HP Envy 7640 won't print from my computer but will from my phone

[Marla61]

When I try to print from my computer the HP ENVY 7640 printer won't print.  I can see the documents in the queue but I usually get an error message on the computer that the printer is in error state.  When I print from my phone it works fine.   This just started a couple of days ago.  

[DavidSMP]

Hi @Marla61,

Good Day. Thanks for visiting the HP community. I reviewed the post regarding issues with the printer not printing from the computer. It will be a pleasure to assist you here.

Commendable diagnosis, superb troubleshooting and splendid description of the issue before posting. Hats off to you on that score. 🙂

.For better clarity and to assist you better I would require more information regarding this:

• Did this happen after a recent software or OS update?
• Is the operating system windows or Mac?

For now please perform these steps if the OS is Windows.

First perform a hard reset on the printer from this link: http://hp.care/2u8auAy  and perform only step 1 from the link.

Then perform these steps:

• Type "services.msc" to get Services – Go to “Print spooler” – Right-click and “Stop” the service.
• Now again open "Run" - Type “spool” and ok - Go to PRINTERS folder - delete everything in that folder.
• Go to services again - Start the print spooler.
• Now check for issue resolution.

If the issue persists, also try clean installing the printer drivers. Here are the steps:

• First, unplug the USB cable from the printer, if present.
• Go to Control panel – Programs and feature – Select all the HP Photosmart printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
• Then download the latest full feature driver from http://hp.care/2tt9z1h and install it on the computer after selecting the correct operating system.
• Connect the printer to your computer only when the setup prompts for the printer.
• This should fix the issue.
•  
• If this does not do the trick, please download the Windows Built-in drivers by following instructions from this link: http://hp.care/2o3acvH

This should fix the issue for you.

It looks like a hardware issue with the printer. For now, please try performing these steps:

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, please.

Hope this helps. Let me know how it goes.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!