Printer preferences: exception code 0xe06d7363

[Carole_R]

I can't set my preferred defaults on my newly reinstalled HP ENVY 4516 printer. When I click on "Set prerences" in the printer's software or in the print screen of any of my programs, I get the following error message:

"Function address 0xaf0e5299 caused a protection fault. (exception code 0xe06d7363)  The application property sheet page(s) may not function properly."

As a result, the printer consistently prints in "Normal" quality instead of "Draft," thus wasting a lot of ink. Plus I can't print colours!

I would be extremely grateful for any help solving this.

[Raj1788]

@Carole_R

Welcome to the HP Support Community

To provide you with an accurate solution, I'll need a few more details:

Is the copy working fine?

Click on this link: https://support.hp.com/us-en/product/hp-envy-4510-all-in-one-printer-series/7588794/model/7815374/do... to update the firmware for the printer.

Restart the printer.

If the copy is working fine, Let's try to fix this issue by doing a clean install. 

Follow the steps mentioned below:

First, unplug the USB cable from the printer is present.

Go to Control panel - Programs and feature - Select your HP printer entries and uninstall them.

Now go to Control panel - Devices and printer - Select all the printer entries and remove the device.

Restart your computer.

Click the bottom-left Start button on the desktop, type device manager in the search box and tap Device Manager on the menu.

Once in device manager, click on the view tab in the top & choose "Show hidden devices".

Then from the device manager list, check the entries under "Printer" - If there are any entries, please right click and choose "uninstall" - In the confirm device un-install pop-up, make sure you select the box which says "Delete the driver software for this device".

Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. 

Delete any printer entry or any entry which says "Unknown device".

Once done, close device-manger. 

Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.

Under print server properties, go to drivers - remove any entry there as well. Again, go to Run window, type - "c:/programdata" - Go to Hewlett Packard folder, remove any printer related folders & files.

Once done you can try cleaning out your temporary files and cached files. 

You can try using automated applications like some cleaner software's that you can download from the internet.

Now restart your computer again. Open the Run window again, type "services.msc" and press ok to get services window. Scroll down to "Remote Procedure Call (RPC)" - right-click and go to properties. 

Make sure the service is started and startup type is "Automatic".

Now scroll up and go to "Function Discovery Provider Host" - right-click and select properties - Change the startup type to "manual" and start the service.

Repeat the same exercise on "Function Discovery Resource Publication" as well.

Then, click on this link: https://support.hp.com/in-en/drivers/selfservice/swdetails/hp-officejet-pro-6830-e-all-in-one-printe... to download and install the printer driver.

Try to print.

Keep me posted, how it goes!

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

Have a great day!

Cheers:)

[Carole_R]

Hi, Raj1788.

Thanks for responding to my cry for help.

I followed instructions to update the firmware: no update was needed.

The Copy function works fine.

After uninstalling all HP printer-related programs, no entries were left for my HP printer under Control Panel >> Devices and printers. I kept the four remaining virtual printers: Fax, Microsoft Print to PDF, Microsoft XPS Document Writer, and Send to OneNote2016.

I then restarted the computer.

In the Device Manager list for hidden devices, there were no "Printer" or "Imaging Devices" categories. The "Print Queues" category showed the above four virtual printers, plus one called Root Print Queue. I googled this last one and found it could be uninstalled, as it would automatically reinstall if and when needed. So I uninstalled it. Lo and behold, the whole "Print Queues" category disappeared. I checked the Control Panel again, and my four virtual printers are now gone. (I use Microsoft Print to PDF all the time, so I'm quite bummed about this.)

Nevertheless, I ran the "printui.exe /s" command and looked at the list of drivers under Print Server Properties. Entries related to the virtual printers mentioned above are displayed, plus a couple of "compatibility" drivers (please see screenshot below). I now hesitate to uninstall any of these, since I don't know how I can get back the virtual printers I want in addition to my HP printer.

I'm hoping you will tell me that I can continue the procedure you outlined and that everything will come back.

Fingers crossed!

