printed files remain in queue with status of printing for 5 minutes after printing is complete

[bobm1000]

I have an Officejet Pro 8610 that is on a home network with several windows 10 home workstations.  When printing to this printer the document will print but remains in the queue with a status of printing for about 5 minutes.  If I attach the printer directly to one of the workstations it works as expected (file prints and disappears from the queue immediately).

The problem happens in either network mode (wireless or ethernet connection to router).

I have removed the driver for the printer, rebooted, reinstalled the driver, rebooted and still has the same problem.  It seems to me that the printer is not communicating with the workstation that it has completed printing ...

Any help would be appreciated as I have to wait 5 minutes between printing documents.

[Rainbow23]

Hi @bobm1000,

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 that the print job stays in the print queue for about 5 minutes after printing from your HP Officejet Pro 8610 e-All-in-One Printer.

This issue could occur if the print queue is not refreshing.

Let's go through a few steps to troubleshoot this issue.

1. Press the Windows key and the X key on the keyboard at the same time.

2. Click Control Panel in the list.

3. Click System and Security.

4. Select Administrative Tools.

5. Double-Click Services.

6. Using the scroll bar on the right side of the window, navigate to Print Spooler.

7. On the left-hand side of the window in blue the options Start, Stop, and Restart may show. Click Start if available, then Restart.

Note: If the service is not running then Start will show instead of Stop and vice versa.

8. Close the window and restart the computer.

You may also check the step by step guide in the link: Print Jobs Stuck in Print Queue

Let me know how this works.

You have a good day ahead.

[bobm1000]

Thanks for responding.

I had already tried restarting the print spooler but I tried it again just for fun ... problem still exists.

I also had tried all of the steps in the troubleshooting guide mentioned but again tried them again in case I missed something ... problem still exists.

I should make it clear that the files are not "stuck" in the queue ... they disappear after about 5 minutes.  And this only happens when printing over a network.  When I directly connect the printer to the workstation the print file disappears as soon as the printer starts printing.

Any more suggestions?

Bob

[Chimney_83]

Greetings @bobm1000, I am the @Chimney_83. It looks like you were interacting with @Rainbow23, but he is out of the office today so I'll take over from here.

Thanks for the reply and trying the suggested steps. 

Recommend you connect the printer to your computer using a USB cable. 

Visit www.hp.com/drivers and enter the printer model you are using. 

Download and install the firmware update on your printer. (USB connection)

Once the firmware update is done, check if the issue is resolved. 

If the issue persists, follow the procedure mentioned below to remove the printer software and settings completely. 

Once removed, configure the printer using Windows built-in drivers and check. 

Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)

Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)

Go to devices and printers, select any printer listed there and you will get some options on the top. 

Click on print server properties. 

You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there, if any.

Delete all the instances of your printer listed in devices and printers.

Restart the PC.

Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 

Type %temp% in the run box and click Ok or hit the Enter button.

It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).

If possible, delete the printer from the registries using Regedit or using any other 3rd party application.

Restart the PC again. 

Power on and connect the printer to your computer using a USB cable. 

Refer to this HP Article and configure the printer using Windows built-in drivers. 

Let me know if this helped. 

[bobm1000]

Thanks for the suggestions but unfortunately they did  not work.

I had already updated the firmware in my previous attempts to fix the problem.  So the installer would not let me install (see below)

I did the additional steps (and added a couple of things to be absolutely sure).  After I removed the printer I recycled the print spooler service as they still had a lock on some of the printer attributes.  As this  is my only HP device I also removed all HP software from the workstation.

When I printed through the usb connection the file printed and immediately left the queue.

I then removed the usb printer and installed the printer through the wireless network.  When I printed through the network the file printed immediately but took 5 minutes to clear from the queue.  See below:

   

Notice the time of 11:27 vs. the system time of 11:31.

Any other ideas?

[Chimney_83]

Thanks for the reply, trying the suggested steps and providing screenshots. Glad to hear that you are able to print fine now. But the print job stays in the print queue for longer, is that right?

Found this Article from Microsoft, which recommends checking the Bidirectional settings in the Ports tab on Printer properties. 

Note: the Article for a different OS and printer, but will apply to Windows 10 and your printer. 

Open printers and scanners from the settings under the Windows menu.

Click on your printer in Printers and Scanner and select Manage.

Click on Printer properties. 

That would bring up a new window which will have a tab for Ports.

Click on ports and towards the bottom, you will have an option to select "Enable Bidirectional Support".

Change the setting and check. (if checked, uncheck it, if unchecked check it.)

Let me know if this helped. 

[bobm1000]

Thanks for your reply.  Yes I still have the original problem with files staying in the print queue for 5 minutes after printing.  This blocks me from printing another document during those 5 minutes.

I had already tried the bi-directional printing check box ... tried it again just now in both checked and unchecked mode.  Both settings exhibited the same problem with the print queue.

Any more ideas?

[bobm1000]

OK ... not what I wanted to do because I want this printer set up the way windows and HP intended ... but ... I removed the printer, found its IP address, and installed the printer with a tCP/ip address ... printing worked and the file immediately disappeared.

So, there is something happening with the web services interface between the printer and the workstation ... does this give you any ideas of what the problem might be?

I don't consider this issue resolved as this ip address is dynamic and will get reset when the router is reset or possibly if the printer is power cycled ... am I correct?

[Chimney_83]

Thanks for the reply and trying the suggested steps. 

Did you try to configure the printer using Windows built-in drivers are suggested earlier?

To resolve the issue you are facing, follow the procedure mentioned below to assign a manual IP Address to the printer so that the IP does not change even after restarting your router. 

• As you already have the IP address of the printer.
• Enter the IP address on the web browser (Ex: chrome, IE) to enter the printer EWS page.
• Go to the “Network” tab, click on “Wireless (802.11) then click on “Network address (IPV4)
• Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
• Click on the radio button which says “Manual DNS server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

This should resolve the issue you are facing. 

Let me know if this helped. 

[bobm1000 · Accepted solution]

Thank you for the information on setting a static ip ... that helps.

Yes I did try windows built-in drivers ... unfortunately, you lose the HP Printer Assistant in the process.

Also, when using the static ip address for the printer I seemed to lose the capability to scan from that printer.

But I think I have come  up with an acceptable solution:

I removed the printer and started over.

I installed the printer over the network using the HP drivers and software package.  This left me with a printer/scanner with the original print queue issue.  But this does give me the HP Printer Assistant and the ability to scan.

I then installed the printer again using the static ip address and made that my default printer.  This left me with a printer (no scanner) with the queue issue resolved.  By leaving this as my default printer I will be using this to print avoiding the queue issue.

Bottom line is that I have two pointers to the same device.  One for printing and one for scanning.  Life is good!

The original problem still exists but I have an acceptable workaround for the problem.  As a former support manager, I am sure that allows you to declare victory on this issue.  Thank you.

However, if you are curious and want to try to get to the bottom of why the original problem occured, I am available as a reproducible case and would be happy to try other things.