Printing errors

[michellescooter]

My printer keeps saying there is another printer with the same name do I want to connect it, so obviously yes.  But then it prints everything 3 times.  Do I just need to reset the whole thing and re add.  We have moved and it’s been a problem since then.  How do I disable everything and renter 

[A_Gayathri]

Hi @michellescooter,

Welcome to The HP Support Community.  

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

I understand your HP ENVY 5020 All-in-One Printer is confused due to multiple instances of the printer being installed on your computer, possibly because of the move and subsequent network changes. Resetting the printer setup and reinstalling it should help resolve the issue. 

Here’s how you can do it:
 

Step-by-Step Guide to Reset and Reinstall Your Printer

Remove Duplicate Printer Instances:

• On your computer, go to Settings > Devices > Printers & scanners.
• Look for multiple instances of your HP ENVY 5020. They might have slightly different names or indicate being offline or online.
• Select each instance and click Remove device for all the instances of your HP ENVY 5020.

Uninstall HP Printer Software:

• Press Windows + R to open the Run dialog box, type appwiz.cpl, and press Enter.
• Look for any HP printer software related to your HP ENVY 5020 and uninstall them. This might include "HP ENVY 5020 series Basic Device Software," "HP Smart," or any similar names.

Restart Your Computer:

• Restart your computer to ensure all previous settings and software are fully removed.

Reset the Printer to Factory Defaults:

• On your HP ENVY 5020 printer, go to the Settings menu, then navigate to Restore Defaults.
• Confirm the reset. This will clear any network settings and custom configurations on the printer.

Reinstall the Printer:

• Reconnect to WiFi:
  • Use the printer’s touchscreen to connect to your WiFi network again. Go to Settings > Network > Wireless Setup Wizard, and follow the prompts to connect to your WiFi.
• Download the Latest Drivers and Software:
  • Visit the HP Support website and download the latest drivers for your HP ENVY 5020 printer.
  • Install the drivers and follow the on-screen instructions to set up the printer.

Test Printing:

• Once the installation is complete, try printing a test page to ensure everything is working correctly.

Additional Tips:

• Disable Printer Sharing: Ensure that your printer is not set up as a shared printer unless specifically required.
• Check Printer Queue: Before printing, ensure no old print jobs are stuck in the print queue, which can cause repeated printing.

Refer to this document:  HP ENVY 5020 All-in-One Printer User manual

I hope this helps. 

Take care and have a good day.

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