Carole

Print Server Properties - Drivers

[Raj1788]

@Carole_R

Appreciate all your time and efforts

Keep me posted, How it goes!

Cheers:)

[Carole_R]

Hi, Raj1788.

I think you misunderstood my current dilemma.

I followed the procedure you outlined until I arrived at the list of drivers under Print Server Properties (this list is displayed when I run the "printui.exe /s" command). I'm not sure I can safely unsinstall these drivers. The reason I hesitate is that, before, when I uninstalled the "Root Print Queue" entry in the "Print Queues" category of the Device Manager list of hidden devices, I 'lost' my virtual printers, including Microsoft Print to PDF, which I use often. If I now uninstall the drivers for this and the other virtual printers, will I be able to get them back?

Please advise whether I should continue with the procedure. In other words, if I do continue to the end, will my virtual printers be restored as well as my HP printer?

Thank you.

Carole

[Raj1788]

@Carole_R

Thanks for the reply,

Yes, once you install the full feature drivers you can print from the all the application.

I suggest you follow the procedure to get the issue resolved.

Keep me posted

[Carole_R]

Hello, Raj.

Sorry for the delay: big work week.

Per your suggestion, I continued with the procedure from the "printui.exe /s" command, deleting the drivers listed under Print Server Properties. I was given a choice of deleting the drivers only or the driver packages. Unsure of what to do, I (mistakenly?) deleted the drivers only.

However, I am unable to delete the two compatibility drivers (x64 and x86). The following error message pops up: "Failed to remove driver Microsoft enhanced Point and Print compatibility, x64, Type 3 - User mode. The specified printer driver is currently in use." The fix I found online (restarting Print Spooler service) does not work for me.

I am at a loss as how to proceed. Should I just ignore those two drivers? And if I do, will I still get a "clean" reinstall of everything?

Please advise.

Carole

[Raj1788]

@Carole_R

Appreciate your time and efforts,

HP Print and Scan Doctor is a free tool for Windows to help resolve common printing and scanning problems, such as missing or corrupt print drivers, connectivity issues, firewall issues, scan error messages, printer offline, and print jobs stuck in the print queue.

Click on this link: https://support.hp.com/in-en/document/c03286146 to Download and run HP Print and Scan Doctor.

If the issue persists, try installing the drivers ignoring the other drivers, that should work.

Let me know How it goes!

Have a great day!

Cheers:)

[Carole_R]

HP Print and Scan Doctor was no help. The only printer it found was my ENVY 4516 printer, which it showed as "Not installed" and prompted me to install. Since your solution was to do a clean install (your post of January 23), it seemed to me this step would be counterproductive.

Per your latest instructions, I ignored the two Microsoft enhanced Point and Print compatibility drivers I was unable to delete under Print Server Properties and picked up the procedure you outlined at the "c:/programdata" command. After deleting the HP folder and all it contained, I cleaned out my temporary and cached files, then restarted my computer.

I went through the next three steps without any problem. However, the link you provided for downloading the printer driver took me to a download page for the HP Officejet Pro 6830 e-All-in-One Printer series. Surely this is wrong.

Assuming I was meant to get my printer driver from this page [https://support.hp.com/ca-en/drivers/selfservice/hp-envy-4510-all-in-one-printer-series/7588794/mode...] and since I had downloaded it previously, I went ahead and installed it.

The results:

After all that, I am getting the exact same error message as before when I try to set my printing preferences (screenshot below). And I still can't print colours. Nothing was solved.

If anything, I'm actually worse off now, because I've lost the 'Microsoft print to PDF' virtual printer. To say I am disappointed would be a huge understatement. What I am is angry. I should NEVER have followed your advice.

[Raj1788]

@Carole_R

I would personally suggest you contact our HP Support for one on one interaction further assistance. 

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp

Step 2. Sign in / sign in as a guest

Step 3. Enter the product number or select to auto detect

Step 4. Scroll down to "Still need help? Complete the form to select your contact options"

Step 5. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Keep me posted on further assistance. Hope that 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!

Have a great day ahead!