printer not printing

[mickstephenson]

my printer will not print a document or photo but will print a congratulations page after a reinstall and a test page. uninstalled software and reinstalled but will only print the 2 above mentioned pages. this is the second printer i have had under the warranty and wish i hadnt bothered with the firstone. causing too much stress

[Roopa-S · Accepted solution]

@mickstephenson

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 out 🙂

There are a few details from your end that can really help me solve this issue for you. Please provide me the following information:

What is the operating system version installed on your PC?

Do you get any error message?

Meanwhile, try using HP Print and Scan Doctor (Windows) : Click here

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!

[mickstephenson]

im using windows 10 and error message is "printer in error state

[Roopa-S]

@mickstephenson

Thank you for replying, I appreciate your time and efforts.

To diagnose this issue, try to copy a document. If the copy works fine, try the steps below: 

1: Use HP Print and Scan Doctor:  Click here

2: Try printing using the HP Smart App : Click here

If copy does not work, try printer reset:

Turn on the printer.
Wait until the printer is idle and silent before you continue.
Disconnect the USB cable from the rear of the printer. If your printer has a network or wireless connection, leave it connected.
Remove the ink cartridges from the printer.
With the printer turned on, disconnect the power cord from the rear of the printer and from the wall outlet or power strip.
Wait at least 60 seconds.
Plug the power cord back into the wall outlet.
   NOTE: HP recommends connecting the printer power cord directly to a wall outlet.
 Reconnect the power cord to the rear of the printer.
Turn on the printer, if it does not automatically turn on.
The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
Reinsert the ink cartridges, and then close the ink cartridge access door.
If you receive a prompt to print a calibration page, do so.
If you disconnected the USB cable, reconnect it to the rear of the printer.
Try to print.

If issue persists, let me know if there is any error message on the printer after the reset.
 

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!

[mickstephenson]

 has started working after using scan dr a few times

[Roopa-S]

@mickstephenson

Thanks for letting me know, if you need anything further please don't hesitate to reach out to us here.

Have a great day!