Guidelines
We have new content about printers, Click here to check it out!
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs AND MORE.
Locked

‎01-09-2019 10:25 AM - edited ‎01-09-2019 10:27 AM

HP Recommended
Product: HP Access Control Pull Printing (aka SecurePrint)
Operating System: Microsoft Windows 10 (64-bit)

We have a number of customers that are having issues printing certain Office documents and Acrobat PDF documents.  The workaround for some is to print to PDF (even if previously PDF) and then that prints.  Otherwise, they will log into the printer (or badge in), click on SecurePrint and attempt to print jobs but status stays at processing for about 20 seconds, and then they are logged out.  We have a range of new HP printers by the way.   We've tried uninstalling and reinstalling (and repairing) the SecurePrint software and UPD, but doesn't seem to affect.  I've seen it where the customer can print a blank document or something they've just created with a word in it and it prints.   Whether the job was marked as manual feed or not, this issue occurs.  Whether paper was put into the manual feed tray or not, the issue occurs.  There seems to be something in the print job itself that causes this. 

 

On the server, SecurePrint is not releasing these docs and there is a Held/Error status on them.

 

I'm not finding any articles on the web for this.  I'm told that reimaging is the only fix that's worked so far.  Help!

1 person had the same question
1 REPLY 1

‎01-15-2019 08:52 AM

HP Recommended

Would love to hear from anyone on this - thanks

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.