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‎11-30-2024 12:13 PM - edited ‎11-30-2024 12:13 PM

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I have a new HP Envy 6555e - used the default add printer function in windows to install drivers.  When I send a print job it never goes into the printer queue.  Surface Pro with Windows 11 Home 64 bit and  Snapdragon X ARM processor.  No issues printing from other devices.

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‎12-03-2024 09:06 AM - edited ‎12-03-2024 09:07 AM

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Hi @mbart13,

 

Welcome to the HP Support Community. 

 

I'd be glad to help you! 

 

I’m sorry to hear that you’re having trouble printing from your HP ENVY 6555e to your Surface Pro with Windows 11 on an ARM processor. Let’s work together to resolve this!

 

  • Have you tried using the HP Smart app to add the printer on your ARM-based Surface Pro?
  • Does your Surface Pro have any specific settings related to ARM compatibility that might be affecting driver functionality?
  • Is the printer set as the default printer on your Surface Pro?

 

Let's try these steps. 

 

Check Printer Driver Compatibility: Since your Surface Pro uses an ARM processor, ensure that the printer driver installed is compatible with ARM architecture. You might need to download the latest ARM-compatible driver from the HP support website or use the HP Smart app for a seamless installation.

 

Reinstall the Printer: Remove the printer from your devices and reinstall it manually. Open Settings > Devices > Printers & Scanners, select your printer, and click Remove Device. Then, reinstall it using HP Smart or through the Windows Add a Printer feature.

 

Update the Printer Driver: Ensure the driver is up to date. Go to Device Manager, find your printer under Printers, right-click, and choose Update Driver. If an update isn't available, try downloading the latest driver directly from HP’s support page.

 

Check for Windows Updates: Sometimes, there are updates specific to ARM-based devices that can affect printing. Make sure your Surface Pro has the latest updates for Windows 11 by going to Settings > Windows Update.

 

Clear Print Queue: If the print job is stuck, go to the Printer Queue and clear any pending jobs. You can do this by opening Control Panel > Devices and Printers, right-clicking on your HP printer, and selecting See what's printing. Cancel any stuck jobs and try printing again.

 

 

Hope this helps! Keep me posted for further assistance

 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Nal_NR-Moderator
I am an HP Employee

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