09-21-2020 09:42 AM - edited 09-21-2020 10:26 AM
Hi everyone, nice to meet you all. All of a sudden today, my HP Envy 5640 has started to give me the message saying that attention is required. Having contacted HP Support, uninstalled and reinstalled drivers etc, I am totally lost as to what the issue is. The printer is just out of it's 2 year warranty by 41 days. The only way I can get it to work temporarily sometimes is to run the troubleshoot your printer using Windows 10. Very disappointed with HP as I expected my printer to last a lot longer than 2 years and 41 days. Does any forum member have any idea as to what the issue could be please. Just to add that when I phoned HP Support, they said that I would have to pay 17.99 for a 1 incident telephone support. I then asked if I were to pay for the support and the printer could not be fixed, would I be entitled to a replacement and I was told no.
Having looked at quite a few other user reviews of this printer, others have experienced a similar issue to me whereby after 2 years, the printer just stops working. I'm just hoping that HP have not built in some sort of Obsolescence into their products, especially printers as it seems very strange to me that all of a sudden my printer just stops working properly.
As always, any help or advice is appreciated. Thanks 🙂
Solved! Go to Solution.
09-23-2020 04:46 PM
@retrouk, Welcome to HP Support Community!
This could be due to the connectivity or the drivers installed. Let us try to isolate and resolve the issue-
You may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.
Use HP Print and Scan Doctor
Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues.
For more information, go to https://support.hp.com/us-en/topic/printscandoctor
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
Assign manual IP to the printer
The steps on how to set a manual IP address can be found here.
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 the 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.
Add a TCP/IP port.
- Print a Network Configuration Report from the Printer Settings or Wireless menu.
- Right-click your printer, select Printer Properties, click the Ports tab, and then click Add Port.
- Select Standard TCP/IP Port, and then click New Port.
- Follow the instructions to add a new port using the information listed on the Network Configuration Report.
- 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!
I am an HP Employee
09-24-2020 02:57 PM
Hi TEJ1602, thanks for your reply and help. Managed to get the printer working again by adding a TCP/IP Port. However what i don't understand is why this has happened. The only other thing that has possibly changed is that I changed the printer cartridge last week and went from using dual cartridges to a single cartridge, therefore the printer is now running in single cartridge mode. Could this be the potential cause of the issue?
09-24-2020 03:21 PM
Glad that the issue is resolved.
Cartridges have nothing to do with the network, the issue is just with connectivity which got rectified with adding the TCP/IP network post.
I hope that answers your concern adequately. Let me know!
I am an HP Employee