Photo Envy doesn't print

[dth930]

I'm no longer able to print to my Photo Envy 7855.  It worked well for years and suddenly is no longer printing.  This may be related to the recent Windows update, but I'm not sure.  The timing could also be coincidental.

I'm running Win 11.   The printer and PC are both connected to a wired network.  

Generally speaking, Windows behaves normally when I try to print.  The printer says it's online, Windows says the printer is ready.  When I try to print, it seems like the job is sent to the spooler but nothing happens on the printer.  I can't even print a Windows test page.  However, I can access the printer's diagnostic page by entering its IP address.  Printing a test page from there works, it's just the Windows test page that doesn't work.

I've tried power cycling the PC and printer, uninstalling and reinstalling the printer, uninstalling and reinstalling HP Smart, etc.  I stopped the print spooler, cleared it and restarted it.  None of the self-help options work.  

I don't have any other printers connected to the network, but Microsoft Print to PDF driver is working normally.

HP Smart correctly shows the printer connection type as network and the status as active, but the installation status is "not installed".  Not sure why that is or how to resolve it.  However, it does show the printer as "ready".  If I run the HP Smart troubleshooter at the end it gives a diagnosis "driver check issue not fixed".  I have the options Try Again (which gives the same result) and Next, which leads me to other support options.  Besides uninstalling and reinstalling the printer, I'm not sure how to resolve "driver check issue not fixed".

What are my next steps for troubleshooting?
 - Dave

[Nal_NR]

Hi @dth930,

Welcome to the HP Support Community. 

I'd be happy to help you! 

Excellent description and a great diagnosis. It is greatly appreciated.           

When your HP ENVY Photo 7855 shows an "installation status" of "not installed" despite being connected and active on the network, it generally indicates a problem with the printer's drivers or the setup on your computer. Here’s a step-by-step guide to troubleshoot and resolve the issue:

1. Restart Devices

Restart the Printer:

• Turn off the printer, unplug it from the power source, wait for about 60 seconds, then plug it back in and turn it on.

Restart Your Computer:

• Restart your computer to refresh the system and clear any temporary issues.

2. Ensure Printer is Connected to the Network

Check Network Settings:

• On the printer’s control panel, navigate to Setup > Network Setup > Wireless Settings.
• Ensure the printer is connected to your Wi-Fi network.

Print Network Configuration Page:

• On the printer’s control panel, go to Setup > Network Setup > Print Network Configuration Page.
• Review the configuration page to confirm the printer’s IP address and connection status.

3. Reinstall Printer Drivers

Uninstall Existing Drivers:

• On your computer, go to Control Panel > Programs and Features.
• Uninstall any HP printer drivers associated with the HP ENVY Photo 7855.

Download Latest Drivers:

• Visit the HP Support website and download the latest drivers for your printer.

Install Drivers:

• Install the downloaded drivers and follow the on-screen instructions to set up the printer again.

4. Add Printer Manually

Windows:

• Open Control Panel > Devices and Printers.
• Click Add a printer and select your HP ENVY Photo 7855 from the list.
• If the printer is not listed, click The printer that I want isn't listed and follow the prompts to add it using its IP address.

Mac:

• Open System Preferences > Printers & Scanners.
• Click the + button to add a new printer.
• Select your HP ENVY Photo 7855 from the list, or click IP and enter the printer’s IP address.

Check the next set of steps in the next post. 

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @dth930,

Please find the next set of steps below. 

5. Reset Print Spooler (Windows)

Stop Print Spooler:

• Open Services by pressing Win + R, typing services.msc, and pressing Enter.
• Find and right-click on Print Spooler, then select Stop.

Clear Spooler Files:

• Navigate to C:\Windows\System32\spool\PRINTERS and delete all files in the folder.

Restart Print Spooler:

• Go back to Services, find Print Spooler, right-click, and select Start.

6. HP Smart App

Open HP Smart App:

• Open the HP Smart app on your computer.

Remove and Re-add Printer:

• Remove the HP ENVY Photo 7855 from the app.
• Re-add the printer by clicking on the + icon and following the setup instructions.

7. Firmware Update

1. Check for Firmware Update:
   • On the printer’s control panel, go to Setup > Printer Maintenance > Update the Printer.
   • If an update is available, follow the instructions to install it.

8. Check for Software Conflicts

1. Firewall and Security Software:
   • Ensure that your firewall or security software is not blocking the printer or the HP Smart app.
   • Add exceptions for the printer and the HP Smart app in your firewall settings.

If these steps do not resolve the issue, and you have already tried all of these steps, and if the issue still persists, 

Let's try to perform a semi-full reset to restore the printer back to its original settings.

The reset instructions are specific to your printer and performing those steps on a different printer may brick the device. 

I've sent you a private message with reset instructions, follow the reset instructions to perform a full reset and re-initialize the printer. 

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.