HP Envy 4502 will not print documents or emails

[Ronaldo48]

I have recently bought a brand new Acer Aspire TC-780 desktop PC which operates on Windows 10 64 bit.

Having downloaded and installed to the new PC the latest software from HP's website for my HP Envy 4502 printer, I simply cannot get it to print any Word documents or emails, though it has printed out diagnostic pages  and a 'Congratulations...you are now connected wirelessly" page. I installed it firstly using the USB cable connection and then a second time wirelessly via my network. In either scenario, despite seemingly being correctly installed, it sends nothing to the print queue.

Can someone help please  ??

[Raj1788]

@Ronaldo48

Thank you for joining HP Forums. 

This is a great place to get support, find answers to your technical queries.

I understand that the scan and copy are working but not printing from the computer, need not worry I'llbe glad to assist you.

As the copy is working fine it clearly defines that the printer hardware is working fine.

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

Is the blue light on the printer steady or blinking?

Do you see any error while printing?

However, I suggest you do a Hard Reset

(1) Turn the printer on, if it is not already on.

(2) Wait until the printer is idle and silent before you continue.

(3) With the printer turned on, disconnect the power cord from the rear of the printer.

(4) Unplug the power cord from the wall outlet.

(5) Wait at least 60 seconds.

(6) Plug the power cord back into the wall outlet.NOTE: HP recommends connecting the printer power cord directly to the wall outlet.

(7) Reconnect the power cord to the rear of the printer.

(8) Turn on the printer, if it does not automatically turn on.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Make sure the printer and the product are connected to the same network.

I recommend you delete the driver at the root level and retry, follow the steps below:

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

Then, Click on this link: https://hp.care/2IfIJgS download and install the drivers.

Once done, assign manual IP to the printer.

1) Print a Network configuration page from the printer's control panel. 
2) Look for IP address from the Network configuration page. 
3) Open web browser - Chrome or IE or any other browser that you are using. 
4) Type the IP address mentioned on Network configuration page into the browser's address bar or URL bar and press enter button. 
5) Go to the Network tab. 
6) Click on Networking from the left pane. 
7) Then click on Network Address (IP). 
8) Click on Manual IP Address and go to suggest a Manual IP. 
9) Scroll down the screen and select Manual DNS server. 
10) Enter the Primary and secondary DNS server from the Network Configuration page into the Manual Preferred DNS server field. 
11) Click on Apply. 

Refer to the video link for step by step instructions - http://hp.care/2cqpl6p 
Note: The video is for win 8 but steps are similar for other operating systems as well. You need to enter the IP address in the browser's URL or the address bar to access the printer page.

Do get back to me as I have a few more tricks up my sleeve, 

As we will follow up to ensure your concern is resolved,

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon followed by clicking on 'Accepted as Solution'

And Have a great day Ahead!

Cheers:)

[Ronaldo48]

Thank you for the reply, Raj1788.

I can confirm that both the Copy and Scan functions work perfectly, it's just the Print function that is the issue.

I will try the Hard Reset solution that you have kindly provided and get back to you. 

[Raj1788]

@Ronaldo48

Thanks for the reply, please follow the provided steps and get back to me,

I'll be glad to assist you.

Have a good day!

Cheers:)

[Ronaldo48]

I have been though all of the hard reset instructions that you sent me and none of it makes any difference, it still won't print.

I have uninstalled all of the HP software and then reinstalled it - again ! (EN2500_198.exe). I have tried to install it as a network printer and now it simply refuses to install, so I have gone through the process yet again and installed it via the USB cable. It says it is successfully installed but when I press print on a Word doc it's back to square one. It does seem to send the document to the print queue and it says printing but then disappears quickly and still nothing comes out of the printer. Two hours of my life totally wasted !!

What is preventing this from working, it was perfect on my old HP 110a desktop running Windows 10, why won't it work with this new PC? 

[Raj1788]

@Ronaldo48

Thanks for the reply,

Appreciate all your time and efforts.

I suggest you Create a local user or administrator account in Windows 10 and try installing the driver and check if there

Use this link:https://hp.care/2JFY8rk Create a local user or administrator account in Windows 10.

Keep me posted.

Have a good day!

Cheers:)

[Ronaldo48]

Not sure I understand the point you have made? If I click on Settings and Accounts there is only one account, labelled Ron (me!) and it says it is a Local Account Administrator. Why the need to create another one , this is the only account that ever gets used?

What I have tried is to use the HP Print and Scan Doctor 5.1 app to see if it will fix the problem. It recognizes my printer and that it's UB connected but when you then click on Next it goes to a second page which shows a picture of the printer, and it says 'Communicating with HP Envy 4500 printer'. The blue bar goes across till it reaches about 98% and then it just sits there and sits there for ages. If I try to shut it down by pressing Cancel it will not cancel and I physically have to shut the computer down to get rid of it.

This whole thing to me seems to be some sort of communication issue as clearly when you press print on anything the box that used to come up in the middle of the screen showing info being sent to the printer does not happen and there is nothing in the print queue.

[Raj1788 · Accepted solution]

@Ronaldo48

Thanks for the reply,

It seems like in your account the driver is not installed correctly, so I suggest you Create a local user or administrator account in Windows 10 and try installing the driver and check if works.

Keep me posted.

Have a good day!

Take care:)

[Ronaldo48]

I'm very pleased to say I now have a functional printer again!

In the event I did not need to create a new account, when I came to shut the PC down last night it downloaded a whole load of Windows 10 updates from Microsoft, which were all installed on my PC this morning when I turned it back on. Whatever the issue was, it was clearly related to the Windows 10 operating system since it all now works perfectly.

Thank you Raj for all your help and thoughts on how to fix the issue. We could probably have carried on trying various things till the cows came home but I suspect none of them would have had an effect without those Windows updates correcting the problem. So, thank you HP and thank you Microsoft!

[Raj1788]

@Ronaldo48

Thanks for the reply,

I'm glad to hear you found the solution you were looking for.

Thanks for taking the time to let the community know about the solution.

You've been great to work with and it has been a genuine pleasure interacting with you.

I hope both you and your product works great and remain healthy for a long time 😉

As I had suggested you, creating a new user account and try to print this would have given us a clear picture that windows was causing the problem.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

 Take care now and do have a fabulous week ahead.

 :)Cheers:)