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Honor Student
Posts: 4
Member Since: ‎03-20-2017
Message 1 of 6 (90 Views)

Documents disappear from print queue

Product Name: HPJ6400
Operating System: Microsoft Windows 10 (64-bit)

Our printer was working fine--both USB connected and wireless. All of a sudden we weren't able to print with either connection.  The HP Print and Scan doctor couldn't locate a problem.  I ordered a new USB cable, as one article said this can go bad (though I didn't understand how).  No change.   Even after uninstalling and reinstalling the software several times, the printers show (both USB and wireless ) and say Ready, but the document disappears from the queue.   I've checked permissions, etc. but nothing solves the problem.  I can scan but not print from our desktop computer.  I can print wirelessly from my laptop, but nothing seems to indicate what the problem could be. 

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Dean
Posts: 8,202
Member Since: ‎01-11-2011
Message 2 of 6 (67 Views)

Re: Documents disappear from print queue

Hi,

Thanks for using the HP Forums.

 

Can you ensure that your Win 10 OS is up to date with the latest updates?

 

After that, please try this self help document:


http://support.hp.com/us-en/document/c04372450

Thanks.

Please click “Kudos Thumbs up” as an encouragement and “Accept as solution” if this has helped solved your problem.

Although I am an HP Employee, I am speaking for myself and not for HP.
Honor Student
Posts: 4
Member Since: ‎03-20-2017
Message 3 of 6 (54 Views)

Re: Documents disappear from print queue

I tried all these steps before I wrote in.  Still not fixed.

Dean
Posts: 8,202
Member Since: ‎01-11-2011
Message 4 of 6 (51 Views)

Re: Documents disappear from print queue

Hi,

 

Can try to Uninstall and Reinstall the FULL feature software following these steps:

1. Uninstall the software in your computer
2. Download and save the FULL feature software (do not install it online)

 

The following resource will help you :

http://123.hp.com/us/en/

Key in your printer model, Operating System and download & install the FULL feature software.


3. Install the FULL feature “Saved” software

Once you have downloaded and installed the FULL feature software, you will be able to print and scan.

If you are not sure how to do this, the following resource will walk you through the steps:

How to Uninstall Download & Reinstall a Printer software


Hope that helps!

Please click “Kudos Thumbs up” as an encouragement and “Accept as solution” if this has helped solved your problem.

Although I am an HP Employee, I am speaking for myself and not for HP.
Honor Student
Posts: 4
Member Since: ‎03-20-2017
Message 5 of 6 (45 Views)

Re: Documents disappear from print queue

I will try this although I have already done this twice.

Honor Student
Posts: 4
Member Since: ‎03-20-2017
Message 6 of 6 (35 Views)

Re: Documents disappear from print queue

Nope. Uninstalled and reinstalled.  Shows wireless printer is connected but still will not print although the printer shows Ready and document disappears dfrom queue/

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation