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‎10-28-2020 10:51 AM

HP Recommended
Product: HP ENVY 5020 All-in-One Printer
Operating System: Microsoft Windows 10 (64-bit)

Hi,

 

I have had this printer for about a year and been using it without any problems.  However, since around 8 October 2020 I have been having no end of issues.

 

Last week I was unable to print or do any scanning as I kept getting "Printer offline" messages, when it clearly wasn't.  Today, I have managed to add the printer through Settings -> Devices.  I am able to print from programs such as Word, however I cannot do any scanning.

 

When I open the HP Smart app, it prompts me to Add Printer.  I click this and my printer is clearly listed with a circular green spot indicating that it is online.  The screen says "If you want to connect to your printer using Wi-Fi, make sure the printer is on and click Refresh. To set up a printer not listed, click Set Up a New Printer".  So I click the icon with my printer on it and receive the message "Select a Different Printer. HP ENVY 5000 series must be turned on to add it to HP Smart. Once the printer is turned on, tap OK to refresh, and then select the printer again."

 

Following these steps makes no difference.  Can anyone please advise how to add my printer on the HP Smart app so that I can scan again?

 

Many thanks,

Peter

Category:
6 people had the same question
4 REPLIES 4

‎11-01-2020 06:52 AM

HP Recommended

Has anyone out there got a clue how to fix this??  I don't understand how it can work fine for months and then suddenly stop.  Unbelievably frustrating.

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‎11-04-2020 07:06 AM

HP Recommended

I have the same message with HP OfficeJet Pro 8020 and have no idea how to solve it

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‎11-04-2020 10:03 AM

HP Recommended

Got some help through HP Support on Twitter.

 

They suggested turning on the Bluetooth radio on the printer, but I wasn't able to do so.  The printer stayed stuck on the "Bluetooth Smart is turning On" message, even after a hard reset.

 

Then I tried connecting a USB cable to laptop and to the Printer to update the Firmware.  But when I run EN5000_2025A.exe I cannot select my printer - it is greyed out on the list.

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They then suggested calling the HP Home Support Team but I cannot find the UK number anywhere.

 

Tempted to chuck it in the bin and get a new printer.  Absolutely fed up.

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‎11-09-2020 03:24 AM

HP Recommended

Hi Pete, did you get this sorted? I have the same issue. Cheers, Ben

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