HP printer not in Devices in control panel, but merged inside devices

eXtremeDevil · 22 Jun 2023

Hi, I'm trying to fix a relative's computer that is having problems recognizing an USB printer. Or that's what I thought, because after investigating for a while I discovered the printer is perfectly installed and functional.

The issue is that the printer is not listed on the devices section in the control panel. After a while I discovered it is actually there, but kind of merged with the desktop computer device. I have attached an image. It's not from my relative's PC as I can't access it right now, but it's the exact same issue.

I've tried to completely uninstall the printer device, the usb device, the print queue, all the hp software, and install from scratch, and it's still happened. I don't know when this started but back in the day the printer showed just fine.

I suspect something with Windows registry. Any ideas? The computer runs Win10 x64.

Thanks in advance!

zebal · 22 Jun 2023

You said to be re-installing HP software, but have you also (re)installed printer driver from HP site?

eXtremeDevil · 22 Jun 2023

zebal said:

You said to be re-installing HP software, but have you also (re)installed printer driver from HP site?

Yes, I meant I tried installing driver and/or software, I tried both.

Paul Black · 22 Jun 2023

Hello @eXtremeDevil,

To maybe help with diagnostics, this will list some of the core Printer information. Copy & Paste the following [ ALL at once ] into a CMD Prompt and press Enter.

Code:


@echo off
:Printers_Available

PowerShell ^
     $Tot=((Get-Printer) ^| Measure-Object).Count; ^
     $List=(Get-Printer  ^| Sort-Object -Property {$_.Name} ^| Format-Table -AutoSize ^
     @{L='Name'           ;E={;if([string]::IsNullOrWhiteSpace($_.Name))           {'-'} else {$_.Name}}}, ^
     @{L='Location'       ;E={;if([string]::IsNullOrWhiteSpace($_.Location))       {'-'} else {$_.Location}}}, ^
     @{L='Status'         ;E={;if([string]::IsNullOrWhiteSpace($_.PrinterStatus))  {'-'} else {$_.PrinterStatus}};A='Left'}, ^
     @{L='Type'           ;E={;if([string]::IsNullOrWhiteSpace($_.Type))           {'-'} else {$_.Type}};A='Left'}, ^
     @{L='Shared'         ;E={;if([string]::IsNullOrWhiteSpace($_.Shared))         {'-'} else {$_.Shared}}}, ^
     @{L='Published'      ;E={;if([string]::IsNullOrWhiteSpace($_.Published))      {'-'} else {$_.Published}}}, ^
     @{L='Device Type'    ;E={;if([string]::IsNullOrWhiteSpace($_.DeviceType))     {'-'} else {$_.DeviceType}}}, ^
     @{L='Data Type'      ;E={;if([string]::IsNullOrWhiteSpace($_.Datatype))       {'-'} else {$_.Datatype}};A='Right'}, ^
     @{L='Priority'       ;E={;if([string]::IsNullOrWhiteSpace($_.Priority))       {'-'} else {$_.Priority}}}, ^
     @{L='Job Count'      ;E={;if([string]::IsNullOrWhiteSpace($_.JobCount))       {'-'} else {$_.JobCount}};A='Right'}, ^
     @{L='Print Processor';E={;if([string]::IsNullOrWhiteSpace($_.PrintProcessor)) {'-'} else {$_.PrintProcessor}};A='Right'} ^| ^
Out-String -Width 1000).Trim("""`r`n"""); ^
     if ($List.Length) {Write-Host """`n--- Printer(s) [$Tot] - Sorted by [Name] ---`n`n `n`n$List"""} else {exit 1} >> %Temp%\A.txt
     for /f "delims=" %i in (%Temp%\A.txt) do echo. %i
     del %Temp%\A.txt & echo.

PowerShell ^
     $Tot=((Get-Printer) ^| Measure-Object).Count; ^
     $List=(Get-Printer  ^| Sort-Object -Property {$_.Name} ^| Format-Table -AutoSize ^
     @{L='Name'     ;E={;if([string]::IsNullOrWhiteSpace($_.Name))     {'-'} else {$_.Name}}}, ^
     @{L='Port Name';E={;if([string]::IsNullOrWhiteSpace($_.PortName)) {'-'} else {$_.PortName}}} ^| ^
Out-String -Width 166).Trim("""`r`n"""); ^
     if ($List.Length) {Write-Host """`n--- Printer(s) [Additional Information] [$Tot] - Sorted by [Name] ---`n`n `n`n$List"""} else {exit 1} >> %Temp%\A.txt
     for /f "delims=" %i in (%Temp%\A.txt) do echo. %i
     del %Temp%\A.txt

echo. & echo ^>Press ANY key to EXIT . . . & pause >nul & Exit

The above is an extract from my PROJECT: Computer Report - Comprehensive in my signature.

I hope this helps.

eXtremeDevil · 22 Jun 2023

Paul Black said:

Hello @eXtremeDevil,

To maybe help with diagnostics, this will list some of the core Printer information. Copy & Paste the following [ ALL at once ] into a CMD Prompt and press Enter.

I hope this helps.

I will when I have access to the PC, thanks!

