Multiple issues with HP Envy 5020 Connectivity

[justnishant]

Using the HP Envy 5020 is a real pain. I can never be sure that the printer will work normally. Every time I use it, I have to spend a couple of hours trying out various things just to get a print !!!  I am really hoping, the community can help. 

There are multiple issues : 

1. Printer and laptop are connected to the same wireless router. Printer is in normal state, but when HP  Smart is opened, it shows the printer as offline. Refreshing the window also does not makes the HP app detect the printer to be online. Sometimes,  the printer app shows a tick mark inside a green cloud, but when I try to print, it fails.  The normal state would be a tick mark within a green circle and not a green cloud. Even though, the app shows a tick in a green circle, the print fails most of the time. When I say the print fails , it means after firing the print, I just get a message printer could not print the page. No error codes are given. 

2.  I tried to connect the laptop directly to printer's wi-fi, it prints once but after that the printer jobs begin to fail. Laptop is connected to printer through printer's wi-fi, when I fire the print, it says there was an error printing the <document name>.  No amount of restarting etc. has solved both the issues permanently. 

For both these issues, I downloaded the HP print and scan tool.  The run said it was successful and has fixed the issue, but the issues still persisted. The printer was still not getting detected by the HP app, or if it was getting detected, the printer was still failing. So the HP print & scan tool is as useless as the HP Envy 5020 printer !!!! 

Getting a print is a nightmare. I really hope, the community can help me out . 

HELP !!!!! 

[Echo_Lake]

@justnishant

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:  

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.

Next, connect an HP printer to a local Wi-Fi network to wirelessly print from here: HP printer setup (wireless network)
 

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.

[justnishant]

Hi Echo Lake,

      Thank you for replying.

When the problem happens, I anyways do these driver and applications reinstallations and restarts processes which you have suggested. I keep doing these hit and trials and sometimes it works. 

    So the steps you had suggested I tried it out once again and it worked for now, just as it works sometimes. But to mark your answer as Accepted solution, I need to make sure the issues are not surfacing again..  let me see how the printer is performing over the next few days and will update the thread accordingly. 

[justnishant]

So here I am with the same problem again, even after actioning the suggested steps. 

I switched on the printer, display on printer was normal, Both laptop & printer on the same network. Fired the print and it failed, yet again !!

Nothing changed after actioning the suggested steps. Show offline in HP Smart App as well. In Printer & Scanner system settings too, the Printer shows Error. 

Please help. 

[justnishant]

And once again the problem has come up... 

Switched on printer, Printer and Scanners printer is shown. HP app shows printer offline. Refreshing HP app does not recognizes the printer. Did a "Forget this printer" on HP App. Added the printer again. Printer is shown online (tick in a green circle). I fire the print, and lo behold, the printer is in error state message is displayed !! Printer and Scanner also, shows it as Error. Restarted printer, still no success. 

   Trying a hit and trial method to make this bad printer work. Causing a lot of grief, as always. 

Can someone help please ? It has already been close to 2 weeks since posting this question in forum. 

[Echo_Lake]

@justnishant

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue. Let's try few more steps: 

Manually set the default printer

Make sure the default printer driver matches the printer your trying to print to.

Windows 10. Set your default printer in Windows 10.

1. Search Windows for devices, and then click Printers & scanners from the list of results.

2. If it is checked, uncheck the box beside Let Windows manage my default printer.

3. From the list of printers, click the printer name that matches the name of your printer, and then click Manage. If there are multiple names listed, select the printer that has a status of idle or online.

   

4. Under Manage your device, click Set as default.

   

5. Try to print. If the printer remains offline, continue to the next step.

Try steps 3-5 in the document - Printer is Offline (Windows)

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[justnishant]

Booted Laptop & Printer. Printer is online. HP Smart app shows printer as offline. No amount of refresh helps to recognize the printer. Under Printer & Scanner printer is listed normally. I fire the print, print failed again !!! Tried the steps 1-4. These steps are not new, but still I tried it. Also tried steps 3-5 in Printer is Offline (Windows) The services are running already. 

Still the issue is surfacing. 

Eventually, I had to start the hit & trial. Here is what I did which made it work..  

From Printer & Scanner, I removed the printer. Restarted printer and then added the printer in Printer & Scanner.  HP Smart app still does not recognizes the printer. Sometimes it shows a tick in green cloud or red cloud, but never in green circle. 

Tried printing the pdf from pdf reader and it has started printing. 

   While the printer is printing, I did a "forget this printer" in HP Smart app. Then clicked on Setup a new Printer, The HP Smart app can't find my printer to add. Refresh does not helps either !!!  But the printer is printing !!! 

[Echo_Lake]

@justnishant

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue. This sounds like a hardware related issue with the printer. 

Please reach out to HP Support in your region regarding the service options for your printer. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/  
          

Hope this helps!              
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[justnishant]

It would be easier for me to dump the HP printer, showcase the pain it has caused to me on social network and move onto another printer !!! 

    Anyways, I tried to give one final shot . So here's what I did. 

I did the factory reset to the printer, uninstalled the driver and HP smart from the laptop and started afresh. 

Booted the printer and connected the printer wirelessly to the network. Now when I install the HP smart printer app and tries to detect the printer, something really funny happens - First it finds the printer and when I proceed to add the printer, it says sorry, we could not find the printer to setup !!!  Mate, you just found the printer !! Serious quality issue with your printer buddy.  Needless to say, both printer and the laptop are on the same Wi-Fi network.