Updated: March 25, 2023
Was it helpful?
by Vitalii Yovko
Tech Expert & Writer
648 resolved issues

I need help with my printer

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!

Customer Replay

I have an envy 5020 all-in-1 printer since I moved providers for my internet the printer will not print its saying que problem then not connected to the wireless.


Did you unpack your printer and connect it to power?

Customer Replay

Yes I have had the printer for a couple of years

banner 3

Have you tried to restart your printer and reconnect it to the wireless network?

Customer Replay

I don't know how to connect to the wireless, since I have retired, I have no secretary now who did all this I am not a computer buff

Do you have the HP Smart app on your computer?

Customer Replay

No and I really don't know where to find it.

I understand. Please, give me a few minutes to prepare instructions for you.

Customer Replay

It just printed off Wireless Disabled

banner 6

I got you.

Customer Replay

How do I enable the printer

Did you connect it to the power outlet?

Customer Replay

Yes always connected

Do you see the power button on the printer?

Customer Replay


banner 9

Click on it.

Customer Replay

its on

Can you please check if you have the HP Smart app on your computer?

Customer Replay

Yes I have

Please, open it.

Customer Replay

I have and its asking me to select a printer

Do you see your printer on the list?

Customer Replay

yes I have clicked on it and its asked me to select another printer

Customer Replay

I have clicked on the printer which is already in settings but its then telling me its offline.

Can you click the "Set Up New Printer" button?

Customer Replay

Its also tells me the printers is not listed but again its in settings??
where is the set up new printer?

In the HP Smart app.
Please, follow the instructions below to reset your network settings on your printer:
On the printer control panel, touch the Setup icon or Wireless icon. Select Network setup or Settings, and then select Restore Network Settings.
Then you need to connect it to your Wi-Fi network.

Customer Replay

Done all that and I tried to print its telling me the printer is in error mode. How do I connect to the wifi networks

On the printer, you need to open the wireless settings.

Customer Replay

The printer is not connected I know I am a little thick on this so please bare with me

That's okay. Just open the settings on your printer.

Customer Replay

I have done and followed your instructions, found the network and its ok but still not printing

Did you connect it to the Wi-Fi?

Customer Replay

It found the network but stuck on connecting it

Does it show errors or loading?

Customer Replay

No just that its in error mode

Did you select your Wi-Fi network and entered the password?

Customer Replay

juts a minute I may have found it

Customer Replay

Its now trying to connect but taking its time

Take your time.

Customer Replay

It's still trying does it normally take this long

Normally, it should be faster.
But don't worry.

Customer Replay

It's saying unable to connect and I am retrying it.

Can you try to restart your router?

Customer Replay

asking for password again.

Enter the password.

Customer Replay

Trying again to find the network, my little stubby fingers don't help
Now printing and thanks for your help and patience

Is there anything else I can do for you today?

Customer Replay

Have a good day

Get answers until you're satisfied
14 verified experts are online now
Expert's Assistant
Ask your question here
Share on:
Copy to clipbord
Was it helpful?
Howly expert is ready to help you with your Printers problem

No comments yet...

What about starting a discussion? Be the first to share your thoughts!

Write a comment

We use cookies to improve your browsing experience on our site, show personalized content and targeted ads, and analyze site traffic.
More info