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HP Photosmart 6510 e-All-in-One Printer - B211a support

'Printer is offline' Message Displays on the Computer and the Printer Will Not Print

  • PrintPrint

Issue

The error message 'Printer is offline ' displays on the computer, and the printer won't print. The following symptoms might also accompany this issue, and this document does address these other symptoms:
  • Printer won't print
  • Print jobs are stuck in the print queue
    A log of print jobs waiting to print
  • No response from the printer
Click the plus sign () next to your operating system for more information.
Follow these steps for the Windows XP operating system.
Important : You must follow these solutions in the order presented to resolve the issue.
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.

Before you begin: Check the hardware

If your HP printer has any problems with the hardware, such as a paper jam or a carriage jam, incorrectly installed cartridges, or even low ink, it could appear that print jobs are getting stuck in the print queue. Following are some examples of hardware-related problems:
 If you notice any of these issues, HP recommends searching for a document that is more specific to the hardware issue. For example, if you see blinking lights on your printer, or there is an error message on the computer, search HP's Web site for the specific error message or blinking lights.

Otherwise, continue with the solutions in this document.

Solution one: Download a tool to resolve the issue automatically

HP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems. HP recommends that you download and install the tool any time you need to troubleshoot a problem with your HP printer.
    Image: Print and Scan Doctor iconThe HP Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
    Connectivity :

    • USB: Ensures that the USB connection from your computer to the HP product is working correctly.
    • Network: Ensures that the network connection between your computer and your network is working correctly.


    Driver Check : Checks for missing or corrupt driver files.

    Device Manager : Checks for problems in Device Manager that would prevent printing.

    Device Online : Checks if the product has been paused or set to offline, and then sets the status back to online if necessary.

    Print Queue : Checks for and clears pending print jobs in the print queue (a log of print jobs waiting to print).

    Port Match : Checks the port settings for the HP product.

    Device Conflicts : Checks for conflicts with other drivers, such as other printer brands.

Step one: Download the tool

NOTE:The HP Print and Scan Doctor might not be available for all HP products, particularly older products. It is available for most products, however, and in most languages. This tool is available only for Windows operating systems. The tool is not available for Mac OS X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 1: Example tool with list of HP products installed
    Graphic: HP Print and Scan Doctor

Step two: Run the tool

  1. Press the Power button ( ) to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 2: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is only available for multi-function products.
    Figure 3: Select an action
    Graphic: Select Fix Printing or Fix Scanning

Step three: Resolve diagnosed printing problems

  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Print in the Print and Scan Doctor. The product prints a test page.
    • If the test page prints successfully , you do not need to continue troubleshooting. You resolved the issue.
    • If the test page does not print , click Restart Computer in the Print and Scan Doctor. After the computer restarts, try running the tool again.
    • If you are still experiencing printing issues , click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users.
      Figure 4: Example of additional support options
      Graphic: Additional support options
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Restart the computer and check the print queue

Follow these steps to restart your computer, and then check the print queue.

Video of checking 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 .
  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 5: 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 and the error message no longer displays , you resolved the issue and you do not need to continue troubleshooting.
  • If the print jobs are in the print queue and the error message still displays , continue to the next solution.

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

A common cause of this issue 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.

Video of how to check the network connection

The following video demonstrates how to check the computer network connection 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 .
      A USB
      Universal Serial Bus
      connection is common for home printing. This is a direct connection between the printer and your computer.
      Figure 6: Example USB connection
      A wired (Ethernet) network connection is a network connection where the printer is physically connected to the computers on a network with an Ethernet cable.
      Figure 7: Example Ethernet connection
      Illustration of a wired network setup
      A wireless connection is a network connection where the printer is not physically connected to the computers on the network.
      Figure 8: Example wireless network connection
      Illustration of a wireless network setup
Follow these steps to check the USB connection.
Video on how to disconnect and reconnect the USB cable
The following video demonstrates how to disconnect and reconnect the USB cable from your computer and product.
If you cannot see the video or to view the video in a different size, click here to view the video on YouTube .
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 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 12: 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 13: Example Printer Name in the Web browser address bar
    Illustration of the Printer Name in a Web browser
  8. Determine connectivity:
    • If the 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)
      Example EWS
    • If the 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 this error message.

