• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Experiencing 'Printer Blocked' or 'Printer Error' message? Click here for more information.
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our Black or Color Ink Not Printing, Other Print Quality Issues info about: Print quality and Cartridge Issues.
Locked

‎06-24-2016 02:55 PM

HP Recommended
Product: Photosmart 5520
Operating System: Microsoft Windows 10 (64-bit)

Hello,

 

I have a HP Photosmart 5520 printer which, until recently, worked absolutely fine! I even upgraded my laptop from Windows 8 to 10 and the printer continued to work perfectly.

 

However, a few weeks ago, the printer wouldn't respond anymore. Otherwise said: when I try to send a print job to the printer from my laptop (wirelessly), the computer says it can't find the printer. The printer is turned on, definitely on the same wireless network as the laptop and nothing changed to that network. But I keep getting errors.

 

I tried to fix the problem by removing the printer from my computer and reinstalling the drivers, but when trying to run the driver installing program, it can't locate my printer either. I can't even locate it by manually typing the IP address of the printer (as the installer asks) ... Yet I am again definitely sure both devices are in the same network and I also double, triple checked the typed IP address.

 

I really don't know what else to do. I also don't understand the problem at all, since I changed absolutely nothing to my computer or network ... the printer simply became "unreachable".

 

I am now bypassing the problem by using e-print (mailing the documents to be printed to my eprint address) but I don't like this option because a) it's unnecessarily complicated; and b) everytime you mail a document, the printer prints an extra page with e-mail details and this is a waste of paper and ink.

 

So if anyone could help me with my driver/connection problem, I'd be very grateful!

 

Thanks,

 

Lenny

3 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎06-24-2016 05:18 PM

HP Recommended

Running the diagnostics at http://www.hp.com/go/tools may help resolve the issue.  Download and run the HP Print and Scan Doctor.

 

You mention you have checked the IP address.  Can you open the printer's Embedded Web Server (EWS) by entering the IP address if the printer in your browser?


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


View solution in original post

Was this reply helpful? Yes No
2 REPLIES 2

‎06-24-2016 05:18 PM

HP Recommended

Running the diagnostics at http://www.hp.com/go/tools may help resolve the issue.  Download and run the HP Print and Scan Doctor.

 

You mention you have checked the IP address.  Can you open the printer's Embedded Web Server (EWS) by entering the IP address if the printer in your browser?


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


Was this reply helpful? Yes No

‎06-26-2016 06:20 AM

HP Recommended

Hello,

 

Thank you for your reply! The HP Doctor did get me towards a solution. Don't know exactly what the tool did, but I had to reboot my router and then the driversoftware was reinstalled. After that, the printer worked again. The only weird thing now is that the printersoftware indicates my black cartridge as a non-genuine HP one even though I definitely bought a real HP cartridge. But I can print, so no worries.

 

I now know what to do if it happens again.

 

Thanks for the help!

 

Lenny

 

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.

Didn't find what you were looking for? Ask the community

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.