printer does not print the first page of a Word document

[greengem]

Hi Experts,

I purchased an Envy 5530 a month ago. Yesterday when I tried to print a Word document with total two pages, the printer did not print the first page. When I selected print all, only the second page was printed. When I specified only first page or current page, it printed nothing. 

It was not connection problem, because all three laptops showed the print job was sent to the printer, and every time I could hear the printer initiating sound that meant it was starting printing, then it stopped.

I tried a different printer - thank God I haven't got rid of my old Samsung printer yet - and the first page came out without any problem, so it could  not be the word document's problem.

I called HP hotline today. The guy who answered my phone said it was driver's problem. He told me to go to HP site to download the latest driver.

My questions:

1. Do I need to remove the current driver then reinstall the new one? Can software update by itself? I have three laptops, it wil take some time if I do removing and reinstalling on all three of them

2. Could this be any other reason? Can reinstalling driver really solve this problem? I will hate if I spent so much time to remove and reinstall the driver but only found out the problem would still persist

Any input is appreciated, thanks in advance!

[Jamieson]

Hi @greengem , and welcome back to the Forums!

I see you're having issues printing.  I would like to help!

To answer  your questions, you should always remove old software before installing new software, to avoid any conflicts.  The software is updated through the Windows updates, so depending if you have it set to auto-update, it may be updating by itself.

It may not be the software, theres also a possibility it's an issue with Word.

I would suggest Uninstalling the Printer Software.

Once it is uninstalled, I would suggest putting your system into clean boot mode within the Microsoft configuration.  You can do so by following this document: How to perform a clean boot in Windows.

Once the computer is in clean boot mode, I would suggest reinstalling the HP Printer Install Wizard for Windows.

Good luck and please let me know the results of your troubleshooting steps. Thank you for posting on the HP Forums!

[greengem]

Hi Jamieson,

Thank you for answering my questions. I have been waiting for a while.

However,

1. I don't think it is the computers' problem because the same error occurred on all three computers. Not mentioning to clean up three computers takes more time than to re-install the driver, but two of the three computers are not even 1-year-old yet - we purchased two new HP laptops last year. How often do I need to clean them, every two month? They are not heavily used

2. It is also not Word problem. I have tried two other printers by far and the same Word document had no trouble to be printed out from both of them. I believe it is the Envy 5530 printer's problem. The printer is barely one month old, yet it starts having trouble.

I did, however just after I had posted my first post, see there was a link talking about HP print and scan doctor at the beginning of this forum, is it the same as the link you gave to me? So I don't need to install the drive for the printer after I reinstall it?

Thanks!

---

@Jamieson wrote:

Hi @greengem , and welcome back to the Forums!

I see you're having issues printing.  I would like to help!

To answer  your questions, you should always remove old software before installing new software, to avoid any conflicts.  The software is updated through the Windows updates, so depending if you have it set to auto-update, it may be updating by itself.

It may not be the software, theres also a possibility it's an issue with Word.

I would suggest Uninstalling the Printer Software.

Once it is uninstalled, I would suggest putting your system into clean boot mode within the Microsoft configuration.  You can do so by following this document: How to perform a clean boot in Windows.

Once the computer is in clean boot mode, I would suggest reinstalling the HP Printer Install Wizard for Windows.

Good luck and please let me know the results of your troubleshooting steps. Thank you for posting on the HP Forums!

---

[Jamieson]

Hi greengem , thanks for getting back to me!

I appreciate the info you provided. The link does included the Print and Scan Doctor, but if you scroll down you'll see the Printer Install Wizard.

Thanks!

[greengem]

Hi Jamieson,

Please don't be mad at me, I just want to ask one more time, is there any other method with which I don't have to uninstall and reinstall the driver or the printer? I REALLY really do NOT want to redo these on three computers, it is just time consuming and no fun. Can I just apply Print and scan doctor directly without these hassles?

Thanks!

[Jamieson]

Hi greengem ,

I'm not mad at all!  As long as you're willing to work with me I'll do everything I can to help!

You can absolutely run the HP Print and Scan Doctor first.  This may help resolve these issues. If they don't, then move on to the uninstall steps.

Feel free to ask if you have any other questions, and let me know how those steps go!