Printer preferences: exception code 0xe06d7363

[HermPack]

dear Raj1788, I have the same problem with printing, in my case a HP Envy 5640, this same exception code. My printer worked fine for 2 years, but then HP suggested an update of the driver. So I installed it a couple of weeks ago. After that I still can scan and copy but printing or changing settings does not work anymore. I too used the HP Print and Scan Doctor, that suggested to reinstall the software of the printer, so I did following all requested procedures. This did not solve the problem, and Print and Scan Doctor says it cannot solve this problem anymore. So I too am stuck thanks to the help of HP. 

Although I believe your tag claiming you are an employee of HP, I got more and more irritated by your standard reactions to Carole, as you don't seem to reed her explanations and questions and only react on certain tag words in a message with a seemingly automated reply.

This is my experience with HP for many years. As the quality of the hardware is still outstanding, HP printers are attractive, but for the software and help in case of a problem, HP is achieving way less than customers would expect. 

By the way, it has occurred to me that problems arise not too long after the end of a guarantee period, but I'm not sure. This rises my suspicion that HP works with planned obsolescence. As the company pretends to strive to sustainable production methods, this would be quite a scandal. If anyone could react to this, I would be glad to read. Although this seems to be off topic and deserves a thorough investigation in a specific topic. 

@Raj; So my reaction is not primarily meant as feedback to you, as you probably won't be payed for reading and personal feedback, so you can't help. My reaction is to warn anyone with this or other HP printer software problem: be careful with help suggestions coming from HP and especially with Print&Scan Doctor, as it is not able to solve software bugs and discompatibilities with Win updates, only helps within the proper working of the HP software in original state. 

@Carole: probably you can find and download the lost printer drivers. You probably found this MS support page: https://answers.microsoft.com/en-us/windows/forum/windows_10-hardware/how-to-add-or-reinstall-the-mi...

[Carole_R]

Dear HermPack: Thank you for taking the time to put into words your own reaction to the mostly irrelevant replies I kept receiving from Raj1788.

Before I came on this forum, I had tried HP's chat support feature. The agent at the other end wanted me to grant him permission to take remote control of my computer so he could fix the problem. I explained I was not willing to do that and asked him to simply walk me through the various steps I needed to take. After a bit of back-and-forth where he kept insisting that HP respects my privacy and I kept saying no, thank you, just please tell me what to do, I lost the chat connection. When I tried to connect again, I was informed by the system that I was first in line for a reply, but after waiting almost 30 minutes, I gave up. I had the distinct impression that my refusal to allow the agent to take control of my system led him to block me from another chat session.

I thought that by going with Raj1788's initial suggestion, I could at least pause the procedure when I had doubts so that I could ask questions. Obviously, I wasn't careful enough about trusting an HP employee. It has been my experience in the past with other tech support representatives that, just because they're employed by a given software or hardware manufacturer, that doesn't mean they know what they're talking about. Their knowledge is often limited to solving very basic issues and they have no idea that what they're recommending can have unintended, sometimes disastrous consequences on a user's individual system.

Thank you also for the link to the MS support page. You were right that I had already found it and was at least able to restore the Microsoft PDF virtual printer. I am at a complete loss, however, as to how to solve the problem I still have with my HP printer.

Good luck to us both.

Carole

[Raj1788]

@Carole_R

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 personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community. 

[Carole_R]

Hi, HermPack.

I'm wondering, five months on, if you were ever able to resolve your printing issue. I was! Just yesterday, quite by happenstance, I found the solution on the French side of the Community forum. I could easily translate it for you if you need.

Here is the link: https://h30478.www3.hp.com/t5/Imprimantes-Autres-demandes/mon-imprimante-n-imprime-pas-en-couleur/td....

It's the first solution, in the grey-shaded box. Good luck!

Carole

[Emtabares]

Hi there! I’m getting the same message on my freshly installed printer and I’ve been at it for hours with no solution. I’ve tried unplugging and uninstalling And then reinstalling the HP program and I can’t get my printer to work. It prints out the rest page and that is it. 🙁 please help!

[Betty0610]

@Emtabares

Welcome to the HP Support Community.

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue persists, let's 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!