HP Envy 5010 printer preferences

[SimonR2]

I wonder if anybody can help ?

I purchased an HP Envy 5010 printer around a week ago.

The printer is great and my first (A4) prints have been excellent.

However, if I change printer preferences (eg. from A4 to photo paper) I

am unable to continue and print a document.  The "okay" button is

grayed out and I can only cancel any changes made to the print

settings.

If I select a preset printer setting (eg. Photo borderless), I am then

taken to another setting window for paper size, quality of 

print etc, plus an option for advanced settings.  However, when I

return to the previous page, I am unable to click OK to continue.

The okay button is always grayed out.

I hope somebody can help because otherwise I can only print

A4, normal quality, plain paper, portrait pages.

Best wishes and thank you for any help.

[atharva_gp]

 @SimonR2,

Thank you for reaching out to the HP Support community!

• What is the size of the photo paper you are using on the printer?
• From which application are you trying to print?

Let's try these steps:

Step 1: Check if the photo paper used is compatible with the printer.

• Check the paper handling specifications of the printer from this link.

Step 2: Change the paper setting on the printer

• Open the paper tray and close the tray
• You would get a prompt on the printer "Have you changed the Paper?"
  • Select the correct paper settings on the printer.

Step 3: Change the paper setting from the printing application

• Open the image/photo that you want to print
• Go to File > Print or Ctrl + P
• Open the Printer Properties > Select the required paper setting
• Click ok and Print.

You can also use the HP Smart App to print documents or photos by selecting various presets.

Use this link know more about the HP Smart.

Let me know if this information helps. 

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping. 

[SimonR2]

Thank you for your reply.

I have checked further and the problem I am experiencing does

not appear to be related to any particular setting or paper size/type.

In MIcrosoft Word,  I click File, Print, then Printer Properties.

If I select any of the Printing Shortcuts, then click Okay,

I am prompted with another menu for Document Properties.

From this point on, whether I change settings or not, I am

returned to the Printing Shortcuts menu but the OK button

is grayed out and no changes I made.

I have tried this on another PC with a clean install of the

printer sofware and none of the above occurs.

I hope this helps to explain my problem.

The only thought I have had - is there a way of making a

full, clean removal of the printer software so I can make

a clean re-install ?

Best wishes to everyone who has read this.

[atharva_gp]

@SimonR2,

Here are the steps for the clean installation of the printer software.

• In Windows, search for 'Control Panel' and open 'Programs' or 'Programs and features' and select 'Uninstall a Program'.
• Select your HP Printer.
• Select Uninstall.
• In Windows, search for 'Control Panel' and look for 'View devices and printers'option under 'Hardware and Sound'.
• In the Devices and Printers window look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'.
• Open up the run command with the "Windows key + R" key combo.
• Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)
• Click on the "Drivers" tab.
• Look for HP Printer driver. If you see it Click on it and click Remove at the bottom.
• Select Ok.
• Select Apply and Ok on the Print Server Properties windows.
• Close Devices and Printers.
• Open up the run command with the "Windows key + R" key combo.
• Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart the computer.
• Download the full-feature printer software and install it from this link or manually search for drivers from https://support.hp.com/us-en/drivers/printers.
• Open the downloaded file, follow onscreen instructions and complete installation
• Try printing from your PC again and check if you can print.

Let me know what happens.

[SimonR2]

Thank you for your help.

I followed your instructions but I still have the same problem.

If I change any printer settings in "print properties" I am unable

to click OK to keep the changes made as the OK button is

ghosted out.  For example, if I change print quality from

normal to best, I can not click the OK button to return

to the print preview I was viewing previously.

The printer prints great to A4 in default settings.

This problem occurs with any software I use (eg.

Word, Chrome, even Notepad).

[TEJ1602]

@SimonR2

Create a new user, login with the new user profile to install the printer. Refer to this document to learn how to create a new user profile.

(The above link is 3rd party and is not owned by HP, I’ve posted this only so that I may help you resolve this issue by going beyond my support boundaries, please ignore the ads and take only the free suggestions)

Let me know if this helps.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[SimonR2]

Thank you for your suggestion.

After following you instructions, I experienced exactly the

same problem with the printer software.

Any help would be appreciated because I have spent a

lot of time trying to rectify this fault.

Best wishes to all for reading and helping.

[TEJ1602]

@SimonR2

Use the HP Smart App to print documents or photos by selecting various presets.

Use this link know more about the HP Smart.

This will help us isolate the issue further.

Keep me posted.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[SimonR2]

Thank you for all your help.

I decided I could not keep waiting for a solution.

I refreshed my Windows 10 to default settings and

reinstalled all my apps.

The HP printer software worked perfectly as soon

as I installed it again.

I believe the problem was caused by a conflict of

software when I replaced my previous printer

with the HP Envy 5010.

[TEJ1602]

@SimonR2

 I am glad everything is up and running.

Do get back to us in the future for any further assistance.

Thanks 🙂