Printer not showing in applications and not working

[KtBz]

I tried to fix a problem whereby the printer would not print in colour and so uninstalled and re-installed the printer. I have now done so repeatedly, going to the control panel to check it is completely uninstalled, restarting the print spooler, and although the computer says it the printer is installed and can print a test sheet, the printer does not show up in 'applications' and does not work when printing of a Word document is attempted (Word also recognising the printer). Do I now have to reset the whole computer, as I have already spent hours on this.

[KtBz]

Further to my enquiry above: The printer still does not show up in 'Applications' but it does now print from a Word document and a Publisher document (earlier it made them freeze). However, in Word I am no longer given the options of colour/monochrome/ greyscale and it automatically prints in greyscale. In Publisher it offers greyscale or 'composite RGB' but also only prints in greyscale. 

This all started because I was trying to fix the printer from defaulting to monochrome. Now the situation is considerably worse, with the colour options not offered and the printer not showing up in Applications (so I can't even uninstall it!)

[KtBz]

The test page is no longer in colour either.

[TEJ1602]

@KtBz, Welcome to HP Support Community!

Going through your post I see that you're unable to print in color from your computer to the printer. This could be an issue with the installed drivers, settings or the printer itself.

Let us try to isolate and resolve the issue. If you're able to make copies in color, follow the steps below-

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Refer to the document HP Printers - Print Driver Settings Guide (Windows) for help with driver settings.

Restart the print spooler and try uninstalling the drivers

Press “Windows key” + “r” to get the “Run” window.

Type "services.msc" to get Services – Go to “Print spooler” – Right-click and “Stop” the service.

Now again open "Run" - Type “spool” and ok - Go to PRINTERS folder - delete everything in that folder.

Go to services again - Start the print spooler.

Now uninstall and reinstall the printer driver. Follow the steps below-

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”

😎 Click on the “Drivers” tab 

9) Look for the 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.

Now, download and install the full-featured software from here.

If the issue persists, 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 the outcome.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[KtBz]

Thank you very much for taking the time to send a detailed reply. You are correct in understanding that the printer doesn't print in colour, but it is more than this as the printer doesn't appear in the folder of 'Applications' at all.  This means that it is not there in 'Apps and features' and therefore cannot be uninstalled from that area.

I am nevertheless going through all your instructions (with the exception of uninstalling it from Apps because it is not there in the first place). I have just reached the point where you say : 

Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” . // Click on the “Drivers” tab . // 9) Look for the HP Printer driver. If you see it Click on it and click Remove at the bottom 

Going from printui.exe /s to Devices, and clicking on remove for HP Envy 4520 series, I am asked whether I want to: 1) Remove driver only. 2) Remove driver and driver package. Before I go any further, would you please tell me whether I remove the driver only or the driver and its package?

I will wait for your reply before I continue with the complete uninstall.

Thank you very much.

[TEJ1602]

@KtBz

Thanks for replying!

Please remove the driver and its package.

Keep me posted for further assistance.

[KtBz]

Thank you for such a prompt reply. 

I would like to be absolutely sure of what I am doing given that I have already uninstalled and installed so many times (before contacting you). On the HP software downloads page, it gives a number of options to be installed. The first is to install via HPSmart (which I still have on my system). Do I follow that set-up, from within the application, or should I download , one by one, basic drivers, firmware, software etc etc? 

Thank you again.

[TEJ1602]

@KtBz

Thanks for replying!

I'd recommend you download the HP Easy Start Printer Setup Software which includes guided setup and drivers for your printer.

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 “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[KtBz]

Hello, P

Please would you continue to help?

Having followed all your instructions, I then uninstalled HP Smart which was still on my PC as it was still showing HP Envy as an added printer -- therefore not allowing set-up - and I thought best to start from fresh. I reinstalled HP Smart. I installed the printer software from within that programme and I added the printer.

The situation is now back to how I had it *before* I had somehow got it printing again.

1. The printer still does *not* appear in the Apps and Features folder. It simply is not there. There is nothing to uninstall from within that area. It does *not* appear in the list of applications that I can pull up from the Start at the end of the task bar.

2. The PC thinks it is installed and I can scan documents.

3. The printer appears as a possibility in a Word document, but when I press 'Print', the programme says that it is 'connecting to printer', never does, and the Word application hangs.

4. I therefore now cannot print at all, let alone in black and white!

How can this be resolved, please?

My PC thinks HP ENVY 4520 is installed

[KtBz]

Hello - your reply and our messages crossed. I waited to hear from you but when I had not, decided to go ahead with one of the possible installation procedures as I need to use the printer. Please would you read my reply that I posted a few minutes ago, when our messages crossed?

There is an update: Although Word hung and I had to quit the application: a considerable time after I had tried to print, the document printed. So it is printing, with much delay and after crashing the application I was trying to print from.