cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
  • ×
    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
Highlighted
New member
1 0 0 0
Message 1 of 6
193
Flag Post

my officejet 8720 wont print

HP Recommended
officejet 8720
macOS 10.14 Mojave

My OfficeJet Pro 8720 will not print! When I send something to the printer, it moves and sounds like it is going to print, but then the job hangs. When I look at the printer screen in 'Jobs' it says "Print' and underneath it says 'Printing' and the circle just continues to move but it never prints.  This happens when trying to print from several different computers.  I have tried many things...unplugging the printer (while on and while off), partial reset and semi-full reset.  I've also uninstalled and reinstalled it from my computer to no avail.  I've even tried initiating printing from the HP Smart app.  

 

I read that someone else had this same exact issue and was also not able to resolve it. Any new advice would be great. Yes I have done the troubleshooting thing several times. Nothing 

 

it also wont copy

5 REPLIES 5
Highlighted
HP Support Agent
HP Support Agent
5,545 5,517 322 358
Message 2 of 6
Flag Post
HP Recommended

Hi @casandraperez,

 

I'd like to help!

 

Let's try the below steps to see if that helps -

 

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

 

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

 

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

 

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

 

I'd like to know the following to isolate the issue further-

 

1.) Are the printer and Mac connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

4.) Is there an antivirus software installed on your Mac?

5.) Could you perform a ping test using the Mac Network Utility and let me know the results? Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

 

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

 

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.  Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems. 

 

Hope this helps! Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

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

Reply
0 Kudos
Highlighted
New member
1 1 0 0
Message 3 of 6
Flag Post
HP Recommended

I have the same issue, just popped up in the last day or 2.

Whether printing from phone via wifi or Mac using USB, jobs get sent to the printer but never print, just stuck in the job queue.

The one thing I could get to print was the Status Report from the printers' web page on the Mac. Nothing else seems to work.

 

Printer has latest firmware

Reply
0 Kudos
Highlighted
HP Support Agent
HP Support Agent
5,545 5,517 322 358
Message 4 of 6
Flag Post
HP Recommended

Hi @maccentricco,

 

I'd like to help!

 

 May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

 

Keep me posted. 

 

And, Welcome to the HP Support Community. 

 

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

Reply
0 Kudos
Highlighted
New member
1 1 0 0
Message 5 of 6
Flag Post
HP Recommended

I'm having this same problem. It won't even copy, so I know its not a wifi connection issue. Did a full reset, unplugged while on & off, reset the network connections, updated all the software and still nothing.  I have 2 businesses and 4 remote learning children, this is our 4th hp printer and didn't even last 3 years. Please help. 

Reply
0 Kudos
Highlighted
HP Support Agent
HP Support Agent
14,205 14,199 934 1,109
Message 6 of 6
Flag Post
HP Recommended

@Ericajs, Welcome to the HP Support Community!

 

Apologies for the inconvenience. If you are not able to make a copy, it means it is a hardware issue. Does it throw a blank paper? Let us try these steps:

 

Reset the printer

  1. With the printer turned on, disconnect the power cord from the rear of the printer.
  2. Wait at least 60 seconds.
  3. Reconnect the power cord to the rear of the printer.
  4. Turn ON the printer, if it does not automatically turn on.
  5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

 

Make sure the printer firmware is updated.

Go to Setup > Tools > Update the printer

 

Check the scanner bar functionality

 

Perform a visual test of the scanner mechanism to see if it is jammed.

  1. Remove any original documents or photos from the scanner glass.
  2. Lift the scanner lid slightly, and then press the Copy button or icon.

If the scanner light does not move or moves halfway or is not lit, the scanner mechanism is likely jammed/broken.

 

For more info on resolving print quality issues, refer to - Black or Color Ink Not Printing, Other Print Quality Issues

Perform steps 5, 1, and 7 respectively. Check the print quality page for any defects.

 

Hope this helps! Keep me posted. 

 

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!

Have a great day! 

KUMAR0307
I am an HP Employee

Reply
0 Kudos
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation