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HP Customer Support - Knowledge Base

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HP Printers - Print jobs stuck in print queue

A print job is stuck in the print queue and prevents further print jobs from printing. Cancel and Delete buttons are gray or do not respond.

Perform the following tasks in the order given. Try using the printer after each task to see if the issue is resolved.

Resolve print jobs stuck in the print queue (Windows)

Troubleshoot print jobs stuck in the queue with your Windows computer.

Use HP Print and Scan Doctor (Windows)

Use HP Print and Scan Doctor on your Windows computer to help diagnose and fix printing and scanning issues.

  1. Make sure paper is loaded in the main tray, and then turn on the printer.

  2. Download HP Print and Scan Doctor, and then follow the prompts to install and open the tool.

  3. On the welcome screen, click Start to select your printer and run the diagnostic.

  4. If your printer is not found, click My product is not listed, and then follow the instructions troubleshoot the connection.

Reset the Windows printing environment

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

  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.

    Stopping the Print Spooler from the Services window

  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.

Reinstall the HP print driver (Windows)

Uninstall then reinstall the print driver 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 the latest print driver.

Troubleshoot your printer connection

Identify and resolve printer connection issues.

Troubleshoot the printer USB connection

Check the USB cable for damage and length, replace it if necessary, and restart your printer and computer.

  1. Turn off the printer and your computer.

  2. Disconnect the USB cable from your computer and printer, and then inspect the cable.

    • If the cable is damaged or longer than 3 m (9 ft 10 in), replace it.

    • If the cable is undamaged and shorter than 3 m (9 ft 10 in), connect the cable to a different USB port on the computer. The port should be USB 2.0 or greater. If you are using a USB hub or docking station, connect the cable directly to the computer.

  3. Connect the cable to your printer, and then make sure the cable is fully secured to both ports.

  4. Turn on the computer, and then wait for the computer to complete startup.

  5. Turn on the printer, and then add your printer (Mac) or wait for the computer to install the new device (Windows).

Troubleshoot the wireless printer connection

Check network issues and setup requirements if the printer is not found during software installs or when wireless print jobs fail.

  • Poor network connection: Move the printer and computer or mobile device closer to the wireless router, and then check if the signal quality improved. Try opening a website to see if the internet connection is working properly. If Wi-Fi is slow or intermittent, restart the router by disconnecting the power cord, waiting 15 seconds, and then reconnecting the cord.

  • Printer is off or in sleep mode: Touch the control panel menu or press the Power button to wake the printer and put it in a ready state. Sometimes the printer status might display Offline when it is actually ready.

  • Check the printer connection status: Make sure the wireless signal is on, and the printer is connected to the same network as your computer or mobile device. If your printer has a light next to a Wireless icon or button , make sure the light is on. If it is off or blinks the printer is disconnected from the network.

  • Reconnect the printer to the network:

    • Printers with touchscreens: Open the Wireless Setup Wizard from the Wireless, Settings, or Network Setup menu. Select your network name, and then enter the password to complete the connection.

    • Printers without touchscreens: Press and hold the Wireless button on the printer until the light starts blinking. Within two minutes press and hold the WPS button on the router. The light on the printer stops flashing when the connection completes.

  • Restart devices: Restart the printer and the computer or mobile device to clear possible error conditions.

  • Print a Wireless Test Report: Search the HP Customer Support website for your printer model, and then search for self test page to find the document on how to print and evaluate the report.

  • Enable Bluetooth during printer setup (Android, iOS only): The HP Smart app uses Bluetooth to help locate the printer and set up the wireless connection to the network.

Troubleshoot the wired network connection

Make sure you are using an undamaged Ethernet cable, check for a green light near the Ethernet port on the printer, and then print a Network Configuration Page to verify the connection.

  1. Turn off the printer, and then disconnect the Ethernet cable from the router and the printer.

  2. Check the cable for damage, and then verify that it is an Ethernet cable and not a phone cable.

    Note:

    Ethernet and phone cables look similar, but Ethernet cables are usually bigger and have eight visible wires on the end.

  3. Connect the cable to a different Ethernet or LAN port on the router, and then plug it into the printer, making sure it is fully secured to both ports.

  4. Turn on the printer.

  5. Check the lights on the printer's Ethernet port to make sure the connection is successful. The green light should be steady, and the orange activity light should blink.

  6. Print a Network Configuration or Wireless Network Test Results page.

    • Printers with a control panel menu: Print the page from the Wireless, Network Settings, or Setup menu.

    • Printers without a control panel menu: Print the page using button combinations on the printer control panel.

      For most printers, press the Wireless and Information buttons at the same time, or press the Wireless and Start Copy Black buttons at the same time.

      For HP DeskJet 6000 and 6400, ENVY 6000 and 6400, and Tango printers, touch and hold the Information button until all control panel buttons light up, and then touch the Information and Resume buttons at the same time.

  7. Under the General Information section, make sure the Network Status is Ready.

    Under the General Information section, the Network Status displaying as Ready

Resolve print jobs stuck in the print queue (Mac)

Troubleshoot print jobs stuck in the queue with your Mac.

Use HP Smart Diagnose & Fix (macOS)

On a Mac running macOS 10.13 or later, use the Diagnose & Fix feature in the HP Smart app to help fix connection issues.