If there is connectivity , continue troubleshooting.

Solution four: 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 16: Example of default printer icon
    Illustration of the default printer icon in Windows XP
    • If the wrong product is the default , right-click the icon for the correct printer, and then click Set as Default Printer .
    • If the correct product is 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 17: 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 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 instructions in this document to remove and reinstall the HP software.
  8. Restart the computer, and then try the print job again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution five: Determine whether the printer is paused or offline

Follow these steps to 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution six: 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution seven: Restart the Print Spooler device

Follow these steps to restart the Printer Spooler device.
  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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

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 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution nine: Remove and reinstall the HP 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 software

After you complete the previous steps, you can reinstall the printer software and driver with one of the following methods:
  • Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
  • Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution ten: Perform a power reset

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 this.
  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.
Important : You must follow these solutions in the order presented to resolve the issue.
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.

Before you begin: Check the hardware

If your HP printer has any problems with the hardware, such as a paper jam or a carriage jam, incorrectly installed cartridges, or even low ink, it could appear that print jobs are getting stuck in the print queue. Following are some examples of hardware-related problems:
 If you notice any of these issues, HP recommends searching for a document that is more specific to the hardware issue. For example, if you see blinking lights on your printer, or there is an error message on the computer, search HP's Web site for the specific error message or blinking lights.

Otherwise, continue with the solutions in this document.

Solution one: Download a tool to resolve the issue automatically

HP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems. HP recommends that you download and install the tool any time you need to troubleshoot a problem with your HP printer.
    Image: Print and Scan Doctor iconThe HP Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
    Connectivity :

    • USB: Ensures that the USB connection from your computer to the HP product is working correctly.
    • Network: Ensures that the network connection between your computer and your network is working correctly.


    Driver Check : Checks for missing or corrupt driver files.

    Device Manager : Checks for problems in Device Manager that would prevent printing.

    Device Online : Checks if the product has been paused or set to offline, and then sets the status back to online if necessary.

    Print Queue : Checks for and clears pending print jobs in the print queue (a log of print jobs waiting to print).

    Port Match : Checks the port settings for the HP product.

    Device Conflicts : Checks for conflicts with other drivers, such as other printer brands.

Step one: Download the tool

NOTE:The HP Print and Scan Doctor might not be available for all HP products, particularly older products. It is available for most products, however, and in most languages. This tool is available only for Windows operating systems. The tool is not available for Mac OS X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 19: Example tool with list of HP products installed
    Graphic: HP Print and Scan Doctor

Step two: Run the tool

  1. Press the Power button ( ) to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 20: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is only available for multi-function products.
    Figure 21: Select an action
    Graphic: Select Fix Printing or Fix Scanning

Step three: Resolve diagnosed printing problems

  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Print in the Print and Scan Doctor. The product prints a test page.
    • If the test page prints successfully , you do not need to continue troubleshooting. You resolved the issue.
    • If the test page does not print , click Restart Computer in the Print and Scan Doctor. After the computer restarts, try running the tool again.
    • If you are still experiencing printing issues , click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users.
      Figure 22: Example of additional support options
      Graphic: Additional support options
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

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 23: 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 and the error message no longer displays , you resolved the issue and you do not need to continue troubleshooting.
  • If the print jobs are in the print queue and the error message still displays , continue to the next solution.

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

A common cause of this issue 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.

