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Tananis
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Message 1 of 4
81
Flag Post

Printer acts as if printing, clears queue, doesn't actually print!

‎08-22-2020 07:46 PM

HP Recommended
Product: ENVY D410 CN517A

This one is stumping me!

The printer network and other self-diagnoses, and cleaning protocols are all fine/done.  Print from software (Word, Acrobat).  Goes to queue, wakes printer, slider opens, screen on, time passes (no noises, no paper load, no error messages), then the queue clears and the printer returns to a waiting stance.  Nothing actually printed.  I've tried everything!!  HELP!!  Thanks ahead of time!

Cindy

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sandytechy20
HP Support Agent
HP Support Agent
23,930 23,821 1,318 1,403
Message 2 of 4
Flag Post

‎08-25-2020 01:42 PM

HP Recommended

@Tananis

 

Welcome to the HP support community.

 

Which operating system is installed on the computer to which this printer is connected?

Sandytechy20
I am an HP Employee

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Tananis
Author
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Message 3 of 4
Flag Post

‎08-25-2020 07:20 PM

HP Recommended

MacOS Catalina on a Mac Air laptop. 
thanks!

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TEJ1602
HP Support Agent
HP Support Agent
15,201 15,179 1,187 1,173
Message 4 of 4
Flag Post

‎08-26-2020 01:46 PM

HP Recommended

@Tananis, Welcome to HP Support Community!

 

First, let us check the connectivity-

  • Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
  • What is the distance between the router and the printer?
  • Is there any antivirus software installed on your computer?
  • Could you perform a ping test using the Mac Network Utility and let me know the results?

Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

 

Keep me posted.

TEJ1602
I am an HP Employee

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