  1. Open the HP Smart app. If you do not have HP Smart, download it from HP Smart - Mac App Store, and then follow the prompts to add your printer.

  2. Click Printers, and then select Diagnose & Fix.

    Selecting Diagnose & Fix

  3. On the Diagnose & Fix screen, click Start.

  4. Wait until the analysis completes. Do not close the app to avoid interrupting the process.

  5. On the diagnosis screen, review the results, and then click Test Print or Done.

Clear the print queue (Mac)

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

Reset the print system (Mac)

Resetting the print system can clear any error states by removing all HP and non-HP printers, pending print jobs, and printer preferences.

CAUTION:

Resetting the print system removes all printers. After you reset the print system, re-add your printers to the queue.

  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.

    Clicking Reset printing system

  3. Click Reset to confirm.

  4. Type the administrator name and password, and then click OK to complete the reset.

  5. Once the reset is complete, re-add your printer. Click the Plus sign, select your printer in the list, and then click Add.

Uninstall the HP print driver and add your printer with AirPrint (Mac)

Remove any print driver and software installed on your Mac, and then add the printer with AirPrint.

  1. Download and open HP Easy Start.

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

    Clicking Uninstall HP software in HP Easy Start

  3. Follow the 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 your printer from the list.

  7. Click the Use or Print Using field, select AirPrint from the drop-down, and then click Add.

    Selecting your printer in the list and opening the Use field

  8. If AirPrint is not available or you require a specific HP-only feature, go to HP Software and Driver Downloads to download the HP software for your printer.

Troubleshoot your printer connection

Identify and resolve printer connection issues.

Troubleshoot the printer USB connection

Check the USB cable for damage and length, replace it if necessary, and restart your printer and computer.

  1. Turn off the printer and your computer.

  2. Disconnect the USB cable from your computer and printer, and then inspect the cable.

    • If the cable is damaged or longer than 3 m (9 ft 10 in), replace it.

    • If the cable is undamaged and shorter than 3 m (9 ft 10 in), connect the cable to a different USB port on the computer. The port should be USB 2.0 or greater. If you are using a USB hub or docking station, connect the cable directly to the computer.

  3. Connect the cable to your printer, and then make sure the cable is fully secured to both ports.

  4. Turn on the computer, and then wait for the computer to complete startup.

  5. Turn on the printer, and then add your printer (Mac) or wait for the computer to install the new device (Windows).

Troubleshoot the wireless printer connection

Check network issues and setup requirements if the printer is not found during software installs or when wireless print jobs fail.

  • Poor network connection: Move the printer and computer or mobile device closer to the wireless router, and then check if the signal quality improved. Try opening a website to see if the internet connection is working properly. If Wi-Fi is slow or intermittent, restart the router by disconnecting the power cord, waiting 15 seconds, and then reconnecting the cord.

  • Printer is off or in sleep mode: Touch the control panel menu or press the Power button to wake the printer and put it in a ready state. Sometimes the printer status might display Offline when it is actually ready.

  • Check the printer connection status: Make sure the wireless signal is on, and the printer is connected to the same network as your computer or mobile device. If your printer has a light next to a Wireless icon or button , make sure the light is on. If it is off or blinks the printer is disconnected from the network.

  • Reconnect the printer to the network:

    • Printers with touchscreens: Open the Wireless Setup Wizard from the Wireless, Settings, or Network Setup menu. Select your network name, and then enter the password to complete the connection.

    • Printers without touchscreens: Press and hold the Wireless button on the printer until the light starts blinking. Within two minutes press and hold the WPS button on the router. The light on the printer stops flashing when the connection completes.

  • Restart devices: Restart the printer and the computer or mobile device to clear possible error conditions.

  • Print a Wireless Test Report: Search the HP Customer Support website for your printer model, and then search for self test page to find the document on how to print and evaluate the report.

  • Enable Bluetooth during printer setup (Android, iOS only): The HP Smart app uses Bluetooth to help locate the printer and set up the wireless connection to the network.

Troubleshoot the wired network connection

Make sure you are using an undamaged Ethernet cable, check for a green light near the Ethernet port on the printer, and then print a Network Configuration Page to verify the connection.

  1. Turn off the printer, and then disconnect the Ethernet cable from the router and the printer.

  2. Check the cable for damage, and then verify that it is an Ethernet cable and not a phone cable.

    Note:

    Ethernet and phone cables look similar, but Ethernet cables are usually bigger and have eight visible wires on the end.

  3. Connect the cable to a different Ethernet or LAN port on the router, and then plug it into the printer, making sure it is fully secured to both ports.

  4. Turn on the printer.

  5. Check the lights on the printer's Ethernet port to make sure the connection is successful. The green light should be steady, and the orange activity light should blink.

  6. Print a Network Configuration or Wireless Network Test Results page.

    • Printers with a control panel menu: Print the page from the Wireless, Network Settings, or Setup menu.

    • Printers without a control panel menu: Print the page using button combinations on the printer control panel.

      For most printers, press the Wireless and Information buttons at the same time, or press the Wireless and Start Copy Black buttons at the same time.

      For HP DeskJet 6000 and 6400, ENVY 6000 and 6400, and Tango printers, touch and hold the Information button until all control panel buttons light up, and then touch the Information and Resume buttons at the same time.

  7. Under the General Information section, make sure the Network Status is Ready.

    Under the General Information section, the Network Status displaying as Ready

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