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‎08-25-2019 08:21 AM

HP Recommended

My screen looked different to yours - I had to right click to get the 'run as administrator' option.  Hopefully you will understand the result of the scan!

 

clipboard_image_0.png

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‎08-25-2019 10:57 AM

HP Recommended

You will need to run the following Dism /Online /Cleanup-Image /RestoreHealth to try to fix the Windows system files from the cmd prompt with admin privilege. 

 

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‎08-26-2019 08:47 AM

HP Recommended

clipboard_image_0.png

 

and then I ran the first scan again

 

clipboard_image_1.png

 

Then I uninstalled the printer and reinstalled but still nothing.  By the way, we are able to print from our mobile 'phones using the HP app.

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‎08-26-2019 09:35 AM

HP Recommended

Run the Windows printer troubleshooter, Settings > Devices > Printer and scanners > Run the troubleshooter.

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‎08-28-2019 06:49 AM

HP Recommended

UInfortunately it gives the standard response of couldn't identify the problem.

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‎08-28-2019 09:44 AM

HP Recommended

I noticed that you are running version 1803 of Windows while the latest is 1903.

Is there any reason why you have not been updated to 1903 by Windows update.

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‎08-28-2019 09:56 AM

HP Recommended

My laptop is 1903 but you're right, the laptop that can't print is 1803.  I have just had a look in windows update settings and it says 'your device isn't quite ready for it.  Once your device is ready, you'll see the update available ...'

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‎08-28-2019 10:30 AM

HP Recommended

Are you running a antivirus program on the 1803 laptop?

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‎08-29-2019 04:07 AM

HP Recommended

Yes I am.  As you suggested earlier, I removed the program and tried printing again but no success.

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‎08-29-2019 11:48 AM

HP Recommended

Delete the driver at root level and retry, follow the steps below: 
Search for and open Programs and features 
Select your HP Printer 
Select Uninstall 
Search for and open Devices and printers 
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' 
Open up the run command with the "Windows key + R" key combo. 
Type printui.exe /s and click Ok. (Note: there is a space in between "printui.exe" and "/s") 
Click on the "Drivers" tab 
Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 
Select Ok 
Select Apply and Ok on the Print Server Properties windows 
Close Devices and Printers 
Reboot your computer
 
Then install the full feature software (latest version) available on the Official HP website: Click here to find it.

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