Error messages on printer

[justchuckit]

Getting an error message and my ENVY 5642 all in one printer will not print.  I have Windows 10.  Went through all the troubleshooting, default set, unplugging, restarting, etc.  I have it set on "wireless".  I have wireless  internet and my computer is set on "WiFi" (in case you can't tell yet, my computer knowledge is limited).  After troubleshooting, I received two alerts. One said it was not set as my default printer (which it is), and the other said my printer was not turned on (which it was).  I'm at a loss.  I REALLY need to print some time-sensitive material and would deeply appreciate any help or suggestions.  Thank you!

[MKazi · Accepted solution]

@justchuckit

Welcome to HP Support Forums. 🙂 Thanks for reaching out to us on HP Support Forums.

I understand that you have an HP ENVY 5642 e-All-in-One Printer. I read that the printer no longer prints and gives an error message. The printer is set as the default printer and is powered on. You've done a remarkable job performing the steps. Fabulous analysis. Spectacular diagnosis of the issue before posting. Kudos to you for that.

I would like to know the following information to assist you better:

• Did any software changes or updates happen for the printer post which it may have stopped printing?
• Is the printer able to make a copy? If yes then it indicates the printer's hardware is perfectly fine.
• Does the printer print from other devices connected to the same network (if available)?
• What is the exact error message you receive?

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector.
• Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

Please download and run the HP Print and Scan Doctor software. This is a free tool for Windows to help resolve issues with the printer drivers. 

Please try to print from multiple applications and check if the printer prints fine. If the issue persists then I suggest to uninstall the printer drivers from the root level and then reinstall them. The following steps will help:

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers.
• You may download and install the drivers from this link. 

I genuinely hope the issue gets resolved without hassles and the unit works great. Please let me know the results. Cheers! 🙂

[justchuckit]

The saga continues.  While it did print a lovely "HP Network Configuration Page",  it still will not print for me from my laptop.  I elected to follow your "uninstall" prompts and got up to the "HP Printer Driver" section.  When I click on "Remove",  it says it is unable to remove because the printer is in use. It's not in use, in fact, it's turned off and unplugged from the back of the printer.  Now I'm in limbo because I can't re-install it because it's only "half uninstalled".  Any other suggestions are appreciated.

[MKazi]

@justchuckit

Thanks for replying with the results. 

Please check if the print queue is empty. If there are any print jobs in the queue then clear them.

Then you may try to uninstall the printer. 

All the best! 🙂

[justchuckit]

You are a genius!   At first I was disappointed because I knew my print queue was clear.  But as luck would have it, my computer froze, so I turned off my computer and restarted it.  When I did, I went back to your final steps about removing the printer from the driver.  This time, it allowed me to remove it.  I then clicked your link to re-install the printer . . . attempted to print my document (never dreaming it would actually do it).  And yet, there it was!!!!  It was like Christmas!  I have spent soooo many hours of frustration over this and you fixed it!  THANK YOU!  Now I don't have to "justchuckit" lol

[MKazi]

@justchuckit

You're most welcome. 🙂

I must say that technical steps can only be provided. But it was you who implemented them to perfection. 

Happy printing! 

[Glenn191]

"An error occurred while printing."  This appears instantly as soon as I hit print. I am using an HP ProBook 470 G% Notebook that is a replacement for my previous proBook that you could not seem to repair. The HP Office Jet 8720 works fine with my othetr 2 older HP laptops, my iPhone and my iPad, but not with the ProBook?