Microsoft driver issue

[ktsmom]

I have had zero issues for the past 5-6 yrs with my Envy 5500 series printer.  I've been a subscriber to the Instant Ink program for  several yrs and love it.  Two weeks ago, my Office 365 subscription expired and I do not have the finances to renew right now.  Then, three days ago, my printer stopped working.  I have done everything I can think of - uninstalled then reloaded the software, used the HP Smart software, tried printing using direct wifi, tried using virtual assistant - nothing works.  My laptop can "see" the printer but simply will not print.  I'm thinking I no longer need my Instant Ink subscription now.  This is crazy.  I feel my HP printer is being held hostage by Microsoft -  until I purchase their product - I cannot print.  What can I do??     

[Max3Aj]

@ktsmom, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 

Instant ink subscription is no way related to MS Office. 

To cancel Instant ink subscription:

1. Sign into your account:
2. Verify the serial number by selecting Overview, and then Printer Details in the Status area.
3. Click HP Instant Ink, then Update Plan in the left menu.
4. Scroll to Plan Details.
5. Click Cancel my HP Instant Ink Subscription and then follow the prompts.

You receive an email confirmation immediately, and another at the end of the billing cycle.

Please Note: 

If you cancel:

• You can continue printing with Instant Ink supplies until the end of your current billing cycle.
• At the end of the billing cycle, you must remove Instant Ink cartridges and purchase Original HP Ink or Toner directly from the retailer of your choice to continue printing. Instant Ink cartridges only work in enrolled printers.
• Your final monthly charge comes at the end of the billing cycle.
• The Paper Add-on service ends with your Instant Ink service.

You may refer to this document - Cancel your account | HP® Support

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support 

[ktsmom]

Max3Aj - thank you for your response and help.  I appreciate your time.  Is there any way to get my printer working again?  Why will none of the HP drivers work?  I really don't want to cancel my Instant Ink plan.  I like using the program.  But I cannot print now.  Can't HP help me get my printer working again if I am no longer using Office?

[Max3Aj]

@ktsmom, Thank you for your response. 
Re-iterating, HP instant ink and HP printer is not associated with MS Office. 

Let’s walk through a few steps to get your HP Envy 5500 series printer back up and running.

Power Reset the Printer

• Turn off the printer and unplug it from the power source.
• Wait for 60 seconds.
• Plug it back in and turn it on.

Check Printer Status in Windows

• Go to Control Panel > Devices and Printers.
• Right-click your Envy 5500 printer > See what’s printing.
• If there are any stuck print jobs, click Printer > Cancel All Documents.
• Ensure the printer is set as default.

Reinstall the Printer Driver

Even if you've done this before, try a clean reinstall:

• Uninstall the printer from Settings > Devices > Printers & scanners.
• Download and install the Full Feature Software and Drivers from the official HP site: Official HP® Support

Check Wireless Connection

• Make sure the printer is connected to the same Wi-Fi network as your laptop.
• On the printer, print a Wireless Network Test Report from the control panel to verify connection.

Try Printing from HP Smart App

• Download or open the HP Smart app: HP Smart
• Add your printer and try printing a test page.

Check for Windows Updates

• Go to Settings > Update & Security > Windows Update and install any pending updates.

Regarding Microsoft Office

You mentioned you're no longer using Office. That’s okay! You can still print from:

• HP Smart App
• PDF viewers like Adobe Acrobat Reader
• Web browsers or any other app that supports printing

I hope this helps!

If my response resolves your issue, please click “Accepted Solution” to help others find the answer. Also, don’t forget to click the “Yes” button to say thanks!

Take care and have a great day.

Max3Aj

HP Support

[ktsmom]

Hi Max3Aj, 

I did each step in your previous reply and nothing seemed to work.  Where I previously could change or alter the settings on my printer (both hardware and software), I can no longer access these settings for some reason.   This is one of the error messages I received:

SWD\PRINTENUM\WSD-18ae875b-0e79-45dd-8ff3-f08a51c55888 requires further installation.

I am almost certain it has something to do with uninstalling Office.  I tried reinstalling the HP software and that did not work.  I also downloaded HP Smart and tried using it and that didn't work.  Below is info from one of the property buttons: 

Printqueue.inf

Device SWD\PRINTENUM\{45E25D5B-BD6F-46BE-8691-A776820ACB82} was configured.

Driver Name: printqueue.inf

Class Guid: {1ed2bbf9-11f0-4084-b21f-ad83a8e6dcdc}

Driver Date: 06/21/2006

Driver Version: 10.0.19041.1

Driver Provider: Microsoft

Driver Section: NO_DRV_LOCAL

Driver Rank: 0x0

Matching Device Id: PRINTENUM\LocalPrintQueue

Outranked Drivers: c_swdevice.inf:SWD\GenericRaw:00FF3001

Device Updated: false

Parent Device: SWD\PRINTENUM\WSD-18ae875b-0e79-45dd-8ff3-f08a51c55888

The HP Smart program shows the printer is installed.  Under 'devices', the status is idle.  My permission to change access to the printer properties is 'denied'. 

In the HP Smart program, both the printer and software show the same IP address as the printer location - still will not work.  Not even print a test page.

All other programs on my laptop are working as usual - just my HP printer stopped working when I removed Office.  

[Max3Aj]

@ktsmom, Thank you for your response,  

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support