HP OfficeJet Pro 7740 stuck on print jobs but prints internal reports

[Britserker]

When I send a print job to the printer it will receive the job and the print heads move and the rollers turn however the screen sticks with a rolling printing message but nothing prints. The same happens for other network connected computers and if I send a print job to the printer via email.

Strange thing is, the printer will print internal reports following request from either the machine itself or the embedded web server so it can physically print but cannot process print jobs from an external device.

Help please?!

[Kumar0307]

@Britserker, Welcome to the HP Support Community!

As you are able to print test pages, it means the printer hardware is working fine. To assist you better,

• Which application are you trying to print from?
• Have you tried printing different types of documents like PDF, Word, or Webpages and check if the issue persists?

Let us try these steps:

Run HP Print and Scan Doctor to diagnose and fix any driver issue

Click here to download the file. Once downloaded, make sure to run the file to start the installation and click on 'Fix printing'.

If the issue persists, proceed to the next step.

Check the connectivity between the devices. Is it connected wirelessly?

• Make sure the printer and the computer are connected to the same wireless network. Either 2.4 or 5GHz network.
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.

Use the HP Smart app to print and scan from your Win 10 PC

Click here to download and know more about the app.

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!

Have a great day! 

[Britserker]

HI, I have tried all of those things. As stated, the printer receives the print command and the print heads move and stops, then the printer is stuck with "printing" displayed on the printer display but never prints. Yes, internal reports print but not test pages sent from any network connected computer. Scan and print doctor cannot fix the issue, software has been reinstalled and firmware updates checked. Printer has been power cycled, deleted and reinstalled from computer, print cartridges removed and reinserted, multiple computers used to try to print - same issue remains.

[Kumar0307]

@Britserker

In this case, let us perform a factory reset on the printer that may resolve this issue.

I have sent you a private message with a set of instructions to perform a reset. Kindly check the same, this might help you to resolve this issue. Check next to your profile name, you should see a little blue envelope, please click on it.  

Let me know how it goes.