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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)

Hello,

 

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

 

ucfnjmm_0-1590616619505.png

 

 

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

Juan

 

 

 

 

 

1 REPLY 1
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HP Support Agent
HP Support Agent
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Message 2 of 2
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HP Recommended

@ucfnjmm

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.

ECHO_LAKE
I am an HP Employee

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