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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎05-08-2017 07:23 PM

HP Recommended
Product: HP Eny 5540
Operating System: Microsoft Windows 10 (64-bit)

The printer is brand new. When I first installed it printing working perfectly via wireless but scanning had problems. I reinstalled the 'FUll' driver software package (which I thought I'd done originally anyway) and now scanning seems to work fine but printing does not. When I try to print a Word document I get a 'User intervention required' error message, with no helpful suggestions as to what that intervention might be. However, the printer happily prints test pages etc. from various troubleshooting windows that pop up. From this I gather that there is no connectivity issue, no ink cartridge issue and no paper tray issue. Presumably this means there is an issue with the Office printing software? Any thoughts on resolving this?

5 REPLIES 5

‎05-08-2017 07:36 PM

HP Recommended

Hi,

Welcome to HP Support Forum. Firstly, please download an run the following tool:

      http://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe

It may fix the problem for you. If not, post back full error message(s).

Regards.

BH
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‎05-08-2017 09:09 PM

HP Recommended

I have just uninstalled an reinstalled the full software again. I also ran the hp doctor (again) from the link you provided. Nothing has changed. I still cannot print a Word document.

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‎05-08-2017 09:39 PM

HP Recommended

The error message I keep getting is something along the lines that the printer 'has a problem that requires your intervention', but nowhere does it specify what the problem is.

 

In the document queue window there is nothing in the 'Status' column unless I right click and select 'Pause', which then shows up as the status. When I then select 'Resume' no status is shown again.

 

Having reinstalled the software and run the HP doctor several times I have also restarted the computer, printer and modem. I am still getting the same error message and no printing.

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‎05-08-2017 10:12 PM

HP Recommended

I have tried the HP doctor, plus reinstalling the software etc. The Windows 10 troubleshooting app couldn't identify the problem.

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‎05-11-2017 01:55 AM

HP Recommended

I finally got this problem sorted by working with the HP technicians during a chat session. The problem was that the wrong port was selected, which seemed to be a problem with the settings on my computer rather than the HP software.

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