HP Envy 7640 won't stop printing the same document repeatedly, which is no longer in the print queue

[cbg4d]

My HP Envy 7640 keeps printing the same document over and over, even though that document does not appear in its print queue. I keep canceling the print job each time, but then it starts up again in a few minutes.

[Nal_NR · Accepted solution]

Hi @cbg4d,

Welcome to the HP Support Community. 

I'd be glad to help you! 

It sounds like your HP Envy 7640 printer is stuck in a print loop, repeatedly printing the same document even though it doesn't appear in the print queue. This issue can occur due to various reasons, including a corrupted print job, software glitches, or printer memory issues. Here are some steps you can take to troubleshoot and resolve this problem:

Cancel All Print Jobs:

• Open the Devices and Printers window on your computer.
• Right-click on your HP Envy 7640 printer and select See what's printing.
• Click on Printer in the menu bar and select Cancel All Documents to clear any pending jobs, even if they don’t appear immediately.

Restart Print Spooler Service:

• Stop the Print Spooler:
  • Press Win + R to open the Run dialog, type services.msc, and press Enter.
  • Scroll down and find Print Spooler, right-click on it, and select Stop.
• Clear Spooler Files:
  • Navigate to C:\Windows\System32\spool\PRINTERS (you might need admin rights).
  • Delete all files in this folder to clear any stuck print jobs.
• Restart the Print Spooler:
  • Go back to the Services window, right-click on Print Spooler, and select Start.

Power Cycle the Printer:

• Turn off your HP Envy 7640 and unplug it from the power source.
• Wait for about 60 seconds.
• Plug the printer back in and turn it on. This can clear the printer's internal memory and reset its state.

Update Printer Firmware and Drivers:

• Ensure that your printer firmware and drivers are up to date. Visit the HP Support website to download and install any available updates for your printer model.

Check for Stuck Print Jobs from Other Devices:

• Ensure no other devices (like a second computer or mobile device) are connected to the printer and sending the repeated print job. Disconnect or check the print queues on all connected devices.

Please find the remaining steps in the next post.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @cbg4d ,

Please find the remaining steps below. 

Reinstall the Printer:

• Remove the Printer:
  • Go to Devices and Printers, right-click on the HP Envy 7640, and select Remove device.
• Reinstall the Printer:
  • Add the printer back by clicking Add a printer in the Devices and Printers window, and follow the instructions to reinstall it.

Disable 'Keep Printed Documents' Setting:

• On your printer settings page, ensure that the "Keep Printed Documents" option is unchecked. This setting can sometimes cause jobs to reprint unintentionally.

Check HP Smart App or Any Print Apps:

• If you use the HP Smart app or other print management apps, make sure there are no pending or repeated print jobs set up to reprint.

if Problem Persists

• Reset the Printer to Factory Defaults:

I will share the steps in the next post.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @cbg4d ,

Factory Reset for HP Envy 7640

Power On the Printer:

• Ensure your printer is turned on. If it's already on, proceed to the next step.

Access the Printer’s Control Panel:

• On the printer’s touchscreen control panel, tap on the Setup icon (which looks like a gear).

Navigate to Printer Maintenance:

• Scroll through the menu options and select Printer Maintenance or Tools, depending on your printer’s firmware version.

Select Restore Factory Defaults:

• Look for an option called Restore Factory Defaults or Restore Settings.
• If prompted to confirm the reset, tap Yes or OK.

Restart the Printer:

• After the reset is complete, the printer will automatically restart, or you may need to manually power it off and back on.

If you cannot find the factory reset option via the touchscreen menu, you can try the following alternative method:

Reset Using Hidden Service Menu:

• Open the Hidden Menu: On the printer’s control panel, swipe down from the top of the screen to open the dashboard, and then swipe left to access more settings.
• Press and Hold: Press and hold the Help button (usually a "?" icon) until the hidden service menu appears.
• Access the Reset Menu: Look for Service Menu, then select Restore Defaults or similar.

Perform a Hard Reset:

• Turn off the printer and unplug the power cord from the back of the printer and from the wall outlet.
• Wait 60 seconds, plug the printer back in, and turn it on.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[cbg4d]

Thank you. That was very helpful. It turned out the print queue  on someone else's computer was also trying to print to my printer, and once I discovered that I was able to delete the job from that person's print queue.