Officejet Pro 7740 stops printing

[DavidSMP]

Hi @fudgenutsundae,

Good Day. Thanks for posting your query in the HP community. I read the post regarding printing issues with the Officejet printer.  It will be a pleasure to assist you here.

Commendable diagnosis, superb troubleshooting and splendid description of the issue before posting. Hats off you on that score. 🙂

I would require more information regarding this.

• Did you make a few copies directly from the printer and check if they copy fine?
• Did you try to print from another device like a smartphone or IPad?
• Please let me know the operating system installed on the computer?
• Is it wired, wireless or USB connection?

For a start please make a couple of copies each both from the flatbed and the document feeder.

• If it fails to copy correctly then the printer has a hardware issue and needs to be replaced by contacting HP phone support.

• HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

  (1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

  (2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

  (3) Once completed click the 'Show Options' icon on the bottom right.

  (4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

  They will be happy to assist you immediately.

  If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

• If it copies correctly, please try to print from another device such as a smartphone, IPad or another computer?

If it copies fine, please perform a factory reset on the printer from this user guide and check page# 140 on how to do it.

 please try to print from another device like a smartphone, IPad or another computer.

If it prints fine from these devices, please try to use the built-in drivers from this link: http://support.hp.com/in-en/document/c01796879  for windows.

• If you’ve tried it, please try the generic 990c drivers by following these steps.
• Please go to control panel and click on devices and printers.
• Click Add a printer and then click Add a local printer.
• Click the Use an existing port check box.
• In the Use an existing port drop-down list, select LPT1: (Printer Port) and then click Next.
• Under Manufacturer on the Install the printer driver dialog box, select HP.
• Under Printers, select the appropriate alternate print driver for the HP product and then click Next.
• In the Printer name text box, type the HP product name and then click Next. The print driver starts to install.
• Then select the driver 990c from printer preferences for windows.

If it still does not work, please backup all your files and reinstall the operating system and reinstall the printer software. That should do the trick for you.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

Take care now and have a splendid week ahead.

[paulro]

I also have this problem sending a 76 page document the printer stopped after about 30 pages with a page half printed all it says is printing; gave up waiting, cancelling the print on the printer control panel changed the printing to cancelling and still nothing happened eventually gave up and powered off the printer cancelled the print job and started again.

Same thing happened, repeated above

Ran it again same thing happened after about 10 pages

when in this state you can connect via web page but the log shows no errors with printing

This is a new printer installation on windows 8.1 64bit I used the supplied cd which said to download the latest from the web which I did and performed a full install. also the firmware update was ran.

Q.  if the panel on the printer cancel  hangs  canceling  the print why would this be a windows software installation problem?

[DavidSMP]

Hi @paulro,

Good Day.  A warm welcome to the HP community. I reviewed the post regarding assistance with printing long documents or files.  I will be delighted to assist you here.

Splendid description, brilliant troubleshooting and great observations made before posting. Kudos to you for that. 🙂

To assist you accurately I would require more information regarding this.

• Is the printer the same model as the one mentioned in the thread?
• Did you perform all the steps mentioned in the previous post?
• Did this happen after a windows update or software update?
• Has it worked correctly before?
• Does it copy correctly and print normal files correctly?
• Please let me know the operating system of the computer.

For a start please try these steps:

Please perform a hard reset by following these steps.

Resetting the printer can resolve some types of slow printing issues.

1. Turn the printer on, if it is not already on.

2. Wait until the printer is idle and silent before you continue.

3. With the printer turned on, disconnect the power cord from the rear of the printer.

4. Unplug the power cord from the wall outlet.

5. Wait at least 60 seconds.

6. Plug the power cord back into the wall outlet.

      NOTE:

   HP recommends connecting the printer power cord directly to the wall outlet.

7. Reconnect the power cord to the rear of the printer.

8. Turn on the printer, if it does not automatically turn on.

   The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

9. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Please try all the prescribed steps from this link: https://support.hp.com/in-en/product/hp-officejet-pro-7740-wide-format-all-in-one-printer-series/768...  to troubleshoot print jobs stuck in queue.for Windows.

• Step 1: Delete job files and restart
• Step 2: Use HP Print and Scan Doctor
• Step 3: Reinstall the print driver
• Step 4: Other things to try.

If the operating system is a MAC please perform all the steps from this link:: https://support.hp.com/in-en/product/hp-officejet-pro-7740-wide-format-all-in-one-printer-series/768...

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, please. Please note that I am not overloading you with a lot of troubleshooting steps.

Instead, just like you, I am eager to ensure that the problem gets resolved. So I am providing you with more resources and information at your disposal to deal with the situation better.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a superb week ahead. 🙂

[paulro]

In answer to above,

• Is the printer the same model as the one mentioned in the thread?

Yes the printer is a Officejet Pro 7740  it was purchased less than 3 weeks ago to replace a existing a3 hp printer

• Did you perform all the steps mentioned in the previous post?

