Scans but won't print

[jbert]

I am working on a HP Envy 7645 printer connected to a Dell Inspiron 5720 laptop running Windows 10 Home x64. Up until a few days ago all of the functions on this printer worked fine. I have checked that the printer and the laptop are connected to the same network. I can still scan from the desktop with this printer but it will not print. I ran the HP print and scan doctor software. It told me to uninstall the software for the printer, download the latest version from the HP Website, and reinstall the software. The reinstall went flawless but I still have the same issue. I can scan but not print. I uninsatlled again but this time I searched the registry and deleted any references it found for the printer and reinstalled without any issues. How do I get my printer to print again??

[Jeet_singh]

Hi @jbert,

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for the First Time Here? Learn How to Post and More.

As I understand you are having printing issues on your HP Envy 7645 printer. I'll try my best to help you with this,

To provide you with an accurate solution, I'll need a few more details:

How is the printer connected (USB/Wired/Wireless)?

Did any changes take place on the printer after which this issue may have started?

In the meantime, let's try these steps here

Please make sure that the printer is connected directly to the wall outlet and not to the surge protector.

Remove all the ink cartridges and then try to perform a Hard reset on the printer.

* With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

* Remove USB cable, if present.

* Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

* Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

* Turn on the printer and wait till warm-up period finishes and the printer is idle.

* Now insert the ink cartridges and then try to print a test document and check if it works.

Let’s first try and make a “photocopy” to determine whether the issue is with the printer or not. Place a document on the scanner glass and choose “Copy” option. If the printer is making a good copy, then the printer hardware is fine.

If the issue persists, I would suggest let's try to uninstall the printer software and then download and install the full feature software.

Let's try these steps here:

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Restart the PC

14.) Now download and install the full feature software using this link: http://ftp.hp.com/pub/softlib/software13/printers/en7640/EN7640__Full_WebPack_1092.exe

Let me know how it goes for further assistance. 

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. 

If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.

If you wish to show appreciation for my effort, please click the Thumbs up icon at the bottom of my comment.

And I Hope you have a good day, Ahead.

Regards,

[jeffbengr]

I have what seems to be the exact same problem.  Printer (HP Envy 7645) is connected to a PowerSpec computer running Windows 10 Home 64-bit via USB.  Worked great for about a week.  Now nothing will print from Windows 10.  Selecting the "Fax" printer seems to work fine.  The scanner functionality works too.  I followed all the steps given here, the "photocopy" worked, after total re-install the printer still won't work.

I also note that the printer works just fine when I print from my Samsung laptop computer which is setup to print wirelessly, also on Windows 10 Home 64-bit.

[Jeet_singh]

Hi @jeffbengr,

Welcome to HP Forums, 

this is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand you are having printing issues on your HP Envy 7645 printer. I'll be really glad to help you,

Since you mentioned that Scan and copy works fine, and the issue is only with printing, it looks to be driver issue,

Let's try to uninstall using root level and then install the full feature software:

Let's try these steps here:

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Restart the PC

14.) Now download and install the full feature software using this website.

I hope this helps, let me know how it goes for further assistance. 

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, 

mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[jeffbengr]

Those steps are essentially the same steps that I had previously followed, but I did them again.  I think the end result is exactly the same, but looking back I don't think I ended up describing it quite correctly.

1.  The printer WILL print pictures out of Photoshop (but honestly the print quality is not as good as my old Photosmart 8250, so I'm not particularly happy with this printer).  Not sure what other programs might be good or not good.

2.  The printer WILL NOT print a document out of Word 2010 or Wordpad (I realized I had never before when I thought everything was working ok tried to print from these, all of my printing up to that point from this computer had been from Photoshop).  I click print and it acts like everything was printed.  However nothing actually happens.

3.  Scanning works just fine in, among other things, Adobe Acrobat.

4. I tried printing from Excel 2010 and got a dialog box that said:  "Your file could not be printed due to an error on HP ENVY 7640 series on . There are several possible reasons:

* There may not be enough memory available.  Try closing files and programs you aren't using.

* If you use a network for printing, there may be a problem with the network connection or the printer driver.

* There may be loose cables or a bad connection between your computer and printer.

For more information about troubleshooting printing problems, click Help."

Clicking help gives:

