Print preview fails when printing to an HP ENVY 4500e.

[pensionista]

HP ENVY 4500 e operating correctly on Windows 10 (64-bit).  Upgraded PC to Windows 11, printer printed but would not scan.  Checked compatibility with Windows 11, printer found not to be compatible.  Reverted PC to Windows 10 (64-bit). Printer would not work.  Uninstalled software and reinstalled from Installation CD. Printer connected by USB.  Print preview fails from web documents and Office programs.  Updated drivers, installed HP Smart (which I loathe) and ran PSDr.  Still will not print preview but will print internal Test Page.  HP Virtual Agent not helpful.  Any suggestions?

[Betty0610]

@pensionista

Welcome to the HP Support Community.

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[pensionista]

Hi Betty0610,  Thank you for your detailed reply.  I have tried to follow your suggested procedure a couple of times, but unfortunately it has not cured the problem.   I have tried installing the printer both in USB-connected mode and also in Wireless Direct mode but the result is the same.  When attempting to print a Word document, I get the following error message: "Word cannot print due to problem with the printer setup".   When attempting to print an internet page, the error message is: "The selected printer is not available or not installed correctly".  I have however been able to scan.  When selecting Properties on the 'Devices and Printers' in Control Panel, I see the following comments in 'Events' against various Device categories:  'Requires further installation'; 'Was not migrated due to partial or ambiguous match'.  I am not sure if this is relevant or important, but the end result is that I cannot print from the printer.   (Except for the Internal Test Page).  Do you have any further suggestions?   Thanks for your help.

[Betty0610]

I would suggest you try the Windows built-in drivers. Follow the steps below:

•    Go to Control Panel - Devices and Printers - Click on "Add printer" and follow the on-screen instructions.

•    When the page prompts for the drivers, select "Windows update". The driver list will be updated.

•    Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[pensionista · Accepted solution]

Hi Betty,

Thank you for your continued interest and support.  I finally discovered that the underlying problem was with Windows 10 on reversion.  It appeared that when reverting to Windows 10 from Windows 11 some key files had been omitted or corrupted.  I  resolved the problem by doing a Windows 10 Reset.  Once Windows had been reset, the printer worked correctly.  The only problem was having to reinstall and set-up all my applications (which I am still doing).   

Once again thank you for your interest and support.

[Betty0610]

I'm glad to hear that and you're most welcome. Do get back to us in the future for further assistance.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Have a nice day and stay safe!:)