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HP Envy 4520 printer software issue

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jean.lille Posted messages 5 Registration date   Status Membre Last intervention   -  
jean.lille Posted messages 5 Registration date   Status Membre Last intervention   -

Hello,

I am using a shared HP Envy 4520 printer/scanner between two PCs:

a desktop PC, Windows 7, connected by cable.

a laptop, Windows 10, using a wifi connection.

I had no issues until the latest software update directly from the HP website.

Since then, nothing has changed for use from the first PC.

However, on the second PC, I no longer have the same dialog window: color printing is no longer offered (only a draft/normal/optimal choice). It is also no longer possible to print double-sided automatically. A "manual double-sided" option is available.

The problem persists after several attempts to reinstall the drivers and printing software (uninstall, clean, reinstall).

I am attaching two screenshots. I hope they have been added correctly.

One small detail: HP offers online help, but since the device is no longer under warranty, I cannot benefit from it. Neither by email nor by chat.

Thank you very much for your help.

Jean-Luc


5 réponses

Réponse 1 / 5
jmarion3 Posted messages 49468 Registration date   Status Contributeur Last intervention   5 507
 

Hello .....

If I understand correctly, this printer works very well with Windows 7 but has one problem with Windows 10 after an update of it ...

If you have reinstalled this printer via HP on Windows 10 and the issue persists, I personally would uninstall the last Windows 10 update to check if the problem is still there ... or wait for a fix to be proposed by Microsoft if the problem is known...

Questions

► What was the last Windows 10 update you suspect to be responsible ► KB ........? (Personally, I have Windows 11, so I’m not very aware of Windows 10 updates)

► On the HP website, did you download what is below

Full version of drivers and software for HP ENVY 4520 printer

 40.15.1230 148.3 MB November 23, 2021 Download

Cheers ► A+
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Réponse 2 / 5
jeannets Posted messages 28340 Registration date   Status Contributeur Last intervention   Ambassadeur 6 597
 

Hello,

Connected by cable: USB or Ethernet RJ45..??

Wifi connection: to the BOX or to the PC..??

Update of the printer or of Windows..??

The first PC: which one is it..? Tower, probably Windows 7..?? Please specify the brand and model..??

The laptop: brand and model..??

I believe that online diagnosis is still possible with PC connected to HP.
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Réponse 3 / 5
jean.lille Posted messages 5 Registration date   Status Membre Last intervention   2
 

Hello Jeannets.

1st PC: Tower: Connected via USB cable, no issues with printing.

    Windows 7 Pro, Pentium Dual Core E5700, 3GHz,    32-bit x86 ACPI processor.

    Graphics card AMD Radeon HD 5570 (I don't have a brand to provide, I built this PC with the help of a colleague who is an IT specialist.)

Update of the printer or Windows. Both, but I think that now Windows no longer offers updates for this version.

The laptop: Asus VivoBook S15.

Wifi connection: I believe the connection is made through the box.

I will try an online diagnostic again by connecting the PC and printer via cable.

Thanks for the advice.

J Luc
1
Réponse 4 / 5
jeannets Posted messages 28340 Registration date   Status Contributeur Last intervention   Ambassadeur 6 597
 

-- OK, Microsoft no longer provides SECURITY updates for Windows 7, that’s true, but there are still various updates on a PC for everything else that is not the OS... For example, Realtek Wifi drivers for HP, webcam.. etc..

-- My question about cables was aimed at an Ethernet cable connected to the BOX... The wifi behavior would be the same, with the IPs.

There can be a "Direct" Wifi connection with the PC or a wifi connection with the BOX with the IPs from the BOX network.

That said, it doesn’t really explain your differences in menus..

For the desktop PC, could you provide the motherboard reference.. the model, that's what’s done in Home made production.

Have you done what Jmarion3 suggested..?? What was the outcome..?
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Réponse 5 / 5
jean.lille Posted messages 5 Registration date   Status Membre Last intervention   2
 

I uninstalled the latest Windows updates. Then I reinstalled the printer software from the HP website.

Problem not resolved.

For your information: HP no longer offers me assistance, neither by chat nor by email, as the hardware is no longer under warranty. Only paid phone support seems possible.

And the computer is directly connected to the printer, but that doesn’t seem to have made any difference regarding the problem.

I upgraded to Windows 11.

Reconnecting to the HP site: I was offered an application called "Start Smart". A complicated tool with options that will be useless to me, but I can access all the features of the printer, including color and duplex printing.

So I consider the problem resolved, even though I would have liked to know the cause of the issue.

Thank you all for the help provided.

Jean-Luc
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