Try3 · 22 Jun 2023

Do check in another use account just in case it is some strange corruption of the normal user account.

Otherwise, if SFC does not fix this, then I suspect you will need to clean install but I suppose you could try a Repair install in the hope that it helps.
SFC - TenForumsTutorials
Repair Install - TenForumsTutorials {note that, despite its name, this is a repair procedure not an installation}
Clean Install - TenForumsTutorials and, in preparation for one, consider Backup and Restore Device Drivers - TenForumsTutorials

Best of luck,
Denis

eXtremeDevil · 22 Jun 2023

Try3 said:

Do check in another use account just in case it is some strange corruption of the normal user account.

Otherwise, if SFC does not fix this, then I suspect you will need to clean install but I suppose you could try a Repair install in the hope that it helps.
SFC - TenForumsTutorials
Repair Install - TenForumsTutorials {note that, despite its name, this is a repair procedure not an installation}
Clean Install - TenForumsTutorials and, in preparation for one, consider Backup and Restore Device Drivers - TenForumsTutorials

Best of luck,
Denis

I don't have another account, but I guess I can create one just for testing. SFC returns clean, expect for two avast related files, (don't know why but they're not windows files so never mind that), and a repair install seems to much for this issue for me, or my relative in this case, but thanks for the suggestions.

Try3 · 22 Jun 2023

eXtremeDevil said:

I don't have another account, but I guess I can create one just for testing.

Yes

eXtremeDevil said:

SFC returns clean, expect for two avast related files, (don't know why but they're not windows files so never mind that)

Please post the results as shown in Option 5 of the tutorial.

eXtremeDevil said:

a repair install seems to much for this issue for me, or my relative in this case, but thanks for the suggestions.

A Repair install is not too much.
If you think so then you have misunderstood something about it.
All you need to do is download a file and click on an .exe. Naturally, I would also suggest getting backups up to date first purely as a precaution.

Denis

hroldan · 22 Jun 2023

eXtremeDevil said:

I suspect something with Windows registry. Any ideas? The computer runs Win10 x64.

What's the printer's model? some are well known for having specific issues, the model could be useful to search and verify for fixes.

eXtremeDevil said:

because after investigating for a while I discovered the printer is perfectly installed and functional.

The issue is that the printer is not listed on the devices section in the control panel.

Wait a second, keep in mind what I'm saying: many HP printers have some issues, specially the HP Office Jet family, and specially having wireless functions (doesn't matter if you have it on your USB port). I've had a bunch of those printers.

Sometimes the printer is installed, but won't show up on the devices and printers. Most times, this fixes itself after waiting, or restarting. Other times you have to remove everything (uninstall) and try a different install / driver method. Keep in mind a sad universal truth: not all drivers are created equal, and some printer issues are solved using an OLDER driver, or NEWER, depending the case, this works for Canon too, not just for HP.

Try a manual install, this means adding the printer manually, and then pointing to the driver you want to use. Why? because HP install software usually installs a printer port monitor, this thing will try to detect your printer "for you" every time, but in real life it will fail. HP printers (specially with wireless functions, regardless of using it via USB) have a tendency of vanishing, disappearing, or showing up but you can't print, and this can also cause issues like double printers, same model appearing twice. The usual fix for this is as said, a manual install, and removing the "printer port monitor".

eXtremeDevil · 24 Jun 2023

Paul Black said:

Hello @eXtremeDevil,

To maybe help with diagnostics, this will list some of the core Printer information. Copy & Paste the following [ ALL at once ] into a CMD Prompt and press Enter.

I hope this helps.

This is the output:

Code:

 Name                           Port Name
 ----                           ---------
 Fax                            SHRFAX:
 Fax - HP OfficeJet 4650 series HPOJ4650_Fax_Port
 HP OfficeJet 4650 series       USB001
 Microsoft Print to PDF         PORTPROMPT:
 Microsoft XPS Document Writer  PORTPROMPT:

But the printer settings/context menu still appears under the desktop device.

- - - Updated - - -

Try3 said:

Do check in another use account just in case it is some strange corruption of the normal user account.

On a newly created account, the same thing happens.

- - - Updated - - -

hroldan said:

What's the printer's model? some are well known for having specific issues, the model could be useful to search and verify for fixes.

The printer is a HP OfficeJet 4650 series. This didn't happen before and the printer's firmware has been the same since 2020. Maybe some Windows corruption or update caused it.

- - - Updated - - -

Try3 said:

Please post the results as shown in Option 5 of the tutorial.

