Clicking "Yes" to cancel a print job does nothing

[shepger1]

Clicking "Yes" to cancel a print job does nothing and I cannot print anything on my Mac nor change the printers screen.  Problem starting when trying to print from a PC running Windows 11(?).  Diganosis and Fix finds no problem.  What can I do?

[Hawks_Eye]

Hi @shepger1 

Welcome to the HP Support Community! We're here to help you get back up and running.

I’m sorry you’re experiencing this frustrating situation where print jobs won’t cancel, and the printer becomes unresponsive from your Mac after an attempt from a Windows 11 PC. It’s definitely upsetting when your printer screen locks up and printing stops across devices.

Let’s work together to bring everything back to smooth operation.

Steps to Resolve the Issue:

 

1. Power Cycle the Printer Completely

Turn off the printer.

Unplug it from power for at least 60 seconds.

Plug it back in and power it on.
This clears the printer’s memory and often unlocks stuck jobs.

 

2. Clear Print Queues on Both Mac and Windows

On Mac:

Go to System Settings > Printers & Scanners.

Select your printer and click Open Print Queue.

Cancel all pending jobs.

If jobs don’t cancel, restart the print spooler service by restarting your Mac.

 

On Windows 11:

Open Services (type services.msc in the Run dialog).

Find Print Spooler.

Right-click and select Restart.

Alternatively, clear the print queue manually by navigating to C:\Windows\System32\spool\PRINTERS and deleting all files inside (requires admin rights).

 

3. Update or Reinstall Printer Drivers

On both Mac and Windows, outdated or corrupted drivers can cause communication issues.

Visit the printer’s official support page to download the latest drivers:

https://support.hp.com

Uninstall existing drivers before reinstalling fresh copies.

 

4. Reset Printer to Factory Defaults

On the printer control panel, navigate to Settings > Printer Maintenance > Restore Factory Defaults.

Confirm and allow the printer to restart.

This can clear glitches that lock the screen or print jobs.

 

5. Test Printing from a Single Device

After reset, try printing from only one device (preferably the Mac) to confirm stable connection.

Avoid simultaneous printing from multiple devices until the issue is resolved.

Thank you for your patience with this situation. These steps usually breathe new life into stuck printers and get print jobs flowing again smoothly

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye