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sp97
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I cannot print from my Windows 10 laptop, the scan doctor says it is a software issue

Envy 5660
Microsoft Windows 10 (64-bit)

I am using a windows 10 (64 bit laptop) and have been having issues printing from it.  I have a HP envy 5660 printer.  I have followed all of the scan doctor recommendations, including uninstalling the drivers etc.  The first test page will not print, but the second test page will.  At the end - it said it was a software issue.

 

I also followed all of the steps from the virtual agent and this did not solve the issue either.  

 

I am able to use my printer from my phone and tablet (both apple devices).  

 

Please help!

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HP Recommended

I cannot print from my Windows 10 laptop, the scan doctor says it is a software issue

@sp97 

 

The printer software may not be installing correctly (or completely).

 

The normal "uninstall" may not be clearing all the software out of the computer.

 

Consider:

 

  1. Read through the procedure to better understand (and decide) what you want / need to do.
  2. Consider starting at the "All the bits" section when uninstalling the software.

 

Clean Remove and Reload Printer Software

 

Prep Work and Important Information

 

 

(How to) Create Restore Point

 

Before making any changes to your system, always create a Restore Point!

 

Stop all programs:  Browsers, games, Applications, etc.

 

Control Panel > icon view > System > System Protection

Click (Highlight) your main disk (C) > Select Create a Restore Point

OR

(As available)

Create a restore point now for the drives that have system protection turned on

Create

 

 

The Print and Scan Doctor

 

Trouble?  Before you try anything else, you may wish to download and run the HP Print and Scan Doctor - it does find and fix a number of issues, the software is easy to run, and it won't make anything worse.

 

The Doctor can help with several issues, including driver, connection, and "jobs stuck in the queue".

HP Print and Scan Doctor for Windows

 

HP Smart – The “Smart” New Printer Application for Windows 10

 

Looking for the HP Smart Application for Windows 10?

 

Getting “smarter” all the time, the HP Smart App provides all the print environment and setup you need to use your printer.

 

  1. Add your printer to your network.
  2. Download and Install HP Smart for Windows.

 

How-to

 

Open the Software and Drivers Support Website for your printer

Check the Box Get the App

OR

Links to HP Smart software for Windows and Mobile devices,  includes an FAQ section

 HP Printers - Using the HP Smart App (Windows 10)

 

 

Windows key > All Apps > scroll down to category H > click on HP Smart

HP_Smart_Start_Screen_Icon

 

Optional: Right-Click on the application to Pin to Start and / or Pin to Taskbar

 

Reminder:  For best results, after installing, be sure to log into the HP Smart app.

 

Adobe Reader DC – Needed Whether You Use It or Not

 

If you have not done so,

Reinstall / Update your PDF Reader (Adobe Reader DC /Optional  Foxit Reader)

HINT:  Watch out for and UNCHECK unwanted extra software

Adobe Reader DC software should be installed even if you do not open / view / print PDF files directly from the software.

 

IMPORTANT – Things are changing:

Not every printer offers the Full Feature Software as a direct download.

 

  1. If available, use the Easy Start method to install your software: During the installation, select the Full Feature Software (full driver) when the option to select the software is presented. The name of the “full driver” might vary by printer model.  For example, the software might be called “Full Solution Software” or simply “Full Driver”.
  2. After the software is installed, Restart the computer and log in

 

 

The Basics – Short and Sweet - Reinstall Full Feature Software

 

When everything is generally OK and you (just) want to remove and reinstall the software.

 

Printer Software

  • Uninstall the existing printer software from Programs and Features
  • Restart the computer and log in
  • Open Category Software and Drivers in your printer Support Website
  • Download-and-Save the Full Feature Software or HP Easy Start Printer Setup for your Operating System version.
  • Navigate to the folder in which you saved the software installation package (likely Downloads)
  • Right-Click on the downloaded package and "Run as Administrator" to start the installation
  • After the software is installed, Restart the computer and log in

+++++++++++++++++++++++++++++++++++++++++

OR

The Detailed Procedure – “All the bits and extra steps”

 

“Not Working” – Software does not work, won’t install, or things are generally “stuck in the mud”

 

Things to Know

 

NOTE

This procedure does not address File System errors in Windows nor does it fix issues in your network that are blocking or failing to find and accept the device on the network. 

 

  • Read through the following text, then proceed with the steps that are relevant to your situation.

 

  • For best results, do not ignore the suggested Restart

 

  • Procedure includes optional “extra bits” clear and clean steps to assist with “troubled” software installations. Extra sections are marked with an asterisk pair “**” front and back.

 

  • In general, most installations tend to work better if Windows Updates and your other computer Updates are already installed and current.

 

 

(Start)

 

** Printer Software – Blocked in Security Software **

 

Check your Security Software to make sure the printer software is not being blocked.  Most Security software will allow you to make an exception for applications / software you want to use on your computer.

 

If you make changes to the security software setup, Restart your computer and log in.

 

 

Uninstall Existing Printer Software

 

Uninstall existing printer software from Programs and Features

 

Method One - Control Panel > icon view > Programs and Features >

Method Two - Settings > Apps > Apps and Features >

Search or Scroll down

Uninstall the printer software

After the software is removed, Restart the computer and log in

 

If printer software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed

 

 

** Uninstall - Printer Software – Lurking in the Device Manager **

 

Check / Verify:  If the printer is still lurking in the Device Manager, remove it.

