Cannot print from my PC, but I can print from my iPhone

[JHud1]

I cannot get any documents to print from my HP laptop.  I have printed with this printer from this laptop before, but I had a different printer for a few months and then came back to this printer.   I ran the HP Print and scan doctor and was able to get an internal test print only.  I uninstalled the software and reinstalled.  I re-started the computer but I still have the same problem.  I am getting a message on my pc "Printer Needs user intervention" but there is no message on my printer.  The printer prints fine from my iPhone 14.  I am so frustrated!  Can anyone tell me what else to try? 

[Max3Aj]

Hi @JHud1, Welcome to HP Support Community. 

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

I understand how frustrating this issue can be. Since your HP ENVY 5642 e-All-in-One Printer works from your iPhone but not from your HP laptop, the issue seems to be with the laptop's connection or settings. Here are some troubleshooting steps to try:

1. Check Printer Queue & Restart Print Spooler

1. Open Control Panel > Devices and Printers
2. Right-click on your HP ENVY 5642 and select See what's printing
3. If there are any stuck print jobs, cancel all documents
4. Press Win + R, type services.msc, and press Enter
5. Scroll down to Print Spooler, right-click it, and select Restart

2. Set as Default Printer & Remove Duplicate Entries

1. Go to Control Panel > Devices and Printers
2. Find your HP ENVY 5642
3. If you see multiple copies (e.g., "HP ENVY 5642 (Copy 1)"), remove all and re-add the printer
4. Right-click the correct printer and select Set as default printer

3. Change Printer Port

1. Open Control Panel > Devices and Printers
2. Right-click your printer and choose Printer Properties
3. Go to the Ports tab and find the port assigned
4. If it’s set to WSD, uncheck it and select a Standard TCP/IP Port
5. Click OK, then try printing again

4. Run HP Print and Scan Doctor Again

• If it detects any issues, follow the automatic fixes

5. Reinstall the Printer Completely

1. Uninstall HP Software:
   • Go to Control Panel > Programs and Features
   • Remove HP ENVY 5642 and any related software
2. Delete Printer from Devices and Printers
3. Restart Laptop
4. Download & Install Fresh Drivers from HP website
5. Re-add Printer using USB or Wi-Fi

6. Disable Bi-Directional Support

1. Control Panel > Devices and Printers
2. Right-click Printer > Printer Properties
3. Go to Ports Tab > Uncheck "Enable bi-directional support"
4. Click OK and test printing

7. Try a Different Connection Method

• If using Wi-Fi, test with a USB connection
• If using USB, try a different cable and port
   

I hope this helps. 

Take care and have a good day. 

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! 

Max3Aj

HP Support 

[JHud1]

I tried all of the suggestions but it did not fix the problem.  Now I have a message on my laptop stating the "driver in unavailable".

I can still print from my iPhone.

[Max3Aj]

Hi @JHud1,

Thank you for your response, 

let's go deeper with advanced troubleshooting.
 

Check Windows Update for Missing Drivers

• Go to Settings > Windows Update
• Click Check for updates and install any pending updates, including optional ones related to printers

Manually Install HP Drivers

• Remove any existing HP printer drivers completely:
  1. Open Control Panel > Devices and Printers
  2. Right-click the HP ENVY 5642 and choose Remove device
  3. Press Win + R, type printmanagement.msc, and press Enter
  4. Go to Print Servers > Drivers
  5. Find any HP drivers, right-click, and select Remove
• Reinstall the driver:
  1. Go to HP’s official support page: HP ENVY 5642 Drivers
  2. Download and install the latest full-feature software

Add Printer Manually (if it does not auto-detect)

• Open Settings > Bluetooth & devices > Printers & scanners
• Click Add a printer or scanner > The printer that I want isn't listed
• Choose Add a printer using TCP/IP address
  • Find the printer’s IP on the printer screen or through Settings > Network Configuration
  • Use Standard TCP/IP Port instead of WSD
• Finish installation and test printing

Restart Printer-Related Services

• Press Win + R, type services.msc, and hit Enter
• Find and restart these services:
  • Print Spooler (Right-click > Restart)
  • Device Install Service
  • Device Setup Manager

Check Windows Printer Driver Store for Corrupt Entries

• Press Win + R, type C:\Windows\System32\DriverStore\FileRepository, and hit Enter
• Look for folders starting with hpn or prn
• Delete any old or duplicate HP-related folders (if possible)

[Max3Aj]

Install the Printer Using a Generic Driver

If the HP driver fails, try using the built-in Windows driver:

1. Go to Devices and Printers > Add Printer
2. Choose Add a local printer
3. Select Use an existing port (USB or TCP/IP)
4. Click Windows Update, wait for drivers to load
5. Select HP from the manufacturer list
6. Choose HP DeskJet 5600 Series or another generic model

Try a Clean Boot to Rule Out Conflicts

• Press Win + R, type msconfig, and press Enter
• Go to Services tab > Check Hide all Microsoft services
• Click Disable all, then go to Startup tab > Open Task Manager
• Disable all startup items and restart

Reset Windows Printing System (Last Resort)

This will remove all installed printers!

1. Open Command Prompt (Admin)
2. Type:
   net stop spooler
   del /Q /F /S %systemroot%\System32\Spool\Printers\*
   net start spooler
3. Reinstall the printer driver

I hope this helps.

Take care and have a good day.

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!

Max3Aj

HP Support