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HP Printers - Print Jobs Disappear from the Print Queue and Do Not Print (Windows 8)

This document is for the HP Officejet 2620 and 4630; Deskjet 1010, 1510, 2540, 3540, and 4510 printer series; Deskjet Ink Advantage 1015, 1510, 2540, 2645, 3540, 4510, and 4640; and ENVY 4500 and 5530 printer series when used with Windows 8.
On a Windows 8 operating system, printing might not work but you can scan and get ink levels in the desktop application. If you monitor the print queue the print job displays in the queue, and then it disappears without being printed.
Follow these steps to download and run the HP Print and Scan Doctor Utility to solve the problem. This document also includes manual instructions to remove the printer software, rename the HPBXPSRENDER.DLL file, and then reinstall the printer software.

Step 1: Check the print queue

Determine whether the print job disappears from the print queue in Windows 8.

Video of checking the print queue

The following video demonstrates how to check the print queue in Windows 8.
note:
This video shows the HP Photosmart 7510 printer. Your printer model might be different, but the steps will be the same.
  1. Right-click the Start button or the lower left corner of the screen, click Search, and then type Devices and printers.
  2. From the search results list, click Devices and printers.
  3. Right-click the name of your printer from the Printers section.
  4. Click See what's printing to open the print queue.
  5. With the print queue open, try to print your document again.
    • If the print job disappears from the print queue and does not print, continue to the next step.
    • If the print job stays or never displays in the print queue, the printer has a different issue. Go to HP Customer Support, and then search for the printer's exact symptom.

Step 2: Download and run the HP Print and Scan Doctor

Follow these steps to use the HP Print and Scan Doctor to fix the issue.
Download and run the HP Print and Scan Doctor to automatically diagnose and resolve printer hardware and connection issues.
If you cannot complete these steps, or if the steps do not work, continue to the next step.

Step 3: Uninstall the HP driver and software

Follow these steps to uninstall the HP driver and printer software.
  1. If your printer connects to the computer with a USB cable, disconnect the USB cable from the printer, and then disconnect the cable from the computer.
    note:
    If you are asked to remove shared files, click No. Other programs that use these files might not work if you delete the files.
  2. Right-click the Start button in the lower left corner of the screen, click Search, and then type Devices and Printers.
  3. Click Devices and Printers.
  4. Right-click the icon for your printer, and then click Remove Device. The computer uninstalls the printer software.

Step 4: Rename the HPBXPSRENDER.DLL file

Follow these steps to rename the HPBXPSRENDER.DLL file.
  1. Right-click the Start button or the lower left corner of the screen, click Search, and then type %windir%.
  2. Double-click the System 32 folder, double-click the Spool folder, and then double-click the Drivers folder.
  3. Double-click the x64 folder or the w32x86 folder, depending on your operating system, and then double-click the 3 folder.
  4. Right-click the HPBXPSRENDER.DLL file, and then click Rename.
  5. Delete the DLL suffix, type OLD in its place, and then press Enter. The file name now displays as HPBXPSRENDER.OLD.
  6. When the "If you change the file name extension, the file might become unstable. Are you sure you want to change it?" message displays, click Yes.
  7. Close the window.

Step 5: Download and install the print driver

Follow these steps to download and install the print driver.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer, if necessary. The software installation prompts you to connect the cable if needed.
  3. If a Let's identify your product to get started page displays, click Printer, type your printer model number, and then click Submit.
  4. If you need to change the operating system, click Change, select your version, and then click Change.
  5. Under the Driver heading, click Download for the full software package, or click Basic Drivers for other driver options.

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