Windows Update KB4560960 Broke HP DesignJet 500 Plotters

[LouderCAD]

After applying Windows Update KB4560960 all three of our HP DesignJet 500 plotters would no longer plot. AutoCAD would throw an Unhandled Exception/Violation. I could not even print a simple Test Page. I could communicate over the network using the plotter static IP address and open the embedded web page but that was all. The solution was to uninstall Update KB4560960. Pulled my hair out for two days on this one. Hopefully this will help someone else out.

[LouderCAD · Accepted solution]

Forgot to mention Update KB4560960 was for Windows version 1909. Just checked Windows version 2004 and it turns out Update KB4557957 rendered the plotters useless so I uninstalled it and plotters are good to go.

[LouderCAD]

***UPDATE***

Microsoft released a patch/fix for Windows version 1909 and earlier. You can download the patch from Microsoft Update Catalog. Search for KB4567512. Look at the catalog listing carefully - there are many possible downloads. The caveat is you must install the "bad" update first - KB4560960, then install the patch. After all updates are installed, Windows version is 1909 (OS Build 18363.904). I can report the patch was a success. Plotters working again.

I have not seen a patch/fix for Windows version 2004 yet.

[CarlyleA]

Do you know if there is a patch for KB4557957?  This one is crashing the plotter as well.

[LouderCAD]

Looks like there is an Update from Microsoft for KB4557957 in regard to the print issue. Released June 18, 2020, KB4567523 (OS Build 19041.331) for Windows 10 version 2004. Go to Microsoft Update Catalog and search for KB4567523. I have not installed and verified this patch/fix.

[CarlyleA]

Thank you!  Both updates caused issues here.

[LouderCAD]

Useful links:

Windows version 1909 and 1903:
https://support.microsoft.com/en-us/help/4567512/windows-10-update-kb4567512

Windows Update Catalog URL:
https://www.catalog.update.microsoft.com/Search.aspx?q=KB4567512

Windows version 2004:
https://support.microsoft.com/en-us/help/4567523/windows-10-update-kb4567523

Windows Update Catalog URL:
https://www.catalog.update.microsoft.com/Search.aspx?q=KB4567523

[pauloosthuizen44]

Thank you 

  Been frustrated for a week- 

Now printing .pdf again

[flavio.tonello]

Have a Designjet 111 roll wiht a Jetdirect card 620n installed . So the printer is in my private network with a stactic ip. Sitll not working here because i was not able to uninstall . I get an error stating that the update for windows kb4560960 is required for the computer and cannot be uninstalled.

[LouderCAD]

Just to be clear, you DO need KB4560960 installed BEFORE you try to install the patch/fix. Are you saying you cannot install KB4560960?

[flavio.tonello]

I´m going to describe how it did worked for me. My machine already has the KB4560960, and as i said it could not be uninstalled. So i tryed to install the KB4567523 that you indicated but windows said that could not be installed too. 
My last chance was install the last update from automatic windows update( KB4552925), and then tried again install the KB4567523. This time worked fine and it prints now. I don´t know exactly the mess i did, but it´s working now due to the KB4567523 update . Thank you so much for your help!

[scottbTKZRK]

My system had version Win10 Pro 1909 installed  with 18363.900  Last update was KB4497165.

Windows updated my system with KB456960 last week and the printer stopped working.  I installed the suggested fix in the above message with update KB4567512.  The update took about 10 minutes to install and now my HP Designjet 500+HPGL2 is working fine again.  This is the first time I have had a problem with updates and my HP500 printer.  Thanks for the help and the advice on getting things going again.  Great information.  Thanks again. 

[inevares]

Thanks a lot, this solved my problem! 

[RandyBenson]

I have win 10 1909 build 18363.959. My DesignJet 500 suddenly no longer plots as of last week. A print job will briefly show up in the print queue, then disappear without plotting anything.  I have none of the mentioned KBs installed, and when I try installing any of them, the standalone update installer insists they are not applicable to my Windows version, however I'm choosing the updates for win 10 1909 x64.

Windows update still says version 2004 is not ready for my device yet (Dell Precision T3500, Intel Xeon, Nvidia Quadro K1200).

<drumming fingers waiting for v.2004>

[soportepellegrinet]

Hello! I cant install desingjet 500 in windows 10 x64 ver 2004. 

I tried multiple drivers nohing works..as soon as you send something to plot the window crashs and exit..

wich driver did you use?? can you send me the link please??

[LouderCAD]

The driver is actually for the HP DesignJet 510 - version 8.10 from 2013. This is the last updated driver from HP for the DesignJet 500 and 510. Here's the link:

https://support.hp.com/us-en/drivers/selfservice/hp-designjet-510-printer-series/3737526