I am unable to print from my HP laptop to my Envy printer as says printer needs "user intervention"

[Iain9746]

I have a HP Envy printer and a HP laptop. I am unable to print from the laptop as it continually says "user intervention".

However, in the HP smart app, there are no errors listed and I have stripped the printer down as per instructions and there are no paper jams.  

The printer does work as I am able to print from my iPhone.

I have removed the printer physically and software wise from the laptop and uninstalled all of the drivers and HP smart app, then reinstalled them. The printer has also been removed from the power, but I still get the message when everything is reinstalled.

[Kuroi_Kenshi]

Hi @Iain9746,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your HP Envy printer prints fine from your iPhone, but your HP laptop keeps showing “User intervention required” even after reinstalling HP Smart and drivers, and checking for paper jams. Let’s go through steps to fix this.

1. Clear Print Queue

Press Windows + R, type control printers, press Enter.

Right-click your printer → See what’s printing.

Cancel all documents in the queue.

A stuck print job can trigger the “user intervention” message.

2. Check Printer Status

Open HP Smart on your laptop.

Ensure the printer is Online / Ready, not “Offline” or “Paused”.

If offline, right-click the printer in Windows → Use Printer Online.

3. Run Windows Printer Troubleshooter

Settings → System → Troubleshoot → Other troubleshooters → Printer → Run

Follow the prompts to detect and fix issues.

4. Power Reset the Printer

Turn off the printer and disconnect power for at least 1–2 minutes.

Reconnect power and turn it back on.

Optional: Factory reset via printer buttons if the problem persists:

Hold Cancel + Wireless + Power for ~5 seconds until the printer resets.

5. Reinstall Printer on Laptop

Remove printer from Settings → Bluetooth & devices → Printers & scanners.

Reinstall using HP Smart → Add Printer, preferably via Wi-Fi, not USB.

Avoid letting Windows auto-detect the printer to prevent driver conflicts.

6. Update Software

Ensure Windows is fully updated.

Update HP Smart and printer firmware via the app.

7. Test a Different Windows User Account

Create a new local user account on Windows.

Install HP Smart and try printing.

If it works, your main user profile may have a corrupted printer configuration.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Iain9746]

I did everything you have stated above several times before I posted this question.  I also connected the printer to my son's PC and my wife's laptop via the USB and via wifi and I had the same issue with all of them.  I solved it by going out and buying a new Brother printer.