Print Scan Doctor 5 reports no paper and driver conflict

[mpw101]

HP p6-2220t - Windows 7 sp1 64bit - Microsoft Security Essentials with Windows Firewall

HP ENVY 5540 Firmware: NBP1CN1741AR   Software: 040.011.1119.1786

Printer Driver: 17.59.00.4119

This all started when my black ink apparently ran out even though the printer report still says it is about 20% full.  OK fine I have ink on order.  But the latest version of the Print and Scan Doctor 5 said there was not paper in the printer.  I took the paper out and reloaded it.  I checked for paper jam.  That did not work the PSD still said the paper was not there.

Meanwhile on the little screen on the printer I was advised that an update was available.  Against my better judgment I clicked OK and an update was installed on the printer.  Then the PSD said there was a driver conflict so I uninstalled and reinstalled the latest “full feature software” from HP Customer Care as instructed.  (See Above)

But the PSD still says I have a driver conflict and there is no paper. 

I also got stuff I don’t want. I have turned off HP ePrint and HP Pintables and HP Instant ink is disabled.  There is also something called AirPrint which seems to be on by default (says on and link greyed out) and I do not know how to turn it off.  I do not have an iPhone but I guess anyone who does can access my printer because the door seems to be open by default.  Wi-Fi Direct seems to be off by default, whatever it is.  Google cloud print says I don’t have permission due to set up, good, I don’t want it.  But I don’t know what I did to turn it off.

Is there a way to get the PSD to see I have the latest firmware, software and printer driver?  Is there a way to convince the PSD I have paper in the printer?

Also I just want to print wirelessly over my home network through my router.  Will I lose that if I just turn all internet services off?

[mpw101]

OK now my computer just installed a new driver automatically.  Now when I click on the printer in the start menu “Envy 5540 series” a box comes up and tells me I have two or more of the same device. 

Also Device Manager has changed the name of my default printer.  The second printer just added is a WSD printer and I don’t know what that is but it is on a different port.

Device manager also indicates a WSD scaner has been added.

I do not understand all this.

P.S.  None of the driver, firmware of software versions changed from my original post.  They are the same.

[Dvortex]

Hello, @mpw101 – Greetings 🙂

Allow me to welcome to HP Support Forums! It is a great platform to get help from the community, get suggestions and find what has worked for others!

I see that you are facing issue with the HP Envy after a recent update. Let’s try to perform a clean install as suggested below:
 

• First, unplug the USB cable from the printer, if present.
• Go to Control panel – Programs and feature – Select all the HP Envy 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" (there is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Open run again, type “%temp%” and press enter to get the temporary files. Delete all the files here. Skip the items which cannot be deleted.
• 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.
• Now, go to http://ftp.hp.com/pub/softlib/software13/COL61237/mp-147823-1/EN5540_Basicx64_1119.exe to download and install the software.
• Connect the USB cable if prompted and follow the onscreen instructions to complete the installation.

Let me know if that helps!

Good luck 🙂
 

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[mpw101]

Thank you for your detailed reply.  I am going to try it.

When I downloaded from the HP site last time it caused a conflict in the print driver.  PSD 5 saw a different Print Driver that the one the Printer reported.  PSD saw a Print driver version that began with 20, I don’t remember the rest of the number, but the one reported by the Printer is 17 something. ( Printer Assistant > Maintain Your Printer> Device Information tab in Tool Box > Printer Driver Version 17.59.00.4119.)

Since my last post I did uninstall everything by the method you describe, but I did not know how to do the thorough cleaning you recommend.  I then installed from the disc that came with the computer and the “print driver conflict” disappeared.  But PSD still says there is no paper when there is and there are no jams or anything else.  And of course I no longer have current updated software.

I am thinking if I get all the old stuff off per your instructions, then I may put the new software and drivers on and there won’t be a conflict.  But isn’t the printer still going to report the old version. 

So really I just need to know if I can do this with out a usb connection.  I can probably find  a USB cord around if I need to do it that way.  Maybe that is how to change the version on the printer. ???

I’ll wait to hear from you before I start.

Thank you very much for your help.

P.S. The old extra printer went away but there is a new ghost.  5400 series (NET) is associated with the scanner in Device Manager and no printers are listed.  5400 series (Network) is associated with the Printer in Devices and Printers and no scanner is listed.  But shortcuts go to same device.

[mpw101]

Well I followed your instructions very carefully and had no problems.  I think I got a clean install but PSD still thinks there is no paper in my printer and it still thinks I have two printers.  I took notes as I went through the steps.

1. In Programs and Features I removed 5540 series basic printer, the Help file, the update file, Google/chrome cloud and hp eprint (?). All these had the same install date and were installed together, but not sure of names.
2. Devices and Printers – no printers shown
3. Device Manager – no printers, no printer queue, no imaging devices and no unknown device
4. Print server properties – one driver for Officejet 8610 PRO x64 – never had this printer and I deleted it. (I did have an Officejet 6500 All-in-One previously.)  I did not delete Microsoft XPS Document Writer.
5. I emptied the temp folder except for Adobe ARM log and FXSAPT debug log; these two did not want to be deleted.
6. Services: Remote Procedure Call already started and set to automatic. Function Discovery Provider Host already started and set to manual. Function Discovery Resource Publication already started and changed from automatic to manual.
7. Downloaded and installed software. I was not prompted for a USB cable connection because it detected I was connected wirelessly.

