HP Envy 7830 doesn't print

[Andrevanthof]

My HP Envy 7830 doesn't print on one of my computers.

Both computer and printer are connected to the network by cable.

Other computers and mobile devices are able to print.

Using HP Print and Scan Doctor, the testpage is printed. However printing a testpage from the printer queue properties page gives a message that the page is not printed. Any suggestion why not is not given. I tried Microsoft problem solver, but ofcourse it is not able to solve the problem.

Physically the connection is ok, since I can print the testpage from Print and Scan Doctor.

Printing from MS Office shows the file in the queue for a very short period and than it disappears without error. However no document is printed.

I tried to remove and reïnstall the software, but no change in behaviour. Then I tried to remove the software and delete all registry settings containing HP, Hewlett Packard end Envy and reïnstall, but no result.

Does anyone have a clue what to try next?

[Mans]

@Andrevanthof 

Hello,

In order to resolve this incident, please follow the following procedure:
1. Uninstall printing software:

1. Unplug the USB cable at the back of the printer, if necessary.
2. On the keyboard, simultaneously tap the Windows flag and the R key. The Run window opens.
3. Type appwiz.cpl, then OK. The Programs and Features window opens.
4. Click the right mouse button on Basic Software HP ENVY Photo 7830 serie, then Uninstall and Yes.
5. Follow the instructions on the screen to complete the uninstall of the printer.
6. Restart the computer.

2. Launch the registry editor:

1. On the keyboard, simultaneously tap the Windows flag and the R key. The Run window opens.
2. Type regedit, then OK. The registry editor opens.
3. Develop HKEY_LOCAL_MACHINE, then SOFTWARE, click with the right mouse button on Hewlett-Packard and Delete. (If the PC is HP-branded, develop Hewlett-Packard and remove Digital Imaging)

3. Delete the HP ENVY Photo 7830 series folder in the way:

• C: \Program Files\HP
• C:\Program Files (x86)\HP

4. Rename folder 3 in 3_old in the path below (a restart may be required):

• C:\Windows\System32\spool\drivers\x64.
• C:\Windows\System32\spool\drivers\W32X86.

NOTE: If the file refuses this action do as follows:

• On the keyboard, tap the Windows and R keys simultaneously. The Run window opens.
• Type net stop spooler, then press OK.
• Rename the file.
• Type net start spooler, then tap OK.

5. Launch a new installation with Full software and drivers for the HP ENVY Photo 7800 Series All-in-One Printer.

Do not hesitate to solicit us if needeed.

Best regards,

[Andrevanthof]

Unfortunately this solution did not fix the problem.

When trying to print a testpage from the printer properties page I still get the message that the page is not printed. It suggests that I should use the problem solver, but that can't solve the problem neither.

I think that the testpage that is printed from HP Smart is not using the printer queue, since that is printed normally.

So I think the problem is related to the printer queue...

[Mans]

@Andrevanthof 

Hello,

To resolve this problem, please configure a new Port as follows (Network printer and Windows only):

1. On the keyboard, press the Windows and R logo simultaneously. The Run window opens.
2. Type control printers, and then press ENTER. The Devices and Printers window opens.
3. Right-click the printer icon, then Printer Properties, Ports tab, and Add Port....
4. Select Standard TCP/IP Port, and then tap Add Port....
5. Click Next, and then enter the IP address of the printer (example: 192.168.1.97) in the Printer Name or IP Address field, and then click Next.
6. Once the port is added, click Finish and close all windows.
7. Try to print.

Do not hesitate to contact us if needed

Best regards,

[Andrevanthof]

Now I see two printers with the same name in the devices and printers screen.

At one of them there is listed "default, driver not available" and next to the other is listed "default, App available for this device"

The first one doesn't have a printer queue attached. The second one does. Trying to print a test page from this queue still leads to the message that the test page could not be printed.

Obviously I can't try this from the first printer, because there is no queue attached to it.

When I try to print a page from Microsoft Word (I see the printer only once here), I notice that the print job appears in the printer queue and it immediately disappears again, without any error. No page is printed however.

See below the output of the "Devices and Printers" page. Unfortunately it is in Dutch, so I added the translations in red for your conveniance.