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HP Photosmart Premium Fax All-in-One Printer - C309a support

Print Jobs are Stuck in the Print Queue

  • PrintPrint

Issue

The solutions in this document address the issue of print jobs getting stuck in the print queue
A log of print jobs waiting to print
. This document also might address these other related symptoms:
  • Printer does not print
  • Printer is offline
  • No response from printer
Follow these steps for the Windows 8 operating system.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Solution one: Download a tool to resolve the issue automatically

HP designed a quick and easy tool that diagnoses and resolves many printing problems. HP recommends that you download and install the tool any time you need to troubleshoot a printing problem.
Image: Print and Scan Doctor iconHP Print and Scan Doctor : Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor : Download utility (6.3 MB) Learn more>>
To configure your printer to maintain its connection to the network with device sharing turned off, go to Windows 8: Using the Printer When Network Device Sharing is Turned Off .

Solution two: Restart the computer and check the print queue

Follow these steps to restart the computer and then check if there are documents in the print queue.
NOTE:If you are not using the latest version of Windows 8, the information in this document might not match. You can get the latest version from the Microsoft Store.
  1. Mouse over or tap and hold the top right corner or bottom right corner of the screen. The Charms Bar opens.
  2. Click or tap Settings .
  3. Click or tap Power , and then click or tap Restart .
  4. After the computer restarts, double-click or double-tap the printer icon ( ) in the lower right corner (the Notification bar) of the computer. The print queue opens.
    Figure 1: Example of the printer icon in the Notification bar
    Image: The printer icon in the notification area
    No printer icon in the notification area?

    If you do not see the printer icon, right-click or tap and hold the bottom left corner of the screen, click or tap Search , click or tap Settings , type Devices and Printers in the Search box, click or tap Devices and Printers , and then double-click or double-tap the icon for your printer ( ).
  • If there are no print jobs in the print queue , you resolved the issue and you do not need to continue troubleshooting.
  • If the print jobs remain in the print queue , continue to the next solution.

Video of checking the print queue

The following video demonstrates how to check the print queue in Windows 8.
NOTE:This video shows the HP Photosmart 7510 printer, but the steps are the same for your printer.
If you have trouble viewing the video or to view the video in a different size, click here to watch the video on YouTube .

Solution three: Determine whether the printer is paused or offline

Follow these steps to determine if the printer is paused or offline.

Video of determining whether the printer is paused or offline

The following video demonstrates how to determine if your printer is paused or offline in Windows 8.
If you cannot see the video or to view the video in a different size, click or tap here to view the video on YouTube .
  1. Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type Devices and Printers .
  2. Click Devices and Printers .
  3. Right-click the name of the printer, and then click See what's printing .
  4. On the print queue menu bar, click Printer , and then look for the Pause Printing and Use Printer Offline items in the menu.
  5. Make sure that there is no checkmark next to either item. If a checkmark displays next to either item, click to clear the checkmark.

Solution four: Manually clear the print queue

Follow these instructions to clear the print queue manually.

Video of manually clearing the print queue

The following video demonstrates how to clear the print queue in Windows 8.
If you cannot see the video or to view the video in a different size, click or tap here to view the video on YouTube .
  1. Return to the Devices and printers folder that you opened earlier in this document.
  2. Right-click or tap and hold the name of the printer, and then click or tap See what's printing .
  3. Click or tap Printer , and then click or tap Cancel All Documents .
  4. Click or tap Yes to confirm the action.
  5. If documents remain in the print queue, restart the computer.
  6. Try printing the document again.

Solution five: Check the connection between the HP printer and the computer (connectivity)

A common cause of print jobs getting stuck in the print queue is a failure in the communication between your computer and your HP printer (connectivity).
First, select the type of connection your HP printer uses, and then follow the steps.
Follow these steps to check the USB connection from the HP product to the computer.
Step one: Disconnect and reconnect the USB cable
  1. Disconnect the USB cable from the back of the HP product.
    Figure 2: Disconnect the USB cable from the back of the HP product
    Illustration of unplugging the USB cable
  2. Disconnect the USB cable from the back of the computer.
  3. Wait five seconds.
  4. Reconnect the USB cable to the product and the computer. Apply some pressure to secure the connections.
  5. Make sure that the USB cable is connected correctly.
    Figure 3: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 4: Connect the larger end of the USB cable to the computer
    Illustration: Connect the USB cable to the computer
Step two: Test the USB connection
To test the USB connection, first select your USB connection type.
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable
  1. Replace the USB cable. HP supports USB cables less than 3 meters (9 feet 10 inches) in length.
  2. Try printing again.
Step four: Remove additional USB devices that connect to the computer
If you have several USB-connected devices, such as another printer, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the HP product.
  2. Try printing again.
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
Follow these steps to check the network connection between your computer and the HP printer.
  1. Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type Devices and Printers .
  2. Click Devices and Printers .
  3. Click Add a printer . A list of printers displays with the IP addresses
    A numeric code that uniquely identifies a device, like a computer or a printer, on a network.
    on the right.
  4. Find the printer's name, and then make a note of the printer's IP address.
    NOTE:If your printer's IP address is not available, skip to the next solution.
  5. Click Cancel to exit out of the Add printer window.
  6. From the Desktop, open a new web browser window.
  7. In the address bar of the web browser, paste or type the IP address that you gathered earlier in these steps, and then press Enter .
    Figure 5: Example of an IP address in the web browser address bar
    Image: Example of an IP address in the web browser address bar
  8. Determine the connectivity between the printer and the computer.
    • If the wireless connection between the HP printer and your computer is correct (connectivity) , the Embedded Web Server
      Software that allows you to configure the printer via any web browser.
      (EWS) for your printer opens.
    • If the wireless connection between the HP printer and your computer is incorrect (no connectivity) , the web browser displays an error message.

Solution six: Check the print driver and the port

If you ever installed more than one HP printer on the computer, the printer you are working with might not be the default printer, or the wrong print driver might have been configured. Follow these steps to check the print driver configuration.

