new HP envy 7858 will not print from PC shows up as only FAX

[pkick]

just purchased new HP 7858 (7855) and will load/install yet when trying to print, device shows up as a FAX and print attempts show error that printer is not installed. cannot get to work from pc at all. 

[Chimney_83]

Greetings @pkick, 

Welcome to HP Forums and Thanks for the post. 

I understand that you are unable to print from your Envy printer, is that right?

Kudos to you for trying to troubleshoot the issue on your own.

Not to worry, I will be glad to assist you. 

Are you able to make a copy on the printer?

How is the printer connected to your computer? USB or wireless. 

If wireless, are you using a dual band router?

Note: HP Printers do not work or connect to 5Ghz networks. If you are using a dual band router, please give different names to 2.4Ghz and 5Ghz networks and connect the printer to the 2.4Ghz network.

Right-click on the Windows button on your computer and open control panel. 

Once you have the control panel window open, on the top right-side of the Window you will see an option to select View by Category.

Click on category and change it to small or large icon. 

You will see an option called devices and printers. 

Please click on it. 

This should show your printer listed twice. 

One of them will be Fax. 

Right-click on your printer which does not fax in the end set it as the default printer. 

This should resolve the issue you are facing. 

If your printer is listed only once and says fax in the end, you will have to reinstall the printer software after removing the existing software cleanly. 

Follow the procedure mentioned below to remove the printer software and settings completely and install it back. 

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right-click on the Windows button to access device manager)
• Go to devices and printers, select any printer listed there and you will get some options on the top. 
• Click on print server properties. 
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there, if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files, ignore them).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Restart the PC again. 
• Download the latest full feature driver from www.hp.com/drivers and install it on the computer.
• Power On/Connect the printer to your computer only when the setup prompts for the printer. 

Let me know if this helped. 

[pkick]

This is not help at all, in attempting to delete the drivers, getting messages :

Failed to remove driver HP ENVY Photo 7800 series PCL-3. The specified printer driver is currently in use.
Failed to remove package hpygid24_v4.inf. Access is denied.

since i cannot use the device as I get errors saying I cannot access the device, I do not know what is using it..

After numerous restarts of my computer, deleting all of the HP device drivers and software packages that were loaded when using 123.hp.com per the instructions that came with the printer, deleting all recent temp files, rebooting the computer again....I went to the web site provided in the response and had to reload all of the drivers/software from the www.hp.com/drivers web site and this worked.  

Took almost 6 hours of working on this "simple to install" printer to finally get it working - and I have decided not to fool with the fax capability at this time....

It seems like the easy way to load this is via the drivers page and not to fool with the 123.hp.com .  

Also, none of the documentation mentions the issues with working with a dual router....

[Chimney_83]

Thanks for the reply and glad that the issue is resolved.

Please do post your technical queries on our Forums for assistance. 

[pkick]

OK - guess I jumped the gun - i printed one page now cannot print from Word - when I tried, i received 12, not one, but 12 messages telling me that there is an HP app for printing - I thought I had already gone through this process but it is giving me multiple messages and will not print.

[Chimney_83]

Thanks for the reply and trying the suggested procedure, looks like an issue with the operating system. Recommend you contact our phone support team for further assistance as they can take a remote of your computer and check the settings. 

Alternately, you can configure the printer using Windows built-in drivers. Click here. 

Keep me posted. Good Luck.