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Why does my customer see an error message when they try to print using the HP printer driver?

In July 2021, HP released a new printer driver with improved speed and performance. This meant that both customers and Community Teams were required to update their driver to the new version 6.2.8.

If you see the following message, this is because you have not upgraded to the newest HP printer driver:

To resolve this, customers must take the following steps:

  • Upgrade their printer driver here, by selecting the PrintWhere package suited to their device. This will update their old version to the newest driver.
  • If this doesn’t work – customers will need to uninstall their old driver first, then follow the instructions in the HP user guide to re-install the new version.  

For Community Teams, please use the guide here (pages 6-7) to update to the newest version of the driver.

References:
HP user guide
HP launch guide

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