Video of checking the print driver and the port

The following video demonstrates how to check the print driver and the port in the WIndows 8 operating system.
NOTE:This video shows the HP Photosmart 7510 (C311a) e-All-in-One printer, but the steps are the same for your printer
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type Devices and Printers .
  2. Click Devices and Printers .
  3. Look for a green checkmark ( ) next to the printer icon. This checkmark indicates which printer is the default printer for Windows.
    Figure 6: Example of a default printer icon
    Image: The default printer icon in Windows 8
    • If the wrong printer is the default , right-click to set the correct printer, click Set as Default Printer , and then continue to the next step.
    • If the correct printer is the default , continue to the next step.
  4. Right-click the icon for your printer, and then click Printer properties .
  5. Click the Ports tab.
  6. Look for your printer under the Printers column, and then look at the Ports column to the left.
  7. Click your connection type to determine which port you should use.
      There should be a checkmark next to the DOT4 port or the USB00X port (where X indicates a port number).
      Figure 7: Example of the USB00X and DOT4 ports (in English)
      Image: the USB00X and DOT4 ports
      There should be a checkmark ( ) next to the Standard TCP/IP port or the HP network re-discovery port monitor with the printer name.
  8. Look under the Printer column, and then make sure that the printer listed matches your printer. This indicates that the print driver is correct.
    If the port setting or the print driver is not correct, you must reinstall the HP software. See the step in this document to remove and reinstall the HP software.
  9. Restart the computer, and then try the print job again.

Solution seven: Restart the Print Spooler service

Follow these steps to restart the Print Spooler service.

Video of restarting the Print Spooler service

The following video demonstrates how to restart the Print Spooler in Windows 8.
If you cannot see the video or to view the video in a different size, click or tap here to view the video on YouTube .
  1. Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type Services .
  2. Click View local services .
  3. Right-click Print Spooler .
  4. Click Stop to stop the Print Spooler.
  5. Right-click Print Spooler .
  6. Click Start to restart the Print Spooler.
  7. Restart the computer.
  8. Try the print job again.

Solution eight: Check the software program

If print jobs from one specific software program are getting stuck in the print queue, the issue might be with the software program or the print driver.
  1. Close the software program you are trying to print from, and then open it again.
  2. Print a document from the software program.
    1. Open a document in the software program.
    2. Click File , and then click Print .
    3. Click your HP printer, and then click OK to print.
  3. If the print job gets stuck in the print queue again, try printing a document from Notepad to determine if the problem is with the program or the driver:
    Repeat the steps earlier in this document to manually clear the print queue.
    Right-click the bottom left corner of the screen, click Search , and then click Apps .
    Type Notepad in the Apps search box, and then click or tap Notepad . Notepad opens.
    Type a test message in Notepad.
    Click File , and then click Print .
    Click your HP printer, and then click OK to print.
    If you can print the document from Notepad, but not from the software program, contact the software program manufacturer for assistance.

Solution nine: Remove and reinstall the HP printer software

If the previous solutions failed, follow these steps to remove and reinstall the printer software.

Step one: Remove the software

  1. Perform the following step for your connection type:
    • USB connection : If your printer connects to the computer with a USB cable, disconnect the USB cable from the printer, and then disconnect the cable from the computer.
    • Network connection : If the printer is connected to the network through a wired (Ethernet) or wireless connection, disconnect the printer from the network.
      NOTE:If you plan to reinstall the printer software, leave the printer connected to the network.
  2. Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type Devices and Printers .
  3. Click Devices and Printers .
  4. Right-click the icon for your printer, and then click Remove Device . The computer uninstalls the printer software.

Step two: Reinstall the printer software

  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.

Solution ten: Perform a power reset

A power reset is used to reset printer settings. A power reset is a common troubleshooting step, and you can perform one for conditions like print jobs getting stuck in the queue.
  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps for the Windows 7 operating system.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Solution one: Download a tool to resolve the issue automatically

HP designed a quick and easy tool that diagnoses and resolves many printing problems. HP recommends that you download and install the tool any time you need to troubleshoot a printing problem.
Image: Print and Scan Doctor iconHP Print and Scan Doctor : Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor : Download utility (6.3 MB) Learn more>>

Solution two: Restart the computer and check the print queue

Video of checking the print queue

The following video demonstrates how to check the print queue in Windows 7.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Restart the computer.
  2. After the computer restarts, double-click the printer icon ( ) in the lower right corner (the notification area) of the computer. The print queue opens.
    Figure 8: The printer icon in the notification area
    Image: The printer icon in the notification area
  • If there are no print jobs in the print queue , you resolved the issue and you do not need to continue troubleshooting.
  • If the print jobs remain in the print queue , continue to the next solution.

Solution three: Determine whether the printer is paused or offline

Video of determining whether the printer is paused or offline

The following video demonstrates how to determine if your printer is paused or offline in Windows 7.
If you cannot see the video or to view the video in a different size, click here to view the video on YouTube.
  1. Return to the Devices and printers folder that you opened earlier in this document.
  2. Right-click the name of the product, and then click See what's printing .
  3. Click Printer .
  4. On the print queue menu bar, click Printer , and then look for the Pause Printing and Use Printer Offline items in the menu.
  5. Make sure that there is no checkmark next to either item. If a checkmark displays next to either item, click to clear it.

Solution four: Manually clear the print queue

Video of manually clearing the print queue

The following video demonstrates how to clear the print queue.
If you cannot see the video or to view the video in a different size, click here to view the video on YouTube .
  1. Return to the Devices and printers folder that you opened earlier in this document.
  2. Right-click the name of the product, and then click See what's printing .
  3. Click Printer , and then click Cancel All Documents .
  4. Click Yes to confirm the action.
  5. If documents remain in the print queue, restart the computer.
  6. Try printing again.

