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Richard
Richard, Engineer
Category: Electronics
Satisfied Customers: 67399
Experience:  Electronics Engineer
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I am suddenly unable to print from my faurly new S10..have

Customer Question

Hi, i am suddenly unable to print from my faurly new S10..have an HP Envy wifi printer. Other devices in the house can still print
JA: How are you connecting to your printer: wirelessly or by USB?
Customer: Wireless
JA: When did you last update the printer driver software?
Customer: I don't know what that means. I have HP smart and HP plug in...which i uninstall and reinstalled
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: I did a wireless network test on the hp printer and it said that "more than one access point/wireless router has been found that matches your SSID" and that " "Wireless On was disabled" as is "wireless working" But I don't understand that becaus other people can print from their devices
Submitted: 5 days ago.
Category: Electronics
Expert:  Richard replied 5 days ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

I’m sorry to hear you're having trouble with your printer. I know that can be frustrating. Hopefully, we can get this resolved quickly.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 5 days ago.
I have already tried that, but will try again
Expert:  Richard replied 5 days ago.

Thank you

Customer: replied 5 days ago.
Not really
Expert:  Richard replied 5 days ago.

No problem

Customer: replied 5 days ago.
I'm just waiting for the 10 mins to go by
Expert:  Richard replied 5 days ago.

ok

Customer: replied 5 days ago.
Just plugged it back in and turned the power on...
Expert:  Richard replied 5 days ago.

ok

Customer: replied 5 days ago.
Still not working
Expert:  Richard replied 5 days ago.

Now restart the computer and try to print please

Customer: replied 5 days ago.
It says on my phone "sorryvthatvdidntvw
Customer: replied 5 days ago.
Oops
Expert:  Richard replied 5 days ago.

Now restart the computer and try to print please

Customer: replied 5 days ago.
34;Sorry that didn't work. Try again"
Customer: replied 5 days ago.
It's my phone that won't print. Again, I have already tried this. But will do it again. Will be back in just over 10 mins
Expert:  Richard replied 5 days ago.

Restart the phone please and then try to print

Customer: replied 5 days ago.
Still doesn't work...says the same thing
Expert:  Richard replied 5 days ago.

Install the HP print service plug in which you see here

https://play.google.com/store/apps/details?id=com.hp.android.printservice&hl=en&gl=US

And then try to print please

Customer: replied 5 days ago.
I already have this installed
Expert:  Richard replied 5 days ago.

now open the app please

Customer: replied 5 days ago.
Ok..it's open
Expert:  Richard replied 5 days ago.

now try to print within the app please

Customer: replied 5 days ago.
Ok
Expert:  Richard replied 5 days ago.

Thanks

Customer: replied 5 days ago.
Well it printed a pdf from within the app
Expert:  Richard replied 5 days ago.

yes, this is how you print

Customer: replied 5 days ago.
I know o can print like that, but I was printing out a couple of emails..successfully printed out an google drive attachedto the email, then wanted to print the email itself so pressed the 3 dots top right of the email to print it and it shows the page to print, but when I press the print button it says that message " sorry that didn't work" etc
Customer: replied 5 days ago.
one minute it was working and the next it wasnt
Expert:  Richard replied 5 days ago.

It is done via the app, this is why they provide the app for this

Customer: replied 5 days ago.
but to printout an email I have never gone into the printing app first...I've just opened the email and then pressed the 3 dots
Customer: replied 5 days ago.
It's weird because one moment it was working and the next, it wasn't
Expert:  Richard replied 5 days ago.

Thank you

You will then need to reset the phone, this will remove all data and return it to new, so first,

Please follow the steps here to backup

https://www.pcworld.com/article/248984/how-to-back-up-your-android-phone.html

Once all data is backed up (make sure it is to avoid losing your data), then please go to settings, search at the top for Factory Reset and select it.

Complete the reset, then setup the phone again and once done, tell me if it now functions correctly.

Let me know the results please.

Customer: replied 5 days ago.
Thanks for your help but 'm not doing that
Expert:  Richard replied 5 days ago.

You are welcome