Video of how to check the network connection

The following video demonstrates how to check the network connection 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 .
      A USB
      Universal Serial Bus
      connection is common for home printing. This is a direct connection between the printer and your computer.
      Figure 24: Example USB connection
      A wired (Ethernet) network connection is a network connection where the printer is physically connected to the computers on a network with an Ethernet cable.
      Figure 25: Example Ethernet connection
      Illustration of a wired network setup
      A wireless connection is a network connection where the printer is not physically connected to the computers on the network.
      Figure 26: Example wireless network connection
      Illustration of a wireless network setup
Follow these steps to check the USB connection.
Video on how to disconnect and reconnect the USB cable
The following video demonstrates how to disconnect and reconnect the USB cable from your computer and product.
If you cannot see the video or to view the video in a different size, click here to view the video on YouTube .
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 27: 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 28: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 29: 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.
  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 30: 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 31: Example IP address in the Web browser address bar
    Illustration of the IP address in a Web browser
  6. Determine connectivity:
    • If the wireless connection between the HP product and your computer is correct (connectivity) , the Embedded Web Server (EWS) for your printer opens.
      Figure 32: 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 33: 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 this error.

If there is connectivity , continue troubleshooting.

Solution four: 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 on how to check the print driver and the 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 ( ), 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 34: Example of default printer icon
    Illustration of the default printer icon in Windows Vista
    • If the wrong product is 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 product is 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 35: 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 36: 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 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution five: Determine whether the printer is paused or offline

Follow these steps to 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution six: Manually clear the print queue

  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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution seven: Restart the Print Spooler device

Follow these steps to restart the Print Spooler device.
  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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution eight: Check the software program

If print jobs from one specific software program are not printing, 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 the Windows icon ( ), 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution nine: Remove and reinstall the HP 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 software

After you complete the previous steps, you can reinstall the printer software and driver with one of the following methods:
  • Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
  • Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution ten: Perform a power reset

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 this error.
  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.
Important : You must follow these solutions in the order presented to resolve the issue.
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.

Before you begin: Check the hardware

If your HP printer has any problems with the hardware, such as a paper jam or a carriage jam, incorrectly installed cartridges, or even low ink, it could appear that print jobs are getting stuck in the print queue. Following are some examples of hardware-related problems:
 If you notice any of these issues, HP recommends searching for a document that is more specific to the hardware issue. For example, if you see blinking lights on your printer, or there is an error message on the computer, search HP's Web site for the specific error message or blinking lights.

Otherwise, continue with the solutions in this document.

Solution one: Download a tool to resolve the issue automatically

HP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems. HP recommends that you download and install the tool any time you need to troubleshoot a problem with your HP printer.
    Image: Print and Scan Doctor iconThe HP Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
    Connectivity :

    • USB: Ensures that the USB connection from your computer to the HP product is working correctly.
    • Network: Ensures that the network connection between your computer and your network is working correctly.


    Driver Check : Checks for missing or corrupt driver files.

    Device Manager : Checks for problems in Device Manager that would prevent printing.

    Device Online : Checks if the product has been paused or set to offline, and then sets the status back to online if necessary.

    Print Queue : Checks for and clears pending print jobs in the print queue (a log of print jobs waiting to print).

    Port Match : Checks the port settings for the HP product.

    Device Conflicts : Checks for conflicts with other drivers, such as other printer brands.

Step one: Download the tool

NOTE:The HP Print and Scan Doctor might not be available for all HP products, particularly older products. It is available for most products, however, and in most languages. This tool is available only for Windows operating systems. The tool is not available for Mac OS X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 37: Example tool with list of HP products installed
    Graphic: HP Print and Scan Doctor

Step two: Run the tool

  1. Press the Power button ( ) to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 38: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is only available for multi-function products.
    Figure 39: Select an action
    Graphic: Select Fix Printing or Fix Scanning

Step three: Resolve diagnosed printing problems

  1. In the Print and Scan Doctor results screen, view the list of results.
    • If you see only green check marks ( ), the tool did not find any problems.
    • If you see green wrenches ( ), the utility identified an issue and corrected it automatically.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Print in the Print and Scan Doctor. The product prints a test page.
    • If the test page prints successfully , you do not need to continue troubleshooting. You resolved the issue.
    • If the test page does not print , click Restart Computer in the Print and Scan Doctor. After the computer restarts, try running the tool again.
    • If you are still experiencing printing issues , click the Support and Troubleshooting link that displays in the last Print and Scan Doctor window. You will be directed to support options that are tailored to your printer. Click the HP Support Forum link for help from other HP printer users.
      Figure 40: Example of additional support options
      Graphic: Additional support options
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Restart the computer and check the print queue

  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 41: 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 Devices and printers , and then double-click the icon for your product ( ).
  • If there are no print jobs in the print queue and the error message no longer displays , you resolved the issue and you do not need to continue troubleshooting.
  • If the print jobs are in the print queue and the error message still displays , continue to the next solution.

