Printer won't even print internal reports

[elkinjnj]

Printer was working fine. Black cartridge ran out of ink and I replaced it. Printer turns on and behaves normally. When I submit a print job, it spools correctly and the printer receives it (it shows in the print jobs with the status of - printing). Eventually Windows times out and gives an "Error - Printing" message in the queue, however, the printer still says it is printing. This will continue indefinitely (I've given it several hours to print 6 pages).

I tried all the usual fixes: Print and Scan Doctor 5.7.0, Completely removed printer from Windows and rebooted while restoring printer to factory defaults.

Finally, I tried this: Restored factory defaults, shut down WiFi and removed USB cable - so the printer is absolutely stand-alone. Then I tried to get any of the internal reports to print. I could only get Printer Status Report and Print Quality Diagnostics Page to print. All others behaved as above.

Printer is usually connected via USB port.

[rachelgomez1619]

Below are a few solutions you may want to walk through in order to try to fix your HP printer issues.

Solution 1 : Check Printer Status
Solution 2 : Cancel Print Jobs for your HP
Solution 3 : Set HP Printer to Default
Solution 4 : Basic HP Printer Troubleshooting
Solution 5 : Update HP Printer Driver (Recommended)

This may help you,

Rachel Gomez

[elkinjnj]

My original question included most of those suggestions. I have worked in IT since the 80's. I know my way around trouble shooting hardware. Please give me an answer that shows me how well you read my question.

[Anand_Andy]

Hi @elkinjnj,

Welcome to the HP Support Community

I understand you are facing an issue with your HP OfficeJet Pro 8710 All-In-One Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist you better:

• Are you able to make a copy fine?
• How far is the printer located from the WiFi router?
• Do you have a dual-band router?
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both networks.

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the below steps to resolve the issue.

Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

1. Download HP Print and Scan Doctor.
2. Run HPPSdr.exe from the download location on your computer.
3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
   • If your printer in not in the list, turn it off and on, and then click Retry.
   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.
4. If a screen prompts you to turn on printer updates, click Yes.
5. If a screen prompts you to make your printer the default printer, click Yes.

Set a manual IP-

To set a manual IP and try the steps below -

--->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP

--->then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 

--->go to wireless ---> wireless 802.11---> select manual ip ---> apply

--->Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.  

--->then go to settings on the main ews page --> power management ---> select sleep mode to max 15min

Connect the printer to TCP/IP port

 --->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

a. Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.

b.    Select Add Port.  Select Standard TCP/IP Port.  Select New Port.

c.    Follow the Add Port Wizard.  Under Printer Name or IP Address. Example:  192.168.1.15.  The IP address will be copied under Port Name.  

d.    Select Next and Finish the Wizard.

Hope this helps! Keep me posted. 

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!