HP printers - Print jobs stuck in print queue (Windows, macOS)

Stop the print spooler, delete print job files, and then restart the computer and the printer.

About this task

1. Turn off the printer, and then unplug the power cord.

2. In Windows, search for and open Services.

3. In the Services window, right-click Print Spooler, and then click Stop.

   

4. After the Print Spooler stops, close the Services window.

5. In Windows, open File Explorer.

6. Browse to C: > Windows > System 32 > spool > PRINTERS.

7. Delete all files in the PRINTERS folder.

8. Shut down your computer.

9. Reconnect the power cord to the printer, and then turn it on.

10. Turn on the computer.

Uninstall the HP print driver and install and use HP Smart on a Windows computer.

1. Disconnect any USB cables from the printer.

2. In Windows, search for and open Add or remove programs.

3. Look for your HP printer name in the list of programs.

   • If you find your printer, click the printer name, and then click Uninstall.

   • If you do not find your printer, search for and open Printers & scanners, click your printer, and then click Remove device.

4. If a User Account Control message displays, click Yes.

5. Follow the instructions to complete the software removal, and then restart the computer.

6. Go to 123.hp.com to download and install HP Smart.

Run the Diagnose & Fix tool in the HP Smart app for Windows and macOS.

1. Open the HP Smart app, and then click the Diagnose & Fix icon (Windows), or Diagnose & Fix from the Printers drop-down menu (macOS).

   If you do not have the HP Smart app, download it from HP Smart - Microsoft Store (in English) or HP Smart - Mac App Store (in English).

   Figure 1. Location of the Diagnose & Fix icon in the lower left (Windows) and from the Printers drop-down in the top menu bar (macOS)

2. Click Start, and then wait for the analysis to complete. Do not close HP Smart while the troubleshooter is running.

   

3. On the diagnostics results screen, follow the instructions to resolve any issues found.

   

Run the Diagnose & Fix tool in the HP Smart app for Windows and macOS.

1. Open the HP Smart app, and then click the Diagnose & Fix icon (Windows), or Diagnose & Fix from the Printers drop-down menu (macOS).

   If you do not have the HP Smart app, download it from HP Smart - Microsoft Store (in English) or HP Smart - Mac App Store (in English).

   Figure 2. Location of the Diagnose & Fix icon in the lower left (Windows) and from the Printers drop-down in the top menu bar (macOS)

2. Click Start, and then wait for the analysis to complete. Do not close HP Smart while the troubleshooter is running.

   

3. On the diagnostics results screen, follow the instructions to resolve any issues found.

   

Close all scanning apps, and then manually clear the print queue.

1. Close Image Capture, HP Easy Scan, and HP Scan, if they are open.

2. Click the Spotlight icon , and then search for and open Terminal.

3. Type Cancel -a, and then press Enter.

4. Close the Terminal window, and then restart the Mac.

Resetting the printing system on a Mac can resolve problems such as print jobs stuck in the queue, connection issues, and incomplete driver setups.

About this task

Note:

A printing system reset removes all HP and non-HP printers and scanners, and clears all print jobs and saved print settings. All printers and scanners must be set up again after completing the reset.

1. Click the Spotlight icon , and then search for and open Printers & Scanners.

2. Right-click or click while pressing Control in the Printers list, and then select Reset printing system to complete the reset.

   

3. Restart the printer.

4. Click Add Printer, Scanner, or Fax or the Add button , select your printer in the list, and then click Add.

Uninstall the HP print driver and then install the HP Smart app to set up and use the printer.

1. Download and install HP Easy Start from 123.hp.com/setup.

2. From the HP Easy Start drop-down menu, select Uninstall HP Software.

   

3. Follow the prompts to uninstall all HP software.

4. Download and open the HP Smart app from HP Smart - Mac App Store (in English), and then follow the prompts to set up your printer.