Printer error when file sent to print

[JonS6]

Hi, I my printer has just started refusing to print from any app in windows 10. I have spent a number of hours trying to fix this now to no avail.

I have uninstalled the printer, removed all HP print drivers from the system and the HP app, stopped and started print spooler services, manually removed any print jobs in the que, used the HP print doctor all on multiple occasions to no avail.

When the printer is newly installed on the network it is visible, and displays as ready but as soon as a job is sent to print the print queue states that there is an error and the job will not print.

When I use the HP app or Print doctor it cannot print a test page as usual but can print an "internal diagnostic page".

There have been recent windows 10 updates and the printer was working fine prior to these updates so now I am beginning to think that something in the update is broken. Does anyone have any further ideas of what I might be able to do to fix this issue?

[TEJ1602 · Accepted solution]

@JonS6, Welcome to HP Support Community!

I see that the print job gets stuck in the queue and you're unable to print from the windows PC, this could be an issue with the connectivity or the installed printer drivers. Let us try to isolate and resolve the issue. Assuming that you have a wireless connection, follow the steps below-

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Assign manual IP to the printer

The steps on how to set a manual IP address can be found here.

For the DNS servers please use 8.8.8.8 for the Manual Preferred DNS Server and 8.8.4.4 for the Alternate DNS server. These are Google’s public DNS servers

If the issue persists, try adding a TCP/IP port.

1. Print a Network Configuration Report from the Printer Settings or Wireless menu.
2. Right-click your printer, select Printer Properties, click the Ports tab and then click Add Port.
3. Select Standard TCP/IP Port, and then click New Port.
4. Follow the instructions to add a new port using the information listed on the Network Configuration Report.
5. Try printing.

Additionally, you can try uninstalling the printer completely and add built-in drivers. Here is how you can do it-

Delete the driver and root level and retry, follow the steps below: 

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”

😎 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.

Try the Windows built-in drivers. Follow the steps below:

•    Go to Control Panel - Devices and printers - Click on "Add printer" and follow the on-screen instructions.

•    When the page prompts for the drivers, select "Windows update". The driver list will be updated.

•    Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help.

Hope this helps! Keep me posted. 

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!

[JonS6]

Hi, I added a tcp/ip port and that has resolved the issue for now

Many thanks

[TEJ1602]

@JonS6

That's great! Happy to hear that.

Let me know if you need any further assistance.