HP Envy laptop does not connect to 5030 during set-up (wireless)

[Gavin_Travers]

I am setting up my HP Envy 5030 printer to work wirelessly to an also HP envy laptop running Windows 10.

My wife has managed to connect her mac book and is printing with no problem. However, I cannot get past the setup.

So far I have:

-Downloaded HP smart. The printer displays the PIN and It recognises the printer but says it is offline.

-Checked both the laptop ad printer are connected to the same network

-Attempted diagnose and fix on HP smart

-rebooted laptop, home hub and printer

-Tried searching for printers on my windows settings. Printer says driver unavailable

-Attempted downloading 500 series drivers from HP website. Again, finds the printer automatically over wifi but the device network installation fails during the setup.

-Downloaded device doc and diagnostics also say printer is offline

-tried the above connection scans/set-ups with my firewall turned off. Still nothing.

Does anybody have any advice?

Thanks,

Gavin

[asmita6658]

Hi @Gavin_Travers

Welcome to the HP Support Community. 

Try these steps -

Step 1 HP Print and Scan Doctor - 

Click on this link to download and run HP Print and Scan Doctor 

Step 2 Re-install the printer drivers - 

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.

6. Open 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” and “/s”).

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 Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here.

15. Click on the downloaded file and follow the on-screen instructions.  

Hope this helps! 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!

Have a great day! 

[Gavin_Travers]

Hello Asmita,

Apologies for the slow reply. I'm afraid this hasn't worked.

Each piece of software/driver download initiates a set-up and none of them have connected to the printer.

The Easy start software was closest. It found the printer but failed to set-up after connection.

This is extremely frustrating now. Particularly as a MAC just found and connected immediately. I have been unable to use this for 6 weeks since purchasing.

Please help. Preferably if I could be contacted so someone can actually run me through the process. I'm not even sure I have uninstalled the correct drivers in the first place. Again, I'm running a HP laptop and there isn't simply a "HP printer driver" as mentioned in Step 9.

Thank you for your help so far.

Gavin

[asmita6658]

Hi @Gavin_Travers

Please reach out to the HP Support in your region regarding this issue, they should be able to take a remote access to resolve the problem. 

Have a great day! 

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!

[Gavin_Travers]

Hello,

I have now been onto Watsapp for UK support. They could not fix my problem.

I then tried the call centre who had remote access and they want me to go to my internet provider and change my internet package!!!!

This is all becoming a bit silly now. Is there any chance I might be able to use my printer by having it connected by a wire???

If so, everything else is just not worth the hassle.

Gavin

[asmita6658]

@Gavin_Travers

Thanks for replying. I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Community. 

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!

Have a great day!