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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎10-04-2021 08:49 AM

HP Recommended
Product: HP Officejet Printers
Operating System: Microsoft Windows 10 (64-bit)

My company has been having problems for 3-4 weeks involving the laptops we use in our restaurant environments. The issue is only impacting sites with HP printers, but the models are not the same at these sites.

 

Laptop model: Dell Latitude E5470

Printer models: HP Officejet Pro 6970, HP Officeject Pro 8100, HP Officejet Pro 8710

 

The issue presents as the inability to print.

 

We've found multiple causes for this.

1) Spooler Subsystem App is running 4x all around 24% CPU usage, which is maxing out the CPU. Killing these tasks resolves.

2) In the print queue there is a "local downlevel document" that is holding up the other print jobs. Cancelling this resolves most of the time, if not cancelling and then restarting the print spooler service will resolve.

3) Standard stopping of the print spooler service, deleting files in the print spooler folder and restarting the service.

4) Rebooting the laptop.

 

At all of the effected sites I have uninstalled all HP printer software, rebooted the laptop, installed the most up-to-date software from HP's support site and updated the printer's firmware if applicable. We've also pushed all of the current Windows updates to these machines.

 

In some of our other environments we have the same laptop with different brands of printers. These locations are not being impacted. We are only experiencing this at sites with HP printers.

 

Any assistance with this would be incredibly helpful.

Thank you.

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