Failure to print some word documents

[Soapyhud]

I have recently installed a new Inspire 7920e printer/scanner. The problem I have is that it will print some Word documents, but automatically cancels others. I have tried all the diagnostics I can, and have contacted HP with the problem, but to no avail. I have tried printing documents that have been sent from rhe same computer, on the same day and in the same format. It will print one document, but then cancel the other.  I am printing from my HP PC, and have checked that latest updates are installed. Any help please?

[Dragon-Fur]

@Soapyhud 

Welcome to the HP User Community.

There capabilities of the diagnostics are limited.    Having tried these, the chances that more tests will uncover the reason is less likely than if the problem were pervasive, that is, if you could not print any Word documents.

Some ideas - likely tried - perhaps something "new"...

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Windows Updates do not usually damage Office software - these can, however, corrupt installed printer software.

Reinstall the full printer software

NOTE

This was likely tried during diagnostics, else when you spoke with HP

Provided FYI to those reading.

If you need help with this one, please ask...

• Uninstall the Full Feature Software from Control Panel > icon view > Programs and Features
• Restart the computer and log in
• Install a fresh copy of the full driver printer software
• Restart the computer and log in

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Normal.dotm

If all the documents are coming from the same Word template, that makes it less likely that the source of the problem is within Word.  That said, things like different fonts, styles, and document structure used within a particular document might impact the results.  Reference:  Change the Normal template (Normal.dotm ) 

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Office Software - Repair or Remove / Reinstall

If you have not tried it yet, consider Repairing or even uninstalling / reinstalling your Office Software. 

Be sure you have your Office license in hand before you remove the software from the system, of course.

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Microsoft help for Microsoft Products

Take advantage of the help and expertise of those who know the Office products.

Ask the Community:  Microsoft Community

Office Support - Help and Training

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Export to PDF and Print

If the need to print overrides the need to understand the reason for the failure to print some documents, consider:

Export the documents that won't print to PDF format and print the PDF file

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Print Service Reset

The diagnostics usually uncover and correct issues in Print Services.

That said, you can certainly (re)check / rebuild the relevant folder structure and check / restart Print Services

Print Queue / Print Service Reset

After a print job has been accepted, it is turned over the Windows Print Services for completion.

When a job is "stuck in the queue", it is sometimes due to Print Services having hung, become stuck, or otherwise failing to properly complete the job.

Start Here:  Print job stuck in Queue

Watch Video

and / or

First, check that Windows Update does not need to install updates (or Restart)

Settings > Update and Security > Check for Updates

NOTE:  If an update is already pending, install that update > Restart the computer and log in

Next…

If the current print job will not cancel or if a previous print job is stuck in the queue,

and

If the issue is due to Print Services being stuck / hung / corrupted, Restart the Print Service

Manual Queue Reset

Details…

Windows 10 / Windows 11

Windows Start > Search for “Services”

Optionally Right-Click and Pin to Start / Taskbar > Open Services App

Windows 10

Control Panel > icon view > Administrative Tools > Services

Next,

Scroll down, find, Right-Click, and Stop Print Spooler Service

Open File Explorer (formally Windows Explorer)

Navigate to the PRNTERS folder

NOTE:  Folder might be hidden.

C:\Windows\System32\spool\PRINTERS

OR

C:\Windows\System\spool\PRINTERS

Delete any files found in folder 

Start Print Spooler Service

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HP Printer Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

Open

HP ENVY Inspire 7920e All-in-One Printer 

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Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[Soapyhud]

Many thanks for that. Had another discussion with HP, and they checked everything, but could not find the problem. Work around suggested is to export to PDF and print from that. Have already uninstalled and reinstalled Office, but did not work. I will work through your other suggestions. 

Again, many thanks.

[Dragon-Fur]

@Soapyhud 

You are welcome.

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@Soapyhud wrote:

Many thanks for that. Had another discussion with HP, and they checked everything, but could not find the problem. Work around suggested is to export to PDF and print from that. Have already uninstalled and reinstalled Office, but did not work. I will work through your other suggestions. 

Again, many thanks.

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You are welcome.

Export to PDF and Print

Export and Print PDF is a very common workaround for several Word-ish issues that defy solutions.

That's why we all tend to fall back on it when recommending "try this and that" options.

The final solution and one that most people do not like - and frequently ignore or disdain:

Reload Windows

This fix generally works when nothing else does - and it is the least amount of fun.

Good Luck.

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"