Officejet Pro 7740 stops printing

[Dvortex]

Hello, @555Design

I see that you were interacting with @Rainbow23. I'd like to jump in with a suggestion 🙂

Did you try updating the drivers? Try the steps listed below:

• Unplug the USB cable from the printer and computer if present.
• Go to Control panel – Programs and feature – Select all the HP Officejet printer entries and uninstall them.
• Restart your computer.
• Now click on http://hp.care/2sELcKS to download and install the printer drivers.
• Connect the USB cable if prompted and follow the onscreen instructions to complete the installation.
   

Also, is the issue specific to PDF document? If so make sure to use the Adobe reader. If you are already using the Adobe reader, then try the steps here:

1. Try the "Print as image" option:

• Choose File > Print, and then click Advanced.
• Select Print as Image.
• Click OK to close the Advanced Print Setup dialog box, and then click OK to print.

2. Install the latest update:

• Open Reader or Acrobat.
• Choose Help > Check For Updates. If a new update is available, it installs automatically.
• Once installed, restart your computer.
• Print the PDF again.

Also, please go through the steps mentioned here: http://hp.care/2dSDxCD
 

Please let me know if this resolves the issue, or if you require further assistance.

Cheers 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[fudgenutsundae]

This issue persists.

Printing from smartphone works fine.

Printing from Windows 10 (via adobe reader or Microsoft Edge) doesn't.

The problem only exists for large files. 1 or 2 pages is not a problem.

I see that other posters have just returned the printer for a refund.

I presume that HP don't see a refund as a long-term solution either...

[Rainbow23]

Hi @fudgenutsundae,

Thank you for your reply, I have brought your issue to the attention of an appropriate team within HP. 

They will likely request information from you in order to look up your case details or product serial number. 
Please look for a private message from an identified HP contact. 

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Forum

[Bart-luyckx]

Exactly the same problem here. Initially was working just fine. Now freezes after a few pages. Can't work like this. Also thinking of returning.

Please fix this issue.

[paulro]

Well the problems back again,

prints a few pages then the printer locks up requireing it to be unplugged again etc etc..

come on HP get your act together you have two problems:-

1) the windows driver/software

2) the printer firmware:-

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.

[Bernardinop]

Dear Sirs,

I have the same problem (stop printing a PDF after some pages and hangs).

This doesnt look like a problem that a driver or firmware can resolve.

Sorry, but tipical support sugestions wont work...

Please send the matter to engineering !

Best regards

[Rainbow23]

Hi @Bernardinop,

Thank you for your reply, I have brought your issue to the attention of an appropriate team within HP.

They will likely request information from you in order to look up your case details or product serial number.
Please look for a private message from an identified HP contact.

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Forum

[paulro]

The problem is becoming more frequent so I decided to follow the instructions to open a support case to call support as adivised except the instructions below don't diplay the pages I get can someone contact me and supply me with  a case number and support number to call from the UK

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@DavidSMP wrote:

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. 🙂

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[CFries3]

I am having the exact same issue both with the current 7740 I have and with a previous 7740 that had to be replaced due to a hardware malfunction.  Using Windows 10 Home edition 64 bit with the latest HP drivers and firmware.

[paulro]

Well I finally manged to get to raise a case and speak with a support technician who performed a remote session and gave the printer a static IP; when I explained that the router had been configured to always assign in the same ip to the printer so effectively it had a static ip I was told it had to be configured with a static IP.

Next shock came when I explained I had a hub connected to my router with my PC and printer contected with a rj45 cable to the hub. I was told that this was an unsupported configuration that the printer and PC had to be connected to the router;  I have been in IT support for many years and have never heard such a lame excuse, I could understand it if it went through a managed switch to the router but not a dumb hub, however to satisfy HP support I have connected the printer using wifi to the router and the PC is now connected directly to the router. This printer replaced a HP printer that had no problems printing  in the original configuration.

I did explain that when the stops printing the document part way through  I can use the officejet app to connect with the printer and retrieve the ink levels so there is no problem with the network connection, they are convinced the problem is with the network.

So now I have to wait for the intermittent problem to return and contact HP support again when it does..... the problem drags on and customer satisfaction can't get much lower!