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‎01-05-2021 09:16 AM

HP Recommended
Product: Officejet Pro 8620
Operating System: Microsoft Windows 10 (64-bit)

Just after Thanksgiving I installed a Windows 10 update on our Dell Inspiron 5490 AIO.  Prior to that the HP Printer Assistant app worked fine, connecting to the Officejet Pro 8620 printer (ethernet), providing scan/save to the computer capability, etc.  After the Windows update, every time the Printer Assistant app was started it would go into the Add a Printer routine.  During the "Connecting" phase, the app would show the OJ8620 on our home network.  I would select it but the app could not complete the connection.  I tried uninstalling the Printer Assistant app and re-installing it with a newly obtained version from the HP support web site (OJ8620_198.exe).  I disconnected the ethernet cable from the printer and reconnected it during the app re-install.  It made no difference. the app could not connect to the printer.   

 

We have another (old) Dell Studio 1558 laptop (64-bit) that had recently been upgraded to Windows 10 from Windows 7.  The laptop connects to our home network wirelessly.  The HP Printer Assistant app on the laptop connects to the OJ8620 without issue.  I exported drivers from the laptop, planning to install the relevant printer drivers on the Inspiron AIO.  Before completing the driver update I decided to do one more uninstall/reinstall of the Printer Assistant software.  This time, I ran the reinstall (of OJ8620_198.exe) in compatibility mode for Windows 7 for all users.  I disconnected the ethernet cable at the printer before starting the reinstall.  During the "Connecting" phase of the Add Printer step, the app did not find the printer and prompted me to connect the ethernet cable.  I did this.  Now the app connected to the printer.  This solved the problem.  The HP Printer Assistant app starts normally.  We can scan/save to the AIO from the Printer Assistant app.  

 

Hope this helps others who are facing this issue.     Scrubjay1703

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