Wifi connection problem

[JJHoov]

We have a 2-year-old Officejet Pro 8620 printer and several computers. I have been struggling to print with my secondary computer all day, having not used it for printing since returning 7 weeks ago from two months overseas. The printer works on wifi for my wife's computer and did a couple days ago with my larger laptop. When I print today, the message appears in the printlog but disappears without printing.  I have uninstalled the printer and reinstalled but it always hangs up at the installation of the software after identifying the printer. Once when using one of the various HP troubleshooters to reinstall, it showed me the ink levels, then said it was ready to print. But not.  If I click on the printer in the start menu, it asks me to install a device rather than going to the print/scan screen. Under Windows 10 Pro settings, it show sit is a web service printer under Properties, but also says it is not connected to the printer (Code 45).

[JJHoov]

My query is mis-tagged. It is an Officejet Pro 8620, not 8520.

[Betty0610]

@JJHoov

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!

[JJHoov]

I had already done an uninstallation and reinstallation, and that failed again.

On your second option, the printer no longer appears as an attached device under Setting : Devices

When I get to steps 7-10 and  try to remove the driver (or the driver package), I get the following response:

hpvyt13.inf (x64)
This package contains the following driver(s) that are in use:
HP Officejet Pro 8620; This driver is used on:
HP Officejet Pro 8620

The following driver(s) can not be deleted:

Driver HP Officejet Pro 8620 (x64) is in use. It is used on:
HP Officejet Pro 8620

I have looked under Task Manager and find no obvious reference to the printer or to hpvyt13.inf

[Betty0610]

Ok, install the drivers, and print again. Let me know what happens.

[JJHoov]

Tried three times ; no joy!  Used the printer on wifi all day with my 14" Dell of same age.

[Betty0610]

Try creating another local account and try installing the drivers there: https://support.microsoft.com/en-in/help/4026923/windows-10-create-a-local-user-or-administrator-acc...

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

[JJHoov]

I used Settings: Apps in the dummie setup to remove both the HP8620 printer file and the HP8620 Help file, then downloaded the recommended 2015 drivers.  It went all the way through the installation procedure and again failed.

This is an Officejet 8620, not 8520 as mis-tagged (my typo!).

[Betty0610]

Did you create another account and try installing drivers there?

[JJHoov]

Y es, I made a new account, found the HP8620 settings were listed as installed, uninstalled them, allowed communication with other devices, downloaded software, installed, including finding the printer on the network.  It stopped at the same place as before in installation and then reported it had failed.