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Richard
Richard, Engineer
Category: Printers
Satisfied Customers: 53463
Experience:  15 years consulting in the IT industry with Printing engineering
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Printer wont talk to the computer, HP Envy 5530, 4 or 5

This answer was rated:

printer wont talk to the computer
JA: What's the brand and model of your printer?
Customer: HP Envy 5530
JA: How long has this been going on with your printer?
Customer: 4 or 5 days
JA: When did you last update the Operating System (OS) on the computer or device you're printing from?
Customer: Supposed to be done automatically. Just clicked the upgrade button
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: Printer will scan and photocopy no trouble

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

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 12 days ago.
Printer still not printing and i am being asked to pay again.

How is the printer connecting to the computer?

Via USB or Wireless?

Customer: replied 12 days ago.
No. I am not going to waste any more money
Customer: replied 12 days ago.
It is a USB cabel which operates other equipment so is not faulty

Ignore the request about money, it is an additional service.

Disconnect the printer from the computer and connect it to a different USB port on the computer

tell me how it then functions please

Customer: replied 12 days ago.
Nothing happening. Printer must therefore be faulty

Are you on a windows or mac computer?

Customer: replied 12 days ago.
Windows

Disconnect the printer again from computer

Then click start, control panel

Go to devices and drives

right click the printer and select remove

right click again and select refresh and if it shows again select remove

do this for all instances of the printer

restart the computer then

then connect the printer and click add printer

let me know how you go please

Customer: replied 12 days ago.
Computer can no longer find the printer

try connecting it to a different USB port and see if it finds it please

Customer: replied 12 days ago.
Did that. Nothing

Thanks

It is the internal mainboard in the printer that has faulted.

I am really sorry about this and you are going to have to return the printer to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

Richard and other Printers Specialists are ready to help you
Customer: replied 12 days ago.
OK Thank you