When attempting to activate printer, message appears saying internet connection lost. It is active.

[Jim18310]

For some unknown reason, one of my laptops will not print to my Envy 5660.  I have no problem with other devices.  The printer is on the network, but it says the driver is unavailable.  I have uninstalled and reinstalled the printer.  Everything works okay until I get to the point where it is to get activated.  At this point, a message appears saying there is no internet connection.  The message is false as the internet is working fine on all devices, including the laptop that I'm trying to get the printer on.  There have been no changes in the address, passwords, or anything else.  The laptop was printing from this printer previously, but won't now.  Any suggestions?

[Betty0610]

@Jim18310

Welcome to the HP Support Community.

Are you using the HP Smart App on your PC? If not, you may try and install to see if that works: https://support.hp.com/in-en/document/c04675142. If yes, uninstall and reinstall it.

If the issue persists, try these steps:

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue still persists, let's 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!

[Jim18310]

I basically did what Betty suggested, but I did it before I saw her post.  Totally, and I mean totally, removing the printer from the one laptop and then reinstalling it did the trick.  It was hunt and peck and trying several things before it worked.

[sandytechy20]

@Jim18310

Good to know that issue is resolved.

Feel free to contact us in the future if you need any assistance.

Cheers.