Won't print from one computer in network.

[smcadoo]

Can print from other computers in network.  Job shows up momentariy in queue then disappears without the item being printed.   There was a previous HP computer installed but may not have been deleted properly, don't know except occasionaly  an app opens associated with the old printer (an old  Hp 6700) that is not on line.  Printer shows up in list of printers available in Wn10 and other older doesn't.  I reloaded the software (possibly not sucesfully) and problem persists.  I did try rebooting thinking that the spooler was not running, but it didn't help.  Something is wrong with set up in this one computer but I can't figure it out.

[Jeet_singh]

@smcadoo,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are facing issues while printing  from the network printer. Don't worry as I have a few suggestions which should help you resolve this issue.

Is the printer connected to the network? Check the wireless light. If the light is steady blue, then the printer is connected to the network. If the light is flashing, then the printer is not connected to the network. Go to Setup - Network - Wireless setup wizard to connect the printer to the newtork.

Once the printer is connected to the network, then assign a static IP to the printer:

• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
• Type the IP address on your web browser to obtain the printer EWS page on your computer.
• Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
• Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
• Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
• Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Now, try the steps below to install the printer over the network:

• First, unplug the USB cable from the printer if present.
• Go to Control panel – Programs and feature – Select all the HP Officejet printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Restart your computer.
• Open the Run window (Press Windows logo key + R), type “services.msc” and press ok to get services window.
• Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.
• Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.
• Repeat the same exercise on “Function Discovery Resource Publication” as well.
• Now click on this link:  https://ftp.hp.com/pub/softlib/software13/printers/OJ6970/OJ6970_Full_WebPack_40.12.1161.exe to download and install the printer software.
• Select Wireless option on the connection page and then finish the installation.

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[smcadoo · Accepted solution]

No Joy!  I followed all the steps. As an aside they didn't exactly follow the menus I saw and interacted with.  I did create a static IP address and confirmed the address in the router.  I found several devices and apps to delete and did so, including some orphaned HP6700 apps.  When I installed I found (not mentioned in your instructions) that the downloaded installation file must be run as administrator, you may need to make note of that.

I then tested it by trying to print something.  First, the test page in the Win10 setup. and then then in word document.  I saw both entries pop up momentarily in the printer queue and disappear without printing.  Just to check the computer in general, I printed the word document on a nother wireless network printer (a Canon) and the document printed correctly.  After installation, I did reboot just in case there was something that needed to be initialized.  Oh, and yes, the printer shows a steady blue wireless connectivity light.

As another test, I went to another computer in my network and printed a word document to both printers in my home, my Canon, and the HP6978 and the document printed correctly on both.  I did not adjust any settings in that computer to accommodate the new IP address of the HP yet it printed.

So what is wrong with the spooler/port connection to the HP6978 in the main computer which would be using this printer??

[Jeet_singh]

@smcadoo,

Thanks for the update,

As I understand you have already tried the steps suggested and still having the issue. However, you have tried to print from another computer and it works fine, this definitely looks like an issue with the computer.

Let's try to disable the firewall on the computer and check if that helps.

If the issue persists, I would suggest let's try to do a root level uninstall and reinstall of the printer software. If this too does not help then we can try to uninstall the printer and install it using Windows built in drivers and check how it works.

First, unplug the USB cable from the printer if present.

Go to Control panel – Programs and feature – Select all the HP OfficeJet printer entries and uninstall them.

Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.

Restart your computer.

Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.

Once in device manager, click on the view tab in the top & choose “Show hidden devices”.

Then from the device manager list, check the entries under “Printer” – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device".

Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says “Unknown device”.

Once done, close device-manger. Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (there is a space between .exe & /) and press enter.

Under print server properties, go to drivers - remove any entry there as well.

Again, go to run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

Open run again, type “%temp%” and press enter to get the temporary files. Delete all the files here. Skip the items which cannot be deleted.

Now restart your computer again.

Open the Run window again, type “services.msc” and press ok to get services window.

Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.

Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.

Repeat the same exercise on “Function Discovery Resource Publication” as well.

Now click on this link:  https://ftp.hp.com/pub/softlib/software13/printers/OJ6970/OJ6970_Full_WebPack_40.12.1161.exe to download and install the printer software.

Connect the USB cable only when prompted and follow the on-screen instructions to complete the setup.

If the issue persists, I would suggest here is to Uninstall the printer drivers and then try installing the Windows built-in drivers for the printer.

Simply turn on the printer and connect the USB cable from the printer to the PC. The drivers will be installed in 2-3 minutes. Go to Control panel - Devices and printers to check the printer entry and make it as default printer if needed.

