Job stuck i print que. All links to print and scan doctor go to "not found."

[irene805]

I've tried all the suggestions I have been able to find. On this forum and help at HP.  Also, all links to print and scan doctor go to "not found." Is that function no longer available?

[Garp_senchau]

@irene805, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It sounds like you're having quite a frustrating experience with your HP Deskjet 2855e printer. I can definitely help clarify things for you.

Yes, you're right: HP Print and Scan Doctor will be discontinued. HP has moved to using the HP Smart app for all diagnostic and troubleshooting needs. The HP Smart app is now the go-to tool for handling printer issues, including print jobs stuck in the queue.

Here’s how you can use the HP Smart app for troubleshooting:

Download and Install HP Smart App:

You can download the HP Smart app from the Microsoft Store on Windows or from the HP Smart Website directly.

Connect Your Printer:

Open the HP Smart app and follow the instructions to add your printer. Ensure your printer is connected to the same Wi-Fi network as your PC.

Run Diagnostics:

The HP Smart app offers troubleshooting tools, printer status checks, and diagnostic information. You can use these features to check for problems with your printer and get step-by-step guidance on resolving any issues.

Clear the Print Queue:

If a print job is stuck, the app will also allow you to manage or clear your print queue.

You might also want to check the following common issues:

Restart the Printer: Sometimes simply turning off the printer, waiting 30 seconds, and turning it back on can clear stuck jobs.

Clear the Print Queue Manually:

Go to Settings > Devices > Printers & Scanners.

Click on your printer, and then choose Open Queue.

Right-click the stuck print job and select Cancel.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[irene805]

I have downloaded HP smart app but it won't open. The blue circle just spins and spins. I've waited a very long time and nothing happens.  

[Garp_senchau]

Hey @irene805,

Thank you for your response

It sounds like the HP Smart app is having trouble opening, which is definitely frustrating. Let’s troubleshoot that so we can get it working properly.

Here are a few things you can try:

Check for Windows Updates

Sometimes, a pending Windows update can interfere with app performance. Let’s make sure your system is up-to-date:

Open Settings > Windows Update > Check for updates.

If there are any updates available, install them and restart your computer.

Reinstall HP Smart

Go to Settings > Apps > Installed apps.

Find HP Smart, click the three dots, and choose Uninstall.

Afterward, reinstall it from the Microsoft Store or the HP Smart website.

Check for Conflicting Software

Some background software, like security tools or other printer apps, might be causing the issue. If you have any other printer utilities installed (like older HP software), try temporarily disabling or uninstalling them to see if it resolves the issue.

Run the App as Administrator

Sometimes apps need elevated permissions to run properly. Right-click the HP Smart app shortcut and select Run as administrator to see if that resolves the issue.

Check Your Firewall/Security Software

Make sure your firewall or security software isn’t blocking the app from launching. You might need to temporarily disable it and see if that allows the app to open.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,