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‎04-04-2017 02:54 AM

HP Recommended
Product: HP Photosmart 5520
Operating System: Microsoft Windows 10 (64-bit)

I was having trouble with my modem/router. ATT said to switch channels. Ever since then I can't print. I've tried deleting and readding but now I have 3 printers (same printer, different names) in error staus and none show up when I try to print something.

I have switched the channel back to original but still can't clear those 3 printers, add mine back and print. Please help.

1 ACCEPTED SOLUTION

Accepted Solutions

‎04-09-2017 11:56 AM

HP Recommended

@Coolman722

 

Hi, thanks for your reply. 🙂

 

As @A4Apollo is out of the office today, I'd like to help you. 

 

I read that your HP Photosmart 5520 e-All-in-One Printer appears to be in error state when you try to print. You've done a remarkable job performing the steps. 

 

I would like to know the following information to assist you better:

  • Is the printer able to make a copy? If yes, it indicates that the printer hard is good.

I suggest you to uninstall the printer drivers from the root level and then reinstall them using the below steps:

  • In Windows, search for and open Programs and Features.
  • Select your HP printer.
  • Select Uninstall.
  • In Windows, search for and open Devices and Printers.
  • In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
  • Open up the run command with the "Windows Key + R" key combo.
  • Type printui.exe /s and click OK.
  • Click on Drivers tab.
  • Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
  • Select OK.
  • Select Apply and OK on the Print Server Properties windows.
  • Close Devices and Printers.

Once you perform the above steps, please download and install them this link. 

 

I sincerely hope this fixes the issue. Let me know what happens. Cheers! 🙂

View solution in original post

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17 REPLIES 17

‎04-05-2017 08:28 AM

HP Recommended

Hi! @Coolman722, Welcome to HP forums.

I understand your printer is stuck in error state.

Don't worry I'd like to help you out.

What is the error you get on your printer?

Please try the steps recommended below.

Restart the computer, printer, and router to resolve any connectivity error states.
   NOTE:
The following steps temporarily disconnect network and Internet connections and require restarting your computer. Complete any tasks or downloads in progress before continuing.
Turn off the router by pressing the power button or disconnecting the power cord.
Turn off the printer, and then unplug any USB or Ethernet cables.
   NOTE:
When a USB or Ethernet cable is connected to the printer, the printer cannot connect wirelessly.
Close all running programs on your computer, and then shut down the computer.
Reconnect the power cord to the router, and then wait for the Internet activity light to display a normal connected status.
Turn on the printer.
Turn on the computer.

Refer this article to further troubleshoot printer does not maintain the wireless connection.

Let me know if this helps!

Have a pleasant day ahead! 🙂

A4Apollo
I am an HP Employee

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‎04-06-2017 04:39 AM

HP Recommended

Thank you for the input but it didn't change a thing. I tried to print a test page and it says printer in error state. I have 3 printers listed in error state. So frustrating.

 

Next idea please?

Thank you.

Was this reply helpful? Yes No

‎04-06-2017 02:56 PM

HP Recommended

@Coolman722, It's been great to hear from you again. Appreciate your efforts for trying out the steps.

As you mentioned the issue still persists after trying out the steps.

I would suggest you try one last step on your printer and check if it helps.

Try performing a semi full reset on your printer and check if it helps.

Since the steps to perform semi full reset is confidential, I will send you the steps in a private message. Please watch your inbox.

Let me know how it goes!

Cheers! 🙂

A4Apollo
I am an HP Employee

Was this reply helpful? Yes No

‎04-07-2017 05:47 AM

HP Recommended

Thank you for the steps but I need a little help. I don't understand the buttons. Please clarify. Thank you.

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‎04-07-2017 05:49 AM

HP Recommended

By that I mean I don't see them. Thank you.

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‎04-07-2017 06:14 AM

HP Recommended

@Coolman722, It's been great to hear from you again. I was indeed waiting for your response.

  

As you mentioned you don't understand the buttons to perform a semi-full reset.

 

I have attached an image with the button details, please refer the image and try the steps.

 

 

 

 

 

 

 

Let me know if this helps!

Have a wonderful day ahead! 🙂

A4Apollo
I am an HP Employee

Was this reply helpful? Yes No

‎04-07-2017 06:29 AM

HP Recommended

Ok, bear with me. I really appreciate your time. That helped reset the printer, thank you but on my HP desktop PC I still have those 3 printers listing. I had tried to add my printer again and it said printer already exists with that name. I went to print and it shows 3 printers on my PC in error status. How do I get rid of those? 

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‎04-07-2017 09:59 AM

HP Recommended

@Coolman722, It was a quick response. I was indeed waiting for your response.

 

It's great to know you were able to perform a semi-full reset on your printer.

 

Please try the steps recommended below.

 

Hold the Windows Key and press “R“.
Type “regedit“, then press “Enter“.
Navigate to the following location:
HKEY_LOCAL_MACHINE
SYSTEM
CurrentControlSet
Control
Print
Printers
Look for the registry key that has the value of the printer name you were trying to use. Right-click the key, then delete it.
Close the “Registry Editor“.
Select “Start“, type “services.msc , then press “Enter“.
Stop and restart the “Print Spooler“.
Now attempt to add the printer again. 

 

 

I'll watch your reply!

Take Care! 🙂

 

 

 

A4Apollo
I am an HP Employee

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‎04-08-2017 03:31 AM

HP Recommended

Ok, I did all of the steps and got rid of the printers. I then added my printer back. Everything was looking good. Went to print a word doc and immediately got an error. No idea what is causing this. Ideas?

Thank you so much for your efforts so far.

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