HP Envy 5540

[Frank505]

I am unable to print documents consistently.  The HP Envy 5540 screen indicates a "question mark icon".  The wireless blue light is on continuously.  How do I get the "question mark icon" to go off?

[Raj2111]

Hi @Frank505 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

Here’s how to troubleshoot and hopefully get rid of the "question mark" icon and resolve the printing issue:

1. Check Printer Status on Your Computer

• Open the Print Queue: On your computer, go to the "Devices and Printers" or "Printers & Scanners" section in your system’s settings (depending on whether you use Windows or macOS).
• Check for Pending Jobs: Look for any pending print jobs that may be stuck in the queue. If there are any, try to cancel them, restart the print job, and see if that resolves the issue.
• Restart the Print Spooler (Windows): Sometimes the print spooler service can get stuck.
  1. Press Win + R, type services.msc, and press Enter.
  2. Scroll down to Print Spooler, right-click, and select Restart.

2. Reboot the Printer and Your Router

• Turn off the Printer: Power off your HP Envy 5540 and wait about 10-15 seconds.
• Restart Your Router: If there are network-related issues (especially with wireless), restart your router as well. Unplug it, wait 10 seconds, and plug it back in.
• Turn the Printer Back On: After the router has fully restarted, turn the printer back on and check the status of the question mark icon.

3. Reconnect to Wireless Network

• Check the Wireless Connection: On the printer's control panel, go to the Wireless settings and check the network status. Make sure it’s connected to the correct Wi-Fi network.
• Reconfigure Wireless Setup:
  • Press the Wireless button on your printer to access wireless settings.
  • Select Wireless Setup Wizard from the menu.
  • Follow the on-screen instructions to reconnect to your Wi-Fi network.

4. Check for Firmware Updates

• Use HP Smart App: Open the HP Smart app on your computer or mobile device, which can check for updates and resolve connectivity issues automatically.
• Alternatively, visit the HP support website to manually download and install the latest firmware for your printer.

5. Reset the Printer to Factory Settings

• Factory Reset:
  1. Turn off the printer.
  2. Press and hold the Wireless and Cancel buttons simultaneously for about 10-15 seconds.
  3. Release both buttons when the printer’s control panel shows a reset message.
• After the reset, reconfigure your printer’s network settings and reconnect it to your Wi-Fi network.

6. Check Printer Ink and Paper

• Ensure the printer has enough ink and that there are no paper jams. Sometimes, the printer will display an error if there are physical issues like low ink or paper jams, even if the wireless connection is active.

I 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.
 

-Regards
Raj-HP Support