HP Envy 5020 printing blank pages

[clearice68]

Hello all,

since several days my printer (HP Envy 5020 - Windows 10 - Version 20H2) provides only blank pages, as long as the print job is not initiated in the HP Smart App. When the print ist initiated in the HP Smart App everything is fine, black and white print as well as coloured one. When the print is initiated in any other program (Word, PDF, whatsoever) the printer is only producing blank paper. Since the Smart App currently allows the print of pdf files only, I can merely print pdf and this only via the app and not straight from the pdf program itself, the latter also creates blank pages only.

I have already de- and reinstalled the printer incl. the driver and I ran several check tools (HP Print and Scan Doctor etc.) without any help or improvement.

I would emphatically appreciate any help or advice!

Cheers

Klaus

[TEJ1602]

@clearice68, Welcome to HP Support Community!

Follow the steps below to isolate and resolve the issue-

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printing/scanning issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

Check the printer driver settings. Refer to the document for help- HP Printers - Print Driver Settings Guide (Windows)

If the issue persists, I recommend you delete the driver and 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”

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.

Use this link to download and install the new driver. Configure the printer and try printing.

If you still have issues, try the Windows built-in drivers. Follow the steps below:

•   Uninstall the printer drivers. Go to Control Panel - Devices and Printers - Click on "Add printer" and follow the on-screen instructions.

•    When the page prompts for the drivers, select "Windows update". The driver list will be updated.

•    Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help

Additionally, if the printer is connected wireless, follow the steps below-

1.  Select “Start” and type “printers” in the search box. 

2.  Choose “Printers & scanners“. 

3.   elect “Add a printer or scanner“. 

4.  Wait for the “The printer that I want isn’t listed” option to appear, then select it. 

5.   Select “Add a printer using a TCP/IP address or hostname” , then select “Next“. 

6.   select “TCP/IP Device” in the “Device type” list. 

7.  Type the hostname or the IP address of the printer. Select “Next“. To find the IP address of the printer, touch the Wi-Fi icon on the printer's control panel.  

8.  Windows should find the printer if the printer is on and configured correctly. You may have to specify more information. If prompted, Select the type of network adapter installed in the printer in the “Device Type” drop-down list. You can also click “Custom” to specify custom settings for the network printer. Select “Next“.

Try printing.

Hope this helps! Keep me posted. 

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!

[clearice68]

Hello TEJ1602 ,

thank you for your support! I did all this:

1) Use HP Print and Scan Doctor.
Done, no problems identified.
2) Check the printer driver settings.
Done, no problems identified.
3) Delete the driver on root level and retry
Done, no improvement noticeable.
4) Try the Windows built-in drivers
Done, no improvement noticeable.
5) Additionally, if the printer is connected wireless, follow the steps.
Done, no improvement recognized.

HELP!!!!

PS: Since the print works fine via this HP Smart App, but with no program else, I had the idea that there might be a conflict between the app and other programs, so I deleted the app. But the result was that together with this HP Smart App also the printer settings altogether with the printer were deleted. Yet after the reinstallation no improvement was given.

HELP!!!!!

Best wishes

Klaus

[TEJ1602 · Accepted solution]

@clearice68

Follow the steps below-

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Try updating the computer - 

Step 1 Windows Updates - 

1) In the search box, type, and open Windows Updates. 

2) Check for updates. 

3) If the updates are available, click on install and restart the computer. 

Restart the devices and try again.

Keep me posted.

[clearice68]

Inspite the fact that the ink level was displayed at 50% and no error was detected and the printer printed black-and-white under certain circumstances it was the black cartridge that caused the trouble. When the printer printed in  black-and-white, I guess now, he used the color cartridge. With a new cartridge for black-and-white it works fine now.

Thank you for your troubles and stay healthy!

[TEJ1602]

@clearice68

That's great! Happy to hear that.

Let me know if you need any further assistance.