Problem printing from office 365

[Bear-Hunter]

I just bought a new Officejet pro 8730 and it does not seem to be able to see exel file extension .xlsx. When I try to print from exel I get a general error message "Your file could not be printed due to an error on HP Office jet pro 8730 PCL-6 (Network) on. If I go to my exel folder from printing program it does not show any files at all. It just cain't see the xlsx extension I me thinks. So far I have not found any other extension that gives me problems. This printer is 1 week old and cost me 200.00 I really would like to get it working

[DavidSMP]

@Bear-Hunter,

Good Day.  A warm welcome to the HP community. I reviewed the case regarding issues with the printer not printing.xls files from office 365. Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this:

• Did you try printing using the Windows built-in drivers for the printer?
• Did you check by connecting the printer to a different Windows-based computer?

Let me keep you posted about a few things here. All other apps and extensions print correctly and hence it is not an issue with the printer. It is an issue with Office 365. For now, please try these steps:

• Please perform a hard reset on the printer from this link: https://support.hp.com/in-en/product/hp-officejet-pro-8730-all-in-one-printer-series/7902049/documen...  and follow instructions from the section “Step 1: Reset the printer”

Then restore the printer to factory default settings from this user guide: http://h10032.www1.hp.com/ctg/Manual/c05258797 refer to page 148 for steps on how to do it.

Then uninstall the printer drivers by following these steps:

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, in control panel and select any printer listed there and you will get some options on the top. 
• Click on print server properties. 
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again. 

• Then create a new user account as an administrator  from this link: https://support.microsoft.com/en-in/instantanswers/5de907f1-f8ba-4fd9-a89d-efd23fee918c/create-a-loc...

Log into the new user account after restarting your computer.

• Then install the Windows built-in drivers for this printer by following steps from this link: http://support.hp.com/in-en/document/c01796879
• There is an associated YouTube video with step by step instructions on how to do it.

Now check if the issue gets resolved. If it continues, then try installing the full feature printer drivers on a different Windows-based machine to isolate the issue correctly.

• Also, ensure that you install all the latest Windows updates and the OS is completely up to date.
• Then install all HP updates using HP support assistant. Now check if the issue gets fixed.

Perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.  Please note that I am not overloading you with steps but instead, giving you more information to work with. We are as eager as you are to get the issue fixed. I request you to perform all these steps till the issue is fixed.

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

[Bear-Hunter · Accepted solution]

Thanks David for all the trouble shooting info. I have since resolved the issue. I reinstalled windows. I had my computer set up with a ram disk on which I had set up my user and windows Temp files and I think that was my problem. Computer sure was fast though lol. Every thing is working as it should now, till I start tinkering again, lol.

[DavidSMP]

@Bear-Hunter,

I am happy for you that the issue is fixed. The response was really quick. It is great to hear from you again.

Take care and have a blessed week ahead. 🙂