Print jobs are received but not printed - but internal testsites are still printed

[Renth]

Hello everyone,

since today our printer does still receive all print jobs but does not print them anymore. Only a soft click can be heard, but printing does not start. Status shown at printer is the running cycle but nothing else happens. Jobs are shown as successfully commited at the windwos spooler. But at the printer they are just running endless and nothing happens.  I can cancel them at the printer.

On the other hand every report or status page I trigger at the printer is printed normally.

The printer is connected via USB.

Any idea what happened here and how I can get the printer to work normally? Web searches did not help yet.

Thank you in advance and

Kind Regards

[A_Gayathri]

Hi @Renth,

Welcome to HP Support Community.  

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

It seems like you've encountered a printing issue with your HP OfficeJet Pro 9012. Here are some troubleshooting steps you can try to resolve the problem.

Restart the Printer:

• Turn off the printer and unplug it from the power source.
• Wait for about 30 seconds and then plug it back in.
• Turn the printer back on and check if the issue persists.

Restart the Computer:

• Sometimes, issues can be related to the computer. Restart your computer and try printing again.

Check for Paper Jams:

• Make sure there are no paper jams in the printer. Even a small piece of paper stuck in the printer can cause printing issues.

Check Ink/Toner Levels:

• Ensure that the ink or toner cartridges have sufficient ink or toner. If they are low, replace them.

Update Printer Drivers:

• Make sure you have the latest printer drivers installed on your Windows 11 computer. You can visit the HP website to download the latest drivers for your printer model.

Check USB Connection:

• Ensure that the USB cable connecting the printer to the computer is securely connected. You might want to try a different USB port on your computer as well.

Clear Print Queue:

• Open the Print Queue on your computer and cancel all pending print jobs. Sometimes, a corrupted print job can cause issues.

Reset Print Spooler:

• Open the Services window by pressing Win + R, typing services.msc, and pressing Enter.
• Locate the Print Spooler service, right-click on it, and select "Restart."

Print a Test Page:

• From the printer settings on your computer, try printing a test page to see if the issue is specific to certain documents.

Update Firmware:

• Check if there's a firmware update available for your printer on the HP support website. Updating the firmware can resolve certain issues.

Check for Windows Updates:

• Ensure that your Windows 11 operating system is up to date. Sometimes, Windows updates can include fixes for printing issues.

HP Print and Scan Doctor:

• Download and run the HP Print and Scan Doctor utility from the HP website. This tool can automatically diagnose and resolve printing problems.

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

[Renth]

Thank you for your response and all the tips. I had a session yesterday with HP support and we tried everything for several hours including but not limited to these steps. We also installed the printer via network and USB to try everything.

Nothing worked. In the end support and I gave up and I got the suggestion to buy a new printer. But I was offered a 20% coupon for purchasing a new one - which is generous since our printer was just out of guarantee.

But TBH I am/we're done now with HP products. The service was good, cost/performance ratio was also good when looking at the initial price - but the really bad things are much bigger:

• Printer electronically broken beyond repair after ~2,5 years (i can print some status pages but not even do a copy at the printer - it scans and then just stops)
• Hard blocking cartridges of other vendors via firmware
• I cannot print with just the black cartridge wheneever one of the other ink cartridges is empty
• Whenever a cartridge gets replaced the reinitialisation afterwards lead to the next cartridge shown to be empty and this continues so that we had to change all color cartridges at once only for 1 which became empty. This happened more than one time.

So all in all HP products for me/us became most customer unfriendly after all. I did not yet find a place where I can file a complain (also not at HP homepage). Maybe I will do here in another thread.

Now I need to look for a new printer (again!) but this will certainly not be an HP one! I cannot afford spending several hundred Euros for a printer every 2 to 3 years plus always having all color cartridges at hand in case one becomes empty and I need to print black/white.