Will not print on HP Advanced Photo Paper 5X7

[LIRN]

My HP ENVY 4500 All in One will not print on HP 5X7 advanced photo paper. It feeds the paper perfectly. It acts as if it's printing. The print cartridge moves back and forth but it doesn't deposit ink on paper. 

If I use regular letter sized copy paper it prints fine. 

The firmware is up to date. I have tried rebooting. I have tried copying 50 blank sheets twice. Nothing helps. I am setting the print for HP Photo paper, 5X7. Have tried both landscape and portrait. Have tried color, greyscale and monochrome. I get no error messages. The printer thinks it printed.

I have the same printer at my winter residence and it prints fine on the same paper.

Please advise.

[Jeet_singh]

Hi @LIRN,

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As I understand you are having issues printing photos on HP Advanced photo paper. Don't worry as I have a few steps to help you get through this concern,

Kudos to you for trying out the steps before reaching out to us.

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

Did you make any changes before the issue started?

When was the last time it worked (date)?

Have you tried to check the print settings?

While feeding the photo paper to the input tray, you need to keep “Glossy” or print side facing down. Then adjust the paper width guides so they rest against the edges of the paper.Also, it is important to change the print settings before you print a photo. 

If you are running Windows OS, then follow the steps below:

• Open the picture using “Windows Photo Viewer” (You can right-click on the image and go to “Open with” to select the windows photo viewer app)
• Change the paper size appropriately.
• Also, change the paper type to “photo paper” before printing.
• You can check detailed instructions here:  http://hp.care/2pCETES

If you have tried the steps suggested and still having the issue, I would suggest the next step would be to perform a Hard reset on the printer and if nothing works, I would suggest you uninstall and reinstall the printer drivers.

Remove all the ink cartridges and then try to perform a hard reset on the printer.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Now insert the ink cartridges and then try to print a test page and check if it works.

Let's try these steps here:

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

13 ). Restart the PC

14 ). Now click on this link: http://ftp.hp.com/pub/softlib/software12/COL47762/mp-115701-6/EN4500_198.exe and install the updated printer drivers

15 ). Connect the USB cable only when prompted and follow the on-screen procedure to setup the printer.

I hope this should do the trick. Let me know how it goes for further assistance.

Keep me posted,

If the information I've provided was helpful,

give us some reinforcement by clicking the solution and kudos buttons,

that'll help us and others see that we've got the answers!

Good Luck.

[LIRN]

Thank you for the instructions. I have followed every one of them, all the way to a hard reset and uninstalling and reinstalling the printer drivers. It has made no difference, The printer will print my photo on regular printer paper but will not print on HP Premium 5 X 7 photo paper. I have loaded the paper correcly witht the glossy side down. The printer takes up the paper with no problem. The printer sounds like it's printing--I can hear the cartriges moving back and forth, but they do not deposit ink on the paper. When I feed letter sized printer paper into the printer, the picture prints with no problem. 

I'm not sure anything more can be done This is the first time I've tried to print a photo on photo paper from this printer. I have the identical printer at my other home (bought them the same day) and that printer prints photos correctly on this same paper, from the same package of photo paper actually.

Any other ideas?

Thank you

[Jeet_singh]

Hi @LIRN,

Thank you for replying,

I appreciate your time and efforts,

As I understand you have followed the steps suggested in the previous post and still having the issue, I would suggest you could try creating a custom size and check if that helps. Here is the link.

Let me know how it goes for further assistance. I'll be more than happy to help.

Cheers!

[LIRN]

Unfortunately that did not work. I created a custom size in both inches nd centimeters. Still blank.  Still prints on regular paper. Nothng on HP photo paper

Any other suggestions?

[Dvortex]

Hello, @LIRN

I see that you were interacting with @Jeet_singh. I'd like to jump in with a suggestion 🙂

Let's try changing the printing preferences of your printer as suggested below:

1. Go to control panel - Devices and printers
2. Right-click on your Envy and choose the "Printing preferences" option.
3. Now, go to paper quality / layout tab and make sure the paper type is selected as "Photo paper".
4. Also, select the correct paper size and save the settings.

