QUESTION MARK ON HP ENVY 4520 MENU SCREEN

[MAS-1]

Last week my printer stopped accepting print commands from my lap top. A question mark appears in the menu window on the printer.

[Rainbow23]

@MAS-1,

Welcome to HP Forums, this is a great place to get support, find answers and tips.

Thank you for posting your query, I'll be more than glad to help you.

I understand that you are unable to print from your HP ENVY 4520 All-in-One Printer as the printer is stuck on the question mark icon.

This issue could occur if the printer is in error state.

Let's go through a few steps to resolve this issue.

And here's are a few steps listed below to perform a hard reset on the unit:

1.Turn the printer on, if it is not already on.
2.Wait until the printer is idle and silent before you continue.
3.With the printer turned on, disconnect the power cord from the rear of the printer.
4.Unplug the power cord from the wall outlet.
5.Wait at least 60 seconds.
6.Plug the power cord back into the wall outlet.
NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
7.Reconnect the power cord to the rear of the printer.
8.Turn on the printer, if it does not automatically turn on. The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
9.Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

If the issue persists, then you may need to update the firmware from the link: Firmware Update

Let us know when was the last time the unit was working fine. 

Also, let us know if you get any error messages on the computer.

Let me know how this works.
 

You have a good day ahead.

[MAS-1]

I have the latest firmware. I have no error messages. I have done your steps multiple times but no luck. Still just ? on menu and no printing. The printer will print test pages and realignment pages but noyhing from my laptop. Started 2 weeks ago. Was printing fine.

[Rainbow23 · Accepted solution]

@MAS-1,

Thank you for your reply, I'll be more than glad to help you.

I understand that the issue still persists after following the steps provided in the previous interaction.

As the test page print fine, the issue is now with print drivers which may not have been installed properly.

And here's the step by step guide for you in the links to uninstall and reinstall the drivers:

Step 1: Uninstall the Drivers:

Please follow the steps provided in the link to uninstall the printer software: Uninstalling the Printer Software (Windows)

Also, please follow the steps provided below to completely remove the printer software from printer properties.

Steps to remove printer driver files from Print Server Properties:

1. Open the Print Server Properties dialog window by doing one of the following:
   • Click the Start menu and in the search field type 'printui /s /t2' (without the quotes), and then press Enter or click it in the search list.
   • Press WINDOWS-R on the keyboard to bring up the Run window, type in 'printui /s /t2' (without the quotes), and then press Enter or click OK.
   • From the Start menu or the Start screen:
   • Open Devices and Printers.
   • Select any printer and then click "Print server properties" at the top of the window.
   • Click on the Drivers tab.
2. Select the printer driver you wish to uninstall.
3. Click the Remove button.
4. Select "Remove driver and driver package" and click OK.

Step 2: Download and install the Drivers from the link: Full Feature Software and Drivers

Let me know if this works.

You have a good day ahead.

[MAS-1]

Printing great now. Thank you so much.

[DavidSMP]

Hi @MAS-1,

I reviewed the quick response. As @Rainbow23 is out of office for the day. I am responding on his behalf. It is great that the issue is fixed.

Take care and have a lovely weekend. 🙂 Feel free to reach out always. We are there to assist you here. 🙂

[Frogfish]

I actually have a 6968 printer, but the question mark is on the screen is preventing printing. I had just printed a photo from my computer when it refused to print the next photo. I have unplugged from both sources and let sit for over a miute, then plugged the cord back in....no change.  The question mark remains and I cannot print. Please help!

[PissedOff21]

I have thrown this HP junk into the bin and bought an Epson which worked first time.

[Dodger19]

My printer is stuck on the question mark. Turn on and off does not solve. Seen solution to remove and replace drivers, what is procedure on an imac

thanks