Software and driver not being found... plus colour stopped working

[Debs66]

Dear all, i want to throw my machine out of the window...

For some reason my Envy 5540 stopped printing in colour and automatically in duplex so i updated the driver and it worked - for one day - then reverted to monochrome and manual double-sided print.

Following advice from this forum I deleted my printer and reinstalled it, and have spent the best part of an hour  - after inserting the machine's serial numer - waiting to find the relevant software and driver from HP's website.  Despite it asking for up to 3 minutes to do this, it's just not returning any results and i consequently now have no printer, no real techno skills, a business to run, no one to call and a website that is not helping in the slightest.

I'd appreciate any help anyone can give. Thank you.

Debs

[Dvortex · Accepted solution]

Hello, @Debs66 - Hope you are well 🙂
 

Welcome to the HP Support Forums, I'd be happy to help you with your printer issue!

I understand that you are facing issues while printing in color using the Envy printer. To assist you with this issue, I need to know whether the printer can make a "Photocopy" or not.

Place a color document face down on the scanner glass and press the color copy option on the printer control panel. Let me know if it makes a good copy or not.

If the copy comes out fine, try the steps 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.
• 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 the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
• Now click 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.

Those steps should do the trick, let me know the outcome!

Good luck 🙂
 

Please click "Accepted 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!

[Debs66]

Thank you DVortex for your help - it worked and I'm pleased and relieved. Greatly appreciated.

While this is the case, and I know not your fault or issue, this experience has raised the issue for me of tying myself into a printer and consumables contract with a company that i cannot recieve a quick response to in the event of a functional error. It appears from online searches that the issue has affected a number of consumers - perhaps an update or some kind that caused an error? - but it took a number of hours of my time to manage. Perhaps as a huge organisation HP could consider an online chat function for immediate support?

Thank you again on a personal level. Kind regards. Debs

[Debs66]

Hi again @DVortex. Just wanted to pass on that the issue has occurred again today and I have just had to spend time re-doing the fix you provided. Again, I appreciate it, but i would be grateful if you could pass on the those in the Gods that there is a problem with this. I shouldn't have to keep doing this to use my printer.

Thank you. Debs

[MKazi]

@Debs66

Hi,

as @Dvortex is out of the office today, I'm replying to you. I appreciate the steps you have performed and have certainly done a good job.

Do let me know if the issue is fixed as of now or if it is still going on. We will work out some thing.

Cheers! 🙂