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

 

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

 

If any devices are removed, Restart the computer and log in

 

 

** Uninstall - Printer Drivers – Lurking in Devices and Printers **

 

Check / Verify:  If the printer drivers are still lurking in Devices and Printers, remove driver(s) related to the printer.

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

Clicking on a printer, displays options along the ribbon (near the top of the Devices and Printers window)

Click Print Server Properties > tab Drivers

Click on Driver(s) in list, select Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

If any devices are removed, Restart the computer and log in

 

 

** Uninstall - Printer Software – Lurking in the User Account **

 

Check / Verify:  Printer related files and folders are stored in the User AppData hierarchy.  If you have had trouble getting the printer to work, complete this step to delete printer files from the Temp folder and the Local\HP folder

 

Clear Temp Folder in AppData

 

Method One

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\Temp

OR

Method Two

Windows key + X + R (Run command) > type %temp%

 

Delete the files in the Temp folder (It is expected that some files cannot be deleted, ignore these)

Restart the computer and log in

 

Clear HP Printer mention in AppData\Local\HP

 

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

 

 

Installation – Full Feature Software

 

NOTES

 

  • If using USB, disconnect the USB cable between the printer and the computer before starting the installation. Connect the cable when instructed to do so (toward the end of the installation procedure).

 

  • Some (newer) printer models (only) provide the "Easy Start" install method. When applicable, the Easy Start installation will be found in the Software and Drivers website support page > Category Software

 

 

  • Within Easy Start, you will be given the opportunity to install the software that is available for the printer
    • Look for / Select the "Full Driver" software

 

HP Documents

HP Printers - Finding Drivers, Apps, and Updates for HP Printers

HP Printers - Uninstalling the Printer Software (Windows)

HP Printers - Updating or Upgrading Printer Firmware

 

Install - Manual Installation of the Downloaded Printer Software

  • Open File Explorer
  • Navigate to the folder in which you saved the installation file  (likely Downloads)
  • Right-Click on the installation package and “Run as Administrator

 

 

NOTES

  1. If you use the Easy Start method, select the Full Feature Software (full driver) when the option to select the software is presented. The name of the “full driver” might vary by printer model.  For example, the software might be called “Full Solution Software”.
  2. After the software is installed, Restart the computer and log in

 

 

** Install - Optional - Video help **

 

NOTE:  Videos may be found in one or more locations (depending on printer / software / version)

Open the printer Software and Drivers page >

Scroll down and select Related Videos > Click View All >

Find and view the relevant video

 

AND / OR

 

** Install - Printer Homepage – “Things that are your printer” **

Drivers / Software / Firmware Updates, Videos, Bulletins/Notices, How-to, Troubleshooting, User Guides, Product Information, more

Open the printer Support Website Homepage >

Scroll down and select Video Tutorials > Click View All >

Find and view the relevant video

 

AND / OR

 

Install - HP Collection of “how-to” videos

HP Video Gallery

  • Use Categories and the search window to narrow the search. 

For example,

Category Printers and All-in-Ones > Install, Setup, Drivers

  • Select your Video

 

 

Firmware

 

Consider installing the printer Firmware

READ (when provided) all information and instructions before installing the firmware

If / After the firmware is installed, Restart the computer and log in

 

Reminders

  • Firmware is normally updated after the printer software is installed / functional.
  • Firmware does not have to be updated if you change computers.
  • Firmware does not have to be updated when you reinstall the printer Software.

 

===================================================

Installation - Optional / Extras

 

** Install - Optional - For Windows 10 Users – Compatibility Mode **

 

If you have been having trouble getting the printer software to fully install (Printer Assistant is functional and Scanning works), consider using Compatibility.  Note that this method only fixes “one type” of difficulty; installing this way may – or may not – make the necessary difference.

 

Right-Click on the downloaded installation file > Properties > Compatibility 

Check "Run this program in compatibility mode for"

Select Windows 8 (or the closest you can find)

Click Apply and OK to close the Properties menu

Right-Click on the installation file and select to Run as Administrator

 

 

 

** Install – Optional - Port Issues - Create a TCP/IP port **

 

The assigned port may fail to connect the printer or certain printer activities (Scan).  Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues

 

How-to “Create TCP Port” Contributed by  greenturtle:

 

Create TCP IP port

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
2. On your PC, go to Control Panel, from Devices and Printers, Right-Click the printer and Left-Click Printer Properties, select the Ports tab.
3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
4. Type in the proper IP address for the printer.

This video resource will show you how to do it:
Create & Use TCP IP port

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)

 

(Finish)

 

 

Reference and Resources – Places to find help and learn how to use your Printer

Clarification of terms and "what the printer can do" (Specifications)

Printer Homepage – “Things that are your printer”

NOTE:  Content depends on device type and Operating System

HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Access to the Print and Scan Doctor (Windows), User Guides, Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP ENVY 5660 e-All-in-One Printer series

 

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

2020 Year of Rat

 

Kind Regards,
Dragon-Fur
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