HP Printer Won't Print After Avira Install

[Appletax]

Update: Customer purchased a new printer and it works

Customer has an HP OfficeJet 6830 printer connected via USB to a refurbished computer with a fresher install of Windows 10.

Can print a test page from the printer's software, but printing from a program will send the print job to the print queue and then the print job disappears and doesn't print.

This issue occured after the customer installed Avira. Through Googling I found some other users who experienced the same issues but did not find a solution.

I recommended that she pickup a new unit from Walmart because if it works she will know something is wrong with her old printer, and if it doesn't work then something is wrong with the computer.

Tried:

• Uninstalled Avira
• Ran CCleaner
• Different USB cable
• Uninstalled & reinstalled latest Windows 10 drivers
• Restored printer to factory settings
• Power cycled the printer and computer
• Built-in troubleshooting programs (no issues found)
• Created a new user profile in case her profile was corrupt in some way
  
• Checked printer spooler service status (automatic/running)
• The scanner works

Edit:

 

[Slaters Kustum Machines]

Does Avira have a separate removal tool like most other AV's? You may need that or Revo Uninstaller.

 

[Slaters Kustum Machines]

https://www.avira.com/en/support-download-avira-antivir-removal-tool/

 

[Appletax]

Does Avira have a separate removal tool like most other AV's? You may need that or Revo Uninstaller.

https://www.avira.com/en/support-download-avira-antivir-removal-tool/

That's not what you think it is and all it allows you to do on that page is download a PDF.

Avira does not have a removal tool. And now it's too late to use Revo or IObit Uninstaller.

 

[Slaters Kustum Machines]

If you know what version it was you could re-install then use IObit or Revo.

 

[Appletax]

If you know what version it was you could re-install then use IObit or Revo.

I know. It would take like an hour just to do that. Avira comes with a bunch of extra, separate programs.

I am doubtful that this would.

 

[Slaters Kustum Machines]

Have you tried connecting the printer via wireless/Ethernet rather than USB?

 

[Appletax]

Have you tried connecting the printer via wireless/Ethernet rather than USB?

Client surprising doesn't have a wireless router. She still uses a flip phone. I tried connecting the modem to the printer to update the printer's firmware but it wouldn't work.

Either something is wrong with the Windows print spooler system or the printer is malfunctioning.

 

[Larry Sabo]

Avira does not have a removal tool.

Here's how to remove Avira: https://www.avira.com/en/support-for-home-knowledgebase-detail/kbid/902

 

[JustMe]

I had this on a fresh Win10 install. I couldn't print to the HP Officejet printer upon installation. However, it worked when I created a new user profile. I then migrated all data and settings to the new profile.

I did have Avira installed on the computer.

 

[Appletax]

I had this on a fresh Win10 install. I couldn't print to the HP Officejet printer upon installation. However, it worked when I created a new user profile. I then migrated all data and settings to the new profile.

I did have Avira installed on the computer.

I made a new profile, too, and it did not help.

 

[occsean]

I know. It would take like an hour just to do that. Avira comes with a bunch of extra, separate programs.

I am doubtful that this would.

I've been an Avira reseller for four or five years and I can install it, license it, and configure it in under ten minutes. I have no clue what could possibly take an hour. Is this the free version or the paid version? What executable are you using? The only mandatory thing that installs alongside antivirus is Avira Connect which gives you the option later of installing all the other crap like VPN and safe browsing.

 

[NYJimbo]

Did you uninstall and reinstall the whole printer software package, not just the drivers ? I had a problem similiar to this in the past and the best I could figure was that a newly installed program did something to the .NET files and screwed it up. Reinstalled the whole printer software package and I watched it reinstall .NET stuff and it worked again.

http://support.hp.com/us-en/drivers...l-in-One-Printer-series/5390307/model/5390308

 

[Appletax]

Did you uninstall and reinstall the whole printer software package, not just the drivers ? I had a problem similiar to this in the past and the best I could figure was that a newly installed program did something to the .NET files and screwed it up. Reinstalled the whole printer software package and I watched it reinstall .NET stuff and it worked again.

http://support.hp.com/us-en/drivers...l-in-One-Printer-series/5390307/model/5390308

Yes

Update: Customer purchased a new printer and it works

 

[Markverhyden]

Yes

Update: Customer purchased a new printer and it works

Nickle solution to the dime problem.

 

[Altster]

I didn't read anywhere in these results that the OP had contacted Avira's tech support / forums for suggestions.

Nor did I see any reference to contacting HP's support / forums.

 

[Appletax]

I didn't read anywhere in these results that the OP had contacted Avira's tech support / forums for suggestions.

Nor did I see any reference to contacting HP's support / forums.

Waiting to hear back.

Sent from my ONEPLUS A3000 using Tapatalk

 

[Mick]

Your customer wouldn't happen to have signed up to HP Connected during the confusing installation process with the printer, would she?

 

[Appletax]