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Honor Student
Posts: 3
Member Since: ‎03-15-2017
Message 1 of 6 (126 Views)

LaserJet Pro M252dw won't print documents greater than 2 pages

Product Name: LaserJet Pro M252dw
Operating System: Microsoft Windows 10 (64-bit)

HP Color LaserJet Pro M252dw will not print documents greater than 2 pages in length. It will print the Windows Printer Test Page, the HP Print Doctor Test Page, 1 and 2 page word and PDF documents, and 1 page outlook emails. It will not print any document over 2 pages long. The job will spool quickly, state that it is printing in the print job queue and then state printed, but it has not printed. I uninstalled all HP software and drivers, rebooted, and resinstalled the HP software/drivers. But, the problem persists. PDFs printed through Adobe, Word documents and Google docs over 2 pages all do the same thing.  Docs under two pages will print almost immediately.  Over two pages will spool and then status will read printed, but printer never prints. 

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HP Support Agent
Posts: 3,850
Member Since: ‎08-10-2016
Message 2 of 6 (97 Views)

Re: LaserJet Pro M252dw won't print documents greater than 2 pages

[ Edited ]

Hi @Jeliasca,

 

Thanks for stopping by the HP forums. A Good day to you. Smiley Happy I understand that you have printing issues with the HP LaserJet printer. It will be a delight to assist you.

Fabulous troubleshooting and splendid diagnosis of the issue before posting. Kudos to you on that score. Smiley Happy We greatly value your business with HP. I also take it as a privilege to share this platform with you.

TO assist you better I would require more information regarding this.

  • When did this first begin?
  • Did it happen after a windows or software update?
  • Did you update the printer’s firmware?

For starters, please try these steps to eliminate hardware issues with the printer.

Please perform a hard reset on the printer first from this link: http://support.hp.com/us-en/product/HP-Color-LaserJet-Pro-M252-series/7089938/model/7089942/document...  Please follow steps only.

Please make a few copies directly from the printer without any communication from the computer. Use the same document that you are trying to print.

If the printer fails to copy correctly and stops in-between, then please contact HP phone support to get the printer replaced as it is a hardware issue with the printer.

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

If it copies fine then please follow all the prescribed steps from this document from this link: http://support.hp.com/us-en/product/HP-Color-LaserJet-Pro-M252-series/7089938/model/7089942/document...  Do not uninstall or reinstall the printer software from this link.

Uninstall the printer software using these steps:

  • In Windows, search for and open Programs and Features.
  • Select your HP printer.
  • Select Uninstall.
  • In Windows, search for and open Devices and Printers.
  • In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
  • Open up the run command with the "Windows Key + R" key combo.
  • Type printui.exe /s and click OK.
  • Click on Drivers tab.
  • Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
  • Select OK.
  • Remove all instances of the same.

Then reinstall the printer software from this link: http://support.hp.com/us-en/drivers/selfservice/HP-Color-LaserJet-Pro-M252-series/7089938/model/7089... please select the operating system and do it. Also, update the printer firmware. This should do the trick for you.

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Smiley Happy  Please reach out for any issues and I'll be there to assist you. Smiley Happy

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. Smiley Happy

Take care now and have a splendid week ahead. Smiley Happy

 

 

DavidSMP
I am an HP Employee

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

Honor Student
Posts: 3
Member Since: ‎03-15-2017
Message 3 of 6 (75 Views)

Re: LaserJet Pro M252dw won't print documents greater than 2 pages

David,

 

Thank you. In response to your questions, the problem began approximately 4 days before posting to the forum.  There was no widows or software update that I recall happening prior to this other than unlocking Adobe Acrobat DC (SaaS version).  I did not update the printer firmware prior to the problem. I am assuming that the firmware updated after I started the troubleshooting and followed instructions to reinstall the software. 

 

As per your instructions, this model is solely a printer, so I cannot "make copies directly from the printer without any communication from the computer".  This model does not have a scanner. I otherwise followed your instructions and still the same problem.  I can print documents that are only 2 pages in length. I have since discovered that I cannot print envelopes either.  I also cannot print the first two pages of a document over 2 pages in length or even the first page. This is true for word documets, PDFs, email and google docs.

HP Support Agent
Posts: 2,775
Member Since: ‎10-13-2016
Message 4 of 6 (60 Views)

Re: LaserJet Pro M252dw won't print documents greater than 2 pages

@Jeliasca

 

Thanks for the reply.

I appreciate your time and effort.

I understand the situation well.

 

  • Uninstall and reinstall the printer driver.
  • Update the printer firmware.
  • Run HP print and scan doctor.

Click here and follow steps 3,4 and 5 in the document.

 

Let me know how it goes.

 

I hope it helps and if you feel I have answered your question and concerns,

Please mark this post as a solution accepted and Kudos would also be appreciated.

 

Cheers.

sandytechy20
I am an HP Employee

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

Honor Student
Posts: 3
Member Since: ‎03-15-2017
Message 5 of 6 (51 Views)

Re: LaserJet Pro M252dw won't print documents greater than 2 pages

It did not work. Please note the printer spooler shows job completed, not paused or in queue. Also when reinstalling the printer software over wireless network I keep getting the error message that a proxy server is needed. This is not applicable. 

HP Support Agent
Posts: 2,775
Member Since: ‎10-13-2016
Message 6 of 6 (41 Views)

Re: LaserJet Pro M252dw won't print documents greater than 2 pages

@Jeliasca

 

Thanks for the reply.

I appreciate your time and effort.

I understand the situation well.

 

Please delete the printer from the computer and re-add the printer.

Click here follow the document to add the printer with the built-in driver.

 

This should fix the issue.

Let me know how it goes.

 

If the issue is resolved and you appreciate my help,

Please click the "Accept as Solution" button and the "Thumbs Up".

Let me know how you make out.

 

Cheers!

sandytechy20
I am an HP Employee

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

† 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