Print jobs get stuck in queue, "printer in error state", wireless or USB. Prints fine from mobile.

[John_NZ]

Hi community

I have a brand new HP Deskjet 3720 that I can't print to, from a Windows 10 laptop.

In Wireless setup it doesn't print at all, I just get a "printer is in error state" message.

In USB setup it prints one page of a first document, and then returns "error" and the rest of the queue gets stuck.

BUT it has no problem printing the diagnostics page directly from the app. And it prints wirelessly from my android mobile phone with a problem too.

I know the laptop should be fine because I've previously printed from it over USB to an old HP DeskJet 840c, and wirelessly to a Canon ts5060. 

What I've done so far:

• Removed drivers for previous printers
• Run the Doctor troubleshooter, twice
• Enabled device sharing
• Removed, reinstalled and updated the drivers
• Stopped the Spooler service, cleared the SPOOLER folder and restarted

Anyone has any ideas? Thank you!

[KrazyToad]

@John_NZ

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 Link: https://support.hp.com/gb-en/drivers/selfservice/hp-deskjet-3700-all-in-one-printer-series/8954253/m... and follow the onscreen instructions

Thank you

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.

[JessikaV]

Hello,

Resolve print jobs stuck in the print queue (Windows)

Troubleshoot print jobs stuck in the queue with your Windows computer.

Use HP Print and Scan Doctor (Windows)

Use HP Print and Scan Doctor on your Windows computer to help diagnose and fix printing and scanning issues.

1. Make sure paper is loaded in the main tray, and then turn on the printer.

2. Download HP Print and Scan Doctor, and then follow the prompts to install and open the tool.

3. On the welcome screen, click Start to select your printer and run the diagnostic.

4. If your printer is not found, click My product is not listed, and then follow the instructions to troubleshoot the connection.

Reset the Windows printing environment

Stop the print spooler, delete print job files, and then restart the computer and the printer.

1. Turn off the printer, and then unplug the power cord.

2. In Windows, search for and open Services.

3. In the Services window, right-click Print Spooler, and then click Stop.

   

4. After the Print Spooler stops, close the Services window.

5. In Windows, open File Explorer.

6. Browse to C: > Windows > System 32 > spool > PRINTERS.

7. Delete all files in the PRINTERS folder.

8. Shut down your computer.

9. Reconnect the power cord to the printer, and then turn it on.

10. Turn on the computer.

Uninstall HP print driver and use HP Smart (Windows)

Uninstall the HP print driver and install and use HP Smart on a Windows computer.

1. Disconnect any USB cables from the printer.

2. In Windows, search for and open Add or remove programs.

3. Look for your HP printer name in the list of programs.

   • If you find your printer, click the printer name, and then click Uninstall.

   • If you do not find your printer, search for and open Printers & scanners, click your printer, and then click Remove device.

4. If a User Account Control message displays, click Yes.

5. Follow the instructions to complete the software removal, and then restart the computer.

6. Go to 123.hp.com to download and install HP Smart.

Install the HP Smart app

Get the HP Smart app for Android, Apple iOS or iPadOS, Windows, and Mac.

1. Download the HP Smart app from 123.hp.com (Android, Apple iOS, iPadOS), HP Smart - Microsoft Store (Windows), or HP Smart - Mac App Store (Mac).

   NOTE: Having trouble downloading the app? Go to Unable to download and install the HP Smart printer app for more information.

2. If you are setting up HP Smart for the first time, you must create or sign in to an HP account to access all printer functions.

   JessikaV
   HP Support Community Administrator