Printer Error Occurs Every Time I've Tried To Print Something - Software (Re)Installation Unhelpful

[tmsanta]

Hi all,

I've had my ENVY 7640 printer since late 2017 and until now, I haven't had any issues with it. Recently, I tried to print a PDF and I got an error message. When I opened up Printers & Scanners under Settings, it said "driver unavailable." I then went on a crusade to find the driver software and install it. I reinstalled HP Smart after deleting it, then when I attempted to set up the printer under "Print Documents," it wouldn't install. I then downloaded the driver manually and attempted to run it, but it refused, regardless of whether I attempted to connect the printer wirelessly or via ethernet. Long story short, after restarting the computer, running the driver and HP Print & Scan Doctor 5.5.2 as an administrator, I was finally able to install the driver. I thought that my ordeal would be over,  but boy was I wrong.

After the PDF I attempted to print gave me yet another error when I tried again, I attempted to print a test page through Print & Scan Doctor. That too gave me an error in the print queue, however, the internal test page did print (albeit the quality was pretty bad). At this point, I have no idea what else to try. If I go through Print & Scan Doctor, it just takes me through a cycle of uninstalling and reinstalling the printer software after every print job fails miserably. 

Does anyone know what I should do in this situation? I'm going to be upfront and admit that I'm not the most computer-savvy, so I need very clear instructions that even a toddler could follow. I'm at the point where I'm so frustrated that I've considered replacing the printer because it outright refuses to respond to any of the interventions I try. 

Thanks! 🙂 

[Betty0610]

@tmsanta

Welcome to the HP Support Community.

Are you able to copy well?

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 and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[tmsanta]

@Betty0610

Thanks for your help! Unfortunately, I end up right back in the same loop. I uninstalled everything as per your instructions, then reinstalled the driver. Even when the printer and my computer were definitely connected to the same network, the driver installation software couldn't find the printer. When I proceeded anyway and was asked to install HP Smart (which I've never had to use prior to these problems arising), the driver installation software said that my operating system was incompatible, then opened Internet Explorer (!) to show me more options, apparently. I downloaded HP Smart manually, ran it, then tried to print the default welcome page. The screenshot below is what I see when I try to print. This is pretty much exactly where I was before. Even though everything *appears* to be installed correctly, every time I try to print something, it gives me an error.  Do you have any other advice to try? 

PS. Let me know if the screenshot doesn't show up on your end. When I posted it for the first time, it didn't load properly. 

[Betty0610]

Are you able to copy well?

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 and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!