Solution five: Check the connection between the HP printer and the computer (connectivity)

A common cause of print jobs getting stuck in the print queue is the communication between your computer and your HP printer (connectivity).
First, select the type of connection your HP printer uses, and then follow the steps.
Follow these steps to check the USB connection from the HP product to the computer.
Step one: Disconnect and reconnect the USB cable
  1. Disconnect the USB cable from the back of the HP product.
    Figure 9: Disconnect the USB cable from the back of the HP product
    Illustration of unplugging the USB cable
  2. Disconnect the USB cable from the back of the computer.
  3. Wait five seconds.
  4. Reconnect the USB cable to the product and the computer. Apply some pressure to secure the connections.
  5. Make sure that the USB cable is connected correctly.
    Figure 10: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 11: Connect the larger end of the USB cable to the computer
    Illustration: Connect the USB cable to the computer
Step two: Test the USB connection
To test the USB connection, first select your USB connection type.
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable
  1. Replace the USB cable. HP supports USB cables less than 3 meters (9 feet 10 inches) in length.
  2. Try printing again.
Step four: Remove additional USB devices that connect to the computer
If you have several USB-connected devices, such as another printer, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the HP product.
  2. Try printing again.
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps to check the network connection between your computer and the HP printer.
  1. On the Windows taskbar, click the Windows icon ( ), and then click Devices and printers . The Devices and printers folder opens.
  2. Right-click your HP printer, and then click Printer properties . The printer Properties window opens.
  3. From the General tab, find the Location box, and then copy or make note of the IP address.
    Figure 12: Example IP address in the printer Properties window (in English)
    Illustration of the IP address in the printer Properties window
  4. Open a new Web browser window.
  5. In the address bar of the Web browser, paste or type the IP address that you gathered earlier in these steps, and then press Enter.
    Figure 13: Example IP address in the Web browser address bar
    Illustration of the IP address in a Web browser
  6. Determine connectivity by viewing the Internet browser window:
    • If the wireless connection between the HP product and your computer is correct (connectivity) , the Embedded Web Server (EWS) for your printer opens.
      Figure 14: Example EWS (in English)
      Illustration of the EWS
    • If the wireless connection between the HP product and your computer is incorrect (no connectivity) , the Web browser gives an error message.
      Figure 15: Example failed connectivity (in English)
      Illustration of a failed EWS connection
 If there is no connectivity , discontinue the troubleshooting steps in this document, and search for a document related to network connectivity rather than "print jobs are stuck in the print queue."

If there is connectivity , continue troubleshooting.

Solution six: Check the print driver and the port

If you ever installed more than one HP printer on the computer, the printer might not be the default printer, or the wrong print driver might have been configured. Follow these steps to check the print driver configuration.

Video of checking the print driver and port

The following video demonstrates how to check the printer driver and configure the ports to enable communication with your product.
If you cannot see the video or to view the video in a different size, click here to view the video on YouTube .
  1. On the Windows taskbar, click the Windows icon ( ), and then click Devices and printers . The Devices and printers folder opens.
  2. Look for a green checkmark ( ) next to the printer icon. This checkmark indicates which printer is the default printer for Windows.
    Figure 16: Example of default printer icon
    Illustration of the default printer icon in Windows 7
    • If the wrong printer is set as the default , right-click the icon for the correct printer, click Set as Default Printer , and then continue to the next step.
    • If the correct printer is set as the default , continue to the next step.
  3. Right-click the icon for your printer, and then click Printer properties . The printer Properties window opens.
  4. Click the Ports tab.
  5. Look for your printer under the Description column, and then view the Ports column to the left.
  6. Select your connection type to determine which port you should use.
      There should be a checkmark next to the DOT4 port or the USB00X (where X indicates a port number) port.
      Figure 17: Example USB00X and DOT4 ports (in English)
      Illustration of the USB00X and DOT4 ports
      There should be a checkmark ( ) next to the Standard TCP/IP port with the printer name.
      Figure 18: Example Standard TCP/IP port (in English)
      Illustration of the Standard TCP/IP port
  7. Look under the Printer column and make sure that the printer listed matches the name of your printer. This indicates that the print driver is correct.
    If the port setting or the print driver is not correct, you must reinstall the HP software. See the instructions in this document to remove and reinstall the HP software.
  8. Restart the computer, and then try the print job again.

Solution seven: Restart the Print Spooler service

Use the following steps to restart the Print Spooler service.

Video of restarting the Print Spooler service

The following video demonstrates how to restart the Print Spooler in Windows 7.
If you cannot see the video or to view the video in a different size, click here to view the video on YouTube.
  1. On the Windows taskbar, click the Windows icon ( ), type admin in the Search programs and files box, and then click Administrative Tools .
  2. Double-click Services .
  3. Right-click Print Spooler .
  4. Click Stop to stop the Print Spooler.
  5. Click Start to restart the Print Spooler.
  6. Restart the computer.
  7. Try the print job again.

Solution eight: Try printing from another software program

If print jobs from one specific software program are getting stuck in the print queue, the issue might be with the software program or the print driver.
  1. Close the software program from which you are trying to print, and then open it again.
  2. Print a document from the software program.
  3. If the print job gets stuck in the print queue again, try printing a document from Notepad to determine whether the problem is with the program or the driver:
    Repeat the steps earlier in this document to manually clear the print queue.
    Click Start ( ), click All Programs , click Accessories , and then click Notepad .
    Type a test message in Notepad.
    Click File , and then click Print .
    Select your HP product, and then click OK to print.
    If you can print the document from Notepad, but not from the software program, contact the software program manufacturer for assistance.

Solution nine: Remove and reinstall the HP printer software

If the previous solutions failed, follow these steps to remove and reinstall the printer software.

Step one: Remove the software

  1. Unplug the USB cable from the HP printer.
  2. On the Windows taskbar, click the Windows icon ( ), and then type uninstall in the Search programs and files box.
  3. Click Uninstall a program .
  4. In the list of installed programs, click your HP printer, and then click Uninstall/Change . The HP Uninstaller opens.
  5. Select Uninstall all HP products , and then click Next .
  6. Follow the on-screen instructions to complete the software removal.
    CAUTION:If the uninstaller asks you to remove shared files, click No . Other programs that use these files might not work if you delete the files.
  7. Disconnect the printer from the power source, and then restart the computer.

Step two: Reinstall the printer software

After you complete the previous steps, you can reinstall the printer software and drivers.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
When you have reinstalled the software, try printing again.

