• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
Guidelines
We have new content about printers, Click here to check it out!
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs AND MORE.

‎01-12-2018 12:18 PM

HP Recommended
Product: HP ENVY Photo 7800 All-in-One Printer series
Operating System: Microsoft Windows 10 (64-bit)

Just bought a new HP Envy Photo 7858 printer and it worked fine for about a month.  Now, nothing will print from the queue.  The computer sees the printer, places items in the queue, tells me that there are print jobs "waiting", etc but will not print.  I am connected to the printer via USB port.  I have gone through the steps in the HP Automated Support Assistant (asking me to unplug the printer and plug it back in, unplug the USB prot and plug it back in, restart windows, empty the print queue and restart the "print spooler" etc.  The support assistant had no answers and, finally, had me download the HP Print and Scan doctor which ran all of its scans on the printer software and found no issues.  In the end, the print and scan doctor claims that the printer is out of paper (which it is not).  It then says that the "pickup rollers need to be cleaned".  This is not the case because when I use the screen on the printer iteslf to print a "Printer Status Report" it has no problem bringing the paper up through the paper tray and printing a beautiful status report.  Can anyone help?

Who Me Too'd this topic
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.