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Intermittent printing problems

HP Recommended
Envy 6020
Microsoft Windows 10 (64-bit)

Since we bought the printer in August it's been driving us mad. Two intermittent problems:
1. If you print something with a large amount of graphics, then it will often stop (freeze)  mid-way through a page. The only way it can be solved is to unplug the printer. If print one page at a time we can sometimes get it to work, but sometimes even that is a gamble
2.  several times a day the printer will be "offline".  Again the only solution is to unplug and turn it on again.  The off button is ineffective.

 

I've used the print and scan doctor. That sometimes gives a temporary fix, but not a long-term solution.

 

I'm wondering if we have bought a lemon and we need to make  claim for a replacement printer under the warranty?

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HP Support Agent
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Hi @Kestrel42,

 

 I'd like to help!

 

To better assist you - 

 

1)Are you able to make copies?

2) What's the application you are trying to print from? Have you tried printing from a different application or device? 

3)How is the printer connected to your device Wi-Fi or USB?

 

Meanwhile, try the below steps -

 

Let's try a power reset on the printer

 

Reset the product

  • With the printer turned on, disconnect the power cord from the rear of the printer.
  • Unplug the power cord from the wall outlet.
  • Wait at least 60 seconds.
  • Plug the power cord back into the wall outlet.
  • Reconnect the power cord to the printer.
  • Turn the printer on. HP recommends plugging the printer directly into a wall outlet

 Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

 

Hope this helps! Keep me posted. 

 

And, Welcome to 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!

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Message 3 of 9
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Yes the copying facility works fine

 

The problem normally occurs when printing PDFs or Word documents that have a large file size due to a large amount of graphic information.  It's intermittent, so it's really tricky to test different applications. And anyway, because  I pay you for ink per page, I'm not inclined to do a lot of testing!

 

The printer is connected through WiFi

 

We've switched off and unplugged the power cable multiple times. It's often the only way to get the printer unfrozen. But we've never pulled the power cable out of the wall socket - does that really make a difference?

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HP Support Agent
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Message 4 of 9
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Yes, it just refreshes the printer status.

 

  1. Have you tried updating the printer firmware?
  2. You could test the applications, I will credit pages back.Please try other applications.
  3. May I know the file size?

Let me know!

 

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Thanks for your help.

 

A few days ag I used the HPPSdr.exe application which updated the firmware.

 

This morning I tried printing this:PDF https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/9256....  I opened it  in Acrobat Reader DC.   Its's 667KB. I used booklet layout and duplex, so 8 pages of the leaflet are printed on two sheets of paper.

It printed the first side OK. It printed 80% of the second side and then froze.  In the print monitor the status went from "Printing" to "Error -Printing" to "Error - Printing - Restarting".  After 10 minutes I cancelled the job and tried to reprint, without success.  Then I unplugged both ends of the  power cable, waited 60 seconds, started again and it worked.

 

I then tried a Word document and it worked.  

 

So with perseverance and endless patience I can probably manage to print anything. But why is it such hard work?

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So this afternoon, from a different Windows laptop, my wife tried to print 12 copies of a one page Word document - 651K.  The printer produced 9 copies fine, but halted midway through copy 10. The print monitors showed the same list of errors. We unplugged, counted to 60 and plugged it back in again. But now it won't print anything.  Grrrr!

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HP Support Agent
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We could try a complete uninstall of the printer software and reinstall it.

 

 

 Let's try and uninstall the printer software from the root level on your PC and install the full feature printer software.

 

--->In Windows, search for and open Programs and Features.

--->Select your HP printer.

--->Select Uninstall.

--->In Windows, search for and open Devices and Printers.

--->In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”

--->Open up the run command with the "Windows Key + R" key combo.

--->Type printui.exe /s and click OK.

--->Click on the Drivers tab.

--->Look for HP Printer driver. If you see it click on it and click remove at the bottom.

--->Select OK.

--->Select Apply and OK on the Print Server Properties windows.

--->Close Devices and Printers.

 

And then reinstall the printer full-featured drivers from software and drivers page 

 

Let me know how this goes!

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Ok. I guess that I would need to do that on all 4 Windows machines in this house?

 

I got stuck on step 1.   Do you mean the "Apps and Features" section in the settings program.? If so, I don't see anything that says just HP printer - but I do see 9 different HP apps:  

Kestrel42_0-1610793222561.png

 

Do you want me to remove all of them?

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HP Support Agent
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Hit the Start menu and type programs and features. and then uninstall the drivers.

 

Let me know!

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