run Diagnose & Fix, the result is "Print Queue issue is not fixed

[whatever145]

followed all the suggestion and still I cannot print.  Printer worked fine until i purchased a new hp laptop

[Hawks_Eye]

Hi @whatever145 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for explaining the situation so clearly—and I’m truly sorry the print queue issue is still blocking your printing, even after running Diagnose & Fix and following all the suggestions. That kind of persistent error can be incredibly frustrating, especially when the printer worked fine before switching to a new laptop. 

Let’s walk through a clean recovery sequence to help restore smooth printing.

Step-by-Step: Fix Unresolved Print Queue Issue on New HP Laptop

1. Clear the Print Queue Manually

• Press Windows + R, type services.msc, and press Enter
• Scroll down and right-click Print Spooler > Stop
• Open File Explorer and go to:
  C:\Windows\System32\spool\PRINTERS
• Delete all files in this folder
• Return to Services, right-click Print Spooler > Start

This clears any stuck jobs that may be blocking the queue.

 

2. Uninstall and Reinstall the Printer

Go to Settings > Bluetooth & devices > Printers & scanners

Select your printer > Remove

Restart your PC

Visit:
HP Printer Drivers and Software

Enter your printer model and download the Full Feature Software and Driver

Install the driver and reconnect the printer via USB or Wi-Fi

This refreshes the print environment and ensures compatibility with your new laptop.

 

3. Run HP App Diagnostics Again

• Open the HP App
• Go to Support > Printer Diagnostics
• Run Print Test and Queue Repair

These tools may now succeed after clearing the spooler and reinstalling the driver.

 

4. Check for Windows Updates

• Go to Settings > Windows Update
• Install all pending updates, especially under Optional updates > Driver updates

Updates often include fixes for print queue handling and device recognition.

Let me know how the system responds after clearing the spooler and reinstalling the driver. If needed, I can guide you through testing with a different document or checking print permissions. 

You're doing everything right—this sequence should help restore reliable printing.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[whatever145]

hi

Thank you so much for your comprehensive response.  After following all the actions, I still am still unable to print and have the following message 'print queue is not fixed'.  As I can print from mobile and other printers, I am now at the stage where i think I will take the laptop back to the shop and exchange it for another type.  Thank you for taking the time to respond and I do appreciate all your help

[Hawks_Eye]

Thank you for your kind message @whatever145

I’m truly sorry the print queue issue persisted despite all the steps. You’ve been incredibly patient and thorough, and I completely understand your decision to consider exchanging the laptop. When printing works flawlessly from mobile and other devices, it’s especially frustrating to hit a wall on just one platform.

Wishing you a smooth experience ahead—and thank you again for the thoughtful update.

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help! 

Thanks again for your confirmation, and we wish you an amazing day ahead! 😊

Regards, 

Hawks_Eye