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Officejet Pro 7740 will not print - Printer screen stuck with word "PRINTING" and spinning circle

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We've been months without our printer and ended up buying a new Epson Photo Printer.

The Officejet Pro 7740 is 18 months old and will no longer print any print jobs. The printer will print test pages, alignment, and other setup pages with no problem.

 

When clicking print, the screen on my printer will show "Printing" with a circle spinning around the word printing. This will show on the screen for hours until I click cancel. <picture attached below>. 

  1. This is the third time this has happened in 18 months and I am not sure what fixes the problem.
  2. Test pages, printer alignment, network test pages all print perfectly fine, so I know the printer works and is on the network.
  3. We are printing from a Macbook laptop, iMac desktop, Windows Surface Pro, and Windows 10 desktop. The same problem happens with all types of computers and "DIRECT" printing.
  4. The problem occurs on Wi-Fi and hardwired ethernet.
  5. Unplugged the printer and power cord numerous times. The printer is plugged directly into the wall and tried different outlets.
  6. Factory reset the printer numerous times.
  7. Connected the printer to a guest network, 2.4 GHz network, 5.0 GHz network, and hardwired to a switch.
  8.  Added the printer with Secure Airprint, Airprint, HP Directjet.
  9.  Autoselected drivers and also manually chose the HP 7740 drivers.
  10. Firmware is up to date.
  11. All cartridges are installed and have been reinstalled.

I am not looking for someone to congratulate me on my troubleshooting skills or ask me to perform any of the steps that I've performed above. I've searched for many days all over the internet and on the HP forums. No one has provided a solution to this problem other than recommending all of the steps that I've performed above.

 

IMG_6119 2.jpg

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IMG_6119 2.jpg

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@FrustratedInBos

 

Welcome to HP Community

 

I have gone through your Post and would like to help

 

Please uninstall the printer driver from root level and download the Full Feature Software

 

1.) In Windows, search for and open Programs and features 
2.) Select your HP Printer 
3.) Select Uninstall 
4.) In Windows, search for and open Devices and printers 
5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 
6.) Open up the run command with the “Windows key + R” key combo.
7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”) 
8.) Click on the “Drivers” tab 
9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 
10.) Select Ok 
11.) Select Apply and Ok on the Print Server Properties windows 
12.) Close Devices and Printers
13.) Restart the computer and download the Full Feature Software from Here and follow the onscreen Instructions

 

Keep me posted

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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@KrazyToad

 

The full-featured software has been installed on both the Windows and Mac systems. This did not change anything. The same behavior happens from both operating systems.

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@FrustratedInBos

 

If issue persists on both OS and you have already tried Reset and updating the Firmware, I suggest you contact HP Support in your region for Service Options

 


1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

 

Thank you

KrazyToad
I Am An HP Employee

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@KrazyToad, my post clearly indicates that firmware has been updated. 

I’m not entire sure why these are considered troubleshooting forums if the same handful of suggestions are offered to everyone. No real troubleshooting is ever done. 

Wouldn’t it be easier to just list off the 10 steps to try and then tell an individual to call support if they don’t work?

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@FrustratedInBos

 

I understand your concerns. The reason is because not every issue gets fixed by a particular step. If there are 10 steps for example certain issues might get fixed on the 1st step certain might get fixed by the 6th step. Since this is a public forum where customers might have similar issues but different model product or same model similar issues it won't be practical to list out all 10 steps. 😊

 

Unfortunately in your case this issue is a Hardware problem with the printer

KrazyToad
I Am An HP Employee

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