10-22-2017 12:31 PM
My home network contains three laptop computers. Two of them run Windows 8, and the third one runs Windows 7.
I set up my Envy 5540 to print wirelessly, then downloaded files to each laptop separately. All of them were able to print from day one.
For some reason, one of the Windows 8 laptops lost its ability to print wirelessly. When I tried to print a document, it acted normally, except that the document went into the printer queue and got stuck there. I know that the laptop is still communicating with the printer because I was able to run some tests on the printer from that computer.
When I looked at the queue from another computer, it was empty.
I deleted all printer drivers/files from the offending laptop and reinstalled everything. It still does not work.
I noticed that one of the laptops that still works has the printer on a port described as "HP network re-discovery port monitor." The non-printing laptop has the printer attached to a COM port.
Solved! Go to Solution.
10-23-2017 04:14 PM
Thanks for taking an interest in the HP Support Forums! This is a great location to get resolutions and interact with experts from the community. I came across your post and wanted to assist you. I understand you are having issues while printing from your HP Envy printer. Don't worry as I have a few suggestions which should help you resolve this issue.
Hard reset on the printer, router, computer and other devices on the same network.
The following steps temporarily disconnect network and Internet connections and require restarting your computer. Complete any tasks or downloads in progress before continuing.
1. Press the Power button on the printer to turn it off.
2. Disconnect the power cord from the rear of the printer.
3. Disconnect the power cord from the wireless router.
4. Turn off the computer.
5. Wait for 30 seconds.
6. Reconnect the power cord to the wireless router.
7. Wait for 30 seconds, or until the router is fully on and ready
8. Turn the computer back on.
9. Wait for the computer to reload
10. Reconnect the power cord to the rear of the printer.
11. Turn the printer back on.
Let’s try assigning a static IP to try and fix this issue. Follow the steps below:
- Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
- Type the IP address on your web browser to obtain the printer EWS page on your computer.
- Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
- Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
- Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
- Click on radio button which says “Manual DNS Server” and under manual preferred type 184.108.40.206 and under manual alternate type 220.127.116.11 (This is Google DNS server address)
Once done, reinstall the printer drivers. Follow the steps below:
- Unplug the USB cable from the printer and computer if present.
- Go to Control panel – Programs and feature – Select all the HP Envy printer entries and uninstall them.
- Restart your computer.
- Now click on http://ftp.hp.com/pub/softlib/software13/COL61235/mp-147821-1/EN5540_Full_WebPack_1119.exe to download and install the updated printer drivers.
- In the connection type window, select “Wireless” and follow the on-screen instructions to complete the installation.
For more assistance, please follow the steps suggested in the support document for - HP Printers - Wireless Troubleshooting
Let me know how that pans out,
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment.
I am an HP Employee
11-13-2019 07:53 PM - edited 11-13-2019 07:55 PM
I have replaced the Windows 8 computer with a Windows 10 laptop. The problem still occurs--but only with that laptop. Oh, and this morning, instead of leaving the document in the printer queue, it just deleted it!!
Sometimes it is sufficient to start and stop the print spooler. Sometimes I have to reinstall the printer on one of the computers. I don't mind fixing this occasionally, but my wife doesn't want to learn how to do it, so she cannot print when I am not home. What I really want is a permanent solution. Why is this a problem only with her computer? Mine (the Windows 7 platform) always prints--EVERY. SINGLE. TIME. This is frustrating.
11-14-2019 01:41 PM
Welcome to the HP Support Community.
This could be a Windows 10 issue. Do you have any other Windows 10 computer to try installing the drivers on that?
Meanwhile, let;s do this:
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
11-24-2019 04:14 PM - edited 11-28-2019 10:34 AM
Before I get into the weeds on this, will any of these suggestions require me to start over with the other two computers? I want to know how many hours to plan for this project.
Edit: The other two computers are still printing. This one is not. The second suggestion took less than an hour to implement.
11-28-2019 10:31 AM
No go... The print queue shows "Spooling," then "Printing," then "Deleting." That's all.
The steps I took:
(verified that no USB cable was plugged in)
1.) In Windows, I opened Applications and Features
2.) Selected my HP Printer
3.) Selected Uninstall
4, 5) Verified that my HP printer was no longer in the Printers & Scanners window
6-12) Ran the printui.exe /s command and confirmed that there were no HP drivers on the Drivers tab
13-14) Opened c:/programdata/HP and verified that there were no printer related folders or files
15.) Restarted the computer
16) Installed software from https://support.hp.com/in-en/drivers (HP Envy 5540 Full WebPack)
17) Made a wireless connection to the printer and completed the "Information about your device" survey
18) Opened the HP Printer Assistant and confirmed that the printer and computer were communicating with each other
19) Attempted to print a test page
WHAT HAPPENED: The printer queue briefly showed that my test page was "Spooling," then "Printing," then "Deleting." It did NOT print.
11-28-2019 01:08 PM
Let's try these steps:
Restart print services and clear the print folder:
- Control Panel > icon view > Administrative Tools > Services >
- Scroll down, find, andStop Print Spooler Service
- Delete files from C:\Windows\System32\spool\PRINTERS
- Start Print Spooler Service
Let me know if this helps.
If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!
I am an HP Employee