No not all the steps there were problems installing the printer driver so I

uninstalled the driver and all the hp packages

removed all the devices

rebooted

reinstalled the  the hp software as downloaded from your web site (Full Package)

ran into problems again so downloaded and ran the HP print and scan doctor which found a driver problem and fixed. rebooted the system and all appeared to be well with small prints it wasn't untill we tried printing a 76 page document that it started missbehaving.

The printer has had the power cable removed as this is the only way you can get the printer out of either "Printing, as displayed on the display panel" or "Cancelling, as displayed on the display panel after pressing the panel to cancel"

the printer power cable is connected directly to the wall socket NO extension leads.

• Did this happen after a windows update or software update?

Yes this happend after installing about 200+ windows updates but don't know if its relevent

• Has it worked correctly before?

yes for small prints

• Does it copy correctly and print normal files correctly?

Yes nothing wrong with what it prints.

• Please let me know the operating system of the computer.

As I said in my post above

"This is a new printer installation on windows 8.1 64bit "

You still have not answered my question if the printer is displaying "printing" and cancel on the display panel is selected why does it hang cancelling the print, this has nothing to do with windows drivers this is down to the printer firmware.

As this printer downloaded the latestest firmware when first installed perhaps you have a firmware problem is there any way to go back to the previous firmware?

[DavidSMP]

Hi @paulro,

I reviewed the post completely. I request you to follow the steps for print job stuck in queue if small prints work fine.  If it does not work,

. The error message on the printer control panel appears because the input file from the computer is not properly fed to the printer for it to process the print job correctly. 

Please perform a hard reset first. steps:

1. Turn on the printer.

2. Wait until the printer is idle and silent before you continue.

3. Disconnect the USB cable from the rear of the printer. If your printer has a network or wireless connection, leave it connected.

4. Remove the ink cartridges from the printer.

5. With the printer turned on, disconnect the power cord from the rear of the printer and from the wall outlet or power strip.

6. Wait at least 60 seconds.

7. Plug the power cord back into the wall outlet.

      NOTE:

   HP recommends connecting the printer power cord directly to a wall outlet.

8. Reconnect the power cord to the rear of the printer.

9. Turn on the printer, if it does not automatically turn on.

   The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

10. Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

11. Reinsert the ink cartridges, and then close the ink cartridge access door.

12. If you receive a prompt to print a calibration page, do so.

Then uninstall the printer software using these steps:

• 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.
• Restart the PC again. 

Download the latest full feature driver from www.hp.com/drivers and install it on the computer.

Connect the printer to your computer only when the setup prompts for the printer. 

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a superb week ahead. 🙂

[paulro]

Hi,

I performed all the steps above including the registry. a test print of 72 pages printed ok; the only strange thing that happened was when I rebooted the system it started printing the 72 page document again.

Pressing cancel on control panel stoppes the print however the printer hung with the canceling message; so I ended up switching off the printer at the wall. I then stopped the spooler and cleared out the files in the C:\Windows\System32\spool\PRINTERS directory and restarted the spooler,  a small print job went through ok and the files cleared from the PRINTERS directory.

Just a comment on your remark:-

. The error message on the printer control panel appears because the input file from the computer is not properly fed to the printer for it to process the print job correctly. 

When the cancelling message appears then theres no way to clear this even attempting to perform an orderly shutdown using the power button shows a message shutting down but stills hangs resulting in the power having to be removed to get the printer back up again.  Having an external event such as you have described lock up the printer  in my opinion is a definite bug in the cancel print routine of the printer.

Thank you for your assitance.

Regards

[CeeJay47]

I started this particular string but since then my issues have continued. I have now swapped the 7740 for another printer - from a competitor - as there is only so much frustration one can take and only so many times you can crawl under a desk to unplug at the mains. I hope that all those suffering similar problems manage to get them resolved.

[DavidSMP]

Hi @paulro,

I reviewed the post comprehensively. You've done a brilliant job of troubleshooting and Kudos to you for that.

As you've tried all the steps here, the printer may have a hardware issue. Please connct Hp phone support for further assistance or to get it replaced.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

• (1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• (2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• (3) Once completed click the 'Show Options' icon on the bottom right.
• (4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.
• They will be happy to assist you immediately. If the unit is under warranty repair services is taken care of by the manufacturer’s warranty

. I genuinely hope the unit works great and stays healthy for a long time to come. It has been an absolute privilege to have shared this platform with you. Trust me I've done all I can to help by keeping your best interest in mind.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.  🙂

Do take care, stay healthy, keep smiling big and have a blessed year ahead. 🙂

[fudgenutsundae]

Sorry for the delay in replying. i have a day job.
I will respond to each question in order:

Good Day. Thanks for posting your query in the HP community. I read the post regarding printing issues with the Officejet printer.  It will be a pleasure to assist you here.
Commendable diagnosis, superb troubleshooting and splendid description of the issue before posting. Hats off you on that score.
you can leave out the flattery. you have given me a lot of work to do. I don't get paid for nursing HP printers.

I would require more information regarding this.
Did you make a few copies directly from the printer and check if they copy fine?
yes. works fine. I am not going to copy a large number of pages though.

