When selecting preferences hp 8720 the function address 0x00007FFA46C5A839 caused a protection fault

[john97034]

Have HP8720 connected to both USB and LAN.

When selecting LAN and selecting preferences I get "the function address 0x00007FFA46C5A839 caused a protection fault".

It works correctly when I select the USB connection.

[praveen196]

@john97034 Welcome to HP Community!

I understand that you are getting 0x00007FFA46C5A839 caused a protection fault message.

Do not worry. Let's work together and get this issue addressed.

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates.

For more information, go to Updating or Upgrading Printer Firmware.

Also, I would suggest you try the Windows built-in drivers. Follow the steps below:

•    Go to Control Panel - Devices and Printers - Click on "Add printer" and follow the on-screen instructions.

•    When the page prompts for the drivers, select "Windows update". The driver list will be updated.

•    Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help.

Keep us posted,

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Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

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[john97034]

None of this helped.

Firmware is up to date and Windows Update could not find any newer driver.

Uninstalled the software and then reinstalled it again.

Problem continues when selecting preferences when connected to LAN wired setting.

The USB selection works fine as before.

************************************************************************

Function address 0x00007FFA80ACA839 caused a protection fault.

(exception code 0x06d7363)

The application property sheet page(s) may not function properly.

Also notice that for both the USB and LAN connection 

Also notice for both USB and LAN device settings .....

Installable options

Tray 2: Not Installed

Automatic Configuration: Off

When I try to update Automatic Configuration is goes back to the same => "Off"

[john97034]

Tried all these items several times before and none of them fix the issue.

[john97034]

HP knows about this issue and no longer updates the firmware for this printer.

I tried all this stuff too many times to count.

The best that a user can do is first install the windows driver, then the HP software.

For ethernet wired network connection the scanner function no longer exists in the menu.

Have to use the separate scanner software from Microsoft and put a short cut on the desktop for easy access.

Then it all works but the user will no longer have the desktop software which can control both the printer and scanner.

Rather than hide this HP should be honest about it and not have their Level 2 charge customers to work on their computer to end up with the same resolution.

Bad business practice!!

[john97034]

HP knows about this issue and it occurs because they no longer update the firmware for the HP 8720 to work fully with Windows 10 for at least a wired ethernet connection. The USB connection works fully with Windows 10.

Best one can do is install the Windows driver first, then the HP software which will be able to control the printing but NOT the scanning.

Then use the Microsoft scanner software with a short cut on the desktop for scanning.

[Jay_G24]

Hi @john97034

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).

Thank you for visiting the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[john97034]

Jay

I have already spoken with Level 2 and they want to charge money to address the problem.

I am not interested in paying more money to fix this problem which is caused by HP not investing in upgrading their firmware to fully work with Windows 10.

It works fully with windows 7 for both USB and wired Network connections.

For Windows 10 even after installing the Microsoft drivers it works fully using USB but only for printing and NOT scanning for wired Network connection.

The only way around this to avoid errors is to use the Microsoft scanner software separately from the HP printer software.