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HP Recommended
HP ENVY 5020
Microsoft Windows 10 (64-bit)

This is a bit of a strange occurrence, so bear with me while I try to explain.


So for the last week or so, when I hit print on any PC or laptop device that I am using, I get an error on my pc/laptop saying that there is no paper, however, no error appears on the printer and there is clearly paper in the printer. If I try to print from my phone, my phone tells me that the printer is currently unavailable. This has lead me to believe that there is a wifi connection issue, however, the printer says that the connection is strong and I have even already tried to factory reset the printer, but the problem still persists.


To make this even more weird, about half hour after I hit print, the printer will randomly start printing what I had previously asked it to print. Again, this suggests a connectivity issue, but after the factory reset and trying with a cable, the problem persists and I have no idea what is going on.


I had a VERY similar issue with a really old HP ink jet printer we had years ago (when printers were cable only, not wifi) and my printer has only just gone out of warranty, so part of me wonders if these kind of issues are deliberate by HP to force us to buy new printers when they are out of warranty. I cannot afford a new printer right now and need this one to work, so any help would be appreciated.


Troubleshooting already tried:
General connection troubleshooting via device manager - no issues found

Checked for printer and driver updates - none available/printer is up-to-date

Disconnected and reconnected the wifi on the printer using the network wizard

Factory reset the printer

Tried using a cable

HP smart print detects no issues and says printer is ready


Same problem still persists.

HP Recommended

@Dapplefrost, Welcome to the HP Support Community! I’m here to help.


I understand you are not able to print from the computer. Are you using the HP Smart app to print? Let us try these steps:


Reset the printer

  1. With the printer turned on, disconnect the power cord from the rear of the printer.
  2. Wait at least 60 seconds.
  3. Reconnect the power cord to the rear of the printer.
  4. Turn ON the printer, if it does not automatically turn on.
  5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.


If this does not help, unplug the power cable and hold the power button down for 10-15 seconds and release it. Power on the printer and check.


Try making a standalone copy from the flatbed glass and check if that works. By this, we can conclude if this is a hardware or a driver issue.


Run HP Print and Scan Doctor to diagnose and fix any driver issue

Click here to download the file. Once downloaded, make sure to run the file to start the installation and click on 'Fix printing'.


Print a test page to check if that works

  1. On the printer control panel, touch the Setup icon .

  2. Touch Tools.

  3. Swipe down the display, and then touch Print Status Report.


Hope this helps! Keep me posted. 


Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

I am an HP Employee

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.