Printer stops part way through a job

[Piran]

I have a new 8718 printer and everything seems fine except:

When printing a document of more than a few pages it aborts the job part way through - often in the middle of a page.

For example I have a document I'm trying to print which is 6 sheets of double sided printing. If I print he document it will abort part way through the last sheet. However if I print it as two jobs of 3 sheets then it is fine.

I have tried multiple documents from multiple machines (on windows 10 and 7, Os's) and all show the same symptom.

Any suggestions ?

[DavidSMP]

Hi @Piran,

Thanks for taking an interest in the HP Support Forums. After reading your post I see that you require assistance with printing stopping midway when many pages are involved. It will be a delight to assist you here.

Superb analysis and brilliant diagnosis of the issue before posting. Kudos to you on that score. 🙂

For better clarity and to assist you better I would require more information regarding this.

• Did this happen after a software or Windows update?
• Did you try running print and scan doctor and check if that fixes the issue?

For now please try these steps:

• Please run the print and scan doctor from here  http://hp.care/2syjvp6; and check if it fixes the issue.

If it does not try these steps:

• Press “Windows key” + “r” to get the “Run” window.
• Type "services.msc" to get Services – Go to “Print spooler” – Right-click and “Stop” the service.
• Now again open "Run" - Type “spool” and ok - Go to PRINTERS folder - delete everything in that folder.
• Go to services again - Start the print spooler.
• Now check for issue resolution.

If the problem continues, please uninstall and reinstall the printer software:

• First, unplug the USB cable from the printer, if present.
• Go to Control panel – Programs and feature – Select all the HP Photosmart printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.

Now click http://hp.care/2iSSsOW to download and install the software.

Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

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. 🙂

Let me know how it goes and you have a great day!

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. 🙂

[Piran]

Thanks for this.

It's a new printer, so this is a new install.

I have tried the print and scan doctor and it finds no issues

I have tried this from 3 different machines (2 windows 10 and a windows 7) and they all have the same problem even after reboot.

I can try resetting the drivers on one machine but given it's the same from multiple machines then I'm inlined to think it won't help.

Small jobs print fine it's only a problem with larger jobs which feels like potentially a memory or caching problem.

BTW it's on the network so I'm not using a USB cable, but can try that to see if it changes the behaviour.

[Piran]

There are no HP photosmart entries in the apps - I suspect that of the 7 entries under HP you meant the "HP Officejet Pro 8710 Basic Device Software"

[Chimney_83]

Greetings @Piran, I am the @Chimney_83. It looks like you were interacting with @DavidSMP, but he is out of the office today so I'll take over from here.

Recommend you follow the procedure mentioned below to assign a manual IP address and check. 

• Obtain the IP address of the printer (which can found by pressing the “wireless” icon on the printer control panel)
• Enter the IP address on the web browser (Ex: chrome, IE) to enter the printer EWS page.
• Go to the “Network” tab, click on “Wireless (802.11) then click on “Network address (IPV4)
• Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
• Click on the radio button which says “Manual DNS server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

This should resolve the issue you are facing. 

Note: HP Printers do not work or connect to 5Ghz networks. If you are using a dual band router, please give different names to 2.4Ghz and 5Ghz networks and connect the printer to the 2.4Ghz network.

Let me know if this helped. 

[Piran]

Thanks for trying. I'm using wired connection so the wireless issues shouldn't be a problem.

Have just tried again using static IP and the google DNS and of the 12 sides I got 9 that were fine. 1 that stopped 2/3 of the way through and 2 blank sides. In other words: no change

I've now lost so many pages through this problem that I'm running out of instantink allowance... 😞

[Chimney_83]

Thanks for the reply, recommend you uninstall the printer software again on your computer by following the procedure mentioned below. 

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, ignore them).

If possible, delete the printer from the registries using Regedit or using any other 3rd party application.

Restart the PC again. 

Follow the procedure mentioned in this HP Article to configure the printer using Windows built-in drivers and check.

To resolve any issue with Instant ink account, I would be sending you a private message requesting your Instant ink account details. 

The reason for requesting information in a private message is to protect your account and privacy.

Let me know if this helped.