Troubleshooting hasn't worked my printer still won't print

[Jon3704]

I can't print.  I troubleshot twice and nothing prints. Doc stays in Queue. 

[Nal_NR]

Hi @Jon3704,

Welcome to the HP Support Community. 

I'd be happy to help you! 

If your HP OfficeJet Pro 9125e is not printing, and the documents remain stuck in the print queue despite troubleshooting, here are some steps to help resolve the issue:

1. Restart Printer and PC:

• Steps:
  1. Turn off your printer, wait for about 30 seconds, and turn it back on.
  2. Restart your computer to refresh the connection between the devices.

2. Clear the Print Queue:

• Sometimes, a stuck document in the queue can block all other print jobs.
• Steps:
  1. Open the Control Panel and go to Devices and Printers.
  2. Right-click on your HP OfficeJet Pro 9125e and select See what's printing.
  3. In the print queue window, click Printer and select Cancel All Documents.
  4. Confirm the action and wait for the queue to clear.
  5. Try printing a new document.

3. Check Printer Status:

• Steps:
  1. Ensure the printer is Online.
  2. If the printer is Offline, right-click on the printer in Devices and Printers, and select Use Printer Online.
  3. Make sure the printer is set as the Default Printer.

4. Restart the Print Spooler Service:

• The Print Spooler is a service that manages print jobs. Restarting it can often resolve issues with stuck jobs.
• Steps:
  1. Press Windows + R, type services.msc, and press Enter.
  2. Scroll down to Print Spooler.
  3. Right-click on Print Spooler and select Restart.
  4. After restarting the service, try printing again.

5. Check Printer Connection:

• Ensure the printer is properly connected to your computer.
• Wi-Fi Connection:
  • Ensure that the printer and your computer are on the same Wi-Fi network.
• USB Connection:
  • If using a USB cable, ensure it is securely connected.

Please find the remaining steps in the next post.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @Jon3704,

Please find the next steps below.

6. Update Printer Drivers:

• Outdated or corrupted printer drivers can cause issues.
• Steps:
  1. Visit the HP Support website.
  2. Search for your printer model and download the latest drivers for your operating system.
  3. Install the drivers and restart your computer.

7. Reinstall the Printer:

• If the problem persists, try uninstalling and reinstalling the printer.
• Steps:
  1. Go to Settings > Devices > Printers & Scanners.
  2. Select your printer and click Remove device.
  3. Restart your computer.
  4. Reinstall the printer using the latest drivers from the HP website.

8. Check for Windows Updates:

• Ensure your Windows operating system is up to date.
• Steps:
  1. Go to Settings > Windows Update.
  2. Check for updates and install any available updates.

9. Use HP Print and Scan Doctor:

• This is a diagnostic tool from HP that can automatically fix common printing issues.
• Steps:
  1. Download and run the HP Print and Scan Doctor.
  2. Follow the on-screen instructions to diagnose and resolve issues with your printer.

10. Test Printing from Another Device:

• Try printing from another device (like a different PC or mobile device) to see if the issue is specific to your computer.

If after following these steps the problem persists, there may be a more significant issue with the printer or the system configuration. In that case, contacting HP phone support for further assistance would be advisable.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.