HP Envy 4500 won't print from computer

[JNZM]

Hi,

My HP Envy 4500 has been working perfectly for quite some time now.  Unfortunately, it has stopped printing from my Dell laptop, running Windows7. It scans to the laptop just fine.  It copies fine, and it prints from my iPhone fine.

I have looked at a ton of posts and tried many things:

*uninstall/reinstall wirelessly (at least 8 times) -- via the https://123.hpconnected.com/activate/woobe/ENVY4500 site

*uninstall/reinstall via USB

*ran print/scan doctor utility (or whatever it is called) and been told everything looks fine

*sending a test page via one of HP's tool is fine, however, printing the internal test page via the HP tool fails 

I am losing my mind and would really appreciate some help.

Thank you!

[X-23]

Hello @JNZM,

Welcome to the HP Support Forums!

I would like to assist you today with resolving the issue that you're experiencing when trying to print from your Windows 7 computer to your HP ENVY 4500 e-All-in-One Printer. Thank you for including all of the troubleshooting steps you have completed prior to reaching out for support. At this time I will be running you through some troubleshooting steps to check the actual print system on your computer. The Print Spooler is what controls printing from Windows computers. It is built into the Operating System. If the Print Spooler is experiencing issues than you will experience printing conflicts. Should the Print Spooler be experiencing a conflict, the software and scanning feature for the printer will not be affected. Can I please have you follow the steps below.

Step 1: Check Print Spooler:

1. Click on your Start menu
2. In the 'search programs and files' box located right above Start type services.msc and hit enter on your keyboard
3. When the Services window opens scroll down until you see Print Spooler
4. Click on Print Spooler once just to highlight it
5. If you see Start in the top left hand corner than that indicates that  your Print Spooler is in fact Stopped (not good). But we will leave this for now.
6. If you see Stop or Restart in the top left hand corner than this indicates that your Print Spooler is actually Started. Please click on Stop to temporarily Stop the service.
7. Minimize this window as we will need to come back here

Step 2: Check Spooler Folder:

1. Click on your Start menu
2. Select Computer
3. In the Computer window select your C Drive
4. Click on Windows
5. Click System32
6. Click Spool
7. Click PRINTERS. You may get a permissions warning, just Continue past this.
8. The PRINTERS folder should be empty. If there is any files in here they are corrupted print jobs. Right click on anything in this folder and 'delete' the files.
9. Close the PRINTERS folder

Step 3: Start Spooler:

1. Reopen the Services window we previously minimized
2. Click on Print Spooler again to highlight it
3. Click on Start in the top left corner
4. If you get an error message please take note of it
5. If the Print Spooler starts successfully you will see 'Stop and Restart' as your options in the top left

Once the Print Spooler has started please test printing again. If printing fails, or if the Print Spooler fails to start, please proceed to the next step.

Step 4: Run Microsoft Fixit:

I'm going to have you run a Microsoft Print Fixit Tool to identify and correct any print system issues or Registry corruptions on the computer.

1. Please click here to access the Microsoft Fixit website
2. Once the page opens under section (2) select Print, fax, scan, share or save.
3. Under section (3) select Run Now for Diagnose and fix printer and printing problems automatically
4. Once the download is complete please follow the onscreen instructions to run the Microsoft Tool

Once the Fix has run, please test printing again.

Please respond to this post with the result of your troubleshooting. You can also say 'thanks' for responding by clicking the 'thumbs up' icon below. I look forward to hearing from you! 🙂

[JNZM]

Hi X-23!

Thanks so much for responding. I followed all the steps you list below and it still won't print. I then ran the MS Fixit software and it says it found no issues. But still, my printer won't print from my laptop.  Any other magic you might have for me?

Thanks, in advance, for your assistance!

[X-23 · Accepted solution]

Hey @JNZM,

Thanks for getting back to me regarding this issue. I normally get an email notification indicating that you had responded to a post that we are working on. In this case, I never got an email so I just found this unanswered post now. Normally I respond as soon as I come into the office. I have a few more tricks up my sleeve that we can attempt to resolve this printing issue that you're experiencing. Can I please have you follow the steps below to load an alternate driver on your machine and test printing.