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

A common cause of this issue 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.

Video of how to check the network connection

The following video demonstrates how to check the network connection 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 .
      A USB
      Universal Serial Bus
      connection is common for home printing. This is a direct connection between the printer and your computer.
      Figure 42: Example USB connection
      A wired (Ethernet) network connection is a network connection where the printer is physically connected to the computers on a network with an Ethernet cable.
      Figure 43: Example Ethernet connection
      Illustration of a wired network setup
      A wireless connection is a network connection where the printer is not physically connected to the computers on the network.
      Figure 44: Example wireless network connection
      Illustration of a wireless network setup
Follow these steps to check the USB connection.
Video on how to disconnect and reconnect the USB cable
The following video demonstrates how to disconnect and reconnect the USB cable from your computer and product.
If you cannot see the video or to view the video in a different size, click here to view the video on YouTube .
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.
  • 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 48: 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 49: Example IP address in the Web browser address bar
    Illustration of the IP address in a Web browser
  6. Determine connectivity:
    • If the wireless connection between the HP product and your computer is correct (connectivity) , the Embedded Web Server (EWS) for your printer opens.
      Figure 50: 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 51: 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 this error.

If there is connectivity , continue troubleshooting.

Solution four: 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 on how to check the print driver and the 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 52: Example of default printer icon
    Illustration of the default printer icon in Windows 7
    • If the wrong product is the default , right-click the icon for the correct product, click Set as Default Printer , and then continue to the next step.
    • If the correct product is 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 53: 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 54: 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 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution five: Determine whether the printer is paused or offline

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

Video of how to determine 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution six: Manually clear the print queue

Follow these steps to manually clear the print queue.

Video on how to clear 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution seven: Restart the Print Spooler device

Follow these steps to restart the print spooler device.

Video of how to restart the Print Spooler device

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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

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 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 the Windows icon ( ), 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution nine: Remove and reinstall the HP 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 software

After you complete the previous steps, you can reinstall the printer software and driver with one of the following methods:
  • Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
  • Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution ten: Perform a power reset

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 this error.
  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 8 operating system.
Important : You must follow these solutions in the order presented to resolve the issue.
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.

Before you begin: Check the hardware

If your HP printer has any problems with the hardware, such as a paper jam or a carriage jam, incorrectly installed cartridges, or even low ink, it could appear that print jobs are getting stuck in the print queue. Following are some examples of hardware-related problems:
 If you notice any of these issues, HP recommends searching for a document that is more specific to the hardware issue. For example, if you see blinking lights on your printer, or there is an error message on the computer, search HP's Web site for the specific error message or blinking lights.

Otherwise, continue with the solutions in this document.

Solution one: Download a tool to resolve the issue automatically

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.
HP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems. HP recommends that you download and install the tool any time you need to troubleshoot a problem with your HP printer.
    Image: Print and Scan Doctor iconThe HP Print and Scan Doctor diagnoses and helps resolve common printing, scanning, and connectivity problems, including:
    Connectivity :

    • USB: Ensures that the USB connection from your computer to the HP product is working correctly.
    • Network: Ensures that the network connection between your computer and your network is working correctly.


    Driver Check : Checks for missing or corrupt driver files.

    Device Manager : Checks for problems in Device Manager that would prevent printing.

    Device Online : Checks if the product has been paused or set to offline, and then sets the status back to online if necessary.