Solution ten: Perform a power reset

A power reset is used to reset printer settings. A power reset is a common troubleshooting step, and you can perform one for conditions like print jobs getting stuck in the queue.
  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps for the Windows Vista operating system.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Solution one: Download a tool to resolve the issue automatically

HP designed a quick and easy tool that diagnoses and resolves many printing problems. HP recommends that you download and install the tool any time you need to troubleshoot a printing problem.
Image: Print and Scan Doctor iconHP Print and Scan Doctor : Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor : Download utility (6.3 MB) Learn more>>

Solution two: Restart the computer and check the print queue

Follow these steps to resolve the issue manually if the tool did not resolve the issue.
  1. On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Restart .
  2. After the computer restarts, double-click the printer icon ( ) in the lower right corner (the notification area) of the computer. The print queue opens.
    Figure 19: The printer icon in the notification area
    Illustration of the printer icon in the notification area
    No printer icon in the notification area?

    If you do not see the printer icon, click the Windows icon ( ), click Control Panel , click Printers , and then double-click the icon for your product ( ).
  • If there are no print jobs in the print queue , you resolved the issue and you do not need to continue troubleshooting.
  • If the print jobs remain in the print queue , continue to the next solution.

Solution three: Determine whether the printer is paused or offline

  1. Return to the Printers folder that you opened earlier in this document.
  2. Right-click the name of the product, and then click Open .
  3. Click Printer .
  4. On the print queue menu bar, click Printer , and then look for the Pause Printing and Use Printer Offline items in the menu.
  5. Make sure that there is no checkmark next to either item. If a checkmark displays next to either item, click to clear it.

Solution four: Manually clear the print queue

Follow these steps to manually clear the print queue.

Video of manually clearing the print queue

The following video demonstrates how to clear the print queue.
If you cannot see the video or to view the video in a different size, click here to view the video on YouTube .
  1. Return to the Printers folder that you opened earlier in this document.
  2. Right-click the name of the product, and then click Open .
  3. Click Printer , and then click Cancel All Documents .
  4. Click Yes to confirm the action.
  5. If documents remain in the print queue, restart the computer.
  6. Try printing again.

Solution five: Check the connection between the HP printer and the computer (connectivity)

A common cause of print jobs getting stuck in the print queue is the communication between your computer and your HP printer (connectivity).
First, select the type of connection your HP printer uses, and then follow the steps.
Follow these steps to check the USB connection from the HP product to the computer.
Step one: Disconnect and reconnect the USB cable
  1. Disconnect the USB cable from the back of the HP product.
    Figure 20: Disconnect the USB cable from the back of the HP product
    Illustration of unplugging the USB cable
  2. Disconnect the USB cable from the back of the computer.
  3. Wait five seconds.
  4. Reconnect the USB cable to the product and the computer. Apply some pressure to secure the connections.
  5. Make sure that the USB cable is connected correctly.
    Figure 21: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 22: Connect the larger end of the USB cable to the computer
    Illustration: Connect the USB cable to the computer
Step two: Test the USB connection
To test the USB connection, first select your USB connection type.
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable
  1. Replace the USB cable. HP supports USB cables less than 3 meters (9 feet 10 inches) in length.
  2. Try printing again.
Step four: Remove additional USB devices that connect to the computer
If you have several USB-connected devices, such as another printer, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the HP product.
  2. Try printing again.
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
  1. On the Windows taskbar, click the Windows icon ( ), click Control Panel , and then click Printers . The Printers folder opens.
  2. Right-click your HP printer, and then click Properties . The printer Properties window opens.
  3. From the General tab, find the Location box, and then copy or make note of the IP address.
    Figure 23: Example IP address in the printer Properties window (in English)
    Illustration of the IP address in the printer Properties window
  4. Open a new Web browser window.
  5. In the address bar of the Web browser, paste or type the IP address that you gathered earlier in these steps, and then press Enter.
    Figure 24: Example IP address in the Web browser address bar
    Illustration of the IP address in a Web browser
  6. Determine connectivity by viewing the Internet browser window:
    • If the wireless connection between the HP product and your computer is correct (connectivity) , the Embedded Web Server (EWS) for your printer opens.
      Figure 25: Example EWS (in English)
      Illustration of the EWS
    • If the wireless connection between the HP product and your computer is incorrect (no connectivity) , the Web browser gives an error message.
      Figure 26: Example failed connectivity (in English)
      Illustration of a failed EWS connection

Solution six: Check the print driver and the port

If you ever installed more than one HP printer on the computer, the printer might not be the default printer, or the wrong print driver might have been configured. Follow these steps to check the print driver configuration.
  1. On the Windows taskbar, click the Windows icon ( ), click Control Panel , and then click Printers . The Printers folder opens.
  2. Look for a green checkmark ( ) next to the printer icon. This checkmark indicates which printer is the default printer for Windows.
    Figure 27: Example of default printer icon
    Illustration of the default printer icon in Windows Vista
    • If the wrong printer is set as the default , right-click the icon for the correct printer, click Set as Default Printer , and then continue to the next step.
    • If the correct printer is set as the default , continue to the next step.
  3. Right-click the icon for your printer, and then click Properties . The printer Properties window opens.
  4. Click the Ports tab.
  5. Look for your printer under the Description column, and then view the Ports column to the left.
  6. Select your connection type to determine which port you should use.
      There should be a checkmark next to the DOT4 port or the USB00X (where X indicates a port number) port.
      Figure 28: Example USB00X and DOT4 ports (in English)
      Illustration of the USB00X and DOT4 ports
      There should be a checkmark ( ) next to the Standard TCP/IP port with the printer name.
      Figure 29: Example Standard TCP/IP port (in English)
      Illustration of the Standard TCP/IP port
  7. Look under the Printer column and make sure that the printer listed matches the name of your printer. This indicates that the print driver is correct.
    If the port setting or the print driver is not correct, you must reinstall the HP software. See the instructions in this document to remove and reinstall the HP software.
  8. Restart the computer, and then try the print job again.

Solution seven: Restart the Print Spooler service

Use the following steps to restart the Print Spooler service.

