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HP LaserJet M5035 MFP - Not Printing - User Intervention Required

Posted on 2011-02-17
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Last Modified: 2012-08-14
Hi,

one of the network printers has stopped printing. The printer is HP LaserJet M5035 MFP. It's a shared printer. The printer status says. User Intervention required. The prints get stuck in the queue.

I have restarted the print spooler service and delete the jobs queue but didn't work. I deteled the printer and readd that but still didn't work.

any suggestions?
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Question by:IT_Chipperfield
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zipp83 earned 500 total points
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chack the paper siza in the properties of the printer and printer paper type and try to match the settings in the printer to the driver you are setting up.
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Expert Comment

by:outwit
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ISSUE:
When trying to print, one of the following errors occurs: User Intervention Required or Pending .
SOLUTION:
The issue may be resolved by clearing the pause printing in the printer driver or by setting up a parallel connection with the computer.
Clear pause printing
From the Windows Desktop, select Start , Settings , and Printers .
Right-click the HP LaserJet printer icon that is being used.
Select the Work Offline or Pause Printing option (if enabled) to remove the check.
Print the document again.
Establish parallel connection
Turn off the printer or remove the printer from the network.
Connect the printer to the PC using a parallel cable.
Power on the printer.
Print the document again.
 NOTE:  If the User Intervention Required message reappears, disable or remove any HP LaserJet software utilities loaded on the system (for example, Status Window, HP Toolbox, etc.). Prove printer functionality and troubleshoot communications; try printing again.

Uninstall and reinstall the driver
After performing a cold reset on a product installed with USB, a higher DOT4_00x port is created, causing the printer to hang while printing.
 NOTE:  This is required with products installed on a USB port only.

Uninstall the USB printer driver.
Remove the HP folder and AIO folder from the hard drive.
Reinstall the USB printer driver.
CAUSE:
This error can occur if when using a network or printing from a laptop. When the print job goes into a pending status, the printer is either in Work Offline or Pause Printing mode.
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Author Comment

by:IT_Chipperfield
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Hi,

Zipp83, I checked the trays setup on both printer and sever. They are same but when I send the print. I get the following message with the document in the printing queue.

Error - Printing - Printer is Offline [20]

and the number within square brackets is changing after every 2 seconds.

any more ideas?

Outwit. I have already tired what u suggested from the HP website. any more suggestions?
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Expert Comment

by:outwit
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Ok hmm did you also check network connectivity ping printer ip?
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Author Comment

by:IT_Chipperfield
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yes, I can ping the printer via IP and printer name.
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Author Comment

by:IT_Chipperfield
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I connected my laptop directly to the printer and tried printing and I get the same error message that Error  printing - User Intervention required
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Expert Comment

by:zipp83
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chack for firemware update to the printer.
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Author Comment

by:IT_Chipperfield
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Hi,

the problem is now solved. for some reason the DNS records were missing for both printers. I was unable to ping the printers from the print server which was on different VLAN. I added the DNS records for those printers and they are working fine now.
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Author Closing Comment

by:IT_Chipperfield
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it was partially correct
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