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HP Customer Support

HP LaserJet 1020 Printer Troubleshooting

Try the HP Print and Scan Doctor for Windows

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Introduction

Important : HP Print and Scan Doctor is not available for Mac OS X operating systems . It is available only for Windows operating systems.
Image: Print and Scan Doctor iconHP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: The HP Print and Scan Doctor. HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP printer.
Following are some common problems that the Print and Scan Doctor can resolve easily:

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages

Video of downloading and running the HP Print and Scan Doctor

The following video demonstrates how to download and run the HP Print and Scan Doctor.
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If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
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    What does the Print and Scan Doctor check for?
    The 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 Print and Scan Doctor

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.
      Method one: Run 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.
      Method two: Save the utility
      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: Use the Print and Scan Doctor

The following steps provide guidance on how to use the Print and Scan Doctor on your computer.
  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 available only for multi-function products.
    Figure 3: Select an action
    Graphic: Select Fix Printing or Fix Scanning

Step three: Resolve diagnosed problems

Click one of the following topics to resolve diagnosed 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
  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 Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
        Still experiencing scanning 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 5: Example of additional support options
        Graphic: Additional support options