HP ENVY 5050 not printing both sides after firmware update

[abenn]

A few days ago I got a popup advising me of new firmware for my HP ENVY 5020 printer/scanner, so I clicked on the link and installed the new firmware.  I noticed one oddity, that it treated this as a new installation, rather than an update, and invited me to register my device with hp, which I had already done when I purchased it.

Anyway, the real problem is that the printer no longer prints on both sides of the paper in duplex mode.  When I specify 2-sided printing and start the print, I get a popup message saying that I will need to manually place the first-printed pages back into the paper tray to print their second sides.  When I click on 'Continue' it prints every page, one page per sheet, rather than every other page.

Has anyone else encountered this problem, or was it maybe a glitch in my update?  Is there a simple remedy please?

[sandytechy20]

@abenn

Welcome to the HP support community.

This could be an update glitch.

Perform a power reset

1. Turn on the printer, if it is not already on.
2. Wait until the printer is idle and silent before you continue.
3. With the printer turned on, disconnect the power cord from the rear of the printer.
4. Wait at least 30 seconds.
5. Plug back the power cable straight to a wall outlet and printer without any surge protector.
6. Turn on the printer.

Update the printer firmware

Here are the steps:- Click here

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[abenn]

Thank you for your reply. 

I followed your steps to the letter, but the update utility searches and finds my printer correctly, but it says "Up-to-date" and the 'Update' button is greyed out.

I then performed a factory reset using the utility on the printer panel, but still the update utility says it's up to date, and won't allow me to update.  Also, the reset hasn't cured the duplex printing issue.

In case it helps, my OS is Windows 10 64-bit on an HP Pavillion PC, and my printer is connected by USB cable.

[sandytechy20]

@abenn

This might require one on one interaction to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[abenn]

Because my printer is 2-years-old and out of warranty it's going to cost me to talk to someone in hp.  That's not very consumer-friendly!

[sandytechy20]

@abenn

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

Cheers.

[abenn]

As you've surmised, I'm not very familiar with this forum, for I usually don't have any problem with my HP gear!

I'll keep my eye open for a PM from HP, but at the moment there's nothing in my in-box.

[abenn · Accepted solution]

Thanks Sandy for referring it.   HP did get back to me, but were unable to deal with the issue at the moment due to Covid pressures.  However, I found that there's an advanced setting where duplexing had been changed to 'Not installed' after the firmware update, and changing that back to 'Installed' has cured my problem.  Thank you.