Documents sent to my printer queue (HP Envy 7645) just disappear

[CWCBooksale]

Documents sent to my printer queue (HP Envy 7645) just disappear without printing even though the printer and computer appear to be connected. The problem started suddenly. It had been working fine in the morning, then wouldn't in the afternoon. No software changes were made between when it worked and when it didn't. A test page sent from Settings:Devices:Printers&Scanners:{PrinterName}:Manage:Printer Properties (Windows 10) Says "Test Page failed to print. Would you like to open the Troubleshooter?" (or something close to that). The Troubleshooter can't find a problem. I've tried rebooting the printer and the computer in various combinations and uninstalling and re-installing the printer. The printer itself is working fine and will print reports and make copies without a problem.

Interestingly, a test page sent from Settings:Devices:Printers&Scanners:{PrinterName}:Manage (eg. without going into printer properties) shows (on that screen) as "Printer Status: 1 doc in queue" for a few seconds before returning to "Printer: idle". I have to go into Printer Properties to get the trouble message. I don't know if this is significant. Thanks!

[TEJ1602]

@CWCBooksale, Welcome to HP Support Community!

Let us try some steps to isolate and resolve the issue-

Download and run the HP Print and Scan Doctor

Follow these steps to use the HP Print and Scan Doctor to fix the issue.

 Download and run the HP Print and Scan Doctor to automatically diagnose and resolve printer hardware and connection issues.

If you cannot complete these steps, or if the steps do not work, continue to the next step.

Restart the print spooler and try uninstalling the drivers-

Press “Windows key” + “r” to get the “Run” window.

Type "services.msc" to get Services – Go to “Print spooler” – Right-click and “Stop” the service.

Now again open "Run" - Type “spool” and ok - Go to PRINTERS folder - delete everything in that folder.

Go to services again - Start the print spooler.

Delete the driver and root level and retry, follow the steps below: 

1) In Windows, search for and open Programs and features 

2) Select your HP Printer 

3) Select Uninstall 

4) In Windows, search for and open Devices and printers 

5) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 

6) Open up the run command with the “Windows key + R” key combo. 

7) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe”

😎 Click on the “Drivers” tab 

9) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 

10) Select Ok 

11) Select Apply and Ok on the Print Server Properties windows 

12) Close Devices and Printers.

Now, download and install the full-featured software from here.

Once the setup is complete, try printing.

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 “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!