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New HP Envy 5020 all in one printing blank pages

HPZ440 desktop
Microsoft Windows 10 (64-bit)

I've installed a a new New HP Envy 5020 to my HPZ440 desktop computer. The printer appears to be working, as far as test pages and scanning go, but any Word doc. or pdf saved to my computer just print out totally blank. The diagnostic printout shows the colours and alignment as being OK, but nothing showing on the printout for black, despite a scanned doc. printing off for me in grey/black. This is nothing to do with printing quality; it's a total lack of any print on saved docs. All HP diagnostic tests show up no issues. Any suggestions would be much appreciated.

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HP Support Agent
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HP Recommended

New HP Envy 5020 all in one printing blank pages



Welcome to the HP Support Community.


Let's try to do a root uninstall and reinstall of the software:


Unplug any USB cable, if any, before doing this.


1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between "printui.exe" and "/s")

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer. 


Once done, please download and install the software from here:


Let me know if this helps.


If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!




Have a great day! 


I am an HP Employee

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