Problem with Office Jet Pro 8020e

[mwilliamson20]

Office Jet Pro 8020e. Most up to date driver and firmware. I am able to print documents from my cell phone but printing documents from my laptop has stopped working. Print jobs get stuck in que and I receive an error message stating printer unable to print document. I've checked pretty much everything and have run the diagnostics and it says the printer is good. Do I need to just uninstall completely and do a reinstall? 

[Dragon-Fur]

@mwilliamson20 

Welcome to the HP Community --

Sure, if a complete clearing of the print services and print queue do not fix the issues, then you can certainly uninstall / reinstall the full driver printer software.

References -

1. Printer Queue - Stuck, hung, stubborn, jobs disappear
2. Printer Software - uninstall / restart / install full printer driver software

Print Queue / Print Service Reset

After a print job has been accepted, it is turned over the Windows Print Services for completion.

When a job is "stuck in the queue", it is sometimes due to Print Services being stuck or otherwise “broken”.

If the job is accepted and quickly disappears, it is perhaps due to incorrect Temp folder permissions.

HP Printers - Print jobs stuck in print queue

Replacement for Print and Scan Doctor

Use Diagnose & Fix in HP Smart to repair common printing issues (Windows, macOS)

AND / OR

First, check that Windows Update does not need to install updates (or Restart)

Settings > Update and Security > Check for Updates

NOTE: If an update is already pending, install that update > Restart the computer and log in

Next…

If the current print job will not cancel or if a previous print job is stuck in the queue,

and

If the issue is due to Print Services being stuck / hung / corrupted,

• Stop Print Services
• Remove any files in the print queue folder(s)
• Restart the Print Service

------------------------------------------

Details > Manual Queue Reset

> > > Windows 10 / Windows 11 < < <

Windows Start > Search for “Services”

Optional > Right-Click and Pin to Start / Taskbar > Open Services App

> > > Windows 10 < < <

Control Panel > icon view > Administrative Tools > Services

Next,

Scroll down, find, Right-Click, and Stop Print Spooler Service

Open File Explorer (formally Windows Explorer)

Navigate to the PRNTERS folder

NOTE: Folder might be hidden.

C:\Windows\System32\spool\PRINTERS

OR

C:\Windows\System\spool\PRINTERS

Delete any files found in folder 

Start Print Spooler Service

=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=

Jobs in Print Queue Disappear

Temp Folder Permissions

If the print job is making its way to the print queue and then disappearing,

Check / Correct the folder permission(s)

Temp folder requires full permissions, including Read / Write, for current user

Check / add / edit permissions for user (current login) on Temp folders

C:\Windows\Temp

C:\Users\AccountName\AppData\Local\Temp

Print_Services_Print_Spooler_Temp_Folder_Permissions_3

====  ====  ====  ====  ====  ====

Windows

Printer - Full Feature Software

HP Full Feature Software / Full Driver printer software - supports printing and scanning from the web, printing in in other software and programs (for example, Word), and provides access to the full range of Printing Preferences / Shortcuts.  The full driver generally adds at one, possibly least one, possibly two shortcuts to the Desktop: Printer Assistant, HP Scan Assistant, and/or HP Scan.

NOTES:  

HP Scan is not installed if the printer does not support Scan.

The Printer Assistant is not installed if the type of full driver software does not support it.  If the printer model includes built-in Fax hardware, the software supports the setup and use of the Fax driver. No Sign-in required.

• Uninstall the full driver printer software from Programs and Features.
• If your printer includes a separate "help" in Programs and Features, uninstall that, too.
• Restart the computer and log in.
• If the printer is connected to the computer using a printer USB cable, remove / disconnect the cable before loading the software.

Details Page - Driver - For your Printer

>>> Full Feature Software - Web Pack Installation Package - Information - Download / Save / (then) Install <<<

HP Easy Start Printer Setup Software (Internet connection required for driver installation) 

If / When asked, opt for the Full Driver / Full Software to be installed.

If using a printer USB cable, connect the cable when asked to do so, near the end of the installation process.

After the software is installed, Restart the computer and sign in. 

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

The installation of the full driver generally adds at least one, possibly two shortcuts to the Desktop.

 Note:  Printer Assistant, HP Scan Assistant, and HP Scan are dependent on printer model and supported software options.

Printer Assistant 

HP Scan Assistant

HP Scan 

Printer Assistant shortcut > Tab Scan > Manage Scan to Computer > Enable

Or

HP Scan Assistant shortcut > Manage Scan to Computer > Enable

Example - Windows - Full Feature Software - Installed

Programs_and_Features_Printer_Desktop_Icons_13

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Alerts, Troubleshooting, Ink & Paper, HP Software / Drivers / Firmware Updates , Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

 Select a saved product from HP Account Dashboard

OR

HP OfficeJet 8020e All-in-One Printer series  

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[mwilliamson20]

Thank you for your reply. Apparently my issue was that the print jobs were being processed as fax jobs and not print jobs. I’m not sure why or how that exactly happened but once I deleted the fax option from the list of printers the problem was solved. Thanks again!

[Dragon-Fur]

@mwilliamson20 

You are welcome.

Yes, not having the printer selected as the current device can certainly mess up the submission.

Good catch.

If you reload your software for any reason and the pesky "fax" printer is added to the list, there are a couple of things you can do without having to remove the Fax queue from Devices and Printers.

= = = = = = = = = = = = = = = =

Preparation > Check / enable the printer as the “Default Printer”

Windows 11

Settings > Bluetooth & devices > Printers and scanners

Scroll down > Switch OFF Let Windows manage my default printer

Scroll up > Select (Left-Click) your printer from the list of printers > Set as Default

Windows 10

Settings > Devices > Printers and scanners

UNCHECK (clear box) Let Windows manage my default printer

Select (Left-Click) your printer from the list of printers > Manage > Set as Default

= = = = = = = = = = = = = = = =

and / or

Check / Select Destination - Printer / Queue - during current job configuration

During job submission, run a quick check to make sure your current job destination (printer) is selected.

One example -

HP Smart - Windows - Simple PDF Print

Printer List on the top left of the menu 

HP_Smart_Win_PDF_Print_9

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[mwilliamson20]

Thank you again! So the reason why I actually deleted the fax was because I would uncheck in the printer list and check the actual printer but it kept defaulting back to the fax. I think if I had done what you suggested about going in and unchecking let windows decide it probably would have solved the problem as well. I never fax so I’ll just leave it the way it is for now. I appreciate your replies and hopefully this will help out others.

[Dragon-Fur]

😎