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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?
*****
Nice to meet you, *****!
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?
Yes I have had the printer for a couple of years
Have you tried to restart your printer and reconnect it to the wireless network?
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?
No and I really don't know where to find it.
I understand. Please, give me a few minutes to prepare instructions for you.
It just printed off Wireless Disabled
I got you.
How do I enable the printer
Did you connect it to the power outlet?
Yes always connected
Good.
Do you see the power button on the printer?
yes
Click on it.
its on
Can you please check if you have the HP Smart app on your computer?
Yes I have
Please, open it.
I have and its asking me to select a printer
Do you see your printer on the list?
yes I have clicked on it and its asked me to select another printer
Okay.
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?
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.
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.
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.
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?
It found the network but stuck on connecting it
Does it show errors or loading?
No just that its in error mode
Did you select your Wi-Fi network and entered the password?
juts a minute I may have found it
Okay.
Its now trying to connect but taking its time
Take your time.
It's still trying does it normally take this long
Normally, it should be faster.
But don't worry.
It's saying unable to connect and I am retrying it.
Can you try to restart your router?
asking for password again.
Enter the password.
Trying again to find the network, my little stubby fingers don't help
Now printing and thanks for your help and patience
Great!
Is there anything else I can do for you today?
Have a good day
You too!
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