Printer reacts to print jobs, but didn't print them.

[BjZi]

Printer was perfectly fine in the last 4 years.

It's still conected and I'm able to scan.

It will still print any local info page oder test page.

But when printing any kind of document or HP test page from three different computers via WLAN or smartphone via WiFi Direct or via print by email. it get's ready for it, showing "printing" in the display but nothing more happens. I can abort the printjob without any delays or problems via PCs, the smartphone or the printer display.

I restartet the printer while disconnecting it from the power source three times.
I took a reset of the WLAN settings and a whole reset of the configurationback to factory settings.
I found no answers with the virtual support assistent or the "HP Print and Scan Doctor 5.0.18".

Does anyone has an idea what I can check next?

[Irfan_06]

Hi @BjZi,

Welcome to the HP Support Community.

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

I understand you're experiencing an issue with printing on your printer.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, uninstall the printer software by following the steps from this link and restart the devices.

D) Install the printer software by clicking on the link again and let me know if that resolves the issue.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[BjZi]

Hi @Irwin6,

thank you for your support.
I had a call on sunday and we tried the power drain and we also assured, that the printer is connected directly to a plug socket. It didn't help us.

I'm also not sure, that the reinstall of the printer software on my computer will be of any help. The same error pattern happens from 3 different PCs (Win10 and Win11) and via WiFi-Direct when printing via smartphone.

It's a silly error pattern because I can print any report or test via Smart App/EWS or directly from the printer menu, but not any test page oder document from other devices, while the print job is transferred and I can read on the printer, that it's printing now, I can hear the cartridges take a turn in inside and then it stays so forever.
I can also abort the print job by the printer display or by my job spooler on the PCs without any problem and the print a report without issues.

[Irfan_06]

Hi @BjZi,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Do you have the same issue when you make a copy on the printer standalone? (Place an original document on the scanner glass and make a copy to confirm hardware is working fine)

Were you able to update the printer firmware by following the below link?

https://support.hp.com/us-en/document/ish_1776648-1643972-16

Take care and have a great day ahead!

Irwin6

HP Support

[BjZi]

Yes, everything I try on the OfficeJet itself is fine.
Copying (Scan to Print on the printer), printing test or info pages and so on.
I also can Scan via HP Smart Software.

Just printing from any other source but the printer itself or it's EWS is doomed to fail.

Thanks for the tip with the firmware update. I checked it before, telling me, that no update is needed.
How can I tell HP Smart to overwrite the actual firmware with the same and newest version again?

[Irfan_06]

Hi @BjZi,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Please follow the steps below to connect your printer to the network again and let me know if that resolves the issue.

1) Uninstall the HP smart app by click on this link, Restart the computer or mobile device to clear possible error conditions.

2) Enable Wi-Fi setup mode: When you turn on your printer for the first time, it is temporarily placed in Wi-Fi setup mode so that it can be discovered during setup. Use the printer control panel to restore Wi-Fi setup mode, and then set up the printer again. Go to Restore Wi-Fi setup mode on your HP printer for more information.

3) Refer to this link to use the HP smart app on your phone/tablet/PC to add a printer.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support