Video of restarting the Print Spooler service

NOTE:The following instructions also work for Windows Vista.
The following video demonstrates how to restart the Print Spooler in Windows 7.
If you cannot see the video or to view the video in a different size, click here to view the video on YouTube.
  1. On the Windows taskbar, click the Windows icon ( ), click Control Panel , and then click Administrative Tools .
  2. Double-click Services .
  3. On the User Account Control window, click Continue .
  4. Click Print Spooler .
  5. Click Stop to stop the Print Spooler.
  6. Click Start to restart the Print Spooler.
  7. Click OK .
  8. Restart the computer.
  9. Try the print job again.

Solution eight: Try printing from another software program

If print jobs from one specific software program are getting stuck in the print queue, the issue might be with the software program or the print driver.
  1. Close the software program from which you are trying to print, and then open it again.
  2. Print a document from the software program.
  3. If the print job gets stuck in the print queue again, try printing a document from Notepad to determine whether the problem is with the program or the driver:
    Repeat the steps earlier in this document to manually clear the print queue.
    Click Start ( ), click All Programs , click Accessories , and then click Notepad .
    Type a test message in Notepad.
    Click File , and then click Print .
    Select your HP product, and then click OK to print.
    If you can print the document from Notepad, but not from the software program, contact the software program manufacturer for assistance.

Solution nine: Remove and reinstall the HP printer software

If the previous solutions failed, follow these steps to remove and reinstall the printer software.

Step one: Remove the software

  1. Unplug the USB cable from the HP printer.
  2. On the Windows taskbar, click the Windows icon ( ), and then click Control Panel . The Windows Control Panel opens.
  3. Under Programs , click Uninstall a Program . A list of programs installed on your computer opens.
  4. In the list of installed programs, click your HP printer, and then click Uninstall/Change . The HP Uninstaller opens.
  5. Select Uninstall all HP products , and then click Next .
  6. Follow the on-screen instructions to complete the software removal.
    CAUTION:If the uninstaller asks you to remove shared files, click No . Other programs that use these files might not work if you delete the files.
  7. Disconnect the printer from the power source, and then restart the computer.

Step two: Reinstall the printer software

After you complete the previous steps, you can reinstall the printer software and drivers.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
When you have reinstalled the software, try printing again.

Solution ten: Perform a power reset

A power reset is used to reset printer settings. A power reset is a common troubleshooting step, and you can perform one for conditions like print jobs getting stuck in the queue.
  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps for the Windows XP operating system.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Solution one: Download a tool to resolve the issue automatically

HP designed a quick and easy tool that diagnoses and resolves many printing problems. HP recommends that you download and install the tool any time you need to troubleshoot a printing problem.
Image: Print and Scan Doctor iconHP Print and Scan Doctor : Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor : Download utility (6.3 MB) Learn more>>

Solution two: Restart the computer and check the print queue

Video of checking the print queue

View the following video or use the steps following to learn how to check the print queue.
The following video demonstrates how to check the print queue in Windows XP.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
Follow these steps to restart your computer, and then check the print queue.
  1. On the Windows taskbar, click Start ( ), and then click Shut Down ( ).
  2. From the What do you want the computer to do? drop-down list, click Restart , and then click OK .
  3. After the computer restarts, double-click the printer icon ( ) in the lower right corner (the notification area) of the computer. The print queue opens.
    Figure 30: The printer icon in the notification area
    Illustration of the printer icon in the notification area
    No printer icon in the notification area?

    If you do not see the printer icon, click Start ( ), click Control Panel , double-click Printers and Faxes , and then double-click the icon for your product ( ).
  • If there are no print jobs in the print queue , you resolved the issue and you do not need to continue troubleshooting.
  • If the print jobs remain in the print queue , continue to the next solution.

Solution three: Determine whether the printer is paused or offline

  1. Return to the Printers and Faxes folder that you opened earlier in this document.
  2. Right-click the name of the product, and then click Open .
  3. Click Printer .
  4. On the print queue menu bar, click Printer , and then look for the Pause Printing and Use Printer Offline items in the menu.
  5. Make sure there is no checkmark next to either item. If a checkmark displays next to either item, click to clear it.

Solution four: Manually clear the print queue

  1. Return to the Printers and Faxes folder that you opened earlier in this document.
  2. Right-click the name of the product, and then click Open .
  3. Click Printer , and then click Cancel All Documents .
  4. Click Yes to confirm the action.
  5. If documents remain in the print queue, restart the computer.
  6. Try printing again.

Solution five: Check the connection between the HP printer and the computer (connectivity)

A common cause of print jobs getting stuck in the print queue is the communication between your computer and your HP printer (connectivity).
First, select the type of connection your HP printer uses, and then follow the steps.
Follow these steps to check the USB connection from the HP product to the computer.
Step one: Disconnect and reconnect the USB cable
  1. Disconnect the USB cable from the back of the HP product.
    Figure 31: Disconnect the USB cable from the back of the HP product
    Illustration of unplugging the USB cable
  2. Disconnect the USB cable from the back of the computer.
  3. Wait five seconds.
  4. Reconnect the USB cable to the product and the computer. Apply some pressure to secure the connections.
  5. Make sure that the USB cable is connected correctly.
    Figure 32: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 33: Connect the larger end of the USB cable to the computer
    Illustration: Connect the USB cable to the computer
Step two: Test the USB connection
To test the USB connection, first select your USB connection type.
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable
  1. Replace the USB cable. HP supports USB cables less than 3 meters (9 feet 10 inches) in length.
  2. Try printing again.
Step four: Remove additional USB devices that connect to the computer
If you have several USB-connected devices, such as another printer, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the HP product.
  2. Try printing again.
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
Follow these steps to check the network connection between your computer and the HP printer.
  1. On the Windows taskbar, click Start ( ), click Control Panel , and then double-click Printers and Faxes . The Printers and Faxes folder opens.
  2. Right-click your HP printer, and then click Properties . The printer Properties window opens.
  3. Click the Ports tab.
  4. With your printer selected (as indicated by the checkmark ( )), click Configure Port . The Configure Standard TCP/IP Port Monitor window opens.
  5. Find the Printer Name or IP Address box, and then make note of or copy the Printer Name or IP address.
    Figure 34: Example Printer Name in the printer Properties window (in English)
    Illustration of the IP address in the printer Properties window
  6. Open a new Web browser window.
  7. In the address bar of the Web browser, paste or type the Printer Name IP address that you gathered earlier in these steps, and then press Enter .
    Figure 35: Example Printer Name in the Web browser address bar
    Illustration of the Printer Name in a Web browser
  8. Determine connectivity by viewing the Internet browser window:
    • If the connection between the HP printer and your computer is correct (connectivity) , the Embedded Web Server (EWS) for your printer opens.
      Figure 36: Example EWS (in English)
      Example EWS
    • If the connection between the HP printer and your computer is incorrect (no connectivity) , the Web browser gives an error message.
      Figure 37: Example failed connectivity (in English)
      Illustration of a failed EWS connection

