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Printer stop working


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#1 zertz07

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Posted 12 October 2016 - 11:08 PM

I have an Asus TP550L laptop - Windows 10.  Recently, my printer HP 8500 Office Jet (wireless connection) - shows it's online and ready but when I ask it to print, I get an error message "unable to communicate with printer....not connected or unavailable...." .  If I check printer for updates, it says it is good to go. I have also updated the IP address....all is good. I have also uninstalled printer and reinstalled and problem remained.  Printer will not print.  I have run my anti-virus program as well as Malware - nothing came up.  Any ideas?  Thanks



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#2 garioch7

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Posted 13 October 2016 - 11:14 AM

Hi zertz07.  This does not sound like a malware issue to me, but it might be connected to your security software.  I use Bitdefender 2016 Total Security and I know that the firewall has to be configured to allow wireless printers to communicate with your network.

 

Try turning the firewall off, and see if you can print.  If you can, then do some research on how to configure the firewall to recognize your wireless printer as a trusted device.

 

Please let me know how you make out.  Have a great day.

 

Regards,

-Phil


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#3 ManlyMcManlyton

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Posted 13 October 2016 - 11:43 AM

Can you plug into the printer directly?



#4 zertz07

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Posted 13 October 2016 - 11:16 PM

​Okay, I had it working again and I printed out some needed documents.  It then sat idle for an hour and when I went to print a document, I got that same error message again that it was "unavailable or not connected...." so I just left it and did nothing and then about 30 minutes later, it decided to print the document all by itself ...???  Fifteen minutes after it printed the document, the message 'it could not print document' came up.   This is why I think there is an infection of some sort.  My printer has worked just fine for over a year and then all of a sudden it is causing me lots of frustration.

 

 


Edited by zertz07, 13 October 2016 - 11:28 PM.


#5 garioch7

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Posted 14 October 2016 - 06:15 AM

zertz07:
 
OK, we can check for malware for you.  I am suspicious of a printer driver issue, rather than malware.  HP does offer a Windows 10 compatible driver package, here.  Personally, if you do not have that driver installed, I would uninstall your printer from your computer and then follow the instructions to install the new Windows 10 compatible version.  If that does not do the trick, then let's check for malware.

.

:step1: ESET Online Scanner using Internet Explorer:

Note 1: These instructions are for Internet Explorer only! If you're using Chrome or Firefox, you will need to download and install the ESET Smart Installer tool before it can scan. See instructions here.
Note 2: You will need to disable your currently installed Anti-Virus, how to do so can be found here.

  • Download esetsmartinstaller_enu.exe and save it to your Desktop.
  • Double click the icon.
  • Check YES, I accept the Terms of Use.
  • Click the Start button.
  • Accept any security warnings from your browser.
  • Click Advanced settings.
  • Check the following items.

Enable detection of potentially unwanted applications
Remove found threats
Scan archives
Scan for potentially unsafe applications
Enable Anti-Stealth technology

  • Click Start.
  • ESET will then download updates and begin scanning your computer.
  • If no threats are found simply click Uninstall application on close and hit Finish.
  • If threats are found click List of found threats.
  • Click Export to text file.
  • Save the file on your Desktop as ESET.txt.
  • Click Back.
  • Check Uninstall application on close and Delete quarantined files.
  • Click Finish.
  • Close the ESET Online Scanner window.
  • Copy and paste the contents of ESET.txt into your reply.

Don't forget to re-enable your antivirus when finished!

.

:step2: Malwarebytes Anti-Malware Free and Malwarebytes Chameleon Including External Drive

----------

  • Download Malwarebytes Anti-Malware Free and save it to your Desktop.
  • Double click the desktop icon, click Run, then Yes.
  • Click OK for English, then click Next.
  • Select I accept the agreement, then continue to click Next, then finally click Install.
  • Uncheck Enable free trial of Malwarebytes Anti-Malware Premium, if you do not want the free trial of the paid version, then click Finish.
  • On the Dashboard, select Settings.
  • Click on Detection and Protection.
  • Ensure that Scan for rootkits is checked. If not, check it.
  • If you are notified the Database is out of date, click Update Now.
  • Attach any external drives you want to scan, if not already attached.
  • Click the Scan button near the top.
  • Select Custom Scan, then click Configure Scan.
  • Place a check mark in any additonal drives you would like to scan.
  • Click Scan now.

----------
Note: If Malwarebytes will not launch please do the following to launch Malwarebytes Chameleon:
Click Start (Start, Search, All files and folders for Windows XP), then type mbam.
Double click one of the four following files (if one does not work try the next one, and so on) - A black command window will open. Follow those instructions until the Malwarebytes program starts the scan.

mbam-chameleon.scr
mbam-chameleon
mbam-chameleon.exe
mbam-chameleon.com

----------

  • When completed, click the down arrow on Export Log and select Text file (*.txt).
  • Save the file to your desktop as MBAM.txt.
  • Click Apply Actions, then restart your computer, if requested.
  • Please copy and paste the contents of MBAM.txt into your next reply.

.


Let me know how it goes. Thank you and have a great day.

Regards,
-Phil
 


Member of the Unified Network of Instructors and Trusted Eliminators


#6 zertz07

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Posted 19 October 2016 - 10:25 AM

I have completely uninstalled the printer and then re-installed it. I also downloaded the HP software and driver package.  The printer error continues... :smash:  

 

Report from ESET:

 

C:\Users\Leilana\Downloads\ErrorEND_Installer.exe multiple threats cleaned by deleting
C:\Users\Leilana\Downloads\IDM2.exe Win32/Idmsq.A potentially unwanted application cleaned by deleting
C:\Users\Leilani\Downloads\ErrorEND_Installer.exe multiple threats cleaned by deleting
C:\Users\Leilani\Downloads\IDM2.exe Win32/Idmsq.A potentially unwanted application cleaned by deleting

 

 

Here is the report from MBAM

 

Malwarebytes Anti-Malware
www.malwarebytes.org
Scan Date: 10/14/2016
Scan Time: 9:06 AM
Logfile: MBAM.txt
Administrator: Yes
Version: 2.2.1.1043
Malware Database: v2016.10.14.07
Rootkit Database: v2016.09.26.02
License: Free
Malware Protection: Disabled
Malicious Website Protection: Disabled
Self-protection: Disabled
OS: Windows 10
CPU: x64
File System: NTFS
User: Leilani
Scan Type: Custom Scan
Result: Completed
Objects Scanned: 632199
Time Elapsed: 1 hr, 50 min, 23 sec
Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Disabled
Heuristics: Enabled
PUP: Enabled
PUM: Enabled
Processes: 0
(No malicious items detected)
Modules: 0
(No malicious items detected)
Registry Keys: 0
(No malicious items detected)
Registry Values: 0
(No malicious items detected)
Registry Data: 0
(No malicious items detected)
Folders: 0
(No malicious items detected)
Files: 0
(No malicious items detected)
Physical Sectors: 0
(No malicious items detected)

(end)

Edited by zertz07, 19 October 2016 - 11:23 PM.


#7 zertz07

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Posted 20 October 2016 - 10:42 AM

PS  Also, my wireless mouse started acting up the same time the printer did.   I have to shut it off and turn it back on or take batteries out and put back in before it will respond on start up (or after sitting idle for a long time).  Just to rule out the mouse, I switched to a different wireless mouse and have the same situation with it.



#8 zertz07

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Posted 25 October 2016 - 09:46 AM

I got it all sorted out and working. Thanks






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