New HP PC (W10), HP Envy printer in "inactive" state (works with other PC)

[Claude-S]

My HP printer is working like a charm. I just got a new laptop (W10). Unfortunately, my printer is in state "inactive". I have tryied to fix this by using differents advices found on Internet, but nothing worked.

Using the repair tool on the printer page of Windows did not help : actually, it found no errors.

Any help would be much appreciated.

Regards

[Nirvana_95]

Hi @Claude-S 

Welcome to the HP Support Community. Thanks for bringing this to our notice.

We are here to help you with it.

May I know what is the Wi-Fi light status on the Printer(Blinking or Steady)?

Could you share a picture of the error messages?

Meanwhile, let's perform a printer hard reset and check:

• 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.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

Click the “Yes" on the bottom right to say “Thanks” for helping. 

[Nirvana_95]

Hello!

We haven’t heard from you in a while, this post is with reference to the thread you had created at your  

friendly neighborhood (HP Support Community). 

I would like to know if the resolution we provided worked for you? If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family. 

If you would like to thank us for our efforts to help you, go to the public post & give us a virtual high-five by clicking the "Thumbs Up" icon below, followed by clicking on the "Accept as solution" on my public post. 

Have a great day ahead! 

[Claude-S]

Unfortunately, it doesn't solve the problem.

I resetted the printer, and positively confirmed that Wifi is working (successfull printing with multiples system, HP and Dell laptops with W10 personal and professional edition, iOS...).

There are no USB cables connected on the printer.

I have to inform you that the "status inactive" may not be relevant, since other system have the same status but can successfully print.

As requested, here are some screenshots :

1 : does nothing

2 : here is the only error message I have. 

Unfortunately, HP Print and Scan Doctor does not find any issue.

I'm looking forward to read you,

Claude

[Nirvana_95]

Thanks for your response.

Use HP Print and Scan Doctor to fix connectivity and printing issues.

Download HP Print and Scan Doctor.

• Run HPPSdr.exe from the download location on your computer.
• Once HP Print and Scan Doctor opens, click Start, and then select your printer.
• If your printer is not in the list, turn it off and on, and then click Retry.
• If there is a connection problem, follow the instructions in HP Print and Scan Doctor.
• If a screen prompts you to turn on printer updates, click Yes.
• If a screen prompts you to make your printer the default printer, click Yes.
• Try to print.

Assign a manual IP address to manually connect the printer.

Find the printer IP address to assign it manually.

• Here are the steps to print network configuration for this printer model Make sure there is a U.S. letter or A4 size, unused, plain paper in the input tray.  
• On the printer control panel, touch the Setup icon. Touch Tools. Swipe down the display, and then touch Network Configuration Page.

Setting a Static IP Address

Once you know your printer’s IP address from the page you printed, entering it is pretty easy. Here’s what you do:

1. Run your Web browser.
2. In the Web browser’s address bar, type the IP address of your printer and press Enter. Assuming you entered the right address, the HP printer control panel should appear.
3. Click the Networking tab.
4. Under Connections, click Wireless.
5. Under IP Address Configuration, click Manual IP.
6. Enter the IP address, subnet mask, and default gateway in the appropriate boxes.
7. Click Apply.

You can try steps 2 and steps 4 in this HP document for more assistance:- Click here

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

Click the “Yes" on the bottom right to say “Thanks” for helping. 

[Claude-S]

For a reason I don't understand, HP Print and Scan doctor fails to start on my PC, even in an administrator session.

The print diagnostic tool of Windows is currently running for 10 minutes, and just found my HP printer :

By the way, I hereby confirm that the printer is configured with a static IP adress which value is 192.168.1.200, that IPv6 IS NOT used on my local network (disabled on the Windows Wifi interface).

Unfortunately, the diagnostic tool terminates without detecting any error (french message means "problem resolution has terminated without any detected problems").

My guess is that the problem is not related with the printer itself, but with my Windows setting. Unfortunately, I have been unable to find any relevant log or error message.

[Nirvana_95]

Thanks for performing the steps. 

I would suggest you perform a network reset on your printer and check the functionality. Here is a link that will help: https://support.hp.com/in-en/document/c01631527 

Once this is done, setup WiFi connection again on the printer.

Keep me posted!

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

Click the “Yes" on the bottom right to say “Thanks” for helping. 

[Claude-S]

Unfortunately, it doesn't help : I reconfigure the network of the printer (IP address 192.168.1.200, gateway...).

The printer is still working with a W10 professional laptop (identical configuration as this one), and a W10 home edition laptop.

Claude

[Nirvana_95 · Accepted solution]

Thanks for your response.

Let's try and uninstall the printer software from the root level on your PC and install the full feature printer software. 

First, unplug the USB cable from the printer if present.  

• Go to Control panel – Programs and feature – Select all the HP printer entries and uninstall them.   
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.   
• Restart your computer.   
• Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.   
• Once in device manager, click on the view tab in the top & choose “Show hidden devices”.   
• Then from the device manager list, check the entries under “Printer” – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device".    
• Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says “Unknown device”.   
• Once done, close device-manger. Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.   
• Under print server properties, go to drivers - remove any entry there as well.   
• Again, go running window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.   
• Once done you can try cleaning out your temporary files and cached files. You can try using automated applications like some cleaner software's that you can download from the internet.   
• Now restart your computer again.   
• Open the Run window again, type “services.msc” and press ok to get services window.   
• Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.   
• Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.   
• Repeat the same exercise on “Function Discovery Resource Publication” as well   
• Windows image acquisition stop and restart the service  Install all the available Windows updates If it is been a while since you updated your Windows, that is the main reason why Windows says your HP printer driver is unavailable. Here are the steps how to do a Windows Update to install all accessible operating system update. If you are accessing Windows 10, then these steps are for you.  

1. Hit the Start menu and write an update. After that, click on the “Check for updates” option.  

2. Tap on the “Check for updates” option.  

3. After clicking on that option, Windows will install the updates automatically.  

4. When Windows completes all its updates, start your computer again and attempt to print a file to check if your printer works. Reinstall the drivers from the Software and drivers page.

If the error persists, Try installing the printer with windows built-in driver

Here is a link that will help: https://support.hp.com/in-en/document/ish_2224996-1993298-16 

Keep me posted on the outcome.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

Click the “Yes" on the bottom right to say “Thanks” for helping. 

[Claude-S]

Well... I've done what you have recommended, and now I'm able to print.

Unfortunately, the HP Envy application no longer works, but it is not a big problem : I've installed a third party scanner app, so I'm able to scan. I'm unable to query the printer for ink capacity for example, but it is not a problem.

I have been unable to install the printer with the package from HP. So I used the Windows way...

From your list of operations, I have :

• uninstalled HP Smart and the scanner software
• uninstalled all the HP printer and scanner drivers I've been able to find (found some with printui.exe /s)
• delete the folder related to my printer in c:\programdata
• Check the services. It is very difficult, because my system is in french, so service names are quite different. I've been unable to find the service you called function discovery resource publication.
• started the service WIA

Thank you for your help.