Did you try to print from another device like a smartphone or IPad?
yes. printing from my android smartphone via the HP plugin (through the router) works fine. in fact, i have sent 3 large files (24 sides, single sided, so 24 sheets each) from my phone and it did not have a problem. I then sent 1 similar large file (24 sides, double sided, so 12 sheets) from the PC and it hung, having printed almost 10 sides. I let it sit for a while (about 5 minutes). I would usually have turned it off by this stage. Then it started printing again and completed the 10th side and got stuck half-way through the 11th. Again, I let it sit for a while and after about 5 minutes, it just aborted, pushing out the page with half a side printed. the printer now sits happily waiting for the next job.  the printer queue on the pc still thinks that it is printing. So I cancel the document on the queue. And it says "deleting..." and then gives the "(not responding)" bit on the window title. And after an age, it cancels. and the queue is empty. So, at this stage, some 25 minutes after starting to print the file, I haven't yet turned the printer off or the PC. I decide to try the last 14 sides again from the PC. It comes up in the queue as usual, but it gives an error and does not print. So I cancel it from the queue, again. It is listed as "Deleting, error", says (not responding). and then it finally disppears from the queue. So, curious, I then try and print the last 14 sides from my phone. The HP spooler says "sending page 1 of 14" and eventually counts up to "sending page 14 of 14", at which point it looks as if it can't finish sending. Eventually (another 15 minutes), I cancel the job on the phone, and turn the printer off and on.

Please let me know the operating system installed on the computer?
win10. as stated in my original post.

Is it wired, wireless or USB connection?
wired ethernet. as stated in my original post.

For a start please make a couple of copies each both from the flatbed and the document feeder.
yes. as above. copying works fine from flatbed and document feeder.

If it fails to copy correctly then the printer has a hardware issue and needs to be replaced by contacting HP phone support.
HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true
(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
(3) Once completed click the 'Show Options' icon on the bottom right.
(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.
They will be happy to assist you immediately.
If the unit is under warranty, the manufacturer’s warranty should take care of it for you.
not applicable.

If it copies correctly, please try to print from another device such as a smartphone, IPad or another computer?
you are repeating yourself. see above.

If it copies fine, please perform a factory reset on the printer from this user guide and check page# 140 on how to do it.
as stated in my previous post, i have already done this and it makes no difference.

please try to print from another device like a smartphone, IPad or another computer.
you are repeating yourself again. see above.

If it prints fine from these devices, please try to use the built-in drivers from this link: http://support.hp.com/in-en/document/c01796879  for windows.
OK, following the instructions from your previous post, I uninstalled the printer, the software, the driver and the driver package and restarted the PC and the printer. I followed the instructions to install the generic driver from the above link.
Immediately, I can see the limitations of the generic driver. For instance, Tray 2 is not an option. Irritating if that's where the A3 is stored. I then printed another 24 sided document.  It managed 14 sides before hanging. So problem persists.
I restarted the printer and reprinted the remaining document and another similar 24 sided document from my phone. Works fine.

If you’ve tried it, please try the generic 990c drivers by following these steps.
Please go to control panel and click on devices and printers.
Click Add a printer and then click Add a local printer.
Click the Use an existing port check box.
In the Use an existing port drop-down list, select LPT1: (Printer Port) and then click Next.
Under Manufacturer on the Install the printer driver dialog box, select HP.
Under Printers, select the appropriate alternate print driver for the HP product and then click Next.
In the Printer name text box, type the HP product name and then click Next. The print driver starts to install.
Then select the driver 990c from printer preferences for windows.
ffs. i tried a HP b-class PCL3 driver. it didn't work. i don't really know if this is the "appropriate alternate print driver" though. i am disinclined to try every driver in the list, especially if it is as limited as the "generic" windows driver.

If it still does not work, please backup all your files and reinstall the operating system and reinstall the printer software. That should do the trick for you.
you have got to be kidding me. there is no way that I am re-installing the OS.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.
Take care now and have a splendid week ahead.
well, actually it wasn't a splendid 2 hours of my free time carrying out all these steps, on top of the many hours I have already spent.

In a nutshell, I have a printer that crashes when being printed to by Windows 10 using either the "proper" HP driver or the generic Windows driver.
Yet it works fine from a smartphone. Admittedly, I haven't tested the double-sided printing of large files from the smart phone.  But i ran out of printer paper, and it will probably work ok.

Why don't you guys do some work for a change, instead of just pasting in a generic repetitive response.

[555Design]

When is HP going to have this issue sorted out ?

I have posted a response previously indicating exactly the same problem and unplugging the printer every 5 minutes is a ridiculous solution.

Tried to update firmware and it will not let me.

Reinstalled all the drivers as suggested and still same problem

I would appreciate an email from someone at HP to resolve this issue  claus@eliteci.ca  or call me 780-490-8466

To me it seems like there is a memory issue with the printer, that is hanging this up

This issues is going in circles as does the little wheel on the printer every 5 minutes.

If you can't resolve this or if I don't get a response from HP I will be returning this boat anchor to the store for a refund.