We Couldn't Reach This Printer

External Issue #10579720


Stephanie H.
Jan 19, 2017
This issue is public.
Found in
  • Microsoft Edge
Found in build #
Reported by 13 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.

    • The problem could be that after Windows update, the driver for that printer is also updated, but not properly set. Try this…

      • Go to Devices and Printers.
      • Select Printer properties menu of the printer in question.
      • Go to Advanced tab.
      • Drop down the Driver list menu and select an appropriate driver (should have a similar name to what is currently selected.)

      Hope this helps.

    • I still have the same problem with a Brother HL-3170CDW and now it is October. Six months after the issue has been reported. Brother says it is a Microsoft issue. I copied and pasted C:\Windows\system32> dir /s PrintConfig.dll and get a message stating that there are no results found. How much longer are we going to have to wait. Chrome is looking better all the time.

    • FWIW, I too have this problem. Neither Edge nor Photos can connect to any printer. Tried both users on the affected PC; same problem. My laptop, which has pretty much the same printers (and O/S) installed on it, works fine.

    • I did cure my problem by reinstalling my Brother printer driver.

    • I am not able to print from Edge in Windows-10, all other applications are working fine.

      “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.”

    • As I stated on Oct. 18th, deleting the printer drivers and reinstalling them cured the problem for me.

    • In last few days, the same problem with the same message has suddenly appeared. Need it to be sorted asap. Also, need information/advice/instructions in simple language easy to interpret as not in any way a computer expert.

    • Uninstall your printer drivers and reinstall them. I had the same issue. as commented on Oct. 18 and again on Nov 14.

    • Just uninstall printer drivers then go to printers and scanners and find your printer

    • 09/04/2018

      Anonymous in Jul 22, 2017 raised this issue …

      I have this issue now …

      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.” Also MS pdf printer ,XPS document writer , Send to one note and Touchmail , wont 'print ' either . I can print fine using default printer from any other application in Windows. such as Internet Explorer; Office (Word, Excel, PowerPoint) and Firefox web browser . My Windows version is March 22, 2018—KB4089848 (OS Build 16299.334) This problem has been on going for a number of weeks now ( I think since an update ) and have done the usual driver re- installls and SFC /scannow and nothing shows up . Ive done recent 'update ' check and only Office updates are present for download and restart . Ive tried reg update for 'printnotify ' as this is showing error code 126 when I start service. . Is this the issue ? Whatever it is , this needs fixing pronto … as I’m obviously not the only one with this issue !

    • Having the same problem with Edge and Mail. Is there a fix?

    • Come on Windows get this sorted will you, just cannot believe sometimes the amount of stupid updates you bring in without checking first. it is one thing after another with you isn’t
      it get rid of microsoft edge if you cannot get it right I WANT MY PRINTER TO WORK NOW

    • Printer properties has no Advanced tab. I’m dead in the water on this printer Problem. Please get me some help that Works. Fix Windows. My Failure has persisted since earlier this spring (2018). To do any printing from my mobile device I have had to use Puffin. In some cases I’ve passed control through Firefox and it worked in Windows. This is an Extreme Error.

    • After submitting yesterday’s software failure report, I restored Windows to early May 2018. Still have same Complete Failure, unable to print. I’m unable to restore to any older date. Will we get a reply. Come to my house if necessary to see this Failure in the real world.

    • As I stated in an earlier post, I uninstalled the printer drivers and reinstalled them and it took care of it.

    • I am getting the same message when trying to print from gmail. MS support is useless. I’m not looking for a dll file so the MS ‘team’ can check the log. I don’t work for MS and I’m not wasting my time doing their job. This is absurd. MS’s attitude is like - hey it’s not like everything is supposed to work in our operating system. Be reasonable. Chill out. We’ll get a solution when we finish napping in our pods.

    • had the same issue. fixed after following suggestion from Hossein B. - change the printer driver in the printer properties!

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