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Myers9
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My printer status says unknown and won’t print and I’ve did every single trouble shoot available

HP Recommended
HP ENVY Series 5000 All in One

I turned on my printer and its connected to my WiFi. My computer is connected to the same WiFi, and I kept trying to print but every time I tried, the queue stopped and said error printing. I go to the smart HP app on my computer which is where I can see everything. And it says that my printer status is unknown. But everything else is working. I have done three trouble shoots and they say nothing is wrong, yet it still won’t print anything I send to it. I also used HP Print and Scan Doctor. Didn’t work. I also tried talking to a virtual rep online, didn’t help. And after going through all of this it’s made me delete drivers and my devices but none of my drivers will delete and now my printer is not seen as a device on my computer. Please help!! The printer can print on its own but nothing I send to it in queue 

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Betty0610
HP Support Agent
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Message 4 of 6
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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: 

https://support.hp.com/in-en/drivers

 

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!

 

Thanks!

 

Have a great day! 

 


I am an HP Employee

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sandytechy20
HP Support Agent
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Message 2 of 6
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@Myers9

 

Welcome to HP support community.

 

Which operating system is installed on the computer to which this printer is connected?

 

Reply with the requested information for more assistance.

Cheers.

Sandytechy20
I am an HP Employee

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Myers9
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It’s Windows 10 64bit

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Betty0610
HP Support Agent
HP Support Agent
16,205 16,187 872 708
Message 4 of 6
Flag Post
HP Recommended

 

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: 

https://support.hp.com/in-en/drivers

 

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!

 

Thanks!

 

Have a great day! 

 


I am an HP Employee

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Myers9
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should I remove the driver only or the driver and driver package

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asmita6658
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@Myers9

 

Remove the driver and driver package. 

 

Let me know. 

Asmita
I am an HP Employee

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