HP All-In-One printer issue


RAMWolff

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So just spent time with an HP tech which ended up putting me in touch with their pay for dept for further assistance. I don't have money to spend on troubleshooting something that should just work. So I think my last ditch effort is to come here and ask anyone that has good knowledge about such things.

So I have an HP Envy 5052. Prints just fine but the scanner keeps erroring out. It's like a connection issue. I run the all in one via WiFi as the machine is too big for me to have in my small bedroom where I have my work horse computer so it's literally around the corner in the hallway, not 10 feet from me. I have as close to a T1 connectivity for my needs so it's not that either. It's strange to me, as I'm not a really geeky person to that extent, that the printer works fine but scanning does not.

The tech worked remotely on my computer and installed and reinstalled the software and had no luck there so if he was confounded not sure if anyone here knows how to help me resolve this issue. With tax season coming up I like to print out hard copies but I also need to scan stuff INTO the computer to attach to the documents I need to send. I can use my phone to take pictures but I'd rather scan them if I can.

Another weird thing, that actually got the tech to give up was connecting to my account via their HP software. It was just spinning around waiting for some way to get through a wall or handshake allowance. Never happened. That happened to me a few days ago, I went out for a power walk and then stopped to shop for groceries leaving it to connect, came back two hours later and still spinning around not connecting so I killed the process. So there is probably some blockage on my end, maybe the firewall or maybe they have glitchy software as I have NO issues with any other software calling home or getting around on the WWW

So if anyone has any help they can offer I'm open.

Thanks so much
Richard
 
Windows Build/Version
22000.493

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Perhaps an issue using both the Wireless/Wi-Fi of the Router and the printer's Wireless Direct? Don't use either as my 2 printers are connected via Ethernet to the Router and computer work through the Router.
 

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    Dell Vostro 3400
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I wish I could do a direct connect but there is no way in this small room to move the printer so it's what it is but it's weird that I can print but I can not scan!
 

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    CyberPower PC
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    RYZEN 7 5700G 3.8GHz
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    GIGABYTE B550 UD AC
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    ADATA 8GB DDR4-3200 XPG Z1 4
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I wish I could do a direct connect but there is no way in this small room to move the printer so it's what it is but it's weird that I can print but I can not scan!
Could you do a direct connect just long enough to test that the scanner will work doing a scan from the computer?
 

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    Windows 11 Canary Channel
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    PowerSpec B746
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    Intel Core i7-10700K
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    ASRock Z490 Phantom Gaming 4/ax
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    16GB (8GB PC4-19200 DDR4 SDRAM x2)
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    PowerSpec G156
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    Intel Core i5-8400 CPU @ 2.80GHz
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    AsusTeK Prime B360M-S
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    16 MB DDR 4-2666
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I do have a long enough cord but I trip and I'm forgetful so I tend to shy away from that unless it's a last ditch effort. I'm trying some new ideas here before I reach that! LOL
 

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    Windows 11
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    RYZEN 7 5700G 3.8GHz
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    GIGABYTE B550 UD AC
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    ADATA 8GB DDR4-3200 XPG Z1 4
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    GIGABYTE GEFORCE RTX 3060 GAMING OC 12GB GDDR6 REV 2.1
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    HIGH DEFINITION ON-BOARD 7.1 AUDIO
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    M1-Samsung Smart TV, M2- ViewSonic
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    M1-1920X1080 - M2-1920X1080
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    APEVIA 800WATT GOLD 80 PLUS POWER SUPPLY
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    In-Win G7 w/ USB 3.0, EZ Swap HDD Dock
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    Liquid
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    Perixx PERIBOARD-331 Wired Backlit USB Keyboard
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    WAVE, highest tier so FAST enough
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I do have a long enough cord but I trip and I'm forgetful so I tend to shy away from that unless it's a last ditch effort. I'm trying some new ideas here before I reach that! LOL
Can you hook it up temporarily to check to see if the scanner will work? The problem could be with the AIO printer itself.
 

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    Windows 11 Canary Channel
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    PowerSpec B746
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    Intel Core i7-10700K
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    ASRock Z490 Phantom Gaming 4/ax
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    16GB (8GB PC4-19200 DDR4 SDRAM x2)
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    NVIDIA GeForce GTX 1050 TI
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    Samsung SAM0A87 Samsung SAM0D32
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    PowerSpec G156
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    Intel Core i5-8400 CPU @ 2.80GHz
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    AsusTeK Prime B360M-S
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    16 MB DDR 4-2666
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    Logitek M185
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I agree connect it direct with cable to test. Only way to isolate where or what. You may have to reinstall the HP for the direct USB connection. If it works then some issue with the wireless (could still be in printer). If it doesn't work with USB then likely its the scanner.
 