    Print Queue : Checks for and clears pending print jobs in the print queue (a log of print jobs waiting to print).

    Port Match : Checks the port settings for the HP product.

    Device Conflicts : Checks for conflicts with other drivers, such as other printer brands.

Step one: Download the tool

NOTE:The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. 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.

Step two: Run the tool

  1. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.

Step three: Resolve diagnosed printing problems

  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Print in the Print and Scan Doctor. The printer prints a test page.
    • If the test page prints successfully , you do not need to continue troubleshooting. You resolved the issue.
    • If the test page does not print , follow the instructions in the Print and Scan Doctor to reset your printer. After the printer resets, try printing a test page again.
    • If you are still experiencing printing issues , click Other Support Options for support that is tailored to your printer, or click Next for a full list options such as the HP Support Forum for help from other HP customers.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Restart the computer and check the print queue

Follow these steps to restart the computer and to check the print queue.

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 .
  1. Follow these steps to restart the computer:
    1. Move the mouse cursor or tap and hold the top right or bottom right of the screen to activate the Charms Bar.
    2. Click or tap Settings .
    3. Click or tap Power .
    4. Click or tap Restart .
  2. After the computer restarts, double-click or tap and hold the printer icon ( ) in the lower right corner (the notification area) of the computer. The print queue opens.
    Figure 55: The printer icon in the notification area
    Image: The printer icon in the notification area
    No printer icon in the notification area?

    If you do not see the printer icon in the Desktop, right-click or tap and hold the lower left hand corner of the screen to open the menu. Click or tap Control Panel , and then 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 and the error message no longer displays , you resolved the issue and you do not need to continue troubleshooting.
  • If the print jobs are in the print queue and the error message still displays , continue to the next solution.

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

A common cause of this issue 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.

Video of how to check the network connection

The following video demonstrates how to check the network connection between your printer and your computer.
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 play the video on YouTube .
Follow these steps to check the USB connection.
Video on how to disconnect and reconnect the USB cable
The following video demonstrates how to disconnect and reconnect the USB cable from your computer and product.
If you cannot see the video or to view the video in a different size, click here to view the video on YouTube .
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 56: 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 57: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 58: 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. 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 59: 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.
 If there is no connectivity , discontinue the troubleshooting steps in this document, and search for a document related to network connectivity rather than this error.

If there is connectivity , continue troubleshooting.

Solution four: 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 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 ( ) on the lower left corner of the screen, and then click Search .
  2. Type Devices and Printers in the Search box, and then 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 60: Example of a default printer icon
    Image: The default printer icon in Windows 8
    • If the wrong printer is 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 product is the default , continue to the next step.
  4. Right-click the icon for your printer, and then click Printer properties . The printer's Properties window opens.
  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 61: 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 instructions in this document to remove and reinstall the HP software.
  9. Restart the computer, and then try the print job again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution five: Determine whether the printer is paused or offline

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

Video of how to determine whether the printer is paused or offline

The following video demonstrates how to determine whether the printer is paused or offline.
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 play 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 printer, 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution six: Manually clear the print queue

Video on how to clear the print queue

The following video demonstrates how to manually clear the print queue in Windows 8.
NOTE:The video shows the HP Photosmart 7510 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. Return to the Devices and printers folder that you opened earlier in this document.
  2. Right-click the name of the printer, 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution seven: Restart the Print Spooler device

Follow these steps to restart the Printer Spooler device.

Video of how to restart the Print Spooler device

The following video demonstrates how to restart the Print Spooler device.
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 play 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

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 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.
    Move the mouse to the upper-right corner of the screen to open the Charms Bar.
    Click Search .
    Type Notepad into the search box.
    Click Notepad .
    Type a test message in Notepad.
    Click File , and then click Print .
    Select 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution nine: Remove and reinstall the HP software

