Officejet displays "Printing" but nothing happens when sent print job or scan copy

[MiggyZ]

Help please!

I have been fighting with this printer for days.  We got a new router and now our printer refuses to work.  At first it will tell me that the printer isn't connected, sometimes I can get it to say connected but when  I send a print job from my computer, the printer queue says the job is printing, the printer screen says the job is printing but nothing comes out.  I can't even get a copy to print directly from the printer.

I have followed a number of steps already...

• updated computer OS
• reset the print system
• verify and Repair your Disk Permissions on the Mac
• Uninstall Drivers and Software
• re installed printer

I have tried to download and run Print Doctor from the HP site but I am on a MAC and it says it tells me it can't open the file.  

I have hit the point of exasperation as I NEED NEED NEED to print something.  Can anyone out there help me?

[DavidSMP · Accepted solution]

Hi @MiggyZ,

Good Day. A warm welcome to the HP community. I reviewed the case regarding print scan and copy related issues with the printer. Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

For better clarity and to assist you correctly, I would require more information regarding this:

• Is the scanner bulb lit?

It looks like a hardware issue with the printer.

The printer scanning or copy mechanism may be faulty as it cannot even make copies directly from the printer without any communication from the computer. This has nothing to do with the router connection.

For now please try these steps:

• Please perform all the prescribed from this link: https://support.hp.com/sg-en/document/ish_2281791-2076363-16 for troubleshooting copy-related issues.
• Also try the steps from this link: http://hp.care/2z985LW
• If the issue does not get fixed, then contact Hp phone support to get the printer replaced or upgraded.
• I am being honest about it without beating around the bush by keeping your best interest in mind.

HP Technical Support can be reached by clicking on the following link: https://support.hp.com/us-en

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• 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.
• Once completed click the 'Show Options' icon on the bottom right.
• 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.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂

Hope this helps. Let me know how it goes.

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 splendid week ahead. 🙂

[MiggyZ]

Just as a warning to others... after posting my question in this community I received an email that seemed to be from HP tech support.  The message told me that my question would be better solved with an HP tech than in the community and gave me a phone number to call.  The email had the HP logo and seemed legit.  I phoned the number and was immediately suspicious, just by the way my call was handled.  Then the man on the other end asked me to visit a website and click on an icon that I believe would have given him access to my computer. When I hesitated, as I was reading what this site said that he had sent me to, he became very impatient.  I realized this was not legit and  I immediately hung up.  The man actually called me back.  I did not care to speak to him again and ignored his call.  I believe this was a scam and just wanted to alert others who may, like me, believe the email to be from HP.

[DavidSMP]

Hi @MiggyZ,

Thanks for sharing this information. you are a smart person to understand what that it is a scam. Thanks for sharing this information with the team also. It was magnanimous on your part to share it in the HP support forums to educate a lot of other people. You've done brilliantly by displaying a great presence of mind and superb analyzing skills to recognize that it is a scam. Kudos to you for that. 🙂

I was away for a long weekend (not a Saturday and Sunday as I work on those days and could not respond immediately)

Did you contact HP phone support and try to correct the situation. If my information helped, then 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 and have a superb year ahead. Stay healthy and smile big 🙂  

[DavidSMP]

Hi @MiggyZ,

It has been a fabulous experience working with you.  I thank you greatly for accepting this as a solution.  You've been simply amazing with your technical expertise and thanks again for giving me the privilege to share this platform with you. 🙂

I hope the unit works great and stays healthy for a long time.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

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