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    Windows 11 Pro
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    Dell Inspiron 16 5630
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    i7 1360P
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    Dell
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    16GB
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I would just like to add (and this probably won't help, but it's possibly good information) that I have an HP Envy as well and I have been having this problem since upgrading to Windows 11. I never had the problem with Win 10.

I am suspecting that there is something wonky about HP's driver, since to my knowledge a Win 11 version has not yet been released.
 

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    Gigabyte x570 Aorus Elite Wifi
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One other note, as I recall USB 2 has a cable length limit of 16 feet with passive cables, longer active cables are rather costly. I have worked on clients machines where older printers worked fine connected to a USB 2 port but frequently got messages about communications being lost when using a USB 3 port. Over the years I've used HP 8600 and 8712 OfficeJets, now have a 9015 but they've all been Ethernet-connected.
 
Last edited:

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    Win11 Pro RTM
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    Dell Vostro 3400
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    Intel Core i5 11th Gen. 2.40GHz
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    12GB
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    256GB SSD NVMe
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    Windows 11 Pro RTM x64
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    Dell Vostro 5890
    CPU
    Intel Core i5 10th Gen. 2.90GHz
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    16GB
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    Onboard, no VGA, using a DisplayPort-to-VGA adapter
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    24" Dell
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I have a HP Envy Pro 6400 and I use it with a W10 and a W11 system via Wi-FI.

I initially installed and configured it on the W10 system and use the "HP Smart" utility to print and create scan documents. I never had any issues.

The W11 system was updated from W10 at the end of December. I have never had any printing issues with the W11 system, but I never tried scanning. I was going to install the "HP Smart" utility, but instead installed the "HP Scan" utility from the Store. When I started it, "Scan" recognized the printer and had no problem scanning a document. No errors were generated.

While it may not be the exact printer, my guess is that there is a issue with the printer, not W11. Maybe there is a printer firmware update that can be applied. Personally, I would just go buy a new printer. Yea, I know it's an expense but what option do you have.
 

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    Windows 11 Home, 23H2, 22631.3593, Windows Feature Experience Pack 1000.22700.1003.0
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    Intel(R) Core(TM) i3-8145U CPU @ 2.10GHz 2.30 GHz
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    HP Pavilion
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    AMD E-300 with Radeon HD Graphics 1.30 GHz
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    This computer is connected to my IC-735 radio.
Have you tried shutting down the printer and removing the power chord for a few minutes then powering up again and let it load?
 

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    RB Sierra_PEH (FP7)
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    ACER NITRO
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    AMD Ryzen 7 5800H / 3.2 GHz
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    500 Mbps
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I agree connect it direct with cable to test. Only way to isolate where or what. You may have to reinstall the HP for the direct USB connection. If it works then some issue with the wireless (could still be in printer). If it doesn't work with USB then likely its the scanner.
I have had problems where the printer would work over Wi-Fi but not the scanner. Sometimes times it involved a lot of uninstalling and reinstalling hardware and software to get the scanner working. Other times it was as simple as restarting the printer.
 

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System One System Two

  • OS
    Windows 11 Canary Channel
    Computer type
    PC/Desktop
    Manufacturer/Model
    PowerSpec B746
    CPU
    Intel Core i7-10700K
    Motherboard
    ASRock Z490 Phantom Gaming 4/ax
    Memory
    16GB (8GB PC4-19200 DDR4 SDRAM x2)
    Graphics Card(s)
    NVIDIA GeForce GTX 1050 TI
    Sound Card
    Realtek Audio
    Monitor(s) Displays
    Samsung SAM0A87 Samsung SAM0D32
    Screen Resolution
    1920 x 1080
    Hard Drives
    NVMe WDC WDS100T2B0C-00PXH0 1TB
    Samsung SSD 860 EVO 1TB
    PSU
    750 Watts (62.5A)
    Case
    PowerSpec/Lian Li ATX 205
    Keyboard
    Logitech K270
    Mouse
    Logitech M185
    Browser
    Microsoft Edge and Firefox
    Antivirus
    ESET Internet Security
  • Operating System
    Windows 11 Canary Channel
    Computer type
    PC/Desktop
    Manufacturer/Model
    PowerSpec G156
    CPU
    Intel Core i5-8400 CPU @ 2.80GHz
    Motherboard
    AsusTeK Prime B360M-S
    Memory
    16 MB DDR 4-2666
    Monitor(s) Displays
    23" Speptre HDMI 75Hz
    Screen Resolution
    1920x1080
    Hard Drives
    Samsung 970 EVO 500GB NVMe
    Mouse
    Logitek M185
    Keyboard
    Logitek K270
    Browser
    Firefox, Edge and Edge Canary
    Antivirus
    Windows Defender
I would just like to add (and this probably won't help, but it's possibly good information) that I have an HP Envy as well and I have been having this problem since upgrading to Windows 11. I never had the problem with Win 10.

