cancel
Showing results for 
Search instead for 
Did you mean: 
Mister-BIG
New member
2 0 0 0
Message 1 of 2
150
Flag Post

Issue with HP Envy5640 - HP Smart not showing printer online whereas it is connected to network

HP Recommended
HP Envy5640
Microsoft Windows 10 (64-bit)

Hello,

HP Smart not showing printer online whereas it is connected to network. I have tried to update software after diagnostic done but I got en error message telling me that E5640x64.msi is not available (network issue with HP Site ? ) and I am not able to find it on my own computer.

What could be done , it is not possible for me to scan or print anything ?

Thanks for your reactive and appreciated help.

Regards,

Mister-BIG

1 REPLY 1
TEJ1602
HP Support Agent
HP Support Agent
18,772 18,749 1,541 1,515
Message 2 of 2
Flag Post
HP Recommended

@Mister-BIG, Welcome to HP Support Community!

 

I see that you have issues with printing through the HP Smart App, let us try to isolate and resolve the issue-

 

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

 

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

 

If the issue persists, I recommend you delete the driver and root level and retry, follow the steps below: 

  

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”

😎 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.

 

Also, uninstall the HP Smart App from the computer and continue.

 

Use this link to download and install the new driver. Configure the printer and try printing.

 

Hope this helps! Keep me posted. 

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

0 Kudos
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