We Couldn't Reach This Printer

External Issue #10579720

Details

Author
Stephanie H.
Created
Jan 19, 2017
Privacy
This issue is public.
Found in
  • Microsoft Edge
Found in build #
14
Reports
Reported by 5 people

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Steps to reproduce

When trying to print to any printer from Microsoft Edge, or from Photos, or the built in Mail client, I get the error message that “We Couldn’t Reach This Printer. Make sure the printer is on and you are connected to the printer’s network, or try a different printer.” I can print fine from any other application in Windows. Google Chrome works fine, Internet Explorer, from within apps like Office. Running Microsoft Edge 38.14393.0.0, Microsoft EdgeHTML 14.14393. Windows 10 Pro version 1607 build 14393.693

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    Comments and activity

    • Microsoft Edge Team

      Changed Assigned To to “Brad E.”

    • I have the same error message. I can’t print a document wireless from my Surface PRO. My HP Officejet 5740printer is on the same network as my Surface PRO 3. I can print wireless from a Windows 7 HP Pavilion dm4 Laptop. I also can print wireless from an iphone5s. I’ve uninstalled HP software, reset my Surface PRO to factory defaults etc. No luck.

    • I’m having the same issue. I could print fine until a few days ago and something changes where I cannot print anything from Edge, fine from other apps like Word, IE, etc.

    • Microsoft Edge Team

      Changed Assigned To to “Rico M.”

      Changed Assigned To to “Sebastian P.”

      Changed Assigned To from “Sebastian P.” to “Alper S.”

      Changed Assigned To from “Alper S.” to “Lakshmi M.”

      Changed Status to “Confirmed”

    • Hi George or Erica, could you please check if the printing works with other modern apps like Photos and Maps. If the issue reproduces, could you please open ‘Feedback Hub’ bug with repro mode on (Begin Monitoring and Stop Monitoring buttons), so that we can get the required logs for investigating this issue further.

    • I am having the same problem. It started after a windows 10 update took place. Other programs such as Adobe and Word work fine. The problem is connected to Microsoft Edge and to PDF prints from Live mail.

    • I’m getting the same. Printers work fine from Desktop Apps but not from any Modern App. Doesn’t make any difference which printer I use or which printer I set as my default printer.

    • Is there any progress resolving this problem?

    • We are actively looking for logs, without logs it is extremely difficult to root cause the issue. Can someone please try looking for printconfig.dll in their machine? Please let us know if this dll is present in the machine or not.

      From command prompt
      C:\Windows\system32> dir /s PrintConfig.dll

    • I won’t be at my work PC which is the one with the problem until Monday. But my home PC which does not have the problem has a number of instances of PrinConfig.dll within C:\Windows\System32\DriverStore\FileRepository\ and C:\Windows\System32\spool\drivers\

    • I am getting the same message when I try to print out a photo from the Photo App. I think before I used this app, don’t remember what I had before but I was able to print any photo.
      Now I can’t get this message over and over. I wasn’t aware of the same problem on microsoft edge until I read this article and tried it. Same happened couldn’t print out anything and got same message. I did try to see if that C:\Windows\system32> dir /s PrintConfig.dll was on my computer as you mentioned to try and it is.
      I hope you can resolve this issue soon as possible, as I would like to be able to print out a photo again. Or tell me what app and ways and means as to being able to print out a photo again until you clear up the problem with the new Photo App that I am currently using. Please email me with a solution to do this and the solution for the Photo App when it becomes available. Thanks!

    • I can confirm that my work PC which does have the problem does have a number of instances of PrintConfig.dll. In fact it looks much the same as my home PC which does NOT have the problem.

    • Lakshmi N, in response to your request for logs to investigate this. Please can you advise ho we can capture logs for this.

    • Lakshmi N, I have submitted a bug report via the Feedback Hub, with capture and a screenshot.

    • I’m having this same issue. I need a resolution ASAP. This issue is impacting my productivity at work! HELP!

    • Lakshmi N.- I searched for printconfig.dll and it shows up with the .dll

    • Since the Cumulative Update for Windows 10 Version 1607 for x64-based Systems (KB4015217) installed it has resolved the problem for me.

    • Microsoft Edge Team

      Changed Status from “Confirmed” to “External”

    • Hello,

      Thank you for providing this information about the issue. We have confirmed the problem, and we are working on a solution for a future build of Edge. We are presently tracking this issue as a duplicate of an existing internal bug report. We look forward to additional feedback you may have on how we can improve Microsoft Edge.

      Best Wishes,
      The MS Edge Team

    • When trying to print using default printer from Microsoft Edge, I get the error message that “We Couldn’t Reach This Printer. Make sure the printer is on and you are connected to the printer’s network, or try a different printer.” I can print fine using default printer from any other application in Windows. Internet Explorer; Office (Word, Excel, PowerPoint). Running Microsoft Edge 40.15063.0.0, Microsoft Edge HTML 15.15063. Windows 10 HOME version 1703 build 15063.413 Printing problem started with the last series of Windows 10 updates. Prior to update, default printer worked fine in Edge and ever since Edge was introduced when software was updated from Windows 8 to Windows 10. Problem started about 4 weeks ago.

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