HP DeskJet 2755e: documents stuck in queue - Solution

⚠️ SAFETY WARNING. This appliance is powered by mains electricity. Although troubleshooting print queue issues is predominantly software and network-related, should it become necessary to inspect the printer's interior for paper jams or mechanical checks, it is imperative to always disconnect the power cable. ReeFix provides this diagnosis EXCLUSIVELY for educational and informational purposes.

HIGH PRIORITY

• Cause 1: Corrupted or stuck Windows Spooler (Probability: 45%)

  • Why it happens: The operating system's spooling service (spoolsv.exe process) manages print jobs. If a temporary print file (.SPL or .SHD) becomes corrupted or the service gets stuck during transmission, the entire queue halts. The printer is physically functional (prints internal reports) but does not receive data from the PC.
  • Key signs: Documents remain stuck in the queue with statuses like "Deleting...", "Printing..." or "Error - Printing" and do not disappear even after restarting the PC.
  • Quick checks (DIY):
    1. Restart the PC and the printer. If the problem persists, proceed.
    2. Open "Services" (search for services.msc in the Start menu), find "Print Spooler", right-click and select "Stop".
    3. Navigate to the system folder C:\Windows\System32\spool\PRINTERS and delete all files within it.
    4. Restart the "Print Spooler" service (same procedure as step 2, but selecting "Start").
  • Costs: 0€ (your own time).
  • Typical user error: Attempting to delete documents from the queue without first stopping the Spooler service, which can further lock up the system.
  • Decision: Repairable by yourself with basic software intervention.

• Cause 2: Unstable WSD (Web Services for Devices) port (Probability: 30%)

  • Why it happens: The WSD protocol, used by Windows for quick installation, is extremely sensitive to changes in the printer's IP address (due, for example, to router's DHCP lease timeout) or micro-interruptions in the Wi-Fi network. This causes the PC to "lose" track of the printer.
  • Key signs: The printer appears as "Offline" on the PC, but it is powered on, connected to Wi-Fi (solid blue light), and responds to a ping test from the computer.
  • Quick checks (DIY):
    1. Find the current IP address of the HP DeskJet 2755e printer (usually by printing a network configuration report from the printer's panel or via the HP Smart app).
    2. From the PC, open Command Prompt (search for cmd) and type ping [printer_IP_address]. If replies are received, the printer is reachable on the network.
    3. Open "Settings" > "Devices" > "Printers & scanners", remove the HP DeskJet 2755e printer.
    4. Add the printer again, choosing "The printer that I want isn't listed" -> "Add a printer using a TCP/IP address or hostname".
    5. Select "Standard TCP/IP Port", enter the printer's IP address. It is strongly recommended to configure a static IP address on the printer or a DHCP reservation on the router for this IP, to prevent future changes.

If your printer continues to appear offline for no reason, the fault is often with the WSD port automatically configured by Windows. By manually replacing it with a standard TCP/IP port and eliminating the WSD protocol, you will stabilize the connection once and for all.

*   **Costs:** 0€ (your own time).
*   **Often happens when:** The home router is restarted, the printer enters deep power-saving mode, or the Wi-Fi network experiences interruptions.
*   **Decision:** Repairable by yourself, requires minimal knowledge of network configuration.

MEDIUM PRIORITY

• Cause 3: HP+ cloud services connectivity issues (Probability: Medium)

  • Why it happens: The HP DeskJet 2755e, being an "e" series printer, relies on a constant internet connection to validate HP+ services, Instant Ink, and cartridge authenticity via HP's cloud servers. If the printer loses its WAN connection (while remaining connected to the local Wi-Fi network), the internal firmware may block the acceptance of external print jobs for policy reasons.
  • Key signs: The printer is connected to local Wi-Fi, but the HP Smart app or the Embedded Web Server (EWS, accessible by typing the printer's IP into the browser) indicate internet connection problems or HP+ service status issues.
  • Quick checks (DIY):
    1. Access the printer's EWS via browser and check the internet connection status and HP+ services.
    2. Ensure that the router does not block the printer's internet connection via firewall or filters.
    3. Unplug the printer from power for 60 seconds and plug it back in for a complete network reset.
  • Costs: 0€ (your own time).
  • Edge case: Internet service outages, restrictive router firewall configurations.
  • Decision: Repairable by yourself if the problem is a temporary network outage; otherwise, it might require a technician to verify router settings.

• Cause 4: Damaged printer driver or Windows registry (Probability: Medium)

  • Why it happens: Cumulative operating system updates, third-party software installations, or registry corruption can damage print driver files or associated dynamic link libraries (DLLs), preventing the spooler from correctly serializing the data stream.
  • Key signs: The problem persists even after cleaning the spooler and stabilizing the network connection. