I cannot get my HP 5000 series printer to print. The iPad and iPhone both recognize the printer but

[Anne172]

I cannot get my printer HP Envy 5000 series to print. My iPad & iPhone recognize the printer but when it tries to find the page(s) to print, it just keeps circling & never finds the pages. I worked with Apple & at first was told that my VPN was the problem with TotalAV & at first that worked. But a few days later it no longer worked & I can’t figure out what the problem is now.

[A_Gayathri]

Hi @Anne172,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Product. Not to worry I will help you to get a resolution to resolve the issue.

Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

click here and follow the troubleshooting steps lack or Color Ink Not Printing, Other Print Quality Issues

click here and follow the troubleshooting steps HP printers - Print Anywhere with the HP Smart app

If the issue persists, then please follow the steps mentioned in this document:

Hope this helps! Keep me posted. 

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