Here it is (only the interesting part):

Code:

2023-06-24 12:13:12, Info                  CSI    00000013 [SR] Beginning Verify and Repair transaction
2023-06-24 12:13:12, Info                  CSI    00000014 [SR] Cannot verify component files for Avast.VC140.CRT, version 14.0.28127.0, arch amd64, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:5]'win32', manifest is damaged (false)
2023-06-24 12:13:12, Info                  CSI    00000015 [SR] Cannot verify component files for Avast.VC140.MFC, version 14.0.28127.0, arch amd64, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:5]'win32', manifest is damaged (false)
2023-06-24 12:13:13, Info                  CSI    00000016 [SR] Verify complete
...
2023-06-24 12:18:34, Info                  CSI    000001a7 [SR] Beginning Verify and Repair transaction
2023-06-24 12:18:35, Info                  CSI    000001a8 [SR] Cannot verify component files for Policy.14.0.Avast.VC140.CRT, version 14.0.28127.0, arch amd64, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:12]'win32-policy', manifest is damaged (false)
2023-06-24 12:18:35, Info                  CSI    000001a9 [SR] Cannot verify component files for Policy.14.0.Avast.VC140.MFC, version 14.0.28127.0, arch amd64, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:12]'win32-policy', manifest is damaged (false)
2023-06-24 12:18:37, Info                  CSI    000001aa [SR] Verify complete
...
2023-06-24 12:21:40, Info                  CSI    00000263 [SR] Beginning Verify and Repair transaction
2023-06-24 12:21:42, Info                  CSI    00000264 [SR] Cannot verify component files for Avast.VC140.CRT, version 14.0.28127.0, arch x86, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:5]'win32', manifest is damaged (false)
2023-06-24 12:21:42, Info                  CSI    00000265 [SR] Cannot verify component files for Avast.VC140.MFC, version 14.0.28127.0, arch x86, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:5]'win32', manifest is damaged (false)
2023-06-24 12:21:44, Info                  CSI    00000266 [SR] Verify complete
...
2023-06-24 12:22:18, Info                  CSI    00000293 [SR] Beginning Verify and Repair transaction
2023-06-24 12:22:25, Info                  CSI    00000294 [SR] Cannot verify component files for Policy.14.0.Avast.VC140.CRT, version 14.0.28127.0, arch x86, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:12]'win32-policy', manifest is damaged (false)
2023-06-24 12:22:25, Info                  CSI    00000295 [SR] Cannot verify component files for Policy.14.0.Avast.VC140.MFC, version 14.0.28127.0, arch x86, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:12]'win32-policy', manifest is damaged (false)
2023-06-24 12:22:26, Info                  CSI    00000297 [SR] Verify complete
2023-06-24 12:22:26, Info                  CSI    0000029c [SR] Verifying 75 components
2023-06-24 12:22:26, Info                  CSI    0000029d [SR] Beginning Verify and Repair transaction
2023-06-24 12:22:31, Info                  CSI    0000029e [SR] Verify complete
2023-06-24 12:22:31, Info                  CSI    0000029f [SR] Repairing 8 components
2023-06-24 12:22:31, Info                  CSI    000002a0 [SR] Beginning Verify and Repair transaction
2023-06-24 12:22:31, Info                  CSI    000002a1 [SR] Cannot verify component files for Avast.VC140.CRT, version 14.0.28127.0, arch amd64, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:5]'win32', manifest is damaged (false)
2023-06-24 12:22:31, Info                  CSI    000002a2 [SR] Cannot verify component files for Avast.VC140.MFC, version 14.0.28127.0, arch amd64, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:5]'win32', manifest is damaged (false)
2023-06-24 12:22:31, Info                  CSI    000002a3 [SR] Cannot verify component files for Policy.14.0.Avast.VC140.MFC, version 14.0.28127.0, arch amd64, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:12]'win32-policy', manifest is damaged (false)
2023-06-24 12:22:31, Info                  CSI    000002a4 [SR] Cannot verify component files for Policy.14.0.Avast.VC140.CRT, version 14.0.28127.0, arch amd64, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:12]'win32-policy', manifest is damaged (false)
2023-06-24 12:22:31, Info                  CSI    000002a5 [SR] Cannot verify component files for Avast.VC140.CRT, version 14.0.28127.0, arch x86, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:5]'win32', manifest is damaged (false)
2023-06-24 12:22:31, Info                  CSI    000002a6 [SR] Cannot verify component files for Avast.VC140.MFC, version 14.0.28127.0, arch x86, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:5]'win32', manifest is damaged (false)
2023-06-24 12:22:31, Info                  CSI    000002a7 [SR] Cannot verify component files for Policy.14.0.Avast.VC140.MFC, version 14.0.28127.0, arch x86, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:12]'win32-policy', manifest is damaged (false)
2023-06-24 12:22:31, Info                  CSI    000002a8 [SR] Cannot verify component files for Policy.14.0.Avast.VC140.CRT, version 14.0.28127.0, arch x86, versionScope neutral, pkt {l:8 b:fcc99ee6193ebbca}, type [l:12]'win32-policy', manifest is damaged (false)
2023-06-24 12:22:31, Info                  CSI    000002a9 [SR] Repair complete
2023-06-24 12:22:31, Info                  CSI    000002ba [SR] Committing transaction
2023-06-24 12:22:31, Info                  CSI    000002c1 [SR] Verify and Repair Transaction completed. All files and registry keys listed in this transaction  have been successfully repaired

- - - Updated - - -

Investigating this issue and messing with the printer's ports, I see that checking other port rather than USB001 makes the printer visible, and when checking USB001 again the printer merges with the computer device. Most of the time, cheking a different port than USB001 makes that one disappears. Maybe it's an USB driver problem?