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Ask Viet - Printer Tech Your Own Question
Viet - Printer Tech
Viet - Printer Tech, Technician
Category: Printers
Satisfied Customers: 38195
Experience:  Troubleshoot printers, scanners, etc.
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HP Officejet Pro 8500A Plus has a document in the printer

Customer Question

HP Officejet Pro 8500A Plus has a document in the printer queue since 26 May. It will not print, it will not delete from the queue. I have switched the printer off, retstarted; removed the device and reinstalled and still the document is in the queue. How do I remove it from the queue - also I have no document of the name in the queue in my files.
Submitted: 1 year ago.
Category: Printers
Expert:  Jess replied 1 year ago.

Hi Charles, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.

I am sorry about your issues. Are you using Windows Vista, 7, 8 or 10? Or a Mac?

Please let me know by replying to me here so that I can help you further.

Best regards,
Jess

Customer: replied 1 year ago.
I see a document in the print queue that I cannot remove.
I have removed the device, reconnected and reinstalled.
I have checked ink cartridges.
I can scan, I can print from a scan but I cannot print due to the blocked file
Expert:  Steve replied 1 year ago.

Hi Charles, my name is***** give the following steps a try:

1) Click Start and then Control Panel and then Administrative Tools.

2) Select Services.

3) In the list of services, locate Print Spooler.

4) Right-click on Print Spooler and choose Stop.

5) Navigate to c:\windows\system32\spool\printers

6) Delete all files in that folder.

7) Go back to the Print Spooler in the list of services.

8) Right-click Print Spooler and choose Start.

Your print queue should be empty.

If this answers your question, please accept my answer and rate me appropriately. I don't get paid anything for helping you unless you accept the answer and rate me at least 3 stars. If it doesn't resolve the problem, please chat me back and I'll get a solution for you. Thanks and have a great day!

Expert:  Steve replied 1 year ago.

Hi Charles, just checking back in with you. Were you able to clear the queue?

Customer: replied 1 year ago.
No - Windows 10 OS - I cannot see CONTROL PANEL after START button - so answer stops there
Expert:  Viet - Printer Tech replied 1 year ago.

Hi,

I'm sorry about the issue. Is the printer connected to the computer with a USB cable? Or is the connection wireless?

Please reply at the box below. Thank you,

Expert:  Viet - Printer Tech replied 1 year ago.

Please try the following:

  1. If there is a (USB) cable connected connected from the printer to the computer, then disconnect the USB printer cable from the computer for now.
  2. Right-click on the Start button (which is the Windows logo / icon at the bottom left of the computer's screen), then click on Control Panel.
    ; (Or press at the same time the two keys Windows and R on the keyboard, then type control then click OK, then the Control Panel window will open.)
  3. Then open Hardware and Sound / Devices and Printers.
  4. There, right-click on the HP printer and select the option Remove device and click on Yes. Make sure there is not any HP item showing there for now.
  5. Re-connect the printer USB cable, if any, from the printer to the computer securely.
  6. Wait a bit, and the printer should automatically be reinstalled.
    ; If the printer is wireless, then click on the option Add a printer at the top, and see if it detects your printer, then select and add it.
  7. Then check printing.

- If that does not work, please let me know if you are stuck at any step. Is the printer connected to the computer with a USB cable? Or is the connection wireless? Are you currently able to make a copy from the printer's glass (not printing from the computer)?

Please reply at the box below to continue. Thank you,

Expert:  Viet - Printer Tech replied 1 year ago.

When you are available, please type at the box below, then click on the Send button below to communicate with me, so I can help further. Thank you,