test print not working, internal test print works

[Deroman]

Whenever I try to print, I get and error message. The Windows 10 message says that 'the printer is in an error state'. I have uninstalled and installed software multiple times from original CD and download from HP.

When I run Print and Scan Doctor, the test print does not work but the internal test print generated by the 'Doctor' program will work.

I tried to delete the print driver so I could reinstall the driver and even though I had deleted all HP files I could find, the system said the print drivers were 'in use'.

Any suggestions will be helpful.

Thanks

[Jay_G24]

Hi @Deroman

Welcome to the HP Support Community. I'd be happy to assist you with the  "Printer error" issue. 

First, try a power reset on the printer-

Reset the product

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Unplug the power cord from the wall outlet.
3. Wait at least 60 seconds.
4. Plug the power cord back into the wall outlet.
5. Reconnect the power cord to the printer.
6. Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

 Let's try and uninstall the printer software from the root level on your PC and install the full feature printer software.

--->In Windows, search for and open Programs and Features.

--->Select your HP printer.

--->Select Uninstall.

--->In Windows, search for and open Devices and Printers.

--->In the Devices and Printers window 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.

--->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.

And then reinstall the printer full-featured drivers from software and drivers page 

Hope this helps! Keep me posted. 

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! 

[Deroman]

Thanks Jay

I'll go through the things you have suggested and let you know the result

[Deroman]

Hi Jay

I followed your instructions to fix my printer problem. The printer will still not accept prints from any programs that I have tried such as Word or Outlook. The document scan function works. 

However, I was not able to complete the process that you suggested. I did everything you suggested but when I tried to remove the printer driver I got an error message. The message said "Unable to remove HP Officejet Pro 8610 x64, Type 3 - User Mode driver. The specified printer driver is currently in use" Of course, the printer and therefore the printer driver was not being used at the time I tried to remove the printer driver.

I had a look at the program files in File Explorer and there are no HP files in the x64 Program Files folder. However, there is an HP folder in the x86 Program Files folder. Within the HP folder there are two sub-folders. One called Diagnostics (created 4/10/2020) and one called HP Software Update (created 4/15/2020).

Are you able to suggest anything else that I can do?

Thanks

Ian

[Jay_G24]

Alright, keep me posted!

[Jay_G24]

If it is been a while since you updated your Windows, that is the main reason why Windows says your HP printer driver is unavailable. Here are the steps how to do a Windows Update to install all accessible operating system update.

If you are accessing Windows 10, then these steps are for you.

1. Hit the Start menu and write an update. After that, click on the “Check for updates” option.
2. Tap on the “Check for updates” option.
3. After clicking on that option, Windows will install the updates automatically.
4. When Windows completes all its updates, start your computer again and attempt the uninstallation.

Keep me posted!

[Deroman]

Hi Jay

I ran the Windows updates. I was then able to remove the printer driver. I was not able to remove the printer driver package.

I then downloaded the printer software and installed it. However, I still can't print from Word.

I have just opened Devices and Printers and went into Manage your device. From there I printed a test page, twice, but the test pages did not work. My Word document and two test pages are in the print queue.

Do you have any suggestions for what I can do now?

Thanks

Ian

[Jay_G24]

Could you check what port the printer is connected to?

Go devices and printers-->select your printer--->right click on it and select printer properties and click on the ports tab

Let me know!

[Deroman]

Hi Jay

The port is showing as WSD in the description column of the table. There is a long number in the Port column. The number starts with "WSD-"

Do you need to know what the number is?

Thanks 

Ian

[Jay_G24 · Accepted solution]

We would have to connect the printer to TCP/IP port- follow the below instructions-

a. Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.
b.    Select Add Port.  Select Standard TCP/IP Port.  Select New Port.
c.    Follow the Add Port Wizard.  Under Printer Name or IP Address, input the Static IP address you just set from the above information.  Example:  192.168.1.15.  The IP address will be copied under Port Name.  
d.    Select Next and Finish the Wizard.

Keep me posted