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.

My computer and printer are connected to my network through a wireless connection

Right-click the lower left corner of the computer screen, and then click Desktop.
Click the Wireless icon in the notification area of your computer, near the clock.
- 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), connect to your own network before you continue.
To make sure the printer is connected to the wireless network, print a Network Configuration Page to check the wireless connection status.
- How do I print a Network Configuration Page?
  If you do not know how to print a Network Configuration Page, search the HP website for the correct steps:
  Go to HP Customer Support.
  
  Type your printer model, and then press Enter.
  
  If necessary, click the correct model in a list of similar printers.
  
  Search the printer homepage for a document on how to print a network configuration page.
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 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, 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 HP Customer Support, type your printer model, and then search for instructions on how to connect your printer to the correct network.
Once the printer is connected to the correct network, continue to the next step to uninstall the in-OS driver.

My computer and printer are connected to my network through a wired (Ethernet) connection

Check both ends of the Ethernet cable between your computer and your router or modem to make sure it is securely connected.
On your computer, right-click the lower left corner of the computer screen, and then click Desktop.
Click the Wired icon in the notification area of your computer, near the clock.
- 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), connect to your own network before you continue.
To make sure the printer is connected to the wired network, print a Network Configuration Page to check the wired connection status.
- How do I print a Network Configuration Page?
  If you do not know how to print a Network Configuration Page, search the HP website for the correct steps:
  Go to HP Customer Support.
  
  Type your printer model, and then press Enter.
  
  If necessary, click the correct model in a list of similar printers.
  
  Search the printer homepage for a document on how to print a Network Configuration Page.
Review the configuration page. Check to see if there are numbers next to the printer IP Address.
1. If there are numbers next to the printer IP address, continue to the next step to uninstall the in-OS driver.
2. If you do not know how to connect your printer to the correct network, go to HP Customer Support, type your printer model, and then search for instructions on how to connect your printer to the correct network.
Once the printer is connected to the correct network, continue to the next step to uninstall the in-OS driver.

Step 2: Uninstall the in-OS print driver

Before installing the full feature driver, uninstall the print driver that Windows 8 automatically installed.

Right-click the Start button () or the lower left corner of the screen, click Search, and then type Devices and Printers.
Click Devices and Printers.
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.

Video of downloading and installing the Full Feature software with a wireless connection

The following video demonstrates how to download and install a Full Feature driver with a wireless connection in Windows 8.

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Download and install the full feature printer software.

Turn on the printer.
Disconnect the USB cable from the printer, if necessary. The software installation prompts you to connect the cable if needed.
Go to HP Customer Support - Software and Driver Downloads.
If a Let's identify your product to get started page displays, click Printer, type your printer model number, and then click Submit.
If you need to change the operating system, click Change, select your version, and then click Change.
Under the Driver heading, click Download for the full software package, or click Basic Drivers for other driver options.

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.

Windows

Update the printer firmware for printers connected to a computer with Windows.

Make sure the printer is on and connected to the computer through your local network or USB cable.
Go to HP Customer Support - Software and Driver Downloads.
If a Let's identify your product to get started page displays, click Printer.
Type your printer model number, and then click Submit.

The software results page for your printer displays with the default operating system selected.
If you need to change the version of Windows, click Change, select your version, and then click Change.
Click Firmware, and then click Download.

If a Firmware section is not listed, an update is not currently available for your printer.
Save the file to your computer.
Locate and then open the file to start the installation process.
When the HP Printer Update window opens, see if the printer serial number displays or a prompt for printer model displays.
- If the serial number displays, select the checkbox next to it, and then click Update.
- If the serial number displays but the status is 'not applicable' (grayed out), you do not need the firmware update. Click Cancel.
- If the serial number does not display and your printer uses a network connection, connect a USB cable to the printer and computer. Wait 20 seconds, and then click Refresh. When the serial number displays, select the checkbox next to it, and then click Update.
- If you are prompted to select the printer model to update the firmware, select your printer model, and then click Send Firmware.
When the update completes, click OK.
If you connected a USB cable to update your network printer, remove the USB driver installed by Windows.
1. Search Windows for control panel, and then click Control Panel in the results.
2. Click View Devices and printers.
3. Right-click the USB printer device that matches your printer model, and then select Remove Device.
4. Disconnect the USB cable from the printer and the computer, and then restart the computer.

Mac

Update the printer firmware for printers connected to a Mac.

Make sure the printer is on and connected to the computer through your local network or USB cable.
Go to HP Customer Support - Software and Driver Downloads.
If a Let's identify your product to get started page displays, click Printer.
Type your printer model number, and then click Submit.

The software results page for your printer displays with the default operating system selected.
If you need to change the version of macOS or OS X, click Change, select your version, and then click Change.
Click Firmware, and then click Download.

If a Firmware section is not listed, an update is not currently available for your printer.
When the download is complete, open the [Printer_name].dmg file.
Double-click HP Firmware Updater.
Click the name of your printer, and then click Continue.
The updater checks the firmware version installed on the printer, and then displays the results in the Update Information window.
- If Device is ready to be reflashed displays, click Continue to update the firmware.
  
  When the update completes, click Done.
- If This Firmware Updater does not contain upgrades for your device displays, the printer firmware is already updated to the most recent version. Click Cancel to exit the updater.