Printer will will print from laptop but not desktop

[jimlee20]

The person originally had Office 2007 then installed Office 365.  The printer quit printing.  She removed office 365 and it still will not print.  I went in and removed add c++ files that were installed from Office 365.  I uninstalled and reinstalled the HP drivers and software.  I can read the rpint levels and status.  I can scan a document from the computer and save it.  I try to print a document and the computer shows it is doing it and removes it from the print queue but no printing.  

If I unplug the printer and plug it into a laptop the printer works fine.

It seems that Office 365 installed something incompatible with the "PRINT" drivers and I cannot find out what that may be.  I since connected a wireless Brother printer and have no problem printing to that printer.  Any ideas?

[Riddle_Decipher]

@jimlee20

Welcome to HP Forums, 

This is a great place to get support, find answers and tips, 

Thank you for posting your query, I'll be more than glad to help you out!

As I understand the printer works on the laptop but not on the desktop,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

• Did you reinstall the drivers/software from root level to avoid the issue?
• Have you considered using the Windows built-in drivers?

While you respond to that, here's what I recommend you do:

I recommend you delete the driver at the 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" 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 

Then, Click here to access the HP website, find the drivers compatible with your windows and install it.

If the issue persists, please go ahead and install the windows built-in drivers: 

If a full feature driver from HP is not available for your printer, you must install the built-in print driver. A full feature driver for one or more Windows versions is not available for your printer, either from the CD that shipped with your printer or from the HP website.

   NOTE:

Where is the download button? The HP print driver is built into the Windows operating system or is installed through the Windows Update feature on your computer. You do not need to download anything from a website in order to print, scan, or fax.

See the Frequently asked questions in this document for additional information, including how to scan using this driver.

CLICK HERE FOR DETAILS & FURTHER INSTRUCTIONS

(By the end of this article all the issues should be resolved)

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[jimlee20]

First is would help if you ACTUALLY read my post.  I said I uninstalled and installed software prior to posting.  

I uninstalled the entire software and drivers for the printer prior to my post. 

I installed a fresh copy of the drivers and software prior to my post.  

I uninstalled again and tried Windows drivers prior to my post. 

I tried the HP diagnostics for printers.  IT printed out the diganostics for the printer.  I also did this prior to my post.

The printer worked fine prior to installation of Officer 365.  That software installed several updates for C++ runtimes.  I uninstalled EVERYTHING that was installed during that time.  Still, printer will NOT print.

When I open a program, any program to print something it goes through the process on the computer and it then seems complete.  THe printer queue is there, shows it printing then goeas away whein it THINKS it is done printing.

I was able to use the HP software to scan a document from the COMPUTER and save the document as a PDF file on my computer.  I can see the ink status of the printer in the HP software.  

SOmewhere there is a glitch when installing the latest version of Office 365 and all of it's associate Microsoft C++ runtimes and whatever else may be installed that does not show up.  We are at the point to get rid of this printer and go with a Brother.  I have Brother's and that is all I use.  Never have the problems like I do with HP.

[Riddle_Decipher]

@jimlee20

Thank you for responding,

This is the Riddle_Decipher, again!

It's great to have you back 😉

I did read your post and what you need to know, is that there's a big difference between simply removing /reinstalling the printer driver and removing the drivers using the root level technique, if you go through my steps again, you would see that it contains the steps for a root level re-installation.

That said, check if the copier works fine as a standalone printer, if it does and yet, the printer doesn't print from the computer, it's merely a driver issue and I recommend creating a new user account and then, check if it works from the new account.

If the copier doesn't work either, it could be a hardware failure,

In that case, please check this:

I'm sending out a Private message with the information you need to get this sorted,

Please check your Private message icon on the upper right corner of your HP Forums profile 

Next, to your profile Name, you should see a little blue envelope, please click on it 

(The reason we are utilizing the private message now, is because the instructions are critical).

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[jimlee20]

This is just really frustrating.  Deleting the ROOT drivers did not help.  I still have the same issues:

I can print from another computer.

I can scan using this computer.

I cannot print from this computer.

I can place a document in the scanner and print it directly.

So, the hardware works fine.  

I went into regedit to delete drivers.  However, this is n HP printer.  I do not want to delete any key for the computer.

So, I am at a total loss here.  I never had this sort of an issue with HP printers.

On a side note.  She bought another HP printer, HP Deskjet 1112.  I tried to install that software and it just failed to install.  

I keep going back to MS Office 365 and the Microsoft Visual c++ that were installed.  I deleted all of that.  I did not go into regedit though.  So, thats where I am.

[Riddle_Decipher]

@jimlee20

Thank you for responding,

This is the Riddle_Decipher, again!

It's great to have you back 😉

If you haven't done this already, please create a new user account and check if it works on that,

if the issue persists, you may want to create a backup of all your personal data into an external source such as a hard driver or cloud.

And then, perform a push button reset, using the steps mentioned on this link: Click here

When done, you can then, retry installing the drivers from the HP website and let me know if that work, the hardware of the printer is not the issue as you've rightly said.

Keep us posted, 

(We shall troubleshoot as a team, fight till the end and emerge victorious)

If you would like to thank us for our efforts to help you, 

 feel free to give us a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution" button.

Have a great day!