I can scan but not print

[debsdelight]

Hello,

I am in need of your help.

I have an HP Envy 5640 printer and had no issues with it until I bought the laptop 16 months ago.  I can scan but not print from the laptop.  I can print from my android phone.

I have uninstalled and installed the drivers from the HP website on several occasions.  I have run the HP Print and Scan Dcotor and it has printed a page at the end its checks.

In Devices and Printers, the printer icon is grey, cannot be selected  and the information says the driver is unavailable.  The only apparent option is Microsoft Print to PDF.  When I try to print a file, the window that opens only allows the option of saving.

If there is any other information you require, please don't hesitate to ask.

Thank you for your help.

Debbie

[The_Fossette]

@debsdelight,

Welcome to the HP Forums!

This is a wonderful place to converse with the community, get assistance and find tips.

I reviewed your post and understand that you are having issues printing from your computer.

I'll be glad to help you 🙂

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the printer was working fine?
• How is the printer connected to the laptop? (USB/Wireless)
• Have you made any software or hardware changes on the computer?

Meanwhile, I recommend you follow the below steps and check if it helps.

• In Windows, search for and open Programs and features
• Select your HP Printer
• Select Uninstall
• In Windows, search for and open Devices and printers
• In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’
• Open up the run command with the “Windows key + R” key combo.
• Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)
• Click on the “Drivers” tab
• Look for HP Printer driver. If you see it Click on it and click Remove at the bottom
• Select Ok
• Select Apply and Ok on the Print Server Properties windows
• Close Devices and Printers
• Restart the PC
• Download and install the printer software from the below link.
• http://hp.care/2nikIQ9
• Connect the USB cable ONLY when prompted and follow the on-screen instructions.

Let me know how it goes. Awaiting your reply!

If the solution provided helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Good day! Take care 🙂

Cheers!

[debsdelight]

Thank you for your reply.  I am grateful for your help.

To answer your questions:

I have had problems with the printer ever since I got the new laptop in November 2016.  To begin with, the laptop "forgot" the driver and uninstalling it and re-installing it worked, until the next time I wanted to print.

That changed a few months ago, possibly after a Windows 10 big update.  Unfortunately, the updates are set to run automatically and I don't really know what happens and when.

The printer is connected wirelessly.  I am able to print from my smartphone, wirelessly.

I hope that helps.  I am hoping to follow your list of instructions over the weekend and will let you know how I get on.

Again, thank you for your help.  It is much appreciated.

[DavidSMP]

@debsdelight,

I read the post. Thanks for the update and it is a pleasure to hear from you. Your time and efforts are greatly appreciated. Your resolve and commitment to get the issue fixed are amazing.Kudos to you for that. 🙂

As The_Fossette s out for the day I am taking over from here.

Please try the steps suggested by my colleague and let me know how that pans out.

If that does not work, then try these steps to uninstall and reinstall the printer at the root level in a new user account:

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, in control panel and select any printer listed there and you will get some options on the top.
• Click on print server properties.
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box,
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again.

• Then create a new user account as an administrator  from this link: https://hp.care/2rZfJBC

Log into the new user account after restarting your computer.

Then download the latest full feature driver from  http://hp.care/2nikIQ9 and install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

This should fix the issue.

If this does not do the trick, please download the Windows Built-in drivers by following instructions from this link: https://hp.care/2o3acvH

This should resolve the issue for you. There is an associated YouTube video on how to install the built-in drivers.

Please perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

[debsdelight]

My grateful thanks but I'm afraid your scheme did not work.  There is progress as the printer appears in Printers and Devices as default printer and there is no mention of missing drivers.  However, when I wish to print, I still get the window asking to "save print output to...."  On a brighter note, the software indicated the right app for my new smartphone so I might at least be able to print from it!

My thanks also to your colleague for his solution.  It's next on the list to try (but not at this time of night)!

Thanks again,

Debbie

[Raj1788]

@debsdelight,

Thanks for the reply.

It looks like you were interacting with DavidSMP and The_Fossette, but he is out for the day & I'll be glad to help you out. 

I'm Raj1788 & I'm at your service. 

Please follow the mentioned steps and get back to us we'll be glad to assist you.

And also Is the printer able to make a photocopy? If yes then it indicates that the printer and ink cartridges are fine. 

Have a great day!

Cheers:)

[debsdelight]

Hi Raj1788,

Thank you for introducing yourself and welcome to the fray!

The problem is most definitely with the laptop.  I have run the HP Print and Scan Doctor on several occasions and have always had a page printed at the end of the process.

I was hoping to follow David's list of instructions today but my laptop threw a spanner in the works.  Neither the keyboard Windows key nor the icon on the task bar were working.  The only way round it that I could think of was to keep shutting down the laptop using the start button until it finally shut down properly and resolved the issue itself.  In case it happens again, Is there another way of accessing the Control Panel without needing to use the Windows key and/or icon?

I appreciate your help and hope to try David's solution tomorrow.

Debbie

[The_Fossette]

@debsdelight,

Thank you for keeping me posted.

You can access the control panel by clicking the bottom-left Start button to open the Start Menu, type control panel in the search box and select Control Panel in the results or you can Click the File Explorer icon on the taskbar, select Desktop and double-tap Control Panel.

I recommend you follow the suggested steps and let me know how it goes.

Please post your results, as I will be looking forward to hearing from you.

Good day!

[debsdelight]

Hi Guys,

Apologies for the long silence.  I have a partial solution to my printer problem.  The last time I downloaded the printer software, the HP smart was included and I have found I can print from my laptop using the app.  Does that give you any clues as to what is going on?

I know it is the height of cheek but can you help me with another problem?  It's concerning an HP B110 series printer.  We tried printing and got blank pages.  I tried another laptop.  An information page printed after the software downloaded but, when trying to print from the laptop, it was blank pages again.  Any ideas?

Many thanks,

Debbie

[MKazi]

@debsdelight

You're most welcome. 

I came across your post and would like to assist. 

Since your HP Envy 5640 printer can successfully print using the HP Smart app then it indicates that the network connectivity is good. The evidence points towards the drivers/software.

Secondly, I read that your HP Photosmart Wireless e-All-in-One Printer series - B110 produces blank pages while printing. I'll be glad to assist you with this issue.

• Is the printer able to make a photocopy successfully? If yes then it indicates that the printer and ink cartridges are all fine. 
• Are you using original HP ink cartridges or refilled in the printer?
• Are the ink levels fine?

If the printer does not print colors (including black) then you may perform the following steps from the below links:

• Solution 5 & 6 from this HP document: https://hp.care/2FPqD4n
• Step 1 to 5 from this HP document: https://hp.care/2KZajjK

If the photocopy prints fine then it should be an issue with the drivers/software. In such a case please download and run the HP Print and Scan Doctor. This tool will fix any issues with the drivers/software.

I sincerely hope this fixes the issue. Keep me posted for further assistance.

Good luck! 🙂