1. Click on your Start menu
2. Select Devices and Printers
3. In the Devices and Printers folder right click on your HP Envy 4500 and left click on Printer Properties.
4. Left click on the Advanced tab
5. Left click on New Driver
6. When the New Driver window opens just hit 'next' until you see a list of Manufacturers on the left and a list of Printers on the right.
7. Select HP as the Manufacturer on the left
8. Select Deskjet 6980 as the printer on the right. If Deskjet 6980 doesn't appear than select 'Windows Update' on the bottom left and once the update completes you will be able to select Deskjet 6980.
9. After selecting Deskjet 6980 hit next to complete the New Driver Wizard
10. Under the Printer Properties window select 'Apply' but don't hit OK
11. Select the General tab
12. Rename your printer back to HP Envy 4500
    
13. Hit OK
14. Lastly, right click on your HP Envy 4500 one more time and left click on Printing Preferences
15. Left click on the Paper/Quality tab
16. Left click on the 'Normal' dropdown for Print Quality on the bottom right and change this to Fast Normal
17. Hit Apply and OK

Now that the alternate driver has been installed, please test printing from your Windows 7 computer again.

Please let me know if these steps work for you. Best of luck! 🙂

[JNZM]

YEEEEEEEEEEESSSSSSSSSSSSSSSSSS!!!!!!!!!

X-23 -- You rule!  It worked!  I am printing again...finally!!!!!!!!!

I can not thank you enough, X-23.  Thank you, thank you, thank you!!!!!!!!!!!!!!!!!!!!!!!!

Please be sure to tell you boss that I say YOU RULE!!!!!!!!!!!!!!!

[X-23]

Hey @JNZM,

I am very happy to hear that the steps I provided resolved your printing issue! 🙂

Can you please mark my post above as a 'Solution'. That way, if other users experience this issue they can quickly and easily find this fix.

If you ever require support for your HP products in the future, please do not hesitate to reach out in the HP Support Forums!

It has been a pleasure working with you. Take care! 🙂

[devla91]

Hi! I have a similar problem, my printer would not print neither scan. I followed all the steps above but nothing seems to work.
The printer is connected to my network, the laptop is connected to the same network, i can see the printer and scanner in the "Network and Sharing Center". When i try to scan, the scanner is unavailable and when i want to print it goes to the queue, but nothing happens.
One time, Scan to PC opened, but when i pressed Scan, i got an eror saying that output file will exceed the maximum of 4Gb !?
When i tried to print, it printed half a page but few rows, stopped for 2-3 sec, another one, stopped 1 sec and so on.
I am at the point of trowing it out the window and buying another one, so if you can help me, will save my printer and sanity.
Thanks!

[devla91]

I forgot to mention that the test page sais everything it's ok, and that every half an hour or so, a pop-up appears telling me that "Scan to computer" is no longer available. ( Connection to the printer has been lost)

[X-23]

Hey @devla91,

Welcome to the HP Support Forums!

I see that you're experiencing issues when printing and scanning from your computer to your networked HP ENVY 4500 e-All-in-One Printer. I would like to assist you today with resolving this issue. However, I do need to clarify what operating system you're using on your computer? If you're not sure, see here: What's my OS?

In the meantime, let's try running the HP Print and Scan Doctor Tool. Please click here to download the Tool. Once the Tool downloaded, run the Tool to 'fix printing' and 'fix scanning.' Should any driver, software, or connection conflicts be detected the HP Print and Scan Doctor Tool will attempt to resolve those conflicts for you.

Please respond to this post with the result of your troubleshooting. Should the issue persist be sure to include your computers operating system in your response so I can provide additional assistance. If you wish to say "thanks" for my effort to help, click the "thumbs up" below to give me a Kudos. I look forward to hearing from you! 🙂

[devla91]

Hi! Thank you for your fast response!
I'm running Win 7 on an Asus K53U laptop.

I tried the HP Print and Scan Doctor multiple times as it follows:

1. ●Fix Printing: Driver Ceck > Fixed
Port Match > Fixed
●Fix Scanning: Driver > Eror (Scan driver is unable to communicate with the product) > Plug Out Cord-Plug In Cord- Restart Computer > IT WORKED

Scanned my papers, switched off the printer, go to sleep. This morning tried to print and scan, nothing.

2. HP Print and Scan Doctor > Printer not connected

3. ●Fix Printing > Everything Ok > Test Print (not working) > Internal Test Page (not working, the printer displays "Now Printing" but nothing happens) > Reset Printer > Test Print > Not working
●Fix Scanning > Communicating with product (7 min. In the meantime it printed the test page) >Finding and Fixing Scanning Problems (10 min+) > Same error like first time (driver- scan driver unable to communicate with the product)

It looks like the communication between the Laptop and Printer goes on/off, and i'm trying to figure out wich one has the problem. The router work fine, the printer's driver and software are up to date...