HP 8710 begins printing but stops

[srodar]

I have a customer with an HP 8710 All in One printer. It was working OK till a few days ago. The two home users access it via it's wireless connection. The symptom exhibited, on both computers, is that when a print job is sent to the printer the printer makes the sound it normally makes when a page is about to be printed but then it stops. The job remains in the queue and either says "printing" or "error". The job can be cancelled in the queue with no problems.

We have done hard resets several times with no improvement. It is plugged into the wall and not a surge protector.  I am able to connect to the printer using it's IP address through a web browser. All the functions, ink, etc seem OK and we can print a Status Page using the web app with no issues. Going back to the OS or any program we cannot print a test page or a page from any programs without the printer pausing before actually printing the page. The ink cartridges are genuine HP and the heads are not stuck. We have removed and reinstalled the printer. The HP software opens up as normal with all the choices to print, scan, etc. The printer is about a year old and the web app reports it has printed 5547 pages.

This is somewhat confusing since the Status Page can be printed with no problem from the web app indicating the printer is functioning but it fails from either of the connected computers to print any actual documents or test pages. Any help would be appreciated.

[Betty0610]

@srodar

Welcome to the HP Support Community.

Let's restore the network settings on the Printer: 1. From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, and then touch ( Setup ). 2. Touch Network Setup. 3. Touch Restore Network Settings. A message appears stating that the network defaults will be restored. 4. Touch Yes. 5. Print the network configuration page and verify that the network settings have been reset.

If the issue persists, try these steps:

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

[srodar]

Thank you Betty. I had been trying to fix this with a remote log-in and didn't want to go onsite with COVID and all. So I had the customer remove the cartridges to check for leaks or damage and they then told me that the cartridges were not HP. They had been using refilled cartridges for a while with no issues but this time the cartridges were preventing anything but a Status Page from printing.

They obtained some HP cartridges and the printer resumed working. I suspect that a recent update must have rendered their previously usable cartridges as unusable.

Thanks again for the help.

[Betty0610]

I'm glad to hear that and you're most welcome. Do get back to us in the future for further assistance.

Have a nice day!:)