This document will hang the printer or make it print garbage

[Jan_64]

When I print one document on my HP OfficeJet Pro 6970 will not print it.

I don't get an error, the display just says processing...

Sometime I get one blank page, sometimes nothing and sometimes even (after a few minutes) a page filled with garbage...

I have no problems with other documents.

Who can help me? And how can I attach the document to this post?

[A4Apollo]

Hi! @Jan_64, Welcome to HP Forums, this is a great place to get support, find answers and tips.

Thank you for posting your query, I'll be more than glad to help you.

I understand you have issues printing from your printer and the print job gets stuck in the print queue.

Don't worry I'll try to help you out.

Did you make any changes to your printer?

Does the issue persist when you make a copy from your printer?

Have you tried printing from a different application?

Try the steps recommended below.

1. Make sure the power cord is firmly connected to the printer, the wall outlet, and the power adaptor if your printer came with one.

   

2. Look at the Power button located on the printer. If it is not lit, the printer is turned off. Press the Power button to turn on the printer.

   NOTE: If the printer is not receiving electrical power, connect it to another power outlet.

3. Turn off the printer.
4. Disconnect the power cord from the rear of the printer.
5. Unplug the power cord from the wall outlet.
6. Wait at least 60 seconds.
7. Plug the power cord back into the wall outlet.
8. Reconnect the power cord to the rear of the printer.
9. If the printer does not turn on by itself, press the Power button to turn on the printer.
10. Try using your printer again.

Whenever a print job is sent to the printer a file is created in Windows. Sometimes these files become corrupt and cause problems. To properly reset your printing environment, delete these print job files manually.
If you have any work open in the software you printing from, save your work. Your current print jobs will be lost and will need to be printed again later.
Click on Start menu to open search or press +S on your keyboard.
Type services.msc in the search box and press the enter key
Select Print Spooler from the services list.
Click Restart the service or click the restart button.
Try printing again

If the copy is working fine try the steps recommended below try the steps recommended below.

Try uninstalling the printer software from the root level and install the full feature printer software and check if it helps.

In Windows, search for and open Programs and Features.

Select your HP printer.

Select Uninstall.

In Windows, search for and open Devices and Printers.

In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”

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

Type printui.exe /s and click OK.

Click on Drivers tab.

Look for HP Printer driver. If you see it click on it and click remove at the bottom.

Select OK.

Select Apply and OK on the Print Server Properties windows.

Close Devices and Printers.

Update the full feature printer software using this link. Click Here

Also, you can try installing windows built-in drivers and check if it helps.

Update the printer drivers using windows built-in drivers. Click Here

If the issue still persists try running print and scan doctor on your PC.

Refer this article to know more information about using print and scan doctor. Click Here

Refer this guided troubleshoot to further troubleshoot print job stuck in the print queue. Click Here

Let me know if this helps!

Have a wonderful day ahead! 🙂

Please click “Accept as 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!

[Jan_64]

Thanks for the reply MrRobot.

My actual question was: How can I upload a document so someone can test it on exactly the same printer as mine. Since I beleive that there is something with the document that makes the printer choke...

Anyways, this is what I have done to try to solve the probleme so far:

- I didn't make any changes to the printer.

- Copying, scanning, printing functions for any other document I tried except for this one document.

- It's a MS Word document, so it's kind of difficult to print it from within an other application...

- The printer is powered down completely as described and the problem persists for this specific document only.

- It's not a problem with the printer spooler because when I cancel the document, other documents in the queue are printer as desired.

I haven't had the time to check if reinstalling software or drivers solves the problem.

I will do this and get back here later but would prefer to upload my document so someone else with the same printer can check if it's actually the document that is causing the problem.

Regards,

Jan.

[A4Apollo]

@Jan_64, Thanks for your quick response and time.

I appriciate your efforts for writing back to us.

As you need to know how to send the document to test from a different printer.

Please upload the file to google drive and share the link with us, so we can test it on our printer.

Also, please try uninstalling and reinstalling the drivers as suggested in my previous post to isolate the issue.

Hope to hear from you soon!

Take Care! 🙂

Please click “Accept as 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!

[Jan_64]

Hi MrRobot,

Unfortunately None of the others suggestions worked for me.

I'm printing it double sided, by the way.

The printer spits out an empty page after several minutes and the print job stays in the printqueue in error.

Here's a link to the document

https://drive.google.com/open?id=1FGeEDgc4AN_ff5PMV-ZG15HF4nb8j8NT

Hope you can figure it out...

Jan.

[sandytechy20]

@Jan_64

I see that you were interacting with @MrRobot. I'd like to help.

I am sending you a private message. Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

Cheers.

[Jan_64]

My conversation with MrRobot was going wel so far.

I would prefer to solve this problem here so others can benefit from the solution and how we came to it.

Has someone been able to print the document or figure out what is wrong with it?

[A4Apollo]

@Jan_64, Thanks for your prompt response and time.

I appriciate your efforts for writing back to us.

As you mentioned the issue still persists after trying out the steps.

It looks like a print spooler issue, please try the steps recommended below and check if it helps.

Delete job files and restart the print spooler

Whenever a print job is sent to the printer a file is created in Windows. Sometimes these files become corrupt and cause problems. To properly reset your printing environment, delete these print job files manually and restart both the computer and the printer.

NOTE: 

Restarting PC or the printer spooler cancels all the jobs from other printer as well, so make sure all the printers installed in the PC are idle or wait for them to complete the printing.

1. Turn off the printer using the power button.

2. Search Windows for run, and click the Run Windows application in the list of results.

3. Type services.msc in the Run window, and then press Enter on the keyboard.

   The Services menu opens.

4. Right-click Print Spooler and select Stop.

   Figure : Example of stop selection for Print Spooler Service

   

5. After the service has been stopped, close the service window and use Windows Explorer to browse to C:\Windows\System32\Spool\PRINTERS.

6. Delete all files inside the PRINTERS folder.

7. Restart your computer.

8. Turn on your printer.

9. Try printing again and note what happens.

Let me know if this helps!

Take Care! 🙂

Please click “Accept as 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!

[Jan_64]

Clearing the printqueue is something I already tried several times manualy. The HP print and scan doctor also does this.

It only clears the printqueue. But that is not the problem. I can also achieve this by canceling the print job...

Has anyone tried to print the document?

I have read elsewhere that the use of certain fonts could cause this problem.

Can anyone here confirm this?

[A4Apollo]

@Jan_64, thanks for your quick response and time again.

I appriciate your efforts for trying out the steps.

Does the issue persist when you check the print preview?

Have you tried checking with a different application? Does the issue persist?

Try updating the printer firmware and check if it helps.

Update the printer firmware using this link. Click Here

Also, try the steps recommended below.

Method 1: Use Actual Page Mode
On the Reading Layout toolbar, click
Actual Page.
 

Method 2: Change Compatibility Settings
To change the compatibility settings for the document, follow these steps:
In Word 2003, open the document.
On the Tools menu, click
Options.
On the Compatibility tab, change the
Recommended options for box to Microsoft Word 2003, and then click OK.

Let me know if this helps!

Take Care! 🙂

Please click “Accept as 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!