Document in queue but not printing

[BB511]

I am printing a document from Ancestry.  The document is sitting in the queue but not printing.  I am connected LAN.  No error messages.  I did notice when I opened computer today it was updating Windows 10. I also tried printing something else and it did not print.  What steps do I need to take?

[DavidSMP]

@BB511,

Thanks for visiting the HP community. A very good day to you!  I read the post regarding issues with the print job getting stuck in the queue. I will be delighted to assist you here. 

You’ve done an excellent job of diagnosing the issue from your end. Superb effort and spectacular research were done as well.  Kudos to you on that score.  I take it as a privilege to share this platform with you. 🙂

To assist you with accurate information I would require more information regarding this:

• Did you try to run HP print and scan doctor and check if the issue gets fixed?

For now, try these steps:

Please perform a hard reset on the printer from this link: https://hp.care/2scZLEx

•   by following instructions from the section “Step 1: Reset the printer”

Then run HP print and scan doctor from this link: https://hp.care/2b4bUIM

Now check if the issue gets fixed. If it still continues then perform all the relevant steps from this link: https://hp.care/2Lj6c2a (HP Printers - Print Jobs Stuck in Print Queue (Windows)

This should fix the issue.

If it does not then uninstall and reinstall the printer drivers at the root level by following these steps:

• First, unplug the USB cable from the printer, if present.
• Go to Control panel – Programs and feature – Select all the HP Photosmart printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.

Now click https://hp.care/2su8G4N  to download and install the software.

• Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

Perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.  

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