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HP Printers - Print Jobs Stuck in Print Queue (Mac OS X)

This document is for HP Printers and computers with Mac OS X.
The printer cannot print from the Mac computer because a print job is stuck in the print queue. This stuck print job cannot be deleted or cancelled and prevents further print jobs from printing. The delete job button is grayed out and does nothing when clicked.
Figure : Example of a print job stuck in the print queue
 Print job window showing one job in process with a printer not responding message
This issue can occur due to a variety of reasons, such as power outages, but always involves the printing process in Mac OS X.
To resolve this problem, perform the steps in this support document to reset your printing environment.
Step 1: Check connection between the printer and the computer (connectivity)
A common cause of print jobs getting stuck in the print queue is the communication between your computer and your HP printer.
Step 2: Open Printers & Scanners System Preferences (Print & Fax)
To access the print queue, first open Printers & Scanners System Preferences.
  1. Click the Apple menu icon (), and select System Preferences.
    Figure : System Preferences selection
     Apple menu with System Preferences highlighted
  2. From the System Preferences menu, click Printers & Scanners. In previous versions of OS X, click Print and Fax.
    Figure : System Preferences menu with Printers and Scanners selected
     System Preferences menu with Printers and Scanners selected
Step 3: Look for multiple printers with the same name
Check for multiple devices in the Printers list and remove any extra entries that might exist for your printer.
  1. In the Printers & Scanners window look at the list of devices on left side.
  2. There should be only one printer queue name in the list for each printer used by the computer.
    • If you only see one printer name listed, go to the next step to check the status of the print job.
    • If you see multiple printer queues for the same printer, remove all extra printers by selecting them and clicking the minus button at the bottom of the list. Leave one printer that matches your printer in the list.
      Figure : Multiple printer queues in the Printers list
       The Printers & Scanners window showing two of the same printers in the list and the minus button called out
  3. Try printing again and note what happens.
    • If the printer prints, you are done.
    • If the print job becomes stuck again, continue to the next step.
Step 4: Check the Status of the print job
The next action needed depends on the status of your printer. Check the status of your printer and perform the action that matches its status in the following list.
Idle or Idle, Last Used
Printer is connected and ready to print. Any print jobs related to this printer are no longer available in the Mac OS system.
Try printing again and if problems continue, go to the next step to delete the queue and add the printer.
Paused or Paused, Last Used
Printer is connected but the print queue is paused. Click Open print Queue, and then click the Resume button on the paused jobs.
The printer should print the job that was resumed. If the printer does not print after selecting Resume, go to the next step to delete the queue and add the printer.
In use or In use, Last Used
A print job is already in the queue. Click Open print Queue, and try clicking the delete button again on the paused job.
If the job does not delete, go to the next step to delete the queue and add the printer.
Offline or Offline, Last Used
Printer is disconnected, offline, or powered off. Check all the connections again and make sure the printer is on. If you are using a USB cable, make sure the cable is good and has not been damaged.
If the printer is still offline after checking your printer and its connections, go to the next step to delete the queue and add the printer.
Step 5: Delete existing print queue and add the printer
Remove the printer queue from the list of printers and add it again. Doing so creates a new printing session.
  1. Make sure your computer is connected to the Internet.
  2. In the Printers list, click your HP printer, and then click the Minus button () to delete it.
  3. Click the Add button ().
  4. Find and select the name of your printer from the printer list, and click Add to add your printer. Do not select an HP Fax driver.
     note:
    If your printer does not appear in the list, verify the printer is connected, turned on, has power and is ready to print.
    Figure : Example of the printer selection list
     The Add window showing a selection of printers with one model selected.
  5. Click Print Using... and select the name of your printer.
     note:
    Selecting AirPrint, if available, provides basic device functionality. Using the HP printer name provides access to more features.
    Your new printer queue appears in the Printers list in an Idle status .
  6. Figure : Example of a newly added printer in the Printers & Scanners list
     The printers and scanners windows with one printer in the printers list
  7. Try printing again and note what happens.
    • If the printer prints, you are done.
    • If the print job becomes stuck again, continue to the next step.
Step 6: Reset the printer
Resetting power to the printer forces the printer to reset stored values in firmware. A power reset can help when the printer is not accepting communication from the computer.
  1. Make sure the printer is idle, not making any sounds, before continuing.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.
  8. Try printing again and note what happens.
    • If the printer prints, you are done.
    • If the print job becomes stuck again, continue to the next step.
Step 7: Test communication
Print a test page to see if the computer can communicate with the printer.
  1. Select your printer in the printer queue, and click Open Print Queue.
  2. Select your printer from the Menu.
  3. Select Print Test Page and note what happens.
    • If the page prints, your computer is able to send print data to your printer. If you still have problems printing, the problem is likely related to the software on your computer. Continue to the next step to continue troubleshooting.
    • If the page does not print, the problem is likely related to the USB cable or wireless connection. You have finished using this document for troubleshooting and need to refer to support material on troubleshooting the connection.
Step 8: Reset the print system
If all previous troubleshooting did not resolve the issue, try resetting the print system.
 caution:
Resetting the Print System deletes all devices in the Printers & Scanners queue. This includes both HP and non-HP devices.
  1. Right-click or control + click the blank space in the Printers list, and select Reset printing system...
    Figure : Reset printing system from the printers list
     The printers list with the the selection "Reset printing system..." overlaid
  2. Click Reset in the confirmation window.
    Figure : Confirmation message
    The Reset button highlighted on the confirmation window
  3. Enter an administrator user name and password, and click OK.
  4. Wait until the printing system is reset and there no devices shown in the Printers list.
  5. Add your printer to the list again as was done in step 5.
  6. Try printing again and note what happens.
    • If the printer prints, you are done.
    • If the print job becomes stuck again, continue to the next step.
Step 9: Service the printer
If you have done all the steps in this document and you still cannot print, service the printer as the computer is not able to communicate with the printer.
Contacting HP for service in all countries/regions except Asia Pacific.
If you completed all the preceding steps and your product still has an issue, service the product.
First, go to HP Printer Warranty Check to check your warranty status, and then go to Contact HP to find an authorized service dealer or to schedule a repair. Repair fees might apply for out of warranty printers.

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