envy 4500 locks up at 'now printing alignment page'

[LM67]

Hi there, I have an HP envy 4500 serial number CN382288VQ, FPU No. A9T80 - 64001

I have uninstalled the software and reinstalled it (using files from online) and when that failed to solve the problem I ran the scan doctor. The scan doctor could not fix it and directed me to 'hp customer care'. I can not seem to find a specific HP

techincal suport email to contact so I am now trying this forum!

On initial start up the printer asks you to load plain white paper and press ok. After  I do this the printer then says ' now printing alignment page'. And this is where I can do no more. Pressing cancel does nothing. If I turn it off the screen says 'shutting down' and then goes blank, then when I push the power on  button again it goes through some machinations (nothing on screen) and then asks you to load plain white paper again. I have unplugged the printer, restarted the computer and plugged the printer in again as part of the scan doctor assessment and  after that the scan doctor gave up.

when it is stuck in 'printing alignment page', I can print from software programs on the computer eg word, outlook adobe, but I get a message (on the computer screen not the printer) saying it needs to print an alignment page, but if I click the 'do not align' button, it prints my document anyways. however, I can not photocopy or scan when the printer is locked in 'printing alignment page' mode so I need to fix the problem!

one time it did decide to print the alignment page and so I went to the next step and put it on the glass and pressed ok. It scanned the page and then froze, with the display saying 'scanning alignment page...' and then locking at that. If I press cancel on the printer menu

can anyone explain what is going on and if I can fix it?

Many thanks for any insight you can provide!

[DavidSMP · Accepted solution]

LM67,

Good Day.  Thank you for posting your query in the HP community.  I read the post regarding assistance with alignment issues as it keeps asking you to print an alignment page. I will be delighted to assist you here.

Superb description and spectacular troubleshooting and commendable diagnosis of the issue before posting. Kudos to you for that. 🙂

For better clarity and to assist you better I would require more information regarding this:

• Did this happen after a power outage or surge?
• Did it occur after a software or windows update?

For now, try these steps:

• Then perform a hard reset on the printer from this link: https://hp.care/2kcz5os (Step 1: Reset the printer)

Then perform a root level uninstallation and reinstallation of the printer drivers by following these steps:

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.) It can be accessed from control panel also.
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, in control panel and select any printer listed there and you will get some options on the top.
• Click on print server properties.
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box,
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again.

.

Then download the latest full feature driver from https://hp.care/2tfOyDa  and install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

This should fix the issue.

• If the issue persists, update the printer firmware also by following instructions from this link: https://hp.care/2rHKwDD and update the firmware from the same link mentioned above to download the HP printer drivers.
• This should do the trick for you. Now check for issue resolution.
• If the issue continues, then download the Windows Built-in drivers by following instructions from this link: https://hp.care/2o3acvH

Now check again for issue resolution. This should correct the situation.

If it persists, please contact HP phone support to get the printer replaced as it is hardware related via this link: https://hp.care/2moMFSc

Then follow the on-screen instructions to contact HP phone support to replace the printer. I am being honest about it by keeping your best interest in mind without beating around the bush.

Good luck and keep me posted. I wish you well. I will keep a watch for your reply.

Please perform all these steps patiently as it is critical to resolving the issue. Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

[LM67]

Thanks very much for this David. It seems to have fixed the issue!! Wonderful!!

I went only up to, but not inlcuding updating the printer firmware.

I didn't do a regedit.

When I:

"Go to devices and printers, in control panel and select any printer listed there and you will get some options on the top.

Click on print server properties. You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any. "

There werer 2 HP drivers listed. It let me delete one of them but for the second one it said 'failed to remove driver HP Envy 4500 series. The specified printer is currently in use'.  I then deleted the printer as a device. I also noticed that the fax device and the Microsoft XPS doc printer also listed the HP driver so I deleted them as devices too (as it still wouldn't let me remove the HP driver).

I've writen this just in case it helps anyone else who is having this problem and in case you are interested!

Many many thanks again for your help!

[Riddle_Decipher]

@LM67

Thank you for the update,

I appreciate your time and efforts,

I'm glad you found the solution for this concern.

Thanks for taking the time to let the community know that you accept our suggestions,

I hope both you and your product works great and remain healthy for a long time 😉 

To simply say thanks for our efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.

Take care now and do have a fabulous week ahead. 🙂