Solution six: Check the print driver and the port

If you ever installed more than one HP printer on the computer, the printer might not be the default printer, or the wrong print driver might have been configured. Follow these steps to check the print driver configuration.
  1. On the Windows taskbar, click Start ( ), click Control Panel , and then double-click Printers and Faxes . The Printers and Faxes folder opens.
  2. Look for a black checkmark ( ) next to the printer icon. This checkmark indicates which printer is the default printer.
    Figure 38: Example of default printer icon
    Illustration of the default printer icon in Windows XP
    • If the wrong printer is set as the default , right-click the icon for the correct printer, and then click Set as Default Printer .
    • If the correct printer is set as the default , continue to the next step.
  3. Right-click the icon for your printer ( ), and then click Properties . The printer Properties window opens.
  4. Click the Ports tab.
  5. Look for your printer under the Description column, and then view the Ports column to the left.
  6. Select your connection type to determine which port you should use.
      There should be a checkmark ( ) next to the DOT4 port or the USB00X (where X indicates a port number) port.
      Figure 39: USB00X and DOT4 ports (in English)
      Illustration of the USB00X and DOT4 ports
      There should be a checkmark ( ) next to the Standard TCP/IP port with the printer name.
      Figure 40: Example Standard TCP/IP port (in English)
      Illustration of the Standard TCP/IP port
  7. Look under the Printer column and make sure the printer listed matches the name of your printer. This indicates that the print driver is correct.
    If the port setting or the print driver is not correct, you must reinstall the HP software. See the instructions in this document to remove and reinstall the HP software.
  8. Restart the computer, and then try the print job again.

Solution seven: Restart the Print Spooler service

  1. On the Windows taskbar, click Start ( ), click Control Panel , and then double-click Administrative Tools .
  2. Double-click Services .
  3. In the list of Services , double-click Print Spooler . The Print Spooler Properties window opens.
  4. Click Stop to stop the Print Spooler.
  5. Click Start to restart the Print Spooler.
  6. Click OK .
  7. Restart the computer.
  8. Try printing again.

Solution eight: Try printing from another software program

If print jobs from one specific software program are getting stuck in the print queue, the issue might be with the software program or the print driver.
  1. Close the software program from which you are trying to print, and then open it again.
  2. Print a document from the software program.
  3. If the print job gets stuck in the print queue again, try printing a document from Notepad to determine whether the problem is with the program or the driver:
    Repeat the steps earlier in this document to manually clear the print queue.
    On the Windows taskbar, click Start ( ), click All Programs , click Accessories , and then click Notepad .
    Type a test message in Notepad.
    Click File , and then click Print .
    Select your HP product from, and then click OK to print.
    If you can print the document from Notepad, but not from the software program, contact the software program manufacturer for assistance.

Solution nine: Remove and reinstall the HP printer software

If the previous solutions failed, follow these steps to remove and reinstall the printer software.

Step one: Remove the software

  1. Unplug the USB cable from the HP printer.
  2. On the Windows taskbar, click Start ( ), and then click Control Panel . The Windows Control Panel opens.
  3. Double-click Add or Remove Programs . A list of programs installed on your computer opens.
  4. In the list of installed programs, click your HP printer, and then click Change/Remove . The HP Uninstaller opens.
  5. Select Uninstall all HP products , and then click Next .
  6. Follow the on-screen instructions to complete the software removal.
    CAUTION:If the uninstaller asks you to remove shared files, click No . Other programs that use these files might not work if you delete the files.
  7. Disconnect the printer from the power source, and then restart the computer.

Step two: Reinstall the printer software

After you complete the previous steps, you can reinstall the printer software and drivers.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Make sure that your operating system is selected, and then click Next .
  5. Scroll down the page, and then click Driver .
  6. Click Download , and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
When you have reinstalled the software, try printing again.

Solution ten: Perform a power reset

A power reset is used to reset printer settings. A power reset is a common troubleshooting step, and you can perform one for conditions like print jobs getting stuck in the queue.
  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps for the OS X v10.8 Mountain Lion and OS X v10.9 Mavericks operating system.

Solution one: Check the connection between the HP printer and the computer (connectivity)

A common cause of print jobs getting stuck in the print queue is the communication between your computer and your HP printer (connectivity). First, select the type of connection your HP printer uses, and then follow the steps.
Follow these steps to check the USB connection from the HP product to the computer.
Step one: Disconnect and reconnect the USB cable
  1. Disconnect the USB cable from the back of the HP product.
    Figure 41: Disconnect the USB cable from the back of the HP product
    Illustration of unplugging the USB cable
  2. Disconnect the USB cable from the back of the computer.
  3. Wait five seconds.
  4. Reconnect the USB cable to the product and the computer. Apply some pressure to secure the connections.
  5. Make sure that the USB cable is connected correctly.
    Figure 42: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 43: Connect the larger end of the USB cable to the computer
    Illustration: Connect the USB cable to the computer
Step two: Test the USB connection
To test the USB connection, first select your USB connection type.
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable
  1. Replace the USB cable. HP supports USB cables less than 3 meters (9 feet 10 inches) in length.
  2. Try printing again.
Step four: Remove additional USB devices that connect to the computer
If you have several USB-connected devices, such as another printer, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the HP product.
  2. Try printing again.
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
  1. Click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Scan to open the Printers list.
  3. Click your HP printer in the Printers list, and then click Open Print Queue . The print queue opens.
  4. From the print queue, click Printer Setup ( ).
  5. Click the Utility tab, and then click the Open Printer Utility button. The Printer Utility opens.
    • If the printer does not display in the device list, and no options for the printer display, there is no network connectivity . Discontinue the troubleshooting steps in this document, and search for a document related to network connectivity rather than "print jobs are stuck in the print queue."
    • If the printer displays in the device list, and options for the printer display, the product is connected to the network . Continue to the next solution.