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

Step one: Remove the software

Choose your connection type, and then follow the steps to remove the printer software.
NOTE:Do not disconnect the printer from the network to uninstall the software.
  1. Right-click the Start button ( ) in the lower left corner of the screen, and then click Programs and Features .
  2. Right-click your HP printer's name, and then click Uninstall .
  3. Follow the on-screen instructions to uninstall the software.
  1. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to a network, leave it connected.
  2. Press the Power button to turn on the printer.
  3. Right-click the Start button ( ) in the lower left corner of the screen, and then click Programs and Features .
  4. Right-click your HP printer's name, and then click Uninstall .
  5. Follow the on-screen instructions to uninstall the software.
  6. Repeat these steps for each occurrence of your printer's name until none remain in the list.
    If an error message displays while you are uninstalling the software, follow these steps.
    1. Click OK to close the error message.
    2. Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type administrative tools .
    3. Click Administrative Tools in the results.
    4. Double-click Print Management , and then double-click All Drivers .
    5. Find every instance of the printer you are trying to uninstall, right-click the name, and then click Delete .
    6. Close the Print Management window, return to Programs and Features , and then continue uninstalling the remaining printer software.

Step two: Reinstall the software

After you complete the previous steps, you can reinstall the printer software and driver with one of the following methods:
  • Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
  • Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution ten: Perform a power reset

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 this error.
  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 Mac OS X 10.4 and 10.5 operating systems.
Important : You must follow these solutions in the order presented to resolve the issue.

Before you begin: Check the hardware

If your HP printer has any problems with the hardware, such as a paper jam or a carriage jam, incorrectly installed cartridges, or even low ink, it could appear that print jobs are getting stuck in the print queue. Following are some examples of hardware-related problems:
 If you notice any of these issues, HP recommends searching for a document that is more specific to the hardware issue. For example, if you see blinking lights on your printer, or there is an error message on the computer, search HP's Web site for the specific error message or blinking lights.

Otherwise, continue with the solutions in this document.

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

A common cause of this issue 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.
      A USB
      Universal Serial Bus
      connection is common for home printing. This is a direct connection between the printer and your computer.
      Figure 62: Example USB connection
      A wired (Ethernet) network connection is a network connection where the printer is physically connected to the computers on a network with an Ethernet cable.
      Figure 63: Example Ethernet connection
      Illustration of a wired network setup
      A wireless connection is a network connection where the printer is not physically connected to the computers on the network.
      Figure 64: Example wireless network connection
      Illustration of a wireless network setup
Video on how to disconnect and reconnect the USB cable
The following video demonstrates how to disconnect and reconnect the USB cable from your computer and product.
If you cannot see the video or to view the video in a different size, click here to view the video on YouTube .
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 65: 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 66: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 67: 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.
  1. Click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
  2. Click Print & Fax , click your HP printer in the Printers list, and then click Open Print Queue . The print queue opens.
  3. From the print queue, click Utility ( ). The Status Monitor opens.
    If there is no network connectivity, the Status Monitor will report 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 this error.

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 , 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.
      A USB
      Universal Serial Bus
      connection is common for home printing. This is a direct connection between the printer and your computer.
      Figure 68: Example USB connection
      A wired (Ethernet) network connection is a network connection where the printer is physically connected to the computers on a network with an Ethernet cable.
      Figure 69: Example Ethernet connection
      Illustration of a wired network setup
      A wireless connection is a network connection where the printer is not physically connected to the computers on the network.
      Figure 70: Example wireless network connection
      Illustration of a wireless network setup
  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 to open the Printers list.
    Figure 71: Example Printers list in the Print & Fax folder
    Illustration of the Printers list on a Mac
  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 printer.
    Figure 72: Disconnect the USB cable from the rear of the HP product
    Illustration 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 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
  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 to open the Printers list.
    Figure 73: Example Printers list in the Print & Fax folder
    Illustration of the Printers list on a Mac
  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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

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 this error.
  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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

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 , click your HP printer in the Printers list, and then click Open Print Queue . The print queue opens.
  3. In the print queue, click a print job, and then click Delete ( ).
  4. Delete each print job from the print queue in the same way.
  5. 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 10.6 and OS X 10.7 operating systems.
Important : You must follow these solutions in the order presented to resolve the issue.

