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Unable to Print When Connected to a Network in Windows 8

Issue
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.
Solution
Follow these steps in the order presented to resolve the issue.
 note:
If you are not using the latest version of Windows 8, the information in this document might not match. You can get the latest version from the Microsoft Store.
Step one: Make sure that your computer is connected to your home network
Click the Plus sign () next to your connection type, and then follow the steps to make sure that your computer is connected to your home network.
  • My computer is connected to my network through a wireless connection.
    1. Right-click the lower left corner of the computer screen, and then click Desktop.
    2. Click the Wireless icon in the notification area of your computer, near the clock.
      Figure : The Wireless icon in the notification area
      Image: The Wireless icon in the notification area
      • If the wireless network shown is yours, write it down so you can use it in the next step.
      • If the wireless network shown is not yours (for instance, if you are connected to another local network), reconnect to your own network before continuing.
  • My computer is connected to my network through a wired (Ethernet) connection.
    1. Check the Ethernet cable between your computer and your router or modem to make sure that it is securely connected.
    2. On your computer, right-click the lower left corner of the computer screen, and then click Desktop.
    3. Click the Wired icon in the notification area of your computer, near the clock.
      Figure : The Wired icon in the notification area
      Image: The Wired icon in the notification area
      • If the wired network shown is yours, proceed to the next step.
      • If the wired network shown is not yours (for instance, if you are connected to another local network), reconnect to your own network before continuing.
Step two: Make sure your printer is connected to the network
Click your connection type, and then follow the steps to see if your printer is connected to the network.
  • My printer is connected to my network through a wireless connection.
    1. Print a network configuration page to check the printer's connection status.
      Figure : Example of a network configuration page
      Image: Example of a network configuration page
      • How do I print a network configuration page?
        If you do not know how to print a network configuration page, follow these steps to find the instructions for your printer:
        1. If prompted, type your printer's name or number in the search box, and then click Search.
        2. If necessary, click your model in a list of similar printers.
        3. Search your printer's home page for a document on how to print a network configuration page.
    2. Review the configuration page to find the Wireless connection status.
      1. Make sure the printer is connected to the network. The status should be Connected.
      2. Make sure that the network name matches the name of your home network. Refer to the network name that you wrote down in the previous step.
        If the printer is not connected, or if it is connected to the wrong network, you must connect the printer to the correct network.
        • Need steps for connecting your printer to the correct network?
          If you do not know how to connect your printer to the correct network, go to the support page for your printer ahd search for instructions on how to connect your printer to the correct network.
    3. Once you have made sure that your printer is connected to the correct network, continue to the next step to uninstall the in-operating system driver.
  • My printer is connected to my network through a wired (Ethernet) connection.
    1. Print a network configuration page.
      Figure : Example of a network configuration page
      Image: Example of a network configuration page
      • How do I print a network configuration page?
        If you do not know how to print a network configuration page, follow these steps to find the instructions for your printer:
        1. If prompted, type your printer's name or number in the search box, and then click Search.
        2. If necessary, click your model in a list of similar printers.
        3. Search your printer's home page for a document on how to print a network configuration page.
    2. Review the configuration page. Check to see if there are numbers next to the printer's IP Address.
      1. If there are numbers next to the printer's IP address, continue to the steps to uninstall the in-operating system driver.
      2. If the printer is connected to the wrong network, not connected to the network, or you are not sure, see the following steps for connecting your printer to the network.
        • Need steps for connecting your printer to the correct network?
          If you do not know how to connect your printer to the correct network, go to the support page for your printer ahd search for instructions on how to connect your printer to the correct network.
    3. Once you have made sure that your printer is connected to the correct network, continue to the next step to uninstall the in-operating system driver.
Step three: Uninstall the in-OS print driver
Before installing the full-feature driver, you must uninstall the print driver that Windows 8 automatically installed.
  1. Right-click the Start button () in 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 four: Download and install the printer software
Important: Many printers have more than one driver option on the downloads page. 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.
Follow these steps to download the printer software and save it to your computer.
  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 & Drivers page displays when the printer model is identified.
    Figure : Example of the Software & Drivers menu
    Image: Example of the Software & Drivers menu
  4. Select your operating system, and then click Submit.
    A list of drivers and other downloads displays.
  5. Under Driver - Product Installation Software, 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.
  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, and 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 six: Add the firmware update (if available)
A firmware update to resolve the issue might be available for your printer. Follow these steps to download and install the firmware update for your printer from the HP website.
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 & Drivers page displays when the printer model is identified.
    Figure : Example of the Software & Drivers menu
    Image: Example of the Software & Drivers menu
  4. Select your operating system, and then click Submit.
    A list of drivers and other downloads displays.
  5. Under Firmware, 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.
  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, and then follow the on-screen instructions to install the software.
  • If the update is available and installed successfully and you can print, you can stop troubleshooting.
  • If the update is not available, continue to the next section.

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