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‎06-03-2018 04:52 PM

HP Recommended
Product: HP Envy 4520
Operating System: Microsoft Windows 8.1 (64-bit)

I'm having problems printing. No problem scanning or copying. When I send something to the printer, it just sits there and I  get a message that it needs either attention or intervention. I have tried everything I have seen HP suggest (almost).

 

My problem is that sometimes I don't understand how to do some of the steps because usually it doesn't look like what you say it will.

 

I've had this printer for over a year and it's been pretty good-no problems but I had to disconnect everything for a couple of months due to foundation and flooring work and now that I'm back in gear with it; it won't work. When I first hooked it back up, the printer icon in the "Devices & Printers was totally missing". I may have messed it up because I couldn't find the driver and downloaded and installed another one. I've been able to get it to print sporadically but I can find nothing else to try except to uninstall everything and start over. Any suggestions?

5 REPLIES 5

‎06-04-2018 12:57 PM

HP Recommended

@valjean

 

Welcome to HP Support Forums. 🙂

MKazi is at your service. 

 

I understand that you have an HP ENVY 4520 All-in-One Printer and are facing printing issues. The printer is able to scan and copy fine. The print jobs do not print. I appreciate your efforts in troubleshooting this issue and have certainly done a good job.

 

I would like to know the following information to assist you better:

  • Is the printer connected via USB or wirelessly?
  • Did any software changes or updates happen on the computer?

While you respond to that. I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

  • Disconnect the power cable from the printer while the printer is still ON.
  • Disconnect any other cables if connected the printer.
  • Press and hold the printer’s power button for 15 seconds.
  • The printer should be directly connected to the wall outlet and not to a surge protector.
  • Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

Let us restart the print spooler by following the below steps:

  1. Turn off the printer using the power button and then unplug the printer power cord from the power outlet.

  2. Save your work. After using these steps, your current print jobs are lost and will need to be printed again.

  3. Open Windows Services using one of the following methods:

    • Search Windows for services, and click Services in the list of results.

    • On your keyboard, press Windows key ( ) + R, type services.msc in the window that opens, and then click OK.

  4. Scroll through the list of services and find the name Print Spooler.

  5. Right-click Print Spooler and select Stop.

    Figure : Stop selection for Print Spooler Service

    Service window the Print Spooler service selected from the Name list and the Stop selection called out.

  6. After the service has been stopped, close the service window and use Windows Explorer to browse to C:\Windows\System32\Spool\PRINTERS.

  7. Delete all files inside the PRINTERS folder.

  8. Shut down your computer from Windows.

  9. Make sure you printer has been unplugged for at least 60 seconds, and then plug the power cord into a power outlet.

  10. Turn on the printer using the power button on the printer.

  11. Turn on the computer and wait for Windows to open.

  12. Try printing again and note what happens.

If the printing still does not take place, then let us download and run the HP Print and Scan Doctor: https://hp.care/2axUQYQ

The HP Print and Scan Doctor helps in fixing issues with the printer drivers.

 

In case the issue still persists then please continue with the following steps:

  • Press “Windows key” + “r” to get the “Run” window.
  • Type "services.msc" to get Services – Go to “Print spooler” – Right-click and “Stop” the service.
  • Now again open "Run" - Type “spool” and ok - Go to PRINTERS folder - delete everything in that folder.
  • Go to services again - Start the print spooler.
  • Now check for issue resolution.
  •  
  • If the issue persists, also try clean installing the printer drivers. Here are the steps:
     
  • First, unplug the USB cable from the printer if present.
  • Go to Control panel – Programs and feature – Select all the HP Officejet printer entries and uninstall them.
  • Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
  • Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
  • Restart your computer.
  • Click here to download and install the software.
  • Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

I genuinely hope the issue gets resolved without hassles and the unit works great. Let me know how it goes.

 

All the best! 🙂

Was this reply helpful? Yes No

‎06-04-2018 02:15 PM

HP Recommended

It's wireless. I have done EVERYTHING you have listed and it STILL doesn't work. The interesting thing is that I have an older computer which also prints from the printer. No problem whatsoever with it.

 

I have checked the ink cartridge 500 times. Interestingly, it will allow me to print right after I do that but if I shut the computer down-the next time I start it up, it's the same problem.

 

It has to be a setting somewhere or maybe using the driver that you have up now is not going to work on my computer. Windows 8.1 (although it says it will). That's about my last hope--is to again uninstall and then reinstall from the CD

 

 

Was this reply helpful? Yes No

‎06-05-2018 12:20 AM

HP Recommended

Since my reply, I have uninstalled and reinstalled the driver twice. This time when I ran HP Print and Scan Doctor, I tried to print out from there and it wouldn't do it. So, I then clicked to button to print internally. This is what I got:

 

"There is a problem with your software that cannot be fixed by this tool. Remove the software by clicking "uninstall". Reinstall the software with the Product CD or by downloaing the lastest full version from HP Customer Care."

 

I have done this 3 times total. Don't they say doing something over and over again with the same result is the definition of "insane"? This IS driving me insane and over the years, I've purchased many HP products but this IS going to be the last one...especially if I wind up throwing it out the door!

Was this reply helpful? Yes No

‎06-05-2018 12:56 AM

HP Recommended

I decided to try the uninstall/reinstall one FINAL time before I threw it out the door. This time I did the uninstall through the Print and Scan Doctor (to be on the safe side) and reinstalled it directly from the CD without going online...IT WORKS AGAIN! Apparently there is something in that update my computer doesn't like.

Was this reply helpful? Yes No

‎06-05-2018 01:12 PM

HP Recommended

@valjean

 

Great news! 🙂

 

You have been fabulous to work with considering your superb technical skills and valuable patience. Kudos to you for that. 

 

I'm glad that you were able to fix this issue. I hope your printer remains healthy for a long time and serves you well.

 

Happy printing! 🙂

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