HP OfficeJet Pro 6970 print jobs stuck in print queue on Win 10

[rolutola]

There is no error message with this problem.

when I print from an application such as Word, Excel, even a test print, it goes into the print queue. Then it repeatedly restarts but does not print. the printer makes sounds like it's trying to print but it does not.

It goes quiet for few seconds but starts the process all over again.

I have reinstalled the latest software several times with the same outcome.

I have run a diagnostic test and the result is clear.

It successfully prints a internal test page.

This problem only happens on Windows 10 computers of which I have 5, all behaving the same.

I can only print successfully on Windows 7 computer.

[The_Fossette]

Hi @rolutola,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that the print jobs are getting stuck in the print queue.

Don’t worry, I assure you I will try my best to get this sorted.

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the printer was working fine?
• Have you made any software or hardware changes on the computer?

Meanwhile, I recommend you follow the below steps and check if it helps.

1: While powered on, remove the power cord & connect after 30 seconds

2: Try plugging into a wall outlet directly without the surge protector.

3: Check if the scanner bar moves when you open the lid & press the copy button.

If the issue persists, follow the steps in the below article.

http://hp.care/2zh44Sj

Let me know how it goes and you have a great day!

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.

Take care.

Cheers!

[rolutola]

Thanks the_fossette,

In response to your questions,

1. I have never printed successfully on this printer from a computer running Windows 10.

2. I have not made any changes to my computers.

As I said this is happening when I print from any of my Windows 10 computers. However, I can print from a Windows 7 computer.

Everything else works well on this printer. I scan successfully from ALL computers using either Windows 10 or Windows 7.

Because of the above behaviour, I believe this is a software(driver) issue rather than computer or even printer.

I will try and follow the link you suggested.

Regards,

Richard

---

@The_Fossette wrote:

Hi @rolutola,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that the print jobs are getting stuck in the print queue.

Don’t worry, I assure you I will try my best to get this sorted.

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the printer was working fine?
• Have you made any software or hardware changes on the computer?

Meanwhile, I recommend you follow the below steps and check if it helps.

1: While powered on, remove the power cord & connect after 30 seconds

2: Try plugging into a wall outlet directly without the surge protector.

3: Check if the scanner bar moves when you open the lid & press the copy button.

If the issue persists, follow the steps in the below article.

http://hp.care/2zh44Sj

Let me know how it goes and you have a great day!

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.

Take care.

Cheers!

---

[rolutola]

I have checked the link you recommended. That solution is for prints stuck in the queue and CANNOT be deleted. This is not the same as my problem. I CAN delete my print queue.

My problem is that the print job repeatedly 'restarts' while in the queue but never actually prints. The printer makes noises like it is preparing to print but it never actually prints.

Here is a summary of my situation:

1. I CANNOT print from Windows 10

2. I CAN prin from Windows 7

3. I CAN scan and do everything else from Windows 10 apart from print

4. Print job remain in print queue and repeatedly 'restarts'

Thanks

[The_Fossette]

Hi @rolutola,

Thank you for the detailed information.

Let's try the below steps.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Restart the PC

14.) Download and install the printer software from the below link.

http://hp.care/2nikIQ9

15.) Connect the USB cable ONLY when prompted and follow the on screen instructions.

Let me know how it goes and you have a great day!

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.

Take care.

Cheers!

[rolutola]

Unfortunately this hasn't made a difference to my peculiar problem.

what could possibly be wrong with this printer/driver/Windows 10 combination?

richard.

[DavidSMP]

Hi @rolutola,

I have reviewed the case. Brilliant effort, splendid troubleshooting skills coupled with infinite patience were displayed by you to try and resolve the issue. Kudos to you for a job well done. 🙂 As @The_Fossette is out of office for the day, I am taking over from here.

As uninstalling and reinstalling the printer drivers have not helped, I would request you perform a Microsoft push-button reset from this link: http://hp.care/2g0Tjzs; after backing up all your files.

• Then download the full feature printer software from this link: http://hp.care/2C6Rdbk and install it on the computer after selecting the correct operating system.
• Connect the printer to your computer only when the setup prompts for the printer.
• This should fix the issue.
• If this does not do the trick, please download the Windows Built-in drivers by following instructions from this link: http://hp.care/2o3acvH
• This will resolve the issue for you.

Please perform all these steps patiently as it is critical to resolving the issue. It will definitely fix the issue for you.

Hope this helps. Let me know how it goes. 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.

Take care and have a blessed week ahead. 🙂

Cheers!

[rolutola]

Thanks for your assistance.

Two thinkg I need to clarify with you before I continue with your suggestion:

1. Do I have to carry out your steps on ALL my Windows 10 computers?

2. Do I have yo use a USB connection to install the printer or is network installation OK? I have been using betwork installation.

Regards,

Richard.

[DavidSMP]

Hi @rolutola,

I reviewed the post. Thanks for the reply. Your efforts are greatly appreciated.  Please try the network installation on one computer first and check if it fixes the issue. If it does. then try them on other computers one at a time.

Otherwise, there is more to it than meets the eye. please contact HP phone support for further assistance in real time regarding this as it might require one interaction with HP phone support to get it resolved.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

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.

Let me know how it goes and you have a great day!

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.

Take care and have a blessed week ahead. 🙂

[rolutola]

After speaking to support, the resolution to this was as follows:

1. From printer home page (accessed from the Printer assistant), configure the IP address (IPv4 Configuration).

   a. Set it to Manual IP and enter the appropriate details.

   b. Also, set the DNS manually to 8.8.8.8 and 8.8.4.4 for preferred and alternate.

   Apply this.

2. Next ensure that a new port is created with the assigned IP address.

This resolved it for me.

Thanks to all who tried to help me.