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HP Printers - Unable to Print When Connected to a Network in Windows 8

This document is for HP printers used in Africa, Asia Pacific, Europe, and the Middle East.
After updating your computer to Windows 8 on a wired (Ethernet) or wireless network, the printer does not print or a file is stuck in the print queue. This is a known issue that occurs under the following conditions:
  • The computer is running the Windows 8 operating system.
  • The print driver you are using is an in-operating system (in-OS) driver that automatically installs when Windows detects your printer.
  • The printer is connected through a wired (Ethernet) or wireless network.
Step 1: Make sure your computer and printer are connected to your home network
Verify the computer and printer are connected to your network.
Step 2: Uninstall the in-OS print driver
Before installing the full feature driver, uninstall the print driver that Windows 8 automatically installed.
  1. Right-click the Start button () or the lower left corner of the screen, click Search, and then type Devices and Printers.
  2. Click Devices and Printers.
  3. Right-click the icon for your printer, and then click Remove Device.
    The computer uninstalls the printer software.
Step 3: Download and install the printer software
Many printers have more than one print driver available on the HP Support - Software and Driver Downloads webpage. Choices might include Basic and Full Feature drivers. To resolve the issue, select the Full Feature driver.
The following video demonstrates how to download and install a Full Feature driver with a wireless connection in Windows 8.
If you have trouble viewing the video or to view the video in a different size, click or tap here to play the video on YouTube.
Download and install the full feature printer software.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Use one of the available methods to identify your printer model.
    The software and driver results page displays when the printer model is identified.
    Figure : Example of the Software and driver results page
    Image: Example of the Software and driver results window
  4. Check to see if your operating system is correctly identified. If your operating system is not correct, click Edit, select your operating system and version from the drop-down menus, then click Update.
  5. Under Driver - Product Installation Software, click Download next to the full feature driver (recommended), or click Basic Drivers for other driver download options.
  6. If an HP Download and Install Assistant window displays, select Use HP Download and Install Assistant (Recommended) or Download only, then click Next.
    Figure : Example of the HP Download and Install Assistant window
    Image: Example of the HP Download and Install Assistant window
  7. Follow the on-screen instructions to save the driver to your computer.
  8. If you used the Download only method, open or run the driver file, then follow the on-screen instructions to install the software.
  • If these steps resolved the issue, there is no need to continue troubleshooting.
  • If the issue persists, see the next step.
Step 4: Update the printer firmware (if available)
A firmware update to resolve the issue might be available for your printer.
The following video demonstrates how to find the latest firmware for your printer.
If you have trouble viewing the video or to view the video in a different size, click or tap here to play the video on YouTube.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Use one of the available methods to identify your printer model.
    The Software and driver results page displays when the printer model is identified.
    Figure : Example of the Software and driver results page
    Image: Example of the Software and driver results window
  4. Check to see if your operating system is correctly identified. If your operating system is not correct, click Edit, select your operating system and version from the drop-down menus, and then click Update.
  5. Click Firmware, and then click Download.
  6. If an HP Download and Install Assistant window displays, select Use HP Download and Install Assistant (Recommended) or Download only, and then click Next.
    Figure : Example of the HP Download and Install Assistant window
    Image: Example of the HP Download and Install Assistant window
  7. Follow the on-screen instructions to save the driver to your computer.
  8. If you used the Download only method, open or run the driver file, then follow the on-screen instructions to install the software.

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Country: Australia

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