Before you begin: Check the hardware

If your HP printer has any problems with the hardware, such as a paper jam or a carriage jam, incorrectly installed cartridges, or even low ink, it could appear that print jobs are getting stuck in the print queue. Following are some examples of hardware-related problems:
 If you notice any of these issues, HP recommends searching for a document that is more specific to the hardware issue. For example, if you see blinking lights on your printer, or there is an error message on the computer, search HP's Web site for the specific error message or blinking lights.

Otherwise, continue with the solutions in this document.

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.
      A USB
      Universal Serial Bus
      connection is common for home printing. This is a direct connection between the printer and your computer.
      Figure 74: Example USB connection
      A wired (Ethernet) network connection is a network connection where the printer is physically connected to the computers on a network with an Ethernet cable.
      Figure 75: Example Ethernet connection
      Illustration of a wired network setup
      A wireless connection is a network connection where the printer is not physically connected to the computers on the network.
      Figure 76: Example wireless network connection
      Illustration of a wireless network setup
Video on how to disconnect and reconnect the USB cable
The following video demonstrates how to disconnect and reconnect the USB cable from your computer and product.
If you cannot see the video or to view the video in a different size, click here to view the video on YouTube .
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 77: 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 78: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 79: 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.
  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.
      A USB
      Universal Serial Bus
      connection is common for home printing. This is a direct connection between the printer and your computer.
      Figure 80: Example USB connection
      A wired (Ethernet) network connection is a network connection where the printer is physically connected to the computers on a network with an Ethernet cable.
      Figure 81: Example Ethernet connection
      Illustration of a wired network setup
      A wireless connection is a network connection where the printer is not physically connected to the computers on the network.
      Figure 82: Example wireless network connection
      Illustration of a wireless network setup
  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 83: 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
  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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

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. 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 Mountain Lion and Mavericks operating systems.
Important : You must follow these solutions in the order presented to resolve the issue.

Before you begin: Check the hardware

If your HP printer has any problems with the hardware, such as a paper jam or a carriage jam, incorrectly installed cartridges, or even low ink, it could appear that print jobs are getting stuck in the print queue. Following are some examples of hardware-related problems:
 If you notice any of these issues, HP recommends searching for a document that is more specific to the hardware issue. For example, if you see blinking lights on your printer, or there is an error message on the computer, search HP's Web site for the specific error message or blinking lights.

Otherwise, continue with the solutions in this document.

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.
      A USB
      Universal Serial Bus
      connection is common for home printing. This is a direct connection between the printer and your computer.
      Figure 84: Example USB connection
      A wired (Ethernet) network connection is a network connection where the printer is physically connected to the computers on a network with an Ethernet cable.
      Figure 85: Example Ethernet connection
      Illustration of a wired network setup
      A wireless connection is a network connection where the printer is not physically connected to the computers on the network.
      Figure 86: Example wireless network connection
      Illustration of a wireless network setup
Video on how to disconnect and reconnect the USB cable
The following video demonstrates how to disconnect and reconnect the USB cable from your computer and product.
If you cannot see the video or to view the video in a different size, click here to view the video on YouTube .
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 87: 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 88: Connect the smaller end of the USB cable to the back of the HP product
    Illustration: Connect the USB cable to the printer
    Figure 89: 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.
  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.
      A USB
      Universal Serial Bus
      connection is common for home printing. This is a direct connection between the printer and your computer.
      Figure 90: Example USB connection
      A wired (Ethernet) network connection is a network connection where the printer is physically connected to the computers on a network with an Ethernet cable.
      Figure 91: Example Ethernet connection
      Illustration of a wired network setup
      A wireless connection is a network connection where the printer is not physically connected to the computers on the network.
      Figure 92: Example wireless network connection
      Illustration of a wireless network setup
  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 93: 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
  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 & Scan 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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

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.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

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 .
HP Photosmart 6510 e-All-in-One Printer - B211a

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
HP on YouTube