The Devices and Printers page shows a picture of my current printer and has named it HP ENVY 5540 series (Network).  This is consistent with the name on the HP network re-discovery port monitor associated with the serial number of my printer on this port.

In the device manager under imaging devices it lists HP ENVY 5540 series (NET) as the name of the scanner.

I am sending pix from the snipping tool so you can see what PSD reports.  The ghost printer is not the same picture as my actual printer.  It even has an IP address but when I tried to connect to it, it said it was not connected and I left it that way.  It also does not show up on my router or my modem.  I do not know how it got an IP address unless they are built in to the printer.

I thank you for your time.  I got new black ink today.  The printer works and the paper feeds fine.  But PSD still finds two printers and says I have no paper.

You have been very helpful.  Do you have any other ideas?

 

[Jeet_singh]

Hi @mpw101,

Thank you for replying,

As I understand you have followed the steps suggested and still having the issue. I would personally suggest you contact our HP phone support so that they can remotely take control of your PC and help you check the settings. 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[mpw101]

Well, first of all, I bought this printer in July, 2016 and the warranty has expired and I don’t want to pay for support.  Is your suggestion free?

Second, my printer is not broken.  It prints and scans and there is no problem with the paper.  It is loaded and feeds properly one page at a time.  My only question is why doesn’t the PSD tool know this.

I originally did not use the right key words.  This apparently happens a lot.  I see that now, as I researched further with other key words.  Finally I found part of the answer here in the HP Forum.

https://h30434.www3.hp.com/t5/Printer-Software-and-Drivers/print-and-scan-doctor/td-p/5536963

Re: print and scan doctor

03-17-2016 10:34 AM

FYI - as Print and Scan Doctor is not software listed in Control Panel, it can not be uninstalled.  Because of that I did a bit more searching and found the answer.  The culprit is ProgramData/HP/Temp/NetworkDevices/[Personal Information Removed]

This is a configuration setting (text) file that shows the no longer existent printer.  

I too found my old computer listed near the same file location.  I am sending a snipping tool picture.  I removed the old Officejet 6500 program and its leftover files and I removed its ini file from network devices.

The PSD tool now only sees one printer, my Envy 5540 series (Network), but it still thinks there is no paper.

And Device Manager still names the scanner  under imaging devices,Envy 5540 series (NET). Although, when I used the PSD tool, it tested the scanner on the printer named Envy 5540 series (Network), which is the correct default printer. See image attached.

So I am thinking everything is working and connecting to the correct default printer, HP ENVY 5540 (Network) and I should just ignore PSD when it says I have no paper.

Still would like to know if your referral to HP Technical Support is free though.  (Again my printer is out of warranty)

[Dvortex]

Hello, @mpw101

Thanks for your detailed reply!

First off, to reply your first reply, yes, you can perform all the steps without using the USB cable. I only mentioned USB cable, if it is connected. If not connected, you can still follow all the steps to perform a complete clean install as suggested.

The steps will help you remove the printer from the control panel, device manager, temp files and other places from which it needs to be removed. Once done, install the printer as suggested and let me know how that goes!

Thanks, I'll watch for your reply!

Good luck 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[mpw101]

Hi Dvortex,

Someone else got into our conversation.  Please see my entry at 11-25-2017 at 4:11pm.  I went through your instructions step by step.  But still the PSD thought I had two printers and no paper.

So I googled some more and found another place to look.  That is the subject of my post on 11-27-2017 at 11:01am which also included a response to Jeet_singh who had in the meantime suggested I contact technical support when following your instructions did not solve the problem.

I found references to an old printer and removed them so PSD now sees only one printer.  These entries were not removed when I uninstalled the old printer last summer and they were not removed when I went through your steps.  You might want to add them as another step.  I included images from the snipping tool in the 11-27-2017 post so you can see where they were.  And also a link to the HP forum post that led me there.

So at this point PSD no longer reports two printers. But PSD still reports no paper.  Also for some reason the scanner has a different name than the printer, the scanner is (NET) and the printer is (Network) but the program operates and the short cuts go to the same Envy 5540 series device. 

My printer has always worked.  Even now it feeds paper fine.  Scans fine and prints fine now that I installed a new black ink cartage.  But PSD still reports no paper.

Since everything is working, I don’t want to pay for technical support and even if it is free I am inclined to leave well enough alone rather than have someone on the other side of the planet take over my computer.

I appreciated your time and your step by step instructions.   It is difficult to follow this forum, but I did reply to you on 11-25-2017 and  I did go through your instructions carefully.

If you have an idea how to get PSD to recognize there is paper in my printer I would again follow any suggestions.  Otherwise I am not sure it matters, it's just annoying.

[Dvortex]

Hello, @mpw101

Thanks for the update & Glad to know that you were able to fix the issue the printer 🙂

Delete/remove the PSDR from all apps and then restart the PC. 

Now, go to http://hp.care/2bZ9w2q and install the PSDR and check.

Visit us again if you have any concerns!

Thank you again and may you have a wonderful day and even better tomorrow 🙂
 

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