HP OfficeJet Pro 9014e duplex printing stalls/crashes printer

[Bager124]

Hi there,

Hope someone can help me.

I have a HP OfficeJet Pro 9014e hooked up to my WIndows10  64-bit PC, it have worked fine for alomost a month without any issues

Suddenly I have started having issues when trying to print duplex (double-sided) pages.

I send a duplex print job to the printer and chose about 10 copies before i print.

The first 1-2 prints come out fine, but after there the printer starts acting up and stalls itself, where it only have printed one side of the duplex print and then gets stuck and just awaits for several minutes.

I wait about 5-10 mins without anymore print happening, then I try to click cancel on the top-right coner of the on-screen on the device, but it does not seems to cancel it.

I tried cancelling it from the WIndows print queue, but it still seems to be on the printer regardless.

I then try to restart the printer physically on the printer. Once it has booted up again it still shows like theres is a cancel print job button on the printer screen. 

I then try to make a copy of a page, but all it does it stalls on the screen where it says 'Starting Copy' with a blue circle. It does never get to start the scanner or print anything.

I am an IT-supporter but is still kinda clueless.

I have tried all I could think of:

- Restart PC/printer

- Unplug printer from the wall

- reinstall the printer on my PC

- Have even tried using the HP safe erase process and reinstalling the printer via HP smart.

It still won't complete an simple 10 copy duplex print job without stalling/crashing the entire printer. 

What could cause this? Seems like an issue in the printers firmware/software that makers it completely screw up.

Hope some can help me! Thanks, 

[Nal_NR]

Hi @Bager124.

Welcome to the HP Support Community. 

I'd like to help!

I reviewed the post. Superb description and stupendous diagnosis of the issue before posting. Kudos to you for that.

• Did you make 2 copies directly from the printer and check if it copies correctly?

Please make 2 copies directly from the printer without any communication from the computer.

If it copies correctly, try to uninstall and reinstall the printer software and drivers and check if it gets fixed.

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, select any printer listed there and you will get some options on the top.
• Click on print server properties.
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box,
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again.

If you have tried all the steps mentioned above then, This might require one on one interaction to fix the issue

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

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