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Shaz Yousaf
Shaz Yousaf, Consultant
Category: Printers
Satisfied Customers: 294
Experience:  MSc Computer Networks & Security
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My printer is brand new, everytime i switch on my laptop the

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My printer is brand new, everytime i switch on my laptop the printer begins to print many pages with weird symbols continuously.
JA: What's the brand and model of your printer?
Customer: hp envy 5020
JA: How long has this been going on with your printer?
Customer: one day
JA: When did you last update the Operating System (OS) on the computer or device you're printing from?
Customer: i just got it yesterday, i believe ive updated everything
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: no

Welcome to JustAnswer! I’m Shaz, a professional IT expert. I have over 8 years of experience in the industry with a Master’s Degree in Computer Networks and Security. I will be assisting you today.

You will need to re-install the software/drivers for the printer. The drivers seem corrupt or incompatible.

Customer: replied 2 years ago.
okay thank you.

Please confirm what version of Windows you have i will send you a link to the correct drivers

Customer: replied 2 years ago.
how do i re install the software for the drinter
Customer: replied 2 years ago.
printer*
Customer: replied 2 years ago.
windows 7

OK, i will send you the link to the drivers

I can also offer to resolve the issue for you by carrying out a remote session.

Driver link is below;

https://ftp.hp.com/pub/softlib/software13/printers/EN5000/EN5000_Full_WebPack_44.4.2678.exe

You will need to go to add/remove programs uninstall the current software and install the provided

Please let me know how you get on and if you need any more help over chat.

Customer: replied 2 years ago.
alright, thanks

Please remember to rate my service by selecting the 5 stars at the top of the screen then submit before you leave today.

If you need more assistance, please use the reply box and let me know.

Customer: replied 2 years ago.
how would i know it my problem is resolved?

I provided instructions on what to do. Once carried out you should no longer have the weird symbols printing continuously.

Customer: replied 2 years ago.
i downloaded the link and followed the intructions, however at the start it gives 2 options and i followed the top option

What were the two options?

Did you manage to re-install the drivers?

Customer: replied 2 years ago.
2 options were, connect a new device or reconfigure wireless settings. i went with the connect a new device

Ok, have you followed the wizard to the end?

Customer: replied 2 years ago.
when i clicked the 'connent a new device', i followed it through

Ok, so are you printing ok now?

Shaz Yousaf and 2 other Printers Specialists are ready to help you
Customer: replied 2 years ago.
for now it looks ok. thank you for your time, 5 stars

Your Welcome :-)

Customer: replied 2 years ago.
Yeah I’ve just turned off and on my laptop and it still does the same problem.

Ok, before re-installing the drivers/software did you uninstall the old software via Add/Remove Programs?

Customer: replied 2 years ago.
It never gave me the option to

Ok, i did mention it earlier to remove and then install.

Control Panel, Add Remove Programs.

Find the printer Uninstall. Restart and then re-install. Please try that.

Customer: replied 2 years ago.
i have removed the printer, there was no uninstall option. only remove
Customer: replied 2 years ago.
dw ive found the uninstall, which i have done now

Ok

Im here if you get stuck at all.

Customer: replied 2 years ago.
do i go back onto the link, and re re-install

First restart the PC then yes go back to the link and re-install.