Question

HP Officejet 6500 E709n Not Printing; Jobs Sitting in Queue

Asked by: SysAdmin06

My boss, working from his home out-of-state, recently purchased an HP Officejet 6500 E709n. He installed the printer on his XP desktop via USB, and the printer worked... briefly. Then it stopped responding.

The printer still showed up in Printers and Faxes, and was still his default printer. When he sent jobs to it, however, the queue would show the document, but it wouldn't print. Any jobs sent to the printer would sit idle in the queue until he removed them.

He's cleared the queue completely. He's uninstalled and reinstalled the printer now, and has gotten the same result. He's also restarted his machine several times.

Being so far away, I'm having difficulty troubleshooting this issue. Anyone out there able to lend a hand?

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Asked On
2009-09-08 at 13:48:30ID24716213
Tags

hardware

,

printer

Topics

Printers by HP

,

Computer Scanners by HP

,

Miscellaneous Hardware

Participating Experts
3
Points
500
Comments
7

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Answers

 

by: ljones_cnaPosted on 2009-09-08 at 14:04:28ID: 25286145

Hello,

When he connects the printer, is he using the same USB port?  Can you have him check Printers and Faxes to make sure there are not any multiple copies of the same printer?  Also, make sure he right clicks on the printer to make sure it is set online.  Lastly, when he installs the printer, make sure he's installing the software before he connects the printer.

 

by: SysAdmin06Posted on 2009-09-08 at 14:15:45ID: 25286251

Hello ljones_cna, thanks for the response.

- He's using the same USB port.
- There is only one copy of the printer.
- I made sure he isn't plugging the printer in before the software asks him to do so.

- The thought of the printer being offline hadn't occurred to me. I just fired off an email advising him to check that potential issue.

I'm also having him uninstall and try again, this time downloading the latest drivers from HP. I will post here as soon as I get feedback.

 

by: ljones_cnaPosted on 2009-09-08 at 14:22:21ID: 25286298

Sounds good, thanks.

 

by: JohnnyCanuckPosted on 2009-09-08 at 15:38:31ID: 25286769

Clear any docs in the print cue

From a command prompt type "net stop spooler".  Then, in explorer browse to windows->system32->spool->printers, and delete any files.  Then from the command prompt again type "net start spooler".

 

by: nobusPosted on 2009-09-09 at 00:57:19ID: 25289073

when you put the mouse on it, in printers and Faxes, does it show online? if not, the door may be open or such
can you make an off-line copy? if not, the printer is bad..

 

by: ljones_cnaPosted on 2009-09-11 at 06:11:00ID: 25308977

Hi SysAdmin,

Are there any updates?

LJ

 

by: SysAdmin06Posted on 2009-09-11 at 06:43:26ID: 25309403

Sorry for the delay. My boss has taken a while to get back to me, but has ultimately decided that troubleshooting over the phone isn't for him, and is going to exchange his printer for another model.

If the problem had been resolved by another means, I'd just close the question, but since it will never be resolved and we'll never know the answer, I'm going to distribute the points between ljones_cna and JohnnyCanuck for the great troubleshooting tips.

Thanks for your help!
SysAdmin06

20120131-EE-VQP-002

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