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HP Designjet Printers - Print Jobs Stuck in Print Queue (Windows)

This document is for HP Designjet Printers and computers with Windows 8 and Windows 10.
The printer cannot print from a computer because a print job is stuck in the Windows print queue. This stuck print job cannot be cancelled or deleted and prevents further print jobs from printing. Clicking Cancel on the job in the queue, does nothing.
Figure : Example of a stuck job in queue that cannot be cancelled
Image:  The Windows print spooler window showing a document with the status of "Deleting".
This issue can occur due to a variety of reasons, such as power outages, but always involves the print job spooling process in Windows.
To resolve this problem, perform the steps in this support document to reset your printing environment.
Step 1: Check printers IP address in Windows port settings
Check the printer's IP address in Windows port settings to make sure it's the same as the printer's IP address.
  1. Right-click on the printer icon and select Printer Properties.
  2. Click the Port tab, and then click Configure Port.
    Figure : Example of the Ports tab
    Image: Ports tab
  3. In the Printer Name or IP Address field, make sure the IP address is the same as the printer.
    Figure : Example of the Port Settings menu
    Image: Port Settings menu
  4. If the IP address is incorrect, correct it with the proper IP address and click OK.
  5. Close the Properties window.
Step 1: Delete job files and restart the print spooler
Whenever a print job is sent to the printer a file is created in Windows. Sometimes these files become corrupt and cause problems. To properly reset your printing environment, delete these print job files manually and restart both the computer and the printer.
  note:
Restarting PC or the printer spooler cancels all the jobs from other printer as well, so make sure all the printers installed in the PC are idle or wait for them to complete the printing.
  1. Turn off the printer using the power button.
  2. Search Windows for run, and click the Run Windows application in the list of results.
  3. Type services.msc in the Run window, and then press Enter on the keyboard.
    The Services menu opens.
  4. Right-click Print Spooler and select Stop.
    Figure : Example of stop selection for Print Spooler Service
     Service window the Print Spooler service selected from the Name list and the Stop selection called out.
  5. After the service has been stopped, close the service window and use Windows Explorer to browse to C:\Windows\System32\Spool\PRINTERS.
  6. Delete all files inside the PRINTERS folder.
  7. Restart your computer.
  8. Turn on your printer.
  9. 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 2: Reinstall the print driver
If print jobs continue to get stuck when printing, reset the printing software system files by removing and reinstalling the print driver.
  1. If your printer connects to the computer with a USB cable, disconnect the USB cable from the printer.
  2. In Windows, search for and open Devices and Printers.
  3. Right-click the icon for your printer, and then click Remove Device.
    The computer uninstalls the printer software.
  4. Restart the computer.
  5. Go to HP Support - Software & Drivers to find and download printer software that matches your model of HP printer.
  6. Install the software according to the instructions on the HP Web site.
      note:
    If you are using a USB connection, only connect the cable when instructed to do so during the software installation.
  7. Try printing again and note what happens.
    • If the printer prints, the issue is resolved.
    • If the print job becomes stuck again, continue to the next step.
Step 3: Other things to try
If print jobs continue to get stuck, one of the following sections might help resolve the issue.

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