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HP Printers - 'User Intervention Required' Error When Printing (Windows)

This document is for HP printers and computers with Windows.
A User Intervention Required message displays on the computer, and the printer does not print. The issue might be caused by a printer error condition, corrupted print jobs, or a weak printer wireless connection.

Step 1: Check for blinking lights or error messages

Check the printer control panel for any blinking lights or error messages.
  • If the printer control panel does not have any blinking lights or error messages, skip to the next step.
  • If the printer control panel has blinking lights or error messages, clear the error. For additional information for further troubleshooting, go to HP Support, type your printer model, and then search for 'blinking lights' or the specific error message that displays on the printer control panel.
Try to print. If the issues persist, continue to the next step.

Step 2: Run the HP Print and Scan Doctor

Download and run the HP Print and Scan Doctor to automatically diagnose and resolve printer hardware and connection issues.
Read and respond to the screens in HP Print and Scan doctor to automatically find and fix any printer problem. After you have finished using HP Print and Scan Doctor, try to print.
If the issues persist, continue to the next step.

Step 3: Clear the print queue

Whenever a print job is sent to the printer, a file is created in Windows. Sometimes these files become corrupt and cause problems. Clearing the print queue might resolve the issue.
  1. Search Windows for local services, and then click view local services in the list of results.
  2. In the list of services, find the Print Spooler.
  3. Right-click Print Spooler, and then select Stop.
  4. After the service has been stopped, close the service window.
  5. Search Windows for C:, and then click Windows in the list of results.
  6. Double-click the System32 folder, and then double-click the spool folder.
  7. Double-click the PRINTERS folder.
  8. Delete all the files in the folder.
  9. Try to print.
If the issues persist, continue to the next step.

Step 4: Reset the printer and the computer

Resetting the printer and the computer can help resolve error conditions.
  1. With the printer turned on, disconnect the power cord from the printer.
  2. Unplug the power cord from the power source.
  3. Wait 60 seconds.
  4. Reconnect the power cord to a wall outlet and to the printer.
    note:
    HP recommends plugging the printer directly into a wall outlet.
  5. Turn the printer on.
If the issues persist, continue to the next step.

Step 5: Use a printing troubleshooting tool (Windows 7 and later)

A printer troubleshooting tool comes with Windows 7, or with later versions of Windows. If you have a computer with Windows XP or Vista, skip to the next step.
  1. Search Windows for Troubleshooting.
    The Troubleshooting window opens.
  2. Select Use a printer, from the Hardware and Sound category.
    Image highlights Use a printer from the troubleshooting window
  3. Click Next, and then follow the prompts.
    Example of clicking the highlighted Next box
  4. Try to print.
If the issues persist, continue to the next step.

Step 6: Create a manual connection (network connections only)

A manual IP address connection is a more direct method of communicating to the printer and is less likely to go offline.
note:
These steps require that your printer is already set up on your network. If your printer has never printed successfully over your network, then you must first make sure it has been set up on the network. This involves installing full feature printer software from HP or using the wireless setup wizard from the printer control panel. For more help, see the user manual, search the HP website, or use the wireless setup wizard from the control panel, if available.
  1. Print a Network Configuration Report or Wireless Test Report from your printer.
    • If your printer has a control panel with a display, print the report from the network settings or network setup menu.
    • If your printer does not have a display, print the report using the buttons on the printer control panel. For many HP printers, this is done by pressing and holding the cancel button or a combination of buttons on the control panel until a report prints. For more information on how to print a report for your printer model, see the User Guide or search the HP website for network configuration report and the model of your HP printer.
  2. On the report printout, look at the network status for your network connection type (wired or wireless.)
    Image: Example of a connected wireless network status.
    • If status is connected, continue with these steps.
    • If status is anything other than connected, such as Off or Disabled, then the printer is disconnected from your network. This is the reason your printer is offline. You must connect the printer to your network before you continue. For more help on how to set up a connection to your network, see the User Guide, search the HP website for your printer model and wireless or wired network install, or use the wireless setup wizard from the control panel of your printer if available.
  3. On the report, find the IP Address, subnet mask, and Default Gateway for your active (connected) network connection type. If your report has separate numbers for IPv4 and IPv6, then use the numbers listed in the IPv4 section.
  4. From a computer connected to your network, find the URL(s) for Embedded Web Server (EWS) on the report and enter the URL into your Internet browser. If the webpage appears blank, use a different Internet browser.
    Example of the URL for the EWS
  5. Click the Network or Networking tab, and then open the section or page for your network type: wired or wireless.
  6. Click Manual IP.
    • If you see a Suggest a Manual IP Address button, click Manual IP address, and the Manual IP addresses are automatically filled out for you.
    • If your page does not have a button to suggest a manual IP address, type the IP address, subnet mask, and default gateway using the numbers shown in the report you printed.
     Embedded Web Server on Network page with Manual IP selected
  7. Write these new numbers on a piece of paper. You might need to use them later when adding a second printer device.
  8. Click Apply, and then wait until the changes are confirmed.
Continue to the next step.

Step 7: Add a second printer device to Windows (network connections only)

After setting a manual IP address for the printer, add a printer port to Windows that matches this new IP address.
  1. Search Windows for devices, and then select Devices and Printers in the list of results.
  2. Right-click the name of your printer, and then select Printer Properties.
    The Properties window opens.
  3. Click the Ports tab, and then click Add Port.
  4. Select Standard TCP/IP Port, and then click New Port.
     Printer Ports window with Standard TCP/IP Port Selected and the New Port button highlighted
  5. Type the printer’s IP address that you wrote down earlier, and then click Next.
  6. Select the new Standard TCP/IP Port from the list, and then click OK.
    note:
    You might see a second printer device display in the list of devices. Do not uninstall either printer device. Leave both printer devices.
  7. Try printing, scanning (if your printer has a scanner), and opening the HP Printer software.
    • If the printer can print and there are no problems with scanning or opening the HP printer software, you can stop troubleshooting.
    • If problems persist, continue to the next step.

Step 8: Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.
Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.
To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

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