hp-support-head-portlet

Actions
Loading...
HP Customer Support - Knowledge Base

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...
  • Information

    Fix and resolve Windows 10 update issue on HP Computer or Printer. Click here

hp-concentra-wrapper-portlet

Actions
Loading...

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

This document is for HP printers and Mac computers with macOS or OS X.
The printer cannot print because a print job is stuck in the print queue. The stuck print job cannot be deleted or cancelled and prevents further print jobs from printing. The Delete Job button is gray and does not respond.
Image:  Print job window showing one job in process with a printer not responding message

Step 1: Use the HP Smart app

On a Mac running macOS 10.13 or later, use the Diagnose & Fix feature in the HP Smart app to help fix printer issues. For computers running macOS 10.12 or earlier, skip to the next step.
  1. Open the HP Smart app.
    If you do not have the app, download it from HP Smart - Mac App Store (in English), and then follow the prompts to add your printer.
  2. Click Printers, and then select Diagnose & Fix.
    Opening the  Diagnose & Fix option
  3. On the Diagnose & Fix screen, click Start.
  4. Wait until the analysis completes. Do not close the HP Smart app to avoid interrupting the process.
  5. On the diagnosis screen, review the results, and then click Test Print or Done.
If the issue persists, continue to the next step.

Step 2: Clear the print queue

Close an scanning apps that might prevent jobs from printing, and then clear the queue.
  1. Close Apple Image Capture, HP Easy Scan, and HP Scan, if they are open.
  2. Click Finder, select Applications, click Utilities, and then double-click Terminal.
  3. Type Cancel -a, and then press Enter.
  4. Close the Terminal window, and then restart the computer.
  5. Send a print job.
If the issue persists, continue to the next step.

Step 3: Reset the print system

If previous troubleshooting did not resolve the issue, reset 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. Click the Apple icon , click System Preferences, and then click Printers & Scanners, Print and Scan, or Print and Fax.
  2. Right-click or control-click anywhere in the Printers list, and then click Reset printing system.
  3. In the confirmation window, click Reset.
  4. Type the administrator username and password, and then click OK.
  5. Wait until the printing system is reset and no devices show in the Printers list.
  6. Click the Plus sign, select your printer in the list, and then click Add.
  7. Send a print job.
If the issue persists, continue to the next step.

Step 4: Uninstall HP software and add your printer

Uninstall any HP software that might have been installed, and then add the printer.
  1. Download and open HP Easy Start.
  2. Open the HP Easy Start drop-down menu, and then click Uninstall HP Software.
    Clicking Uninstall HP Software
  3. Follow the on-screen instructions to uninstall all HP software.
  4. Click the Apple icon , click System Preferences, and then click Printers & Scanners, Print and Scan, or Print and Fax.
  5. Click the Plus sign.
  6. Select the name of your printer from the list, click the Use or Print Using field, and then select AirPrint.
    If AirPrint is not available or a specific HP only feature is required, go to 123.hp.com to download the appropriate HP software for your printer.
    Adding a printer and selecting AirPrint
  7. Click Add.
  8. Send a print job.
If the issue persists, continue to the next step.

Step 5: Troubleshoot the printer connection

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

hp-feedback-input-portlet

Actions
Loading...

hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country/Region: Flag United States

hp-detect-load-my-device-portlet

Actions
Loading...