I have an HP Envy 5000 printer

[graham_michelle]

I have had my printer for a few years and have an hp ink contract. My printer is working because I can print a test page. From my laptop, phone and my daughter’s phone it appears connected but when I try to print it comes up error and doesn’t print. I have tried all the usual options, disconnecting, turning off, deleting and readding the printer, I’ve searched online but most of the support is for connection issues not for when it says connected and ready to print. Any ideas? 

[Raj_05]

Hi @graham_michelle,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like your HP Envy 5000 printer is connected to your devices but encountering a communication or driver issue. Here are some steps to troubleshoot and resolve this.

Check Printer Status

• Ensure the printer is set as the default printer on your devices.
• Confirm that the printer queue is clear:
  • Windows: Go to Control Panel > Devices and Printers, right-click your printer, and click See what's printing. Clear any stuck jobs.
  • Mac: Open System Preferences > Printers & Scanners, select your printer, and click Open Print Queue to remove any stalled jobs.

Run a Troubleshooter

• Windows:
  • Go to Settings > Update & Security > Troubleshoot > Printer, and run the troubleshooter.
• HP Smart App:
  • Use the HP Smart app on your phone or computer to diagnose issues.

Reinstall Printer Drivers

• Go to the HP Software and Driver Downloads page, enter your printer model, and download the latest drivers.
• Uninstall the current printer software before reinstalling:
  • Windows: Control Panel > Programs > Uninstall a Program.
  • Mac: Remove the printer from Printers & Scanners.

Reset Printing System (Mac only)

• If you're on a Mac, go to System Preferences > Printers & Scanners, right-click the printer list, and select Reset Printing System. Then re-add the printer.

Update Device Firmware

• Check for printer firmware updates via:
  • HP Smart App or
  • HP Printer Firmware Update page.

Test with a Simple Document

• Try printing a simple one-page document (e.g., from Notepad or TextEdit) to see if the issue persists.

Advanced Network Check

• Assign a Static IP to the printer:
  • Access your printer's Embedded Web Server (EWS) by typing its IP address into a web browser.
  • Navigate to the Network Settings and assign a static IP to prevent connection drops.
• Ensure the router's firewall isn't blocking communication.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support