printer won't stop printing!

[tlc7925]

The same print job keeps trying to print over and over. There is nothing showing in the print queue. We've tried turning it off and unplugging it, but every time we restart it just goes back to printing the same pages. I went in and restarted the print spooler and that didn't fix it either. It's wasting paper and it's very aggravating! Any ideas how I can fix this?

[Dragon-Fur · Accepted solution]

@tlc7925

The "job" is coming from somewhere - the printer is following those instructions.  When the printer is switched on, the printer accepts input and starts printing.  This part is normal process.

Consider removing most, or even all, paper from the tray.

Track down the offending "job".

If you do not recognize the content at all, the print job may be the result of someone else sending job(s) to your printer.

The usual offending "suspects" include:

1. Neighbors that have the wireless password to your network.
2. Neighbors or strangers printing to your printer and there is no password required to access the network.
3. A mobile device that is sending a job directly to the printer without interfacing with the computer.  This could be one of "your" devices or any local mobile device that has access to your wireless network.
4. An ePrint job - likely from someone who has figured out your printer's email address (and is not blocked from sending print jobs).
5. Print-Spam, possibly from a Printing virus / malware as described in the recent news on the subject of people having printers "hacked".  This access, too, is perhaps a result of lax security on your network.

If you feel the print job is coming from one of you own devices, Restart everything, including any computers, phones, printers, or mobile devices, and your router.   

1. Log out, switch off every device on the network.
2. Switch on the router, wait for it to completely boot > Switch on the computer and log in.
3. Switch on the printer - add a bit of paper to the tray, not more than (about) five sheets.
4. Check. 
5. Boot / Start devices (phones, mobile tablets) one at a time - check to see if the problem resurfaces after a particular device is booted.

If your printer has its own email address, log into your HP Connected account, check your printer Settings > Verify that only "allowed" senders have access (as opposed to setting = "Anyone").  

HP Connected Login

Check your security settings. 

Reinforce security by changing passwords on the router itself, on the router configuration for your wireless network, on your network devices (mandatory after you change the network wireless password), check router logs.

Extra bits...

If you (still) feel the print job is being processed by the computer, you can switch on the print service log and check the output.  This is a bit more work. 

Read the information below, then decide whether to proceed. 

Important:  If the effort seems more than that for which you have interest or patience, ignore the suggestion.

Print Queue Management - Set up "Save a print job to reprint later"

In general, you set up the method to keep the jobs in the queue ahead of time.  This method requires that your user base (those people submitting print jobs) do not sabotage the print queue by removing entries -- this is a matter determined by Policy in your workplace.  (In other words, you must have a modicum of control over what people are doing).

Control Panel > icon view > Devices and Printers >

Right-Click on your Printer > Printer Properties>

(If necessary) Change Properties > Tab Advanced >

Select Keep printed documents > Apply > OK

Track print jobs in Event Viewer

How you track down the print job action depends on how your software reports the incident in the Event Viewer, whether you have remote access to the computer(s) in your work group, and your skill level in garnering the information you seek (manual look-and-see or write a script to gather the reports).

For example,

Enable the job log

Windows key + X > Event Viewer

Event Viewer > Applications and Services Logs > Microsoft > Windows > 

Scroll down > PrintService > Right-Click Operational > Enable Log

Check the log for activity

Open the Event Viewer on the computer (from which the job was submitted

Open Applications and Services Logs > Microsoft > Windows >

scroll down, down > PrintService > Operational 

Check for print jobs

Sort the columns by "Task Category" > scroll down to items named "Printing a document"

Click on each job to see the details on that job (name of system and UserID)

Collect list of print jobs and save into a file

NOTE:  In the current context, this bit is optional and has no direct correlation to tracking what is going on in Print Services.

Click the mouse on the first entry in the collection of “Printing a document” events,

Scroll to the end of the “Printing a document” events entries,

Click and hold down the Shift key,

Click on the last entry you want in the “saved group”

Save the Data into a File or Event Log

Option 1 - Save and View Document

Under Actions (or tab Action) > Click Copy >

Open a blank document (for example Office Word) >

Insert the table or text data into the open document >

Save file as desired

Open document to view text data

Option 2 – Save and View Event Log Entries

Under Actions (or tab Action) > Click Save Selected Events >

Optional > Decide and click language display options >

Select a Folder in which you want to save the file and enter a Filename

Open Event Viewer > Open Saved Logs > Click on log to view

Check the log for documents / print jobs removed from the queue

 One of the details that can be checked includes when / if a job is "deleted".

NOTE:  In the current context, this bit is optional and has no direct correlation to tracking what is going on in Print Services.

Sort the columns by "Task Category" > scroll down to items named "Deleting a document"

Click on each job to see the details on that job (name of system and UserID)

Reference > Dragon Document 

Reprint a print job – save a job for reprinting later

From How-to-Geek

How to Create Your Own Windows Event Log Notification System

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[tlc7925]

Thank you so much for the detailed answer! The job seemed to be coming from my husband's laptop, so he restarted it. The printer did try to print again when we turned it on yesterday, but this morning it seems to be behaving. Hopefully the problem is fixed, but if not, I will try some of your more involved fixes.

Thanks again for your help!

[Dragon-Fur]

@tlc7925

You are welcome.

In many cases, the "culprit" is one of the active devices on the home network.  This is good news - no "breach".  Smiling.

Happy "not" printing!

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We are a world community of HP enthusiasts dedicated to supporting HP technology.