Envy 6500e stopped printing after updated software automatically installed

[GreyhoundFancie]

Since new software was sent unbidden to "upgrade" the printer last month, it's been acting strangely.  It does everything as it should until "print preview".  Then it won't offer anything to select to actually print.  It also offers to "transform" the document. 

All I want is to print the document.  I've been messing around for three hours to fix this.  Attempts to correct:

* reinstalled HP software

* rebooted the router

* uninstalled and reinstalled the HP printer as default printer to the MacBook that I use to request print jobs

* brought the MacBook right next to the printer to see if that would help

This is sad.  I didn't ask for a software update.  Please instruct as to removing the correct software if that will be a solution.

[Garp_senchau]

@GreyhoundFancie, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It sounds like you're really dealing with a frustrating issue, especially since it seems to have started after an update. 

Here are some HP troubleshooting steps you can try to get your Envy 6500e working again:

Check for Printer Firmware Updates

Go to the HP support website: Sometimes updates that break things have new patches that fix them.

HP App: If you're using HP App to manage your printer, open the app and check for any firmware or software updates for the printer.

Reset the Printing System on Your MacBook

This step can often fix printer-related issues by essentially resetting the printer queue and system.

Go to System Preferences > Printers & Scanners.

Right-click (or control-click) in the list of printers and select Reset printing system.

Confirm by clicking Reset. This will remove all printers from the list.

Add the printer again by clicking the "+" button and selecting your HP Envy 6500e.

Reinstall HP Printer Software

Go to the HP website and make sure you’re installing the latest software and drivers specifically for your printer model.

Uninstall the current HP printer software completely before reinstalling.

Check Printer Settings via HP Smart

If you are using the HP Smart app, check the printer settings directly in the app. There could be an option like "Print Preview" that’s causing issues.

Disable Print Preview in Apps

It sounds like the issue is happening after the "print preview" stage. Some apps (like Word, Pages, or Preview) allow you to control the print preview. Try:

Going into the app’s print settings and disabling the print preview option, or selecting a direct print option.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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