My HP Envy 5640 Printer does not print

[Catbarber]

My HP Envy 5640 Printer does not print.    The other functions - scanning, and sometimes copying - have been working OK.

I recently changed the ink cartridges a few weeks ago.   

I get a 'printer error' message, and also a message telling me that paper has jammed, when it hasn't.

I think my printer is not wireless and has been 'wired up' - hope that makes sense?

[Raj1788]

@Catbarber

Thank you for joining the HP Support Community

To provide you with an accurate solution, I'll need a few more details:

Just to do a double check, is the copy working fine?

If the copy is working This could be a driver issue.

Use HP Print and Scan Doctor

HP Print and Scan Doctor is a free tool for Windows to help resolve common printing and scanning problems, such as missing or corrupt print drivers, connectivity issues, firewall issues, scan error messages, printer offline, and print jobs stuck in the print queue.

Click on this link: https://support.hp.com/in-en/document/c03286146 to  Download and run HP Print and Scan Doctor.

If the issue persists, I recommend you delete the driver at the root level and Install the drivers, follow the steps below:

Remove the USB if connected

1.) In Windows, search for and open Programs and features 

2.) Select your HP Printer 

3.) Select Uninstall 

4.) In Windows, search for and open Devices and printers 

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose `Delete' or `Remove Device' 

6.) Open up 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 

Then, Click on this link: https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-envy-5640-e-all-in-one-printer-series/... to download and install the HP ENVY 5640 e-All-in-One Printer series Full Feature Software and Drivers.

If you are facing the same issue while making a copy, refer to this document: https://support.hp.com/us-en/product/hp-envy-5640-e-all-in-one-printer-series/6583033/document/c0435...

Try to print.

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[Catbarber]

Hello Raj and many thanks for your reply!       I am sorry to take so long to get back to you, but the link  given in my alert email

https://h30434.www3.hp.com/ only took me to the Home page, where I couldn't work out how to get to the right forum with your reply message in it.      I finally managed to find it by clicking on my account - which seems a rather uneccessarily long-winded way to have to go about this - especially as a link was given in my alert email.     

I will now try to see if the Copy function is working this time.....   sometimes it does, sometimes not - and sometimes it only works if I select 'colour', and sometimes, if I do select  'black', it'll only print out the top half of the page.....    And sometimes I get a message saying "The printer carriage cannot move", and telling me to clear any paper jam.   

I open up the printer lid, and see the carriage is halfway along  - I find I can gently move this fully along with my finger, with little resistance.    But I never see evidence of any paper jam.    

I also sometimes get a message saying "There is a problem with the printer.  Turn printer off then on" - which I do - by the correct on-off button.     But I then get a message saying "Printer was not turned off properly.  Please press the [on-off] button" (which I'd done - as there's no other way to turn off the printer except by this button!).

I'll try to keep working on this, but thought I'd get a reply off to you now.

Best regards,   Catherine Barber

[Catbarber]

Hello again Raj

Well, I got as far as 'Download HP Print and Scan Doctor'......    and nothing more seemed to happen!

Well, after faffing about and trying to find some sort of way forward, I completely lost track of everything.

Is there anyone (incredibly patient!) who'd be prepared to talk me through this, as I really can no longer cope on my own?

Failing that, I shall have to return to where I could have someone I know help me through my 'Remote Assistance'.

I am sorry to have taken up your time like this.

Best regards and many thanks!

[Raj1788]

@Catbarber

I would personally suggest you contact our HP Support for one on one interaction. 

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp

Step 2. Sign in / sign in as a guest

Step 3. Enter the product number or select to auto detect

Step 4. Scroll down to "Still need help? Complete the form to select your contact options"

Step 5. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Keep me posted on further assistance. Hope that helps! 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day ahead!