Now, follow the steps mentioned to print the photo:

• Open the picture using “Windows Photo Viewer” (You can right-click on the image and go to “Open with” to select the windows photo viewer app)
• Change the paper size appropriately.
• Also, change the paper type to “photo paper” before printing.

Please let me know whether that works for you or you need further assistance. Thank you!

Cheers 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[LIRN]

Thnk you, but these are prior steps that I had already tried, that didn't work. I went through these steps again, and they still don't work. So to be clear, the printer will still not print on HP Premium Glossy photo paper 5X7. I have resinstalled the printer software twice, I have done a hard reset, I hve done the steps you mention above numerous times. I have created custo paper sizes. Yesterday I replaced the printer catridges though they were both more than half full, just in case. No change. i have tried to print from two different laptops and my iphone.

The pictures print on regular letter sized paper. I don't have leter sized photo paper so I don't know if it would print on that. I'm not going to buy 8X10 photo paper just to test it. 5X7 is the photo size I need for my project. 

The printer takes up the photo paper, the carriage with the printer cartridges moves back and forth as if it's printing, but it doesn't print anything. I have tried all print qualities and have tried black ink only, color and graycale. None work. It will immediately print the same picture in color or black and white on a regular piece of letter sized paper.

As I have mentioned, I purchased two of these printers, one for each location I reside in. The other printer has no problem printing on this paper and in fact I have used the paper from this same pack to print a photo within the past two months on the other printer.

Unless you can think of anything else to try I fear there is a problem with the printer itself and this is not going to be able to be resolved. I have sent the photo I needed to have printed out to CVS photo printing and paid $2.32 cents to have it printed. It was the only thing I could do at this point. I'm disappointed of course. This printer is fairly new.

Thank you for your efforts. If there's anything else you can think of that might resolve this problem I'd be happy to try.

There's no way to attach a video or i would video the entire process so you could see and hear.

[Dvortex]

Hello, @LIRN

Thanks for the detailed description 🙂

I did double-check the printer specifications and the printers do support 5 x 7, 4 x 6 and 8.5 x 11 in Photo paper. 

Hence, to isolate this issue further, I need to know whether the printer can make a "Photocopy" or not using the photo paper.

Place a picture face down on the scanner glass and load the 5 x 7 photo paper in the tray (Do not load any other paper types and then adjust the paper guides to firmly hold the photo paper)

Press the copy option on the printer control panel. Go to copy settings and then change the paper type and then try to print. Let me know if it makes a good copy or not.

Thanks, I'll watch for your reply!

Good luck 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[LIRN]

Thank you! Yes, it does make a photo copy. I placed a 5X& photo in the corner of the glass. It copied it, but not completely accurately. It cut off one side of the photo--the copy was off-center. You cannot put the photo paper in the guide any other way than in the absolute center. But--it DID put ink on paper. So I hope that narrows down the issue. I'll look for your response. 

[Dvortex · Accepted solution]

Hello, @LIRN

Thanks for the update!

It certainly is a good sign 😉 At least now we know that the printer is picking the paper and can print on the same. I'm quite certain that the issue is with the printer drivers.

When checked, I saw that you have tried the full-features drivers. Hence, let's try the basic drivers for HP Envy 4500. Try the steps below:

·         First, unplug the USB cable from the printer if present.

·         Go to Control panel – Programs and feature – Select all the HP Envy printer entries and uninstall them.

·         Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.

·         Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.

·         Under print server properties, go to drivers - remove any entry there as well.

·         Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

·         Restart your computer.

·         Now click http://ftp.hp.com/pub/softlib/software12/COL47795/mp-115802-7/EN4500_Basicx64_198.exe to install the software.

·         Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

Now, try changing the printing preferences and try printing again.

If the issue persists, try the Windows built-in drivers. Go to http://hp.care/2nxKJv8 and follow the steps listed under "Step 3".

Again change the printing preference and then try printing the photos.

Thanks, Let me know if that helps!

Good luck 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!