Solution two: Restart the jobs in the print queue

Follow these steps to restart jobs in the print queue, if you unknowingly paused the printer.
  1. Click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Scan to open the Printers list.
  3. Click your HP printer in the Printers list, and then click Open Print Queue . The print queue opens.
    • If you see a Pause Printer button ( ), disregard this step and continue with the next solution in this document.
    • If you see a Resume Printer button ( ), click it. This restarts any paused print jobs. If the print jobs did not resume, continue to the next solution.

Solution three: Delete and then re-add the HP printer to the printer list

Follow these steps to delete the printer from the printer list, and then re-add it. First, choose your connection type.
  1. On the upper left corner of the computer desktop, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Scan to open the Printers list.
  3. In the Printers list, click your HP printer, and then click the Minus button ( ) to delete it.
  4. Disconnect the USB cable from the rear of the printer.
    Figure 44: Disconnect the USB cable from the rear of the HP product
    Image of unplugging the USB cable
  5. Exit all open windows and programs, and then restart the computer.
  6. When the computer restarts, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  7. Click Print & Scan to open the Printers list.
  8. Reconnect the USB cable to the rear of the printer.
  9. If the printer does not automatically add to the Printers list, click the Add button ( ).
  10. Select your HP printer from the list, and then click Add . After a few seconds, the printer displays in the Printers list.
  11. Try printing again.
  1. On the upper left corner of the computer desktop, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Scan to open the Printers list.
  3. In the Printers list, select your HP printer, and then click the Minus button ( ) to delete it.
  4. Exit all open windows or programs, and then restart the computer.
  5. When the computer restarts, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  6. Click Print & Fax to open the Printers list.
  7. If the printer does not automatically add to the Printers list, click the Add button ( ).
  8. Select your HP printer from the list, and then click Add . After a few seconds, the printer displays in the Printers list.
  9. Try printing again.

Solution four: Perform a power reset of the printer

A power reset drains the power from the printer and returns to the same settings after restarting. A power reset is a common troubleshooting step, and you can perform one for conditions like print jobs getting stuck in the queue.
  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
After you turn the printer on again, the print jobs should begin printing automatically.

Solution five: Delete the print jobs from the print queue

  1. Click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Scan to open the Printers list.
  3. Click your HP printer in the Printers list, and then click Open Print Queue . The print queue opens.
  4. In the print queue, click a print job, and then click Delete ( ).
  5. Delete each print job from the print queue in the same way.
  6. Try the print job again.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps for the Mac OS X v10.6 and OS X v10.7 operating systems.

Solution one: Check the connection between the HP printer and the computer (connectivity)

A common cause of print jobs getting stuck in the print queue is the communication between your computer and your HP printer (connectivity). First, select the type of connection your HP printer uses, and then follow the steps.
Follow these steps to check the USB connection from the HP product to the computer.
Step one: Disconnect and reconnect the USB cable
  1. Disconnect the USB cable from the back of the HP product.
    Figure 45: Disconnect the USB cable from the back of the HP product
    Illustration of unplugging the USB cable
  2. Disconnect the USB cable from the back of the computer.
  3. Wait five seconds.
  4. Reconnect the USB cable to the product and the computer. Apply some pressure to secure the connections.
  5. Make sure that the USB cable is connected correctly.
    Figure 46: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 47: Connect the larger end of the USB cable to the computer
    Illustration: Connect the USB cable to the computer
Step two: Test the USB connection
To test the USB connection, first select your USB connection type.
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable
  1. Replace the USB cable. HP supports USB cables less than 3 meters (9 feet 10 inches) in length.
  2. Try printing again.
Step four: Remove additional USB devices that connect to the computer
If you have several USB-connected devices, such as another printer, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the HP product.
  2. Try printing again.
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
  1. Click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Fax in Mac OS X 10.6 or Print & Scan in OS X 10.7 to open the Printers list.
  3. Click your HP printer in the Printers list, and then click Open Print Queue . The print queue opens.
  4. From the print queue, click Printer Setup ( ).
  5. Click the Utility tab, and then click the Open Printer Utility button. The Printer Utility opens.
    • If the printer does not display in the device list, and no options for the printer display, there is no network connectivity . Discontinue the troubleshooting steps in this document, and search for a document related to network connectivity rather than "print jobs are stuck in the print queue."
    • If the printer displays in the device list, and options for the printer display, the product is connected to the network . Continue to the next solution.

Solution two: Restart the jobs in the print queue

Follow these steps to restart jobs in the print queue, if you unknowingly paused the printer.
  1. Click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Fax in Mac OS X 10.6 or Print & Scan in OS X 10.7 to open the Printers list.
  3. Click your HP printer in the Printers list, and then click Open Print Queue . The print queue opens.
    • If you see a Pause Printer button ( ), disregard this step and continue with the next solution in this document.
    • If you see a Resume Printer button ( ), click it. This restarts any paused print jobs. If the print jobs did not resume, continue to the next solution.