I am suspecting that there is something wonky about HP's driver, since to my knowledge a Win 11 version has not yet been released.
I have a HP Office Jet Pro 8720 AIO, connected wireless. It was originally installed in Win 10. When I upgraded to Win 11, there was no new driver, that I'm aware of, and everything works OK in Win 11.
 

My Computer

System One

  • OS
    Windows 11 Pro
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    Laptop
    Manufacturer/Model
    Dell Inspiron 16 5630
    CPU
    i7 1360P
    Motherboard
    Dell
    Memory
    16GB
    Graphics Card(s)
    Intel CPU
    Sound Card
    Realtek
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    16" Touch Screen
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    1920X1080
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    1TB Samsung NVME SSD
    PSU
    65 Watt Dell
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    Dell
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    Dell
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    Internet Speed
    Google Fiber
    Browser
    Edge
    Antivirus
    Defender and Malwarebytes
    Other Info
    Cakewalk by Bandlab and Presonus Studio One 4.6 Pro recording programs. MOTU recording interface
I have a HP Office Jet Pro 8720 AIO, connected wireless. It was originally installed in Win 10. When I upgraded to Win 11, there was no new driver, that I'm aware of, and everything works OK in Win 11.
I just did my first scan since I upgraded to Win 11. I upgraded the very first day it was available to the Insiders. My AIO is the HP Officejet 6830. The communication was only one-way. The printer woke up and the printer screen said it was doing a scan, but my computer kept erroring out. I tried a couple of different programs with the same results. I restarted my computer and still had a one-way connection. I unplugged the printer and counted to 20 before plugging it back in. The scanner now works. I don't think this will help the OP, but it worked for me.
 

My Computers

System One System Two

  • OS
    Windows 11 Canary Channel
    Computer type
    PC/Desktop
    Manufacturer/Model
    PowerSpec B746
    CPU
    Intel Core i7-10700K
    Motherboard
    ASRock Z490 Phantom Gaming 4/ax
    Memory
    16GB (8GB PC4-19200 DDR4 SDRAM x2)
    Graphics Card(s)
    NVIDIA GeForce GTX 1050 TI
    Sound Card
    Realtek Audio
    Monitor(s) Displays
    Samsung SAM0A87 Samsung SAM0D32
    Screen Resolution
    1920 x 1080
    Hard Drives
    NVMe WDC WDS100T2B0C-00PXH0 1TB
    Samsung SSD 860 EVO 1TB
    PSU
    750 Watts (62.5A)
    Case
    PowerSpec/Lian Li ATX 205
    Keyboard
    Logitech K270
    Mouse
    Logitech M185
    Browser
    Microsoft Edge and Firefox
    Antivirus
    ESET Internet Security
  • Operating System
    Windows 11 Canary Channel
    Computer type
    PC/Desktop
    Manufacturer/Model
    PowerSpec G156
    CPU
    Intel Core i5-8400 CPU @ 2.80GHz
    Motherboard
    AsusTeK Prime B360M-S
    Memory
    16 MB DDR 4-2666
    Monitor(s) Displays
    23" Speptre HDMI 75Hz
    Screen Resolution
    1920x1080
    Hard Drives
    Samsung 970 EVO 500GB NVMe
    Mouse
    Logitek M185
    Keyboard
    Logitek K270
    Browser
    Firefox, Edge and Edge Canary
    Antivirus
    Windows Defender
Richard-
I had a similar issue with my HP Envy5660 wherein I could print but not scan nor get the HP Printer Assistant to communicate with my printer
My printer is connected to the desktop via USB.
Here's what I did after, like you, spending far too much time with HP tech's trying to get things to work.
1. Printer ON
2. Turn on WIRELESS via the printer's panel (you have this set already)
3. open FILE EXPLORER on the PC
4. bug on NETWORK
5. your printer and scanner will be shown
6. Bug on SCANNER
7. Bug on WEBSAN and insure you allow sharing your printer on the network
DONE
When you want to scan simply open NETWORK via FILE EXPLORER and bug on your scanner--
you're now connected to the scanner via the HP EWS(Embeded Web Server)
As a plus you have available the tools HP offers for printer maintenance, etc, at the Home page via the PRINT QUALITY TOOLBOX so NO need to use the HP Printer Assistant.
Hope this works for you.
PS- I turn off the wireless when I'm done scanning.
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My Computer

