Scan and Copy Issues with Envy 7100 series printer

[tearose50]

My issue is that the copy and scan functions were working fine, stand alone and via my computer.   Now, when I scan it appears to scan and what gets printed is something I scanned quite some time ago.  This same old document is what prints when I try to copy.  The test page prints fine.  Yesterday, I could print properly from my android.  

I have turned fully off and on.  When I scan via computer, I get the preview of the same old document.

I did set up email from printer today -- and got the old document.

Print doctor has been useless and has had me download a bunch of software that appears redundant.   

Now, I can't print from computer........**bleep**!

I can not find a solution.  Please help. 

[Riddle_Decipher]

@tearose50

Thank you for joining HP Forums. 

I'll be glad to help you 🙂 

As I understand the printer doesn't print anymore,

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

Are you still able to copy/scan as a stand alone now as well?

Did you use genuine HP Ink cartridges?

While you respond to that, here's what you need to do:

Step 1: Use genuine HP ink cartridges

HP recommends that you use genuine HP ink or toner supplies. HP cannot guarantee the quality or reliability of non-HP or refilled cartridges. If you do not use genuine HP cartridges, the steps in this document might not resolve the issue. To check the authenticity of your cartridges, go to http://hp.care/2puYRDc.

Visit HP SureSupply to check ink or toner cartridge compatibility or purchase replacement cartridges and other supplies.

1. Go to HP SureSupply.

2. If necessary, select your country/region.

   Figure : Country/region selector

   

3. Follow the on-screen instructions to order new supplies or check cartridge compatibility with your printer.

You can also purchase genuine HP cartridges and supplies from other retailers.

   NOTE:

Rough handling at the store or during installation can cause print quality problems with newly installed ink cartridges. If you see print problems with newly installed ink cartridges, wait for a few hours for the automatic servicing routine to complete, and then try to print again.

If installing genuine HP ink cartridges resolved the issue, you do not need to continue troubleshooting.

Step 2: Check for ink smears on the back of printouts

If there are smears of ink on the back of your printouts, use the automated tool to resolve the issue.

1. Load plain white paper in the input tray.

2. On the printer control panel, swipe down to open the Dashboard, and then touch the Setupicon.

3. Swipe up on the display, touch Printer Maintenance, and then touch Clean Smear.

   The printer feeds one page slowly. The printer might make some noise for approximately one minute.

4. Wait until the page is out of the printer before you remove it.

After cleaning ink smears, try to print. If the print quality is unacceptable, continue to the next step.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: http://hp.care/2IFKbdl

(By the end of this article all the issues should be resolved)

Do get back to me as I have a few more tricks up my sleeve, 

That said, If I have helped you resolve the issue, 

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon 

followed by clicking on 'Accepted as Solution' 

And Have a great day Ahead!

[tearose50]

Thanks for your response.  After posting I had several long on line chats with support personnel and we ended up resetting the printer back to factory original settings.  Unfortunately, that created another problem which can not be fixed by me.

 As the printer was under warranty, I am to be receiving a new printer that should arrive today.

[Riddle_Decipher · Accepted solution]

@tearose50

Thank you for responding,

It's great to have you back 😉

I'm glad you've got yourself a replacement printer,

And I hope that works just fine, if you need any assistance with setting it up or otherwise,

feel free to write back to use and we'll be happy to help you out.

Also, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon,

followed by clicking on 'Accepted as Solution' as it would help the community gain more knowledge,

And Have a great day Ahead!