Print jobs go to spool, then disappear

[Touch_3]

Hello,

Windows 10, 64 bit.  Fresh OS installation on a new computer.  I have installed the HP drivers for the Envy 4500, downloaded directly from the HP website.

When I attempt to print anything, the print job appear in the printer spool in Windows, then disappears as if it had been printed, but nothing is printed from the printer.

I have attempted to connect the printer wirelessly, and via USB cable.  With both connection types, the printer is found by the computer, but the result is the same; no prints.

I downloaded the HP Print and Scan doctor, and no problem was found.  I attempted to print a "test page" from this application, but no test page was printed.   I was able to print an "internal test page" page from the Print and Scan doctor, but even after this, no other print jobs are printing.  In all instances, from all applications, the print job appears in the spool, then disappears.

I have 2 other computers on my network that are both able to print to this printer.  One is a desktop connected via wire to the same router, and one is a laptop connected wirelessly.

When choosing Scan to Computer from the printer's menu, my new computer (the one that won't print) is displayed, and is able to receive scans.

Please help.  Thank you.

[sandytechy20]

@Touch_3

Welcome to the HP Forums. I would be happy to help you with your  HP Envy 4500 Printer. I understand that the print job disappears from the queue and you have already done some preliminary troubleshooting.

Don't worry though as I have a few steps to determine the issue and find a solution as well,

Download and run the HP Print and Scan Doctor.

Uninstall the HP driver and software.

Rename the HPBXPSRENDER.DLL file.

1. Right-click the Start button () or the lower left corner of the screen, click Search, and then type %windir%.

2. Double-click the System 32 folder, double-click the Spool folder, and then double-click the Drivers folder.

3. Double-click the x64 folder or the w32x86 folder, depending on your operating system, and then double-click the 3 folder.

4. Right-click the HPBXPSRENDER.DLL file, and then click Rename.

5. Delete the DLL suffix, type OLD in its place, and then press Enter. The file name now displays as HPBXPSRENDER.OLD.

6. When the "If you change the file name extension, the file might become unstable. Are you sure you want to change it?" message displays, click Yes.

7. Close the window.

Download and install the print driver.

Click here and refer the document to perform the above steps.

Let me know if that works.

Cheers.

[Touch_3]

Hello,

I followed the steps as outlined, but it has not made an impact.  Print jobs still go to the spool, then disappear.

[DavidSMP]

Hi @Touch_3,

I read through the post completely. You've displayed great technical skills, tremendous patience coupled with a fabulous attitude to try and resolve the issue. Kudos to you for a job well done. 🙂 It is greatly appreciated. As @sandytechy20 is out of office, I am taking over from here. 

Please follow these steps to uninstall and reinstall the drivers.

• 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.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again. 

Then download the latest full feature driver from http://hp.care/2tfOyDa and install it on the computer after selecting the correct operating system.

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

This should do the trick for you.

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 and have a blessed week ahead. 🙂

Cheers!

[Touch_3]

Hello,

I have followed all instructions given, including removing the printer from the registry, and I continue to experience the same error.

[Touch_3]

In case anybody else comes across this thread, the problem was eventually solved by an unknown resolution.  No attempted fix that I tried ever worked.  Eventually, I gave up on the idea of printing from this particular computer, as I was not interested in doing an OS reinstall at the time.

After a few months of ignoring the problem, I tried to print again, and it worked, as if nothing had ever been wrong.  I don't know if there was a firmware update or Windows update that fixed the issue.  I am sorry, to anybody still facing this issue, that I can't be more help.  I just wanted to come back and say something, since I hate finding threads like this with loose ends.