Printer asleep or print queue stuck

[TonyT25]

Hi

Whenever I try to use my printer it is asleep, and sometimes the print queue is stuck.

HP Smart sometimes fixes it, and the scan doctor always fixes any issues.

However, is there a permenant solution?

It is really frustrating having this issue every time I want to print.

The issues have been going on for a couple of years (I am very patient) but have got fed up with it now

Tony

[Nal_NR]

Hi @TonyT25,

Welcome to the HP Support Community. 

I'd be happy to help you! 

I understand your frustration. 

Reset the Windows printing environment

• Stop the print spooler, delete print job files, and then restart the computer and the printer.
• Turn off the printer, and then unplug the power cord.
• In Windows, search for and open Services.
• In the Services window, right-click Print Spooler, and then click Stop.

• After the Print Spooler stops, close the Services window.
• In Windows, open File Explorer.
• Browse to C: > Windows > System 32 > spool > PRINTERS.
• Delete all files in the PRINTERS folder.
• Shut down your computer.
• Reconnect the power cord to the printer, and then turn it on.
• 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.
• Disconnect any USB cables from the printer.
• In Windows, search for and open Add or remove programs.
• 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.
• If a User Account Control message displays, click Yes.
• Follow the instructions to complete the software removal, and then restart the computer.
• Go to 123.hp.com to download and install HP Smart.

Click here for further assistance. 

Update Firmware. Click here

Hope this helps! Keep me posted for further assistance.
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[TonyT25]

Hi

I think this has worked, but will wait to see if the printer goes to sleep.

Couple of comments on the instructions

I followed the instructions from the email.  This was a bad idea, the version on the community forrum has helpful formating and the links work!

the system32/spool/ folder had resticted permissions so removed these.

Firmware update - got the message "not applicable", I assume my firmware is up to date.  Using firmware "HP Envy 6000 series"

I was not sure how to delete drivers.  Eventually deleted everything relevent in the "printers and scanners" section of "Devices".  Put could not delete HPB7DA7A (HP Envy 6000 series).  But got message “driver not available”

thanks

Tony

[TonyT25]

Been using it for a few days now

The printer still always starts up "asleep", and I need to use the HP Smart to wake it up.

A bit easier than before but not a full solution

Tony

[Nal_NR]

Hi @TonyT25 ,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

This might require one-on-one interaction to fix the issue via remote assistance. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[TonyT25]

Elohi

thanks for your help

Tony