System One

  • OS
    WIN11 HOME Version 23H2
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    PC/Desktop
    Manufacturer/Model
    DELL XPS 8940
    CPU
    11th Gen Intel(R) Core(TM) i7-11700 @ 2.50GHz 2.50 GH
    Motherboard
    Dell OE
    Memory
    32GB
    Graphics Card(s)
    NVIDIA GeForce GTX 1650 SUPER
    Sound Card
    Realtek Audio (on board)
    Monitor(s) Displays
    (2) DELL 2007FP
    Screen Resolution
    1600 X 1200
    Hard Drives
    C: (OS and APPS) 512GB SSD
    D: (data) 1TB SATA
    PSU
    360W
    Case
    DELL OE
    Cooling
    Noctua NF-A9 PWM 92mm case fan and NH-D9L CPU Cooler with 92mm fan
    Keyboard
    Dell
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    Logitech M705
    Internet Speed
    500Mbps DWN 120Mbps UP
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    EDGE-- once in a while will use FIREFOX
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    MS
    Other Info
    The case fan and CPU cooler were after purchase upgrades...the i7 cpu runs hot and the OE solution can best be described as marginal when CPU intensive apps are used.
    ALSO added a VRM and SSD passive heatsinks.
Interesting. I'll give that a try but "bug"? Not sure what that's an acronym for! LOL
 

My Computer

System One

  • OS
    Windows 11
    Computer type
    PC/Desktop
    Manufacturer/Model
    CyberPower PC
    CPU
    RYZEN 7 5700G 3.8GHz
    Motherboard
    GIGABYTE B550 UD AC
    Memory
    ADATA 8GB DDR4-3200 XPG Z1 4
    Graphics Card(s)
    GIGABYTE GEFORCE RTX 3060 GAMING OC 12GB GDDR6 REV 2.1
    Sound Card
    HIGH DEFINITION ON-BOARD 7.1 AUDIO
    Monitor(s) Displays
    M1-Samsung Smart TV, M2- ViewSonic
    Screen Resolution
    M1-1920X1080 - M2-1920X1080
    Hard Drives
    1 Tb SSd (main Windows) 1 SSd external drives and two internal SATA HD's
    PSU
    APEVIA 800WATT GOLD 80 PLUS POWER SUPPLY
    Case
    In-Win G7 w/ USB 3.0, EZ Swap HDD Dock
    Cooling
    Liquid
    Keyboard
    Perixx PERIBOARD-331 Wired Backlit USB Keyboard
    Mouse
    Logitech MX Ergo Wireless Trackball Mouse
    Internet Speed
    WAVE, highest tier so FAST enough
    Browser
    Opera
    Antivirus
    MS
I guess I'm showing my age----bug=right or left-click ....
 

My Computer

System One

  • OS
    WIN11 HOME Version 23H2
    Computer type
    PC/Desktop
    Manufacturer/Model
    DELL XPS 8940
    CPU
    11th Gen Intel(R) Core(TM) i7-11700 @ 2.50GHz 2.50 GH
    Motherboard
    Dell OE
    Memory
    32GB
    Graphics Card(s)
    NVIDIA GeForce GTX 1650 SUPER
    Sound Card
    Realtek Audio (on board)
    Monitor(s) Displays
    (2) DELL 2007FP
    Screen Resolution
    1600 X 1200
    Hard Drives
    C: (OS and APPS) 512GB SSD
    D: (data) 1TB SATA
    PSU
    360W
    Case
    DELL OE
    Cooling
    Noctua NF-A9 PWM 92mm case fan and NH-D9L CPU Cooler with 92mm fan
    Keyboard
    Dell
    Mouse
    Logitech M705
    Internet Speed
    500Mbps DWN 120Mbps UP
    Browser
    EDGE-- once in a while will use FIREFOX
    Antivirus
    MS
    Other Info
    The case fan and CPU cooler were after purchase upgrades...the i7 cpu runs hot and the OE solution can best be described as marginal when CPU intensive apps are used.
    ALSO added a VRM and SSD passive heatsinks.
I have a HP envy wireless printer that connects to all my devices using a app called hp smart through my wifi internet connection.
 

