HP Envy 4524 has stopped printing

[CBBS9]

My wireless printer has recently stopped printing. I have checked connectivity and WiFi network is showing correctly on the printer itself. The printer also appears OK in the list of connected hardware on my laptop. Printer also printed a test page OK. However, when I try to print a document, whether Word or PDF, either the document disappears from the print list or it keeps spooling and never prints. Have also had similar problem trying to print a PDF that was downloaded to my Samsung smartphone. 

When I try to troubleshoot using the Print and Scan Doctor I am asked to reinstall the software, but when I try to do so, it won't download properly and I get an error message. 

There have been a lot of Windows 10 updates recently and I wonder if any of these have interfered with the printer software? Otherwise, suggestions for fixes, please! 

[Kumar0307]

@CBBS9, Welcome to the HP Support Community!

• Make sure the printer and the PC are connected to the same wireless network.
• This printer supports only 2.4GHz network. So, the PC should be on the 2.4GHz network.
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.
• Restart the printer, the wireless router, and the PC. Try printing.

If the issue persists, on the printer, go to Setup > Network > Restore network settings

Go back to Network > Wireless > Wireless setup wizard and select your network.

Install the printer using the TCP/IP port:

1. On the PC, go to Control panel > Devices and printers > Add a printer(at the top) 
2. Under 'Choose a device or printer', click on 'The printer I want isn't listed'.
3. Select 'Add a printer using a TCP/IP address'
4. Find the IP address of the printer by tapping on the wireless/ethernet icon on the printer screen
5. Type in the 'IP address in Hostname or IP address' box, click next
6. Proceed to the next steps by following the on-screen instructions.
7. Try printing.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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Have a great day! 

[CBBS9]

Thanks, will try what you suggest, but how can I tell if my  network is 2.4Ghz or not? 

I haven't changed my service provider or setup in any way since I bought the printer, which has worked fine up to now.

[Kumar0307]

@CBBS9

The network name will usually be named as 2.4 or 5. If not, then you will have to contact your Internet service provider or access the router's EWS page to know.

This model printer only works on a 2.4GHz network.

Keep me posted.

[CBBS9]

This is not a new printer installation: I have had the printer for a couple of years at least and it has worked fine until recently. I have not changed anything about my wireless network so am assuming it is 2.4GHz to have worked in the first place. 

Your instructions seem to be to set up a new printer but the printer is already installed and appears in the list of printers on my laptop. It just doesn't appear to be connecting. I have recently managed to print a doc from my smartphone which is connected to the same wire less network so this appears to be an issue with the connection between the printer and laptop rather than the wireless connection per se. My laptop is NOT an HP one, it's a very old Advent Sienna 300 with Windows 10 installed. I don't know if this is relevant but it was also unable to connect when I attempted to download a password from Google Remote so that a colleague could help me sort out the problem. Kept saying that the remote server was offline.

Would it be worthwhile to try uninstalling and reinstalling the original HP software?

Thanks

[Jay_G24]

What is the status of the wireless light on the printer, steady or blinking?

If solid,  then try setting a manual to resolve the issue -

--->Touch on the wifi icon ((i)) on the printer, and take down the IP address 
--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP
--->then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 
--->go to wireless ---> wireless 802.11---> select manual ip ---> apply
--->Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.  
--->then go to settings on the main ews page --> power management ---> select sleep mode to max 15min

Keep me posted!