Printer works but won't print

[Andy446]

Printer: HP OfficeJet Pro 9010 Series printer 

My printer just won't print and I don't know why. It's a wireless connection printer and has always worked fine up until now. The connection works but it won't print. The ink levels are fine and there seems to be no paper jam. Whenever I try printing I hear an odd noise I hadn't heard before that sounds like the keys going but no paper coming through. I feel like I can fix whatever is going on but just need to know what the issue is. 

[A_Gayathri]

Hi @Andy446,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand the issue with your HP OfficeJet Pro 9010 may be related to a hardware or software glitch, particularly since you hear a noise but no paper comes through. 

Here are some steps you can follow to troubleshoot the problem:

1. Check for Paper Jams:

Even though you mentioned there is no visible paper jam, it's still worth double-checking:

• Open the printer's access doors and look for any small pieces of paper or debris.
• Check the rear paper feed and output tray for anything that might block paper movement.

2. Restart Printer and Router:

• Turn off your printer and router.
• Wait for about 60 seconds, then turn them back on.
• Sometimes, this can reset the connection and clear communication errors.

3. Reset Printer Settings:

• Reset your printer to default network settings and reconnect it to your Wi-Fi network.
  • Go to the Setup menu on the printer's control panel.
  • Select Network Settings, then choose Restore Network Settings.
• Reconnect to the Wi-Fi by following the setup steps on the printer.

4. Check Print Queue on macOS:

• Sometimes, the print queue might be stuck with an old job.
• Go to System Preferences > Printers & Scanners.
• Select your HP printer and click Open Print Queue.
• Cancel any stuck print jobs and try printing again.

5. Check for Driver Issues:

• Go to the HP website and ensure that you have the latest driver installed for your printer model, compatible with macOS Catalina.
• Uninstall and reinstall the printer drivers:
  • In System Preferences > Printers & Scanners, select your printer and remove it by clicking the minus (-) button.
  • Reinstall the printer by clicking the plus (+) button and adding it back, making sure it’s using the correct driver.

6. Print Diagnostics Page:

• Use the printer’s control panel to print a Printer Status Report or Diagnostics Page.
• This can help identify any hidden errors the printer is facing, like a hardware issue.

7. Run the HP Smart App:

• Download the HP Smart app for macOS if you don't have it already.
• Use the app to run a diagnostic on the printer, as it can automatically identify and troubleshoot issues.

8. Check for Firmware Update: Update the firmware on an HP printer

• It's possible that a firmware update might resolve the issue.
• Go to the printer's Settings > Printer Maintenance > Update Printer, and ensure your firmware is up to date.

9. Test Printing in Safe Mode:

• Boot your Mac in Safe Mode (hold Shift during startup) and try printing a document.
• If it works, there may be a conflicting app or printer-related software issue on macOS that's causing the problem.

Refer to this document: HP OfficeJet Pro 9010 All-in-One Printer series User manual 

I hope this helps. 

Take care and have a good day.

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

[A_Gayathri]

Hi @Andy446,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand the issue with your HP OfficeJet Pro 9010 may be related to a hardware or software glitch, particularly since you hear a noise but no paper comes through. 

Here are some steps you can follow to troubleshoot the problem:

1. Check for Paper Jams:

Even though you mentioned there is no visible paper jam, it's still worth double-checking:

• Open the printer's access doors and look for any small pieces of paper or debris.
• Check the rear paper feed and output tray for anything that might block paper movement.

2. Restart Printer and Router:

• Turn off your printer and router.
• Wait for about 60 seconds, then turn them back on.
• Sometimes, this can reset the connection and clear communication errors.

 

[A_Gayathri]

3. Reset Printer Settings:

• Reset your printer to default network settings and reconnect it to your Wi-Fi network.
  • Go to the Setup menu on the printer's control panel.
  • Select Network Settings, then choose Restore Network Settings.
• Reconnect to the Wi-Fi by following the setup steps on the printer.

4. Check Print Queue on macOS:

• Sometimes, the print queue might be stuck with an old job.
• Go to System Preferences > Printers & Scanners.
• Select your HP printer and click Open Print Queue.
• Cancel any stuck print jobs and try printing again.

5. Check for Driver Issues:

• Go to the HP website and ensure that you have the latest driver installed for your printer model, compatible with macOS Catalina.
• Uninstall and reinstall the printer drivers:
  • In System Preferences > Printers & Scanners, select your printer and remove it by clicking the minus (-) button.
  • Reinstall the printer by clicking the plus (+) button and adding it back, making sure it’s using the correct driver.

6. Print Diagnostics Page:

• Use the printer’s control panel to print a Printer Status Report or Diagnostics Page.
• This can help identify any hidden errors the printer is facing, like a hardware issue.

7. Run the HP Smart App:

• Download the HP Smart app for macOS if you don't have it already.
• Use the app to run a diagnostic on the printer, as it can automatically identify and troubleshoot issues.

8. Check for Firmware Update: Update the firmware on an HP printer

• It's possible that a firmware update might resolve the issue.
• Go to the printer's Settings > Printer Maintenance > Update Printer, and ensure your firmware is up to date.

9. Test Printing in Safe Mode:

• Boot your Mac in Safe Mode (hold Shift during startup) and try printing a document.
• If it works, there may be a conflicting app or printer-related software issue on macOS that's causing the problem.

Refer to this document: HP OfficeJet Pro 9010 All-in-One Printer series User manual 

I hope this helps. 

Take care and have a good day.

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