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HP Customer Support - Knowledge Base

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

This document is for HP printers and computers with Windows.
The printer cannot print from a computer because a print job is stuck in the 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.
 The Windows print spooler window showing a document with the status of "Deleting".

Step 1: Use 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 print job becomes stuck again, continue to the next step.

Step 2: Delete job files and restart

Reset your printing environment, delete print job files manually, and then restart both the computer and the printer.
  1. Turn off the printer using the power button and then unplug the printer power cord from the power outlet.
  2. In Windows, search for and open Services.
  3. In the Services window, right-click Print Spooler, and then select Stop.
     Service window the Print Spooler service selected from the Name list and the Stop selection called out.
  4. After the service stops, close the Services window.
  5. In Windows, search for and open C:Windows\System32\Spool\PRINTERS.
  6. Delete all files in the PRINTERS folder.
  7. Shut down your computer.
  8. Connect the printer power cord to the power outlet, and then turn on the printer.
  9. Turn on the computer, and then try to print. If the issue persists, continue to the next step.

Step 3: Reinstall the print driver

If print jobs continue to get stuck when printing, reinstall the print driver.
  1. If your printer connects to the computer with a USB cable, disconnect the USB cable from the printer.
  2. Go to 123.hp.com, type your printer model. Read and respond to the screens to install your printer software.
    note:
    If you are using a USB connection, connect the cable when instructed to do so during the software installation.
  3. Restart the computer, and wait for Windows to open.
  4. Try to print. If the issue persists, continue to the next step.

Step 4: Troubleshoot the printer connection

Print jobs remain in the queue when the printer is unable to communicate with the computer or mobile device.

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