This error can be caused by:
General problems: The printer may be unavailable, the network may be down, the communication port to the printer may be corrupt or unavailable, a hardware error at the computer may have occurred (out of paper, paper jam, out of ink, out of toner, etc), and a language setting may need to be reset from the Regional Options control panel.
Local problems: There are several reasons for a local printer (a printer that is attached directly to your computer) to fail:
Check to make sure the printer has paper, ink, and/or toner and check the cables.
If the printer appears to be functional and a printer test by the printer itself indicates the printer is working properly, then check the cables, printer port from the computer, and configuration of the printer at the computer.
Occasionally, an application can develop a conflict with the printer driver and cause a memory leak which corrupts the printer port. If all else fails, restart the computer, recycle the power to the printer, and try printing again.
Occasionally it is even necessary to delete the printer driver and reinstall the latest version of the printer driver.
Network problems: There are various reasons for a network printer to be inaccessible: the name may have changed, it may be out of paper, out of ink, out of toner, down for maintenance, the network could be down, or a printer job previous to yours has stalled due to incorrect settings on the user's computer who last submitted a print job, or even your printer driver cannot communicate correctly with the printer. Network related printer failures are usually best handled by your local technical support.
Memory problems:On occasion, large print jobs with complex graphics or consisting of several hundred pages, which can consume large quantities of memory on the printer, may cause a problem (especially if there was an over run of memory at the printer). You may want to try reducing the amount of complex graphics in your print job, or break the print job up into smaller segments and see if that corrects your problem. It is not uncommon for a very complex graphic to have a defect or error which prevents it from printing on any printer. It may be necessary to load new or revised graphic converters or drivers in order to alleviate a problem of this type.
For more information about fixing problems related to printing, see Microsoft Windows Help and Support. (Click the Start button, and then click Help and Support.)"

In Word and Excel (2010), selecting "Fax - HP ENVY 7640 series" printer works (i.e. tries to actually send the printout as a fax.

Furthermore, I downloaded and ran the HP Print and Scan Doctor.  Everything seemed ok (other than changing the default printer) and the test page printed correctly with no issues.

I will also note that I have an HP Photosmart 8250 printer connected to this computer via USB and an HP LaserJet 4L connected via a parallel port card and port LPT1.  Both of these print correctly from Word and Excel.

Also, as mentioned previously, I can print from Word to this printer on another computer (through WiFi connectivity).  Between the not-as-good photo quality and this inability to print from Word or Excel, I'm about ready to return this printer to Costco.

[jeffbengr]

One other weirdness I just discovered by searching these forums.  If I start Word by "Run As Administrator" it prints.  I absolutely, positively should NOT have to need to do this.  Starting Word normally and it does not print.

Also I couldn't get a print from Adobe Acrobat X Pro.  Same workaround, running Adobe by selecting "Run As Administrator" it prints.  So clearly this isn't a Microsoft Office issue either.

[Sizzlingsum_13]

Hello@jeffbengr

Thank you for the update.

It is a genuine pleasure to work with technically competent customers like you. I thank you again for trying these steps.

Please press Win + R on your keyboard to get the Run Dialog box. 

Type spool and press enter or click on the OK button. 

This will bring up the spool folder. Right on the 'PRINTERS' folder and select properties. 

On the printer properties popup, click on the Security tab. 

Provide Full Control to all the users listed there. Apply the changes. 

Now open devices and printers from the control panel. 

Right-click on your printer and select printer properties. 

On the printer properties popup, select the Security tab and provide full control/access.

Apply the changes and restart the computer and try to print.

Let me know if this troubleshooter identifies or resolves the issue, or if you've maybe already tried this.

[jeffbengr]

I got through setting the permissions on the PRINTERS folder in spool.

However, the "HP Envy 7640 Series" printer does not show up under Devices and Printers in the Control Panel.  But it does show up on the list of printers within each program.

Also, if I try "Add a Printer" it finds "HP1AF7F7 (HP ENVY 7640 Series)" and "DIRECT-F8-HP ENVY 7640 Series".  I click "the printer I want isn't listed", then "My printer is a little older. Help me find it".  At this point the choice of "ENVY 7640 series (HP)" comes up.  If I try to add this (and select use the driver already installed), it wants to create a new printer called "HP ENVY 7640 Series (Copy 1)".  If I delete the "(Copy 1)" part it tells me a printer with that name already exists.  But again it doesn't show up in the control panel.

[Sizzlingsum_13]

Hi@jeffbengr

Thanks for the super quick reply. Superb job on trying the different steps to isolate the issue.Kudos to you.

DIRECT-F8-HP ENVY 7640 Series" shows on the computer because the Wireless direct is on.Please turn off the wireless direct option on your printer.

Steps to follow to turn of the Wireless-direct: 

1. From the Home screen on the product control panel, touch the Wireless button.

2. Open the following menus:

• Wireless Menu
• Wireless Direct
• On/Off

3. Touch the Off menu item. The product saves the setting and then returns the control panel to the Wireless Direct menu.

Step 2: I recommend you to uninstall and reinstall the software for all your printer concern. (Please refer the above post, posted by Jeet_singh for detailed instructions.)

Let me know is there anything else I can help you with, cheers:)

[jeffbengr]

Ok, I uninstalled and reinstalled the printer for the *4th*(!!!!!) time.  It still doesn't show  up in Devices and Printers in the Control Panel (but the fax version does).

I was able to access the printer properties through the HP Printer Assistant / Customize Your Printer.  Gave all permissions to all users.

The "Print Test Page" from printer properties fails.  The troubleshooter then fails to find any problems.  Again HP Print and Scan Doctor works just fine, including printing the test page (then again this program runs with elevated privledges as I get the UAC box whenever I try to run it).

No change whatsoever in printer behavior.  Still won't print without elevated privlidges from many/most programs.