printer copies but won't print

[wickle1]

No software or hardware changes between the printer working fine and suddenly not. I am able to copy so it would suggest not head or ink problem. It will not print from computer, I'm using USB but did try wireless after problem arose but with same result. The page is mainly blank wit a couple of attempted lines at the top of the page which are vague and unreadable. The test page doesn't work either. I have latest softwae.I'm stuck for what to try as most help seems geared to the ability to print off a page which the printer can when copying a document.

[MKazi]

@wickle1

Welcome to HP Support Forums. 🙂 

I came across your post and would like to help. 

I understand that you have an HP ENVY 4527 All-in-One Printer is able to make a photocopy and will not print. There have been no hardware or software changes. You've done a remarkable job performing the steps. 

Is there an error message while trying to print?

Have you tried to print from multiple applications and checked?

The evidence points towards a drivers/software issue because the printer makes a photocopy correctly. 

I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Click here to download and run the HP Print and Scan Doctor software. This is a free tool for Windows to help resolve issues with the printer drivers. 

Now, you may attempt to print from multiple applications and check if it prints fine. If the printer still does not print then let us uninstall the drivers from the root level and then reinstall them. The following steps will help:

• 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.
• You may download and install the drivers from this link. 

I genuinely hope the issue gets resolved without hassles and the unit works great. Let me know. I'll be glad to assist you further.

Cheers! 🙂

[wickle1]

Hi

I apologise forgetting to mention that I already ran the scan doctor and it reported as everything wirking fine and already dowloaded latest driver which it said was already installe, though I didn't uninstall firs which I will do now. Further to the multiple document issue, it has same result from direct we pront, microsoft word and pdf - so yes, I did try multiple formats to no avail. I;ll try the uninstall option and get back to. And thank you so much for helping.

Michelle

[wickle1]

Hi

I have now completed the steps laid out to the letter. Although it still doesn't work, I at least now get an error message when trying to print staing an error with the printer. However, it behaved very strangely : first attempt was with a .docx document where the first message told me the printer was unable to print that document type, it however proceeded to prinr - a blank paper. Second attempt was odt with same message and result. Third attempt was pdf which nerely said error with printer. I then went to run scan doctor again, and before I got to it the printer randomly printed off three blank pages.

After running scan docto it again told me the printer was working fine which the computer, the printer and I new differently.

I am afraid I have now not one iota of a clue what to do. Please can you help, I don't have long left on my warranty and I don't know at what point invoking of the warranty applies. Does this count as start of problem or are there other channels I need to race off to if  there is nothing more you can do. After re installing the printer doesn't evn try to print anymore and apparently sees all document formats not within it's remit.

Thank you for your help and anything further would be immensly appreciated.

Michelle

[MKazi]

@wickle1

You're welcome. 

You've been fabulous to work with considering your superb technical skills, remarkable patience and great attitude. Kudos to you for that.

I suggest you to try installing the basic drivers from the HP website from this link.

If the issue persists with the basic drivers then let us install the inbuilt printer driver from the Windows operating system. Please refer to "Step 3: Install the print driver with the Add a Printer wizard" from this HP document: http://hp.care/2nxKJv8

Finally, if none of the drivers make the printer work then please create a new user account in Windows. The steps mentioned in "Creating a new account" from this HP document (http://hp.care/2qNyzzc) should help.

Once the new user account is created, try installing the drivers in the new user account. 

I sincerely hope this fixes the issue. Let me know.

Good luck! 🙂

[wickle1 · Accepted solution]

Hi

Thank you so much for your tireless efforts to help, constructive suggestions and most importantly making me feel supported in fault finding my problem.

I eventually live chatted with a support agent, and after much back and fro with varios steps (already tried), she eventually came up with an idea to try which I hadn't or wouldn't have thought of.

On suggestion I took both ink cartridges out and re loaded one at a time doing a test print at each stage. The colour worked fine but the black did not. I then put in the unused black cartridge I received from instant ink and it is now working perfectly.

It would never had entered my mind that a cartridge itself could develop a fault when originally working!1

Solution : faulty black ink cartridge replaced with new one.

I have greatly appreciated you taking the time to assist me. Thank you

[MKazi]

@wickle1

You're most welcome. 🙂

I'm glad that you were able to fix this issue. I truly appreciate your efforts. 

Feel free to keep me posted for any assistance in the future. 

Happy printing! 🙂