printer loses documents sent to print

[louiseL1]

i have installed a new HP Deskjet 3760 and it doesn't print documents sent to it. The printer is properly installed as the test pages all come out OK and says it is connected with good signal strength and connected to our network. However when I go through the process of sending a document to print, it is picked up by the printer which starts to whirr in to action, the app says the printer is printing and is busy, then it just stops whirring/clicking and the app says it is "ready" - so it has lost the connection and the document. Has anyone got any suggestions please? I have tried virtual assistant which was useless, I have tried multiple times and all the same.

Any help appreciated

many thanks

[Nal_NR]

Hi @louiseL1,

Welcome to the HP support community.

I understand that you are unable to print documents. Do not worry,  I am glad to assist you.

Did you make a copy and check if that prints fine?

Meanwhile:-

This seems to be a driver issue, uninstall and reinstall the printer driver to fix the issue.

Perform root level uninstallation to remove all the printer-related software.

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on the Drivers tab.
• Look for an HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Remove all instances of the same.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers. 
• Restart the PC again.

Download and install the printer using the HP Smart app Click here to download the HP Smart app.

Hope this helps! Keep me posted.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Yes" on the bottom right to say “Thanks” for helping.

[Nal_NR]

Hi @louiseL1,

Have you tried those steps yet? Do you still need assistance? Let me know if I can help. Have a great day 🙂 

Thanks!