OfficeJet Pro 7740 says it is printing, but it isn't

[Karmil]

Are there any solutions to this problem you can provide or please escalate for me as well?  I had no problem using this printer for several weeks and now it just wont print anything from me or my co-worker.  I have tried every diagnostic, fix, etc. that I can find.  Please help.

[The_Fossette]

@Karmil,

Welcome to the HP Support Community!

I assure you I will try my best to get this sorted.

In order that I may provide you with an accurate solution, I will need a few more details and I would appreciate if you could, perhaps elaborate on your concern.

• What is the exact model for your printer?
• What is the operating system you are using?
• What is the exact issue you are facing?
• Have you performed any troubleshooting steps before posting?

Look forward to hearing from you and you have a great day!

Take care.

Cheers!

[Karmil]

Printer model: HP OfficeJet Pro 7740 Series

Operating System:   Windows 10, v1909, OS Build 18363.900

Printing Issue:  My PC is communicating with the printer, but the printer just shows a circle and “Printing” in the printer dialog box. In my print queue status, it says “Error-Sent to Printer”

Troubleshooting steps:

• Uninstalled and re-installed the printer multiple times
• Uninstalled and re-installed the HP Smart app multiple times
• Unplugged the printer
• Run HP Print & Scan doctor tool
• Run Windows troubleshooting tool
• Searched the HP Community for an answer
• Connected via a USB wired connection instead of wireless – same issue
• Pretty much anything I could think of

Other info:

• There are two printers of this model in my office.  Let’s call mine Printer A and my colleague’s Printer B
• I can connect to, print, and scan to Printer B through our local network
• I have an HP Envy 4500 Series at home so that printer is also installed on my PC
• The HP Envy 4500 uses HP Scan & Capture, which is installed on my PC
• I can Scan from Printer A if I use HP Scan & Capture but not using the Scan function on the Printer dialog box or the Scan function on the HP Smart App

[The_Fossette]

@Karmil,

Thank you for the information.

Let's root uninstall the printer and then install the printer using the printer IP address. 

Here is how it is done.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Restart the PC

Add the printer using IP address -

1. Select “Start” and type “printers” in the search box.

2. Choose “Printers & scanners“.

3. Select “Add a printer or scanner“.

4. Wait for the “The printer that I want isn’t listed” option to appear, then select it.

5. Select “Add a printer using a TCP/IP address or hostname” , then select “Next“.

6. Select “TCP/IP Device” in the “Device type” list.

7. Type the hostname or the IP address of the printer. Select “Next“. To find the IP address of the printer, touch the Wi-Fi icon on the printer's control panel. 

8. Windows should find the printer if the printer is on and configured correctly. You may have to specify more information. If prompted, Select the type of network adapter installed in the printer in the “Device Type” drop-down list. You can also click “Custom” to specify custom settings for the network printer. Select “Next“

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[Karmil]

Your instructions were a bit unclear in the following way: 

There is no “Programs and Features” – there is “Apps & Features” and “Add or remove programs”.  They both take me to the same place, “Apps & features”.  I’m only able to uninstall the HP Smart app.  Printers aren’t listed there.

There is no “Devices and printers” under Windows search.  There is “Printers & Scanners”

I know Microsoft changes things all the time, so not a criticism.  Just driving for clarity.

Here is what I did:

1. Uninstalled HP Smart app using Apps & Features
2. Removed device from Printers & Scanners
3. Removed the following drivers
   1. HP OfficeJet Pro 7740 series PCL-3
   2. hpygid20_v4.inf (x64)
   3. Driver HP 98335 
   4. HP PCL3 A-size Printer Class Driver
4. Reinstalled the printer using TCP/IP address
5. Printed test page – FAILED
6. Installed HP Officejet Pro 7740 Firmware Update
7. Printed test page – FAILED
8. HP OfficeJet Pro 7740 Wide Format All-in-One Print and Scan Driver and Accessories
9. Printed test page – FAILED
10. Ran HP Print & Scan Doctor again
11. STILL FAILED

I’m having the same problem no matter what I do.  The PC is communicating with the printer, the printer is receiving the info, it does some kind of action as in I can hear it making noise, but it won’t complete the print job.  It just continues to show “Printing” in the dialog box.

I'm beginning to think it's a hardware problem but I still have no idea how to resolve.

[Kumar0307]

@Karmil

Thank you for the detailed response.

• Try making a standalone copy and check if that works. By this, we can conclude if this is a hardware or a driver issue.
• Have you tried connecting the printer using a USB cable and check if it works?

Let us check the connectivity between the printer and the PC:

1. Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
2. Type the IP address at the top of your web browser to obtain the printer EWS page on your computer.
3. If you get any security notification, click on show details/advanced and 'proceed to this website'.
4. Try printing a test page. 

Let me know how this goes.