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Resolving Stuck Print Jobs and Printer Troubleshooting Guide

Anya Grossman
Updated

Resolving Stuck Print Jobs

Stuck print jobs can prevent you and other users from printing. Follow these steps to clear the print queue and restore normal printing functionality:

Method 1 (admins only): Using Command Prompt (Recommended) (On the printer server)

  1. Open Command Prompt as an administrator
    • Press the Windows key, type "cmd", right-click on "Command Prompt" and select "Run as administrator"
  2. Stop the print spooler service by typing: net stop spooler and press Enter
  3. Navigate to the print spooler directory by typing: cd C:\Windows\System32\spool\PRINTERS and press Enter
  4. Delete all files in this directory (these are the stuck print jobs)
    1. C:\Windows\System32\spool\PRINTERS
  5. Restart the print spooler service by typing: net start spooler and press Enter
  6. Refresh your printer settings

General Printer Troubleshooting

If you're experiencing other printer issues, try these troubleshooting steps:

Connectivity Issues

  1. Check your network connection (verify if the printer is connected via wireless or LAN)
  2. Ensure you are properly authenticated on the network
  3. Run the Windows printer troubleshooter
    • Go to Settings > Update & Security > Troubleshoot > Printer
  4. Restart your computer

USB Connection Issues

  1. Check your computer's USB settings to ensure the ports are enabled
  2. Restart your computer to reset USB connections
  3. Update or reinstall USB drivers
  4. Inspect the USB ports for any physical damage
  5. Try connecting the device to different USB ports to rule out port-specific issues

'Unknown USB Device (Set Address Failed)' Error

  1. Ensure the printer is properly connected to the computer
  2. Download the latest printer drivers from the manufacturer's website
  3. Run driver installation as an administrator
  4. Check USB ports and cables for any damage
  5. Uninstall and reinstall the printer in Device Manager

Printer Driver Installation Issues

  1. Download the most recent drivers directly from the manufacturer's official website
  2. Ensure you're downloading drivers compatible with your computer's operating system
  3. Temporarily disable antivirus software during installation
  4. Run the driver installation program as an administrator
  5. If automatic installation fails, try manual installation through Device Manager
  6. Restart your computer after driver installation

Disappearing Printers

If printers have suddenly disappeared from your system:

  1. Restart the print spooler service (follow Method 1 steps 1, 2, and 5 above)
  2. This can help reset printer connections and bring offline printers back online

Secure Print Issues

  1. Verify you are connected to the correct server
  2. Look for printers specifically labeled for secure print (typically at the bottom of the printer list or with 'redirected' or 'admin' in the name)
  3. If no secure print option is visible, try switching to a different server
  4. Log out and log back in to refresh printer connections
  5. When printing sensitive documents like checks, ensure you're using a printer with secure print capabilities (such as CAS printer or production room printer)

Remote Access Printing Issues

  1. Check NetExtender settings to ensure local traffic and file copying are allowed
  2. Verify that login scripts are correctly installed on the desktop
  3. Confirm drive connection settings
  4. Ensure the remote computer has necessary permissions for local file access
  5. If you can't print or save files when using a remote desktop connection:
    • Verify your server connection
    • Check that you're connected to the correct server
    • Ensure your network drives (like K drive) are online
    • Use any available troubleshooting scripts provided by your IT support

Brother Label Printer Issues

  1. Check the device manager to ensure the printer is recognized
  2. Download and install the correct Brother drivers for your specific model from the manufacturer's website
  3. Manually install the printer through your computer's printer settings
  4. For QL-710W connectivity issues, add the printer through device settings and run a test print
  5. If the printer is blinking red during a test print, this may indicate a driver or connection problem

Print Quality Issues

  1. If your printer is producing lines or marks on printed pages, use the built-in cleaning function in the printer settings
  2. For persistent issues, contact the printer manufacturer's technical support
  3. Professional servicing may be needed if self-cleaning doesn't resolve the issue
  4. For Canon printers with line issues, a technician may need to clean components like the transfer cleaner assembly and ITB (Image Transfer Belt)
  5. Regular maintenance can prevent quality issues - use built-in cleaning functions periodically and keep the printer clean
  6. If you notice lines or creases when printing on letterhead, especially from a specific printer drawer, stop the print job to prevent wasting paper and check the drawer for paper alignment issues

Printer Sleep Mode Problems

  1. Check and extend the printer's sleep timer settings to the maximum available time
  2. Consider assigning a manual IP address to prevent automatic sleep mode
  3. Create a TCP/IP port on your computer to maintain a more consistent connection

Canon Auto-Toner System Issues

  1. If your Canon printer stops communicating with the auto-toner system:
    • Ensure the printer is turned on and connected to the network
    • Perform a communication test
    • If the test fails, try turning off the main power and then turning it back on
    • For persistent issues, contact Canon Customer Service at 1-800-613-2228 or email autotoner@cusa.canon.com
  2. Note that if communication fails, you risk running out of toner without warning, which can cause unexpected downtime
  3. The auto-toner service automatically tracks printer toner usage and remaining percentage
  4. When toner reaches a low threshold, replacement toners are automatically shipped to prevent running out

USB Connection Recognition Issues

  1. If you're experiencing repeated 'USB Device Not Recognized' pop-up messages:
    • Disconnect all USB devices
    • Try the device in a different USB port
    • Check for any physical damage to the USB port or device
    • Update USB drivers if the problem persists

Software-Specific Printing Issues

Draft Form Printing Issues

  1. If you see 'NO CONTENT' when trying to print draft forms, try refreshing the page
  2. Clear your browser cache
  3. Restart your computer

SurePrep Printing Issues

  1. If you're having trouble printing SurePrep workpapers to GFR:
    • Attempt to rename and re-download the binder
    • Give the download sufficient time to complete before cancelling
    • Check if the issue is specific to a particular client or binder
    • Verify the file can be opened on your machine
  2. If you encounter an error preventing you from printing an engagement:
    • Fully close the engagement binder
    • Sign out of the application
    • Sign back in and attempt to print again
    • Check if the engagement is still processing on the SurePrep server
    • Wait for the 'DWP PDF Printing' process to complete
  3. For persistent issues, contact SurePrep support for further assistance

Scanner and Email Issues

  1. If scanned documents are delayed when sending to email, try restarting the printer
  2. Check your network connectivity and ensure email settings are correctly configured
  3. For new copiers where the address list isn't showing when trying to scan to email, verify network connectivity and printer configuration settings
  4. Ensure the copier is properly connected to the email system or directory services

Remote Desktop Connection Issues

  1. If you can't print or save files when using a remote desktop connection:
    • Verify your server connection
    • Check that you're connected to the correct server
    • Ensure your network drives (like K drive) are online
    • Use any available troubleshooting scripts provided by your IT support
  2. Log out and log back into the system

When to Contact IT Support

If you've tried the above steps and are still experiencing issues:

  • Contact your IT support team if you cannot clear stuck print jobs directly from the printer's control panel
  • IT support can remotely access the printer's computer, clear the print spooler, and remove stuck documents from the print queue
  • For persistent printer problems that the above steps don't resolve, reach out to IT support for further assistance

Note: Always ensure you have saved any important documents before attempting to troubleshoot printer issues, as restarting services or your computer may cause unsaved work to be lost.

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