HP Envy 5530 has stopped recognising my USB connection

[Pahunt90]

Hello,

My family have owned a HP Envy 5530 printer/scanner for some time now and have not had issues. It has always been connected by USB. Today I used the screen on the scanner to try and email myself a scan of a sheet of paper. None of us had ever done this before and I thought it would be quicker.

I did receive the scan by email (although the sizing was wrong) but I tried to scan it to the computer afterwards only to get a message on the screen which say:

"No Computer Found

Make sure the printer software is installed on your computer and that "Scan to Computer" is enabled via the printer software"

We can't scan or print now but we can photocopy on it.

When I try to open the printer assistant on the computer (following some other advise I read on here) it just stays with the message "Retreiving information from the device" while the loading symbol underneath keeps turning.

I tried to reinstall drivers following a link on this site but I can't get past the screen where it asks me to connect the printer with a USB. It's as if it suddenly isn't recognising the cable (which hasn't been removed).

Any guidance on this would be really appreciated.

Thanks.

[Dvortex · Accepted solution]

Hello, @Pahunt90 – Greetings!

Thanks for engaging in the HP Forums! I see by your post that you are having trouble with your HP printer. I will certainly do my best to help you 🙂

Going through your post, I understand that printer is having trouble printing and scanning using your Envy printer.

Let’s first try to fix this issue using HP Print and Scan Doctor (PSDR). PSDR is an automated tool which can diagnose and resolve printing and scanning problems. Please go to http://hp.care/2bZ9w2q to download and run HP PSDR. Once you open the program, select your printer and click on “Fix Printing” to automatically diagnose and fix the issue.

If the issue persists, then I’d suggest you perform a clean install to try and fix the issue:
 

• 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://hp.care/2pyBTuH to install the software.
• Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

Those steps should do the trick, let me know the outcome!

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!

[Pahunt90]

Hi Dvortex,

The solution you posted below worked (the clean reinstall).

The computer now acknowledges that there is a connection and the printer and scanner are working.

Thank you very much for the great help!

[Chimney_83]

Hi @Pahunt90, I am the @Chimney_83. It looks like you were interacting with @Dvortex, but he is out of the office today so I am replying on his behalf.

Thanks for the reply and glad that the issue is resolved.

Please do post your technical queries on our Forums for assistance.