connected over wifi but not printing

[del330]

The printer is connected over wifi ok, it can scan with no problems, but I've just come to try to print a microsoft word document and it does nothing every time I click print. Any ideas on how to fix this, as it did work the last time i printed which was just over a month ago. I've updated windows since then, so not sure if that has made any difference. 

[TEJ1602]

@del330, Welcome to HP Support Community!

This could be an issue with the printer settings or the installed drivers. Follow the steps below to isolate and resolve the issue-

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printing/scanning issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, 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”

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.

Use this link to download and install the new driver. Configure the printer and try printing.

Assign manual IP to the printer

The steps on how to set a manual IP address can be found here.

For the DNS servers please use 8.8.8.8 for the Manual Preferred DNS Server and 8.8.4.4 for the Alternate DNS server. These are Google’s public DNS servers

If the issue persists, try adding a TCP/IP port.

1. Print a Network Configuration Report from the Printer Settings or Wireless menu.
2. Right-click your printer, select Printer Properties, click the Ports tab and then click Add Port.
3. Select Standard TCP/IP Port, and then click New Port.
4. Follow the instructions to add a new port using the information listed on the Network Configuration Report.
5. Try printing.

If you still have issues, try the Windows built-in drivers. Follow the steps below:

•   Uninstall the printer drivers. Go to Control Panel - Devices and Printers - Click on "Add printer" and follow the on-screen instructions.

•   When the page prompts for the drivers, select "Windows update". The driver list will be updated.

•   Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help.

Please click “Accepted 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!

[del330]

Hi, 

Thanks for your reply, I have tried uninstalling the software, however I keep getting an error message come up, same thing happened when I tried to run the scan doctor. 

The error message states the following: 

Call to DriverPackageUninstall returned error 5 package

C:\windows\System32\DriverStore\FireRepository\hpwia_dj3630.inf_amd64_053b3cb6af31927e\hpwia_dj3630.inf':

A caller of DriverPackageInstall muyst be a member of the Administrators group to install a driver package.

It mentions there that I need to be an administrator to install the drivers, I am already the administrator for this laptop and have always been. I've never had this sort of issue before. 

Any ideas what I can do now?

[TEJ1602]

@del330

I found a similar post with the same error- https://h30434.www3.hp.com/t5/Printer-Software-and-Drivers/driverpackageuninstall-returned-error-5-f...

You can try the steps and let me know if that helps.

Please click “Accepted 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!