Stopped printing documents. Will print screenshots

[Shotgun42]

Has stopped printing documents. Will print screenshots.  Turned off didn’t help 

[Sneha_01]

Hi @Shotgun42,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

If your HP Envy Pro 6400 is only printing screenshots but not documents, this issue could be due to various reasons including driver problems, print settings, or issues with the document itself. Here's a step-by-step guide to troubleshoot and resolve this issue:

1. Check Print Settings

• Document Format: Ensure the document you're trying to print is in a supported format (e.g., PDF, DOCX). Some formats might not print correctly due to compatibility issues.
• Print Settings: Check if there are any specific print settings or preferences that might be affecting document printing.

2. Update or Reinstall Printer Drivers

Download Latest Drivers:

• Go to the HP Support website and search for your printer model.
• Download the latest drivers and software for your printer.

Reinstall Drivers:

• Uninstall the current printer drivers:
  • On Windows: Go to Settings > Devices > Printers & scanners, select your printer, and choose Remove device.
  • On macOS: Go to System Preferences > Printers & Scanners, select your printer, and click the - button to remove it.
• Install the downloaded drivers by running the installer and following the on-screen instructions.

3. Check for Printer Errors

• Printer Display: Check the printer’s display panel for any error messages or warning lights.
• Printer Queue: Make sure there are no stuck print jobs in the queue:
  • On Windows: Go to Settings > Devices > Printers & scanners, select your printer, and click on Open queue. Cancel any stuck jobs.
  • On macOS: Go to System Preferences > Printers & Scanners, select your printer, and click on Open Print Queue. Cancel any stuck jobs.

4. Verify Document and Application Settings

• Test Different Documents: Try printing different types of documents from various applications (e.g., PDF from Adobe Reader, Word document from Microsoft Word) to see if the issue is with a specific type of document or application.
• Application Issues: If the problem is isolated to a specific application, try printing from a different application or update the application.

5. Run Printer Troubleshooter

On Windows:

• Go to Settings > Update & Security > Troubleshoot.
• Select Printer and run the troubleshooter.

On macOS:

• Check for any troubleshooting options in Printers & Scanners settings or use the HP Smart app for additional diagnostic tools.

6. Check Network and Connectivity

• Network Connection: Ensure your printer is properly connected to the network. Check Wi-Fi or Ethernet settings if applicable.
• Reconnect Printer: Try reconnecting the printer to your computer or network.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support