Check http://hp.care/2nxKJv8 for additional instructions.

Keep me posted for further assistance,

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.

[smcadoo]

So, I finally got back to this problem.  To refresh:  Hp OfficeJet 6970 installed on my LAN.  We work with Lenovo laptops running Windows 10 Home. One of the Computers is not set up properly to print reliably:

 

So, I finally got back to this problem.  I followed the second set of instructions from Jeet_singh and got some print.  I can print a pdf from a pdf viewer plug in in Firefox and with the app that comes with this printer but I cannot print a pdf from Foxit pdf reader.  I was able to print a picture from Paint2d.  I cannot print a word document from Word.  I cannot print a test page from the Printers and Scanners portion of Setup.  Where I cannot print, I see an entry show up in the print queue window momentarily. 

I went to another computer and was able to print a pdf from Foxit pdf reader and to print a word document to the same printer.

We don't have any problems  printing anything to a Canon printer, also a networked printer, from either computer.

So folks.  This is getting serious it's my wife's computer and printer that she uses in her business.   It is right by her desk in her office and she is ready to send the printer back if this can't be resolved ASAP!

[Jeet_singh]

@smcadoo,

Thank you for getting back to us,

As I see you have diagnosed the issue where you are able to print from other computers and not from this PC, this looks to be an issue with the computer. Don't worry as I have a few other steps which should help you resolve this issue.

If you have problems installing the Windows updates, go to the Microsoft website and use the Windows Update troubleshooter.

Then, restart the computer and run Windows Update again.

Windows 10 update troubleshooter (in English)

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

If The issue persists, try creating a new user account:

It looks like an operating system issue with the machine. First uninstall the printer once done restart the computer and then try to create a new local user and then try to install the printer. Follow the steps here to create a local account on your PC: Create a local user or administrator account in Windows       

Now, login to the new account and then try to install the printer and check. 

Let me know if those steps worked for you.

If they did, that’s awesome!

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.

[smcadoo]

Well, I'm back after a long non-computer related issue in the life of my wife and me. The trouble shooting diagnostic apps did not find anything.

I tried the things you proposed relative to installing under another user name.  I tried both my MS account which I activated on the problem computer and creating a new non-web based user.  In both cases I was able to apparently install (removing the installation between attempts) the HP software package.  From both of those accounts I could also print pdfs from Foxit as well as docx files.  However, when I went back to my wife's account (the original presenting account) I was unable to print even a test page.  I could not print a document from the HPSmart application.  It reported an error but gave nothing to indicate exactly what the error is.  I am not aware of a log file where such might be archived.  Some of the time the job landed in the print queue but reported an error when trying to print them.  I had to manually remove them from the queue in order to continue testing.

There is something apparently wrong with setup of that account but what?????  I don't think I would be able to get my wife to switch to another accountand I don't think I should have to.  Is there someone there who understands the sequence of steps in Win10 to print a page from an application such as MS word?  Why am I able to print from two new accounts on this computer but not from another older account?????

[smcadoo]

I was just discussing the issue with my wife and she recalls something with respect to the original installation.  She recalls printing something successfully early after we received and installed the printer.  However after that first use, she recalls, we signed up for the automatic ink ordering capability, i.e., the printer is now reporting ink levels to her account.  Could there be some unintended interaction here?

[Jeet_singh]

@smcadoo,

I'ts great to have you back and your patience is greatly appreciated.

As you have diagnosed the problem is not with the printer, it's definitely to do with the User account. I would suggest you could try to do a Microsoft push button reset on the PC

Windows 10 has a reset feature that repairs your computer by reinstalling the operating system. This can be done either while preserving your personal data and customizations, or removing all your personal data. Click here for Instructions.

As I understand you have a concern regarding your Instant Ink cartridges. Don't worry I'll be glad to help you.

I need to know few details regarding your Instant ink account to help you get the ink cartridge.

Since the instant ink account details are confidential, please send me the required information via private message.

I am sending you a private message with the information required. Please check the mailbox icon at the top-right corner of this screen.

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.

Please reply back on the public post as this Private message box is not monitored.

I hope this helps resolve this issue completely,

Regards,

[smcadoo]

I' m not interested in the nuclear option of resetting the whole **bleep** computer over a print problem in one account.  I accept, for now, that the instant ink may not be the problem, but you need to find someone who is intamately familiar with the printing process and put them onto this problem.  I am a retired software engineer and tend to understand computer processes.   I'll try and find the private message capability and send that info to you.

If we can't solve this here then I will have no choice but to contact sales and have them take the printer back.  It must be made to work with my computer network.