Lost HP interface

[Glyn406]

I've lost the clean and modern HP interface screen that I had when I first installed the printer, that gave the option of automatic duplex printing.

Now when I choose 'Print' in MS word, I get the dated window shown below, that doesn't offer auto duplex.

How can I restore the desired HP screen?

[Echo_Lake]

@Glyn406
Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did you make any recent software driver changes?
• Did you install Full feature printer drivers? 

1. Let’s try root level uninstall and reinstall the print driver: 
2. Go to Control panel – Programs and feature – Select all the HP Envy printer entries and uninstall them.
3. Now go to Control panel – Devices and printer – Select all the printer entries and remove the device. 
4. Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
5. Under print server properties, go to drivers - remove any entry there as well.
6. Again, go to run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files. 

​​​​​​​Install and Use the HP Smart App (Windows 10): https://support.hp.com/us-en/document/c04675142 
If the issue still continues, install using Using the Windows Built-in Print Driver: Click here

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Glyn406]

Hi Echo

Thank you for your prompte reply to my request for help.

First, I can confirm that I haven't made any driver changes or installations.

I set out to follow your suggested approch. When I went to Control panel -- Programs and features I saw about HP entries, and thought it best to unstall them all. 

For all except one this was straightforard.  However, the last one -- HP ENVY photo 6200 series Basic Device Software -- would not uninstall; I got the attached error message.

I logged out and then logged on as Administrator, and tried again; but no joy, I'm afraid, as I got the self-same error message again.

I'd be glad of further suggestions!

[Riddle_Decipher]

@Glyn406 I suggest you try the below steps:

Create a new user account and check if the same steps work as suggested before, if they don't, try creating a TCP IP port:

 - 1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the front panel of your Printer to get the IP address

 - 2. On your PC, go to Control Panel, from Devices and Printers, right-click the printer and left-click Printer Properties, select the Ports tab.

 - 3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.

 - 4. Type in the proper IP address for the printer.

This video resource will show you how to do it: Click here to watch

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[Glyn406]

Thanks to both Echo_Lake and Riddle_Decipher for their helpful replies. Unfortunately, things did not go entirely smoothly!

First I tried to follow Echo_Lake's suggestion of removing HP files from my computer, then reinstalling. I used the Add/Remove facility in Windows, but was defeated by 'HP Envy Photo 6200 series Basic Device Software' which I could not remove even when logged in as Administrator. Eventually I admitted defeat and took my computer to a local repair store where the technician use more sophisticated tools to get the program off (and charged an appropriate fee).

I then tried to reload HP Smart using the link provided, only to find that it directed me to the Microsoft Store, which told me that HP Smart was already installed! After a few curses and wandering round the HP site, I found a link which did allow me to reinstall, but this didn't have the desired effect on the interface.

I then followed Riddle_Decipher's suggestion to create a New Port, but again no change in the interface.  At this point I decided it was time to try making telephone contact with HP Support, and was connected to an agent named Daniel in Romania. He listened sympathetically to my tale of woes, and suggested that he use the remote access and control facility to see if he could solve the problem. I agreed to this, and he tried very thoroughly and methodically to bring about the desired result, but sadly without success.

We then came to the conclusion that one of Windows' updates must have upset the delicate balance between the printer software and an ageing installation of Microsoft Office - I was using Office 2007. As I had already taken opportunity of a bargain offer online for a Office 2019, we decided that I would install that and see if it had any effect on the interface, and agreed that Daniel would call me again at a specified time a few days later to check.

So I duly installed Office 2019, and hey presto! my missing interface has returned, which I was very glad to tell Daniel when he telephoned as promised.

There is alas a residual fly in the ointment; the templates organisation in Word 19 does not entirely suit my needs, but that's not a problem that I can lay at HP's door.

[Echo_Lake]

@Glyn406

Thank you for posting back. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​​

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Glyn406]

That is in fact what I've done, as I explained in my last message.

[Riddle_Decipher · Accepted solution]

@Glyn406 I know what you mean, and I appreciate the fact that you've acknowledged that this isn't something that can be layed at HP's door, perhaps, you should try other applications for office such as the OpenOffice, etc...to check if that suits your needs.

That said, its been a pleasure interacting with you,

And I hope you find what you need, have a good day.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.