HP 5000 series printer connected but not printing.

[scribbled28]

I've had my wireless Envy 5020 printer for about a year now. It seems to be able to print ok from some over our devices but not all. My HP Envy x360 convertable laptop being one of them. 

I've installed the printer using HP smart, this has meant that the printer is visible on my laptop but when I go to actually print something nothing happens. It's like the document was never sent. I've downloaded HP Print and Scan Doctor which seems to have got the Printer to download and install the latest updates but when printing a test print, it doesn't print. It just throws up a less than helpful error message which says something along the lines of "Printer could not  print [DOCUMENT]".  

The printer will print documents via the email printer option and some other devices. So I assume its an error trying to get these two devices to talk to each other. I just don't know how to do that. From the laptop end everything seems to be fine: It's visible and connected ok. But the printer just won't spit out the pages.

Unfortunately, this printer either didn't come with a direct cable so we can't test whether it is a wireless problem or not. 

[Echo_Lake]

@scribbled28

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Root level uninstall and reinstall printer drivers: 

• Go to Control panel – Programs and feature – Select all the HP Envy printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

To reinstall, click here.

• If the issue continues, uninstall and reinstall printer Basic drivers from the link: Click here
• If the issue still continues, install using the Windows Built-in Print Driver: Click here

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.