Computer say document printed but didn't and nothing is in the que

[Pipermom]

Hello, 

I'm just trying to print a word document but nothing is printing, not even the test page.  However, the computer says it's printing and there is nothing in the que.  Please help.

Pipermom

jazy9801@**bleep**.com

[Pipermom]

Pipermom here, just wanted to add it's an HP Envy 6500.

[Garp_senchau]

@Pipermom, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

If your HP Envy 6500 printer is not printing despite the computer indicating that it is, and no documents are in the queue, here is a step-by-step guide to troubleshoot the issue:

Check Connections:

• Ensure that your printer is properly connected to your computer or network.
• If using a USB connection, check that the cable is securely plugged into both the printer and the computer.
• For wireless connections, make sure your printer is connected to the correct Wi-Fi network.

Restart Devices:

• Turn off your printer and computer.
• Wait for about 30 seconds.
• Turn on the printer first, then the computer.

Printer Status:

• Make sure the printer is turned on and there are no error messages on the printer display.
• Ensure there is enough paper loaded in the tray and that the cartridges have ink.

Printer Queue:

• Check the printer queue once again to ensure no documents are stuck.
• On your computer, navigate to the Control Panel > Devices and Printers.
• Right-click on your printer and select See what's printing.
• Cancel all documents and try printing a test page again.

Set as Default Printer:

• Ensure that your HP Envy 6500 is set as the default printer.
• In Devices and Printers, right-click on the HP Envy 6500 and select Set as default printer.

Run HP Print and Scan Doctor:

• Download and run the HP Print and Scan Doctor tool from the official HP website.
• This tool can diagnose and fix common printer issues.

Update Printer Drivers:

• Visit the official HP website and navigate to your printer model's support page.
• Download and install the latest printer drivers.

Check Printer Settings:

• Ensure your printer settings are correct. Go to the print settings in the document and make sure the correct printer is selected.

Test Page:

• Try printing a test page directly from the printer:
  • Go to Control Panel > Devices and Printers.
  • Right-click on your HP Envy 6500 and select Printer properties.
  • Click Print Test Page.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,