Solution three: Delete and then re-add the HP printer to the printer list

Follow these steps to delete the printer from the printer list, and then re-add it. First, choose your connection type.
  1. On the upper left corner of the computer desktop, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Fax in Mac OS X 10.6 or Print & Scan in OS X 10.7 to open the Printers list.
  3. In the Printers list, click your HP printer, and then click the Minus button ( ) to delete it.
  4. Disconnect the USB cable from the rear of the printer.
    Figure 48: Disconnect the USB cable from the rear of the HP product
    Image of unplugging the USB cable
  5. Exit all open windows and programs, and then restart the computer.
  6. When the computer restarts, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  7. Click Print & Fax in Mac OS X 10.6 or Print & Scan in OS X 10.7 to open the Printers list.
  8. Reconnect the USB cable to the rear of the printer.
  9. If the printer does not automatically add to the Printers list, click the Add button ( ).
  10. Select your HP printer from the list, and then click Add . After a few seconds, the printer displays in the Printers list.
  11. Try printing again.
  1. On the upper left corner of the computer desktop, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Fax in Mac OS X 10.6 or Print & Scan in OS X 10.7 to open the Printers list.
  3. In the Printers list, select your HP printer, and then click the Minus button ( ) to delete it.
  4. Exit all open windows or programs, and then restart the computer.
  5. When the computer restarts, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  6. Click Print & Fax to open the Printers list.
  7. If the printer does not automatically add to the Printers list, click the Add button ( ).
  8. Select your HP printer from the list, and then click Add . After a few seconds, the printer displays in the Printers list.
  9. Try printing again.

Solution four: Perform a power reset of the printer

A power reset drains the power from the printer and returns to the same settings after restarting. A power reset is a common troubleshooting step, and you can perform one for conditions like print jobs getting stuck in the queue.
  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
After you turn the printer on again, the print jobs should begin printing automatically.

Solution five: Delete the print jobs from the print queue

  1. Click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Fax in Mac OS X 10.6 or Print & Scan in OS X 10.7 to open the Printers list.
  3. Click your HP printer in the Printers list, and then click Open Print Queue . The print queue opens.
  4. In the print queue, click a print job, and then click Delete ( ).
  5. Delete each print job from the print queue in the same way.
  6. When the print queue is empty, click Resume Printer .
  7. Try the print job again.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps for the Mac OS X 10.4 and Mac OS X v10.5 operating systems.

Solution one: Check the connection between the HP printer and the computer (connectivity)

A common cause of print jobs getting stuck in the print queue is the communication between your computer and your HP printer (connectivity). First, select the type of connection your HP printer uses, and then follow the steps.
Follow these steps to check the USB connection from the HP product to the computer.
Step one: Disconnect and reconnect the USB cable
  1. Disconnect the USB cable from the back of the HP product.
    Figure 49: Disconnect the USB cable from the back of the HP product
    Illustration of unplugging the USB cable
  2. Disconnect the USB cable from the back of the computer.
  3. Wait five seconds.
  4. Reconnect the USB cable to the product and the computer. Apply some pressure to secure the connections.
  5. Make sure that the USB cable is connected correctly.
    Figure 50: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 51: Connect the larger end of the USB cable to the computer
    Illustration: Connect the USB cable to the computer
Step two: Test the USB connection
To test the USB connection, first select your USB connection type.
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the HP product.
    3. Try printing again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable
  1. Replace the USB cable. HP supports USB cables less than 3 meters (9 feet 10 inches) in length.
  2. Try printing again.
Step four: Remove additional USB devices that connect to the computer
If you have several USB-connected devices, such as another printer, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the HP product.
  2. Try printing again.
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
  1. Click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Fax to open the Printers list.
  3. Click your HP printer in the Printers list, and then click Open Print Queue . The print queue opens.
  4. From the print queue, click Utility ( ). The Status Monitor opens.
    If there is no network connectivity, the Status Monitor reports that the printer is not connected.
If there is no connectivity , discontinue the troubleshooting steps in this document, and search for a document related to network connectivity rather than "print jobs are stuck in the print queue."

If there is connectivity , continue troubleshooting.

Solution two: Restart the jobs in the print queue

Follow these steps to restart jobs in the print queue, if you unknowingly paused the printer.
  1. Click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Fax to open the Printers list.
  3. Click your HP printer in the Printers list, and then click Open Print Queue . The print queue opens.
    • If you see a Pause Printer button ( ), disregard this step and continue with the next solution in this document.
    • If you see a Resume Printer button ( ), click it. This restarts any paused print jobs. If the print jobs did not resume, continue to the next solution.

Solution three: Delete and then re-add the HP printer to the printer list

Follow these steps to delete the printer from the printer list, and then re-add it. First, choose your connection type.
  1. Click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Fax to open the Printers list.
  3. In the Printers list, click your HP printer, and then click the Minus button ( ) to delete it.
  4. Disconnect the USB cable from the rear of the printer.
    Figure 52: Disconnect the USB cable from the rear of the HP product
    Image of unplugging the USB cable
  5. Exit all open windows and programs, and then restart the computer.
  6. When the computer restarts, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  7. Click Print & Fax to open the Printers list.
  8. Reconnect the USB cable to the rear of the printer.
  9. If the printer does not automatically add to the Printers list, click the Add button ( ).
  10. Select your HP printer from the list, and then click Add . After a few seconds, the printer displays in the Printers list.
  11. Try printing again.
  1. Click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Fax to open the Printers list.
  3. In the Printers list, select your HP printer, and then click the Minus button ( ) to delete it.
  4. Exit all open windows or programs, and then restart the computer.
  5. When the computer restarts, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  6. Click Print & Fax to open the Printers list.
  7. If the printer does not automatically add to the Printers list, click the Add button ( ).
  8. Select your HP printer from the list, and then click Add . After a few seconds, the printer displays in the Printers list.
  9. Try printing again.

Solution four: Perform a power reset of the printer

A power reset drains the power from the printer and returns to the same settings after restarting. A power reset is a common troubleshooting step, and you can perform one for conditions like print jobs getting stuck in the queue.
  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.
After you turn the printer on again, the print jobs should begin printing automatically.

Solution five: Delete the print jobs from the print queue

  1. Click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Fax to open the Printers list.
  3. Click your HP printer in the Printers list, and then click Open Print Queue . The print queue opens.
  4. In the print queue, click a print job, and then click Delete ( ).
  5. Delete each print job from the print queue in the same way.
  6. Try the print job again.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
HP Photosmart Premium Fax All-in-One Printer - C309a

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
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