Printed Test Page Works Fine but Normal Documents Won't Print (HP Printer Issue)

[Tahlia_Edouard]

Hi everyone,
I’m facing a strange issue with my HP printer. When I try to print any normal PDF, Word file, or webpage, the printer doesn’t print anything. But when I print a test page, it prints perfectly.

To double-check, I used an online tool to print different patterns and color blocks.

All the test pages print without any problem, which means the hardware seems fine.

My issue:

• Printer prints test pages (Windows + online test pages)

• But refuses to print regular documents

• No error message, the job just disappears from the queue

• Drivers are already reinstalled

• Tried switching connection (USB/WiFi)

Has anyone experienced this before?
Is it a driver, spooler, or settings issue?
Any suggestions on how to fix it?

Thanks in advance!

[Hawks_Eye · Accepted solution]

Hi @Tahlia_Edouard 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand how confusing it feels when the printer handles test pages flawlessly but refuses to print your everyday documents. Since the hardware is clearly responding well, the issue is most likely tied to the Windows print environment or driver communication. 

Let’s go through a structured set of steps to bring back smooth printing:

Check Default Printer Setting

• Open Control Panel > Devices and Printers.
• Ensure your HP printer is set as the default printer.
• If another device (like “Microsoft Print to PDF”) is set as default, jobs may vanish from the queue.

Clear Print Queue and Restart Spooler Service

• Press Windows + R, type services.msc, and press Enter.
• Locate “Print Spooler,” right‑click, and select “Restart.”
• This refreshes the Windows print pipeline and clears any stuck jobs.

Run HP Diagnose & Fix Tool

• Download and run the Diagnose & Fix utility from HP’s support site:
  HP Diagnose & Fix – Printer Troubleshooting
• This tool automatically checks for driver conflicts, spooler issues, and connectivity problems.

Reinstall Printer Using HP App

• Remove the printer from Devices and Printers.
• Install the HP App from the Microsoft Store.
• Add the printer again through the HP App, choosing the correct connection (USB or Wi‑Fi).
• This ensures the driver and communication layer are aligned.

Test with Different Applications

• Try printing from Notepad or WordPad.
• If these work but PDFs or web pages don’t, the issue may be with the application’s print settings.
• Update Adobe Reader or browser software if needed.

Firmware and Driver Update

• Visit HP’s driver page for your printer model:
  HP Customer Support – Software and Driver Downloads
• Enter your printer’s product number and install the latest firmware and full feature driver package.

These steps should restore normal printing for documents while keeping the test page functionality intact.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye