Useless robo-support - jobs not appearing in Print queue

[chezjim]

The "Virtual Support" is virtually useless. After crawling through irrelevant follow-up questions, I gave up.

Basically, even after doing a Windows 10 update, the print queue appears but does not show the jobs. I can still print, but that's a problem when I'm trying to cancel a job.

This has only happened recently. Can't say how recently, since I hardly use my printer, but probably since March. And the robot doesn't understand the issue at all.

[Dragon-Fur]

@chezjim 

Edits - Removed part of the content - not relevant to the eventual solution

The Virtual Agent does not have any idea what to do with this. 

If the print queue is broken or in distress, you would not normally be able to print.

That said, some, part, or none of the following may help...

What to do?

First, try this version of the doctor:

HPPSdr.exe

Information / version file

HPPSdr.xml

[Content Removed]

Reference / Instructions

 Print Job Stuck in Queue - Scroll down to Additional Troubleshooting

[Content Removed]

Reference and Resources – (More) Places to find help, solve problems, and learn how to use your Printer

Printer Homepage – “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, User Guides / Manuals, Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP OfficeJet Pro 6978 All-in-One Printer

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We are a world community of volunteers dedicated to supporting HP technology

[chezjim]

OK, so it looks like it's fixed, though I'm not sure at what step.

I did everything above with no results. But meanwhile I had been confused that I didn't see my printer under Printers and Devices for Settings, only the Fax version. I ended up re-installing a driver with ALMOST the same name, but PCL after it.

Long story short, running the Doctor showed me TWO printers. So I dumped the more recent one. Leaving me with NO entry for the printer under Settings. Only, it seems the print queue gets ported over to HP's app, and the one under Settings disappears (which I didn't know). And the one under the app works. I think.

Thanks for your help.
jC

[Dragon-Fur]

@chezjim 

You are welcome - I am glad it is sorted.

Stay Safe.

Thank you for participating in our HP Community .

We are a world community of volunteers dedicated to supporting HP technology.