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Message 1 of 2
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Printer DOESN'T WORK, doesn't install drivers

HP Recommended
HP ENVY 5020 All-In-One Printer
Microsoft Windows 10 (32-bit)



I bought this printer about a month ago.

Managed to install, print and scan. No problem... until a number of events happened:

1. it would start printing to file

2. it would only print from the HP Smart App (only pdfs)

3. then it stopped working


I tried the following 3 times now:

1. I uninstalled everything and reinstalled everything

2. Installed the drivers individually (the software for this printer has like 5 different drivers)

3. Again, I tried installing the HP smart up


Now it shows the printer as 'added' but with message of 'driver unavailable' ... see picture below





All of the above are not working. My partner managed to install the printer without the App and never had any problems.

We both have Windows 10.


I have now run out of ideas and I am considering returning this product.


Please help, advise, thoroughly disatisfied and frustrated.


Thank you







HP Support Agent
HP Support Agent
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Message 2 of 2
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HP Recommended


Thank you for posting on HP Support Community.


Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  


Let's try these steps to resolve the issue: Root level driver installation 

Download and run HP Print and Scan Doctor: Follow steps from the link: Click here

Root level uninstall and reinstall printer drivers

  • 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.
  • Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go to run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

To reinstall, click here.

  • If the issue continues, uninstall and reinstall printer Basic drivers Click here
  • If the issue still continues, install using Using the Windows Built-in Print DriverClick here

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

I am an HP Employee

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