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skteacher
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Printer printing same sheet but not in the queue

HP Recommended
OfficeJet 5740
Microsoft Windows 10 (32-bit)

Our printer has no error message on it.  Each time we send something to print, it prints an old document that was never even printed on the computer.  It prints and looks like normal but it is this same document even though it is not in an queue.  Any ideas on how to fix this?

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Kumar0307
HP Support Agent
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Message 2 of 4
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Hi @skteacher

Welcome to the HP Support Community. I'd be happy to assist you. Let us try these steps to resolve this issue:

 

Reset the printer

  1. With the printer turned on, disconnect the power cord from the rear of the printer.
  2. Wait at least 60 seconds.
  3. Reconnect the power cord to the rear of the printer.
  4. Turn ON the printer, if it does not automatically turn on.
  5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

 

Update the printer firmware

Click here to download and install the latest firmware from your computer.

Click here to know different methods of updating printer firmware.

 

Run HP Print and Scan Doctor to diagnose and fix any driver issue

Click here to download the file. Once downloaded, make sure to run the file to start the installation and click on 'Fix printing'.

If the issue persists, proceed to the next step.

 

On the PC, open Control panel > Devices and printers > Choose your printer > Right-click to open 'See what's printing', delete all the pending print jobs if any.

 

Restart the PC and the printer.

Try printing.

 

Hope this helps! Keep me posted. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

KUMAR0307
I am an HP Employee

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skteacher
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Hi! Thank you but this did not work.  I did all the steps and all was up to date.  I've run the Fix Doctor too and when it gets to test print it won't print a sheet and when i hit "no sheet" and next nothing happens.  There are also no documents in the print spool which is why it is so weird this is happening.  Any other ideas?

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Kumar0307
HP Support Agent
HP Support Agent
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@skteacher, that's unfortunate. In this case, we will have to perform a factory reset on the printer that may resolve this issue.

  • The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
  • I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.
  • In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Keep me posted.

KUMAR0307
I am an HP Employee

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