HP Envy 5010

[greenhalghio]

I have owned the Envy 5010 for around 3 years, never had a problem till now.

The printer reset itself so have tried to reinstall it but to no avail, it seems to be stuck in a never ending loop.

When the printer starts up, it asks for language and country, after that it tells me to set up with the app - which i have installed.

The app (on both laptop and android device) fails to detect the printer, even after searching multiple times. The only option on the actual printer is the back button (to reselect language/country) or the Info button. When i press the info button, it again tells me that it recommends to visit 123.hp.com to install the app to continue setup, or select manual setup.

If i click manual setup, it instantly tells me that the cartridge cannot be used until printer is enrolled in HP instant ink - which it is. If i remove the cartridges, it just tells me that the cartridges have been removed and to install them. 

Obviously i just need to connect the printer to the internet to verify that the cartridges are enrolled but the wireless button isnt lit up and there is no way to access the menu on the printer.

When the instant ink cartridge error is on screen, there is no option to go back, and the only option is to switch the printer off. when it reboots, it just started the whole process again.

I do have a usb cable, and the laptop and the app detect the printer, goes through to the end of the setup and says setup complete, but then wont print a test page as printer is offline. The app then shows the error about the ink cartridges not being enrolled, and when i click through the app to login, it shows that I am enrolled, but the device is not connected to the internet. I have no other cartridges to install to clear the error as i have been enrolled on the instant ink program for a while now and sent back the empties to be recycled.

Have also tried installed the HP support assistant which is just as useless, as just opens the HP Smart app.

Have tried downloading the envy software/drivers

Have tried restarting countless times, unplugged it for 30 minutes and all the usual things that are normally suggested.

It seems the only option is to go out and buy new cartridges - which i wont do as the installed cartridges are nearly full, and would rather just go out and buy a new printer which wouldn't cost much more, and this whole debacle about only setting up using the app puts me off buying another HP product.

Is there something obvious that I'm missing?

Thanks for reading

[Vjx]

Hello greenhalghio ,

Thank you for reaching out. Regarding HP Envy 5010 not connecting issue you’re experiencing.

Kindly review the instructions as below :

- check the compatibility of the printer with device you are connecting , ideally tested with HP devices only 

- Were there any changes made to the hardware or software , windows updates or drivers update 

- Find all relevant guides and drivers from the support page here on best effort basis with the limited details that we have about the device  -

https://support.hp.com/ro-en/product/setup-user-guides/model/14095645

https://support.hp.com/ro-en/product/tools-dignostics/model/14095645

https://support.hp.com/ro-en/product/ink-paper/model/14095645

https://support.hp.com/ro-en/product/troubleshooting/model/14095645

https://support.hp.com/ca-en/document/ish_1716406-1413451-16

This will help us narrow down the cause and suggest the best fix