My Computers

System One System Two

  • OS
    Windows 11
    Computer type
    Laptop
    Manufacturer/Model
    HP 17- Ca1065cl
    CPU
    Ryzen5 3500U
    Memory
    12GB
    Graphics Card(s)
    AMD Radeon Vega
    Screen Resolution
    1600 x 900
    Hard Drives
    1TB
    Case
    HP LAPTOP
    Keyboard
    HP LAPTOP
    Mouse
    ELAN TOUCHPAD AND IHOME WIRELESS AND LOGICTECH CORDED
    Internet Speed
    CHARTER SPECTRUM
    Browser
    MICROSOFT EDGE
    Antivirus
    NORTON 360
  • Operating System
    Windows 11
    Computer type
    PC/Desktop
    Manufacturer/Model
    DELL Inspiron 5400 AIO
    CPU
    11th Gen Intel(R) Core(TM) i7-1165G7 @ 2.80GHz 2.80 GHz
    Memory
    16gb
    Graphics card(s)
    Nvidia MX330
    Monitor(s) Displays
    23.8 touch screen
    Hard Drives
    1TB PLUS SSD 256GB
    Case
    DELL AIO
    Mouse
    DELL WIRELESS
    Keyboard
    DELL WIRELESS
    Internet Speed
    CHARTER SPECTRUM
    Browser
    MICROSOFT EDGE
    Antivirus
    NORTON 360
Hi Atomic... so this is an app for your phone or a Windows Store app? I think I tried the Windows store app and that was the same as the HP Doctor application you can download directly from HP!
 

My Computer

System One

  • OS
    Windows 11
    Computer type
    PC/Desktop
    Manufacturer/Model
    CyberPower PC
    CPU
    RYZEN 7 5700G 3.8GHz
    Motherboard
    GIGABYTE B550 UD AC
    Memory
    ADATA 8GB DDR4-3200 XPG Z1 4
    Graphics Card(s)
    GIGABYTE GEFORCE RTX 3060 GAMING OC 12GB GDDR6 REV 2.1
    Sound Card
    HIGH DEFINITION ON-BOARD 7.1 AUDIO
    Monitor(s) Displays
    M1-Samsung Smart TV, M2- ViewSonic
    Screen Resolution
    M1-1920X1080 - M2-1920X1080
    Hard Drives
    1 Tb SSd (main Windows) 1 SSd external drives and two internal SATA HD's
    PSU
    APEVIA 800WATT GOLD 80 PLUS POWER SUPPLY
    Case
    In-Win G7 w/ USB 3.0, EZ Swap HDD Dock
    Cooling
    Liquid
    Keyboard
    Perixx PERIBOARD-331 Wired Backlit USB Keyboard
    Mouse
    Logitech MX Ergo Wireless Trackball Mouse
    Internet Speed
    WAVE, highest tier so FAST enough
    Browser
    Opera
    Antivirus
    MS
Not tested it Lou but got it set up. My computer turns off WiFi by default after a reboot and they do have a an option for the security protocol that's pretty good and if HP doesn't have good security they don't deserve to be in business. LOL
 

My Computer

System One

  • OS
    Windows 11
    Computer type
    PC/Desktop
    Manufacturer/Model
    CyberPower PC
    CPU
    RYZEN 7 5700G 3.8GHz
    Motherboard
    GIGABYTE B550 UD AC
    Memory
    ADATA 8GB DDR4-3200 XPG Z1 4
    Graphics Card(s)
    GIGABYTE GEFORCE RTX 3060 GAMING OC 12GB GDDR6 REV 2.1
    Sound Card
    HIGH DEFINITION ON-BOARD 7.1 AUDIO
    Monitor(s) Displays
    M1-Samsung Smart TV, M2- ViewSonic
    Screen Resolution
    M1-1920X1080 - M2-1920X1080
    Hard Drives
    1 Tb SSd (main Windows) 1 SSd external drives and two internal SATA HD's
    PSU
    APEVIA 800WATT GOLD 80 PLUS POWER SUPPLY
    Case
    In-Win G7 w/ USB 3.0, EZ Swap HDD Dock
    Cooling
    Liquid
    Keyboard
    Perixx PERIBOARD-331 Wired Backlit USB Keyboard
    Mouse
    Logitech MX Ergo Wireless Trackball Mouse
    Internet Speed
    WAVE, highest tier so FAST enough
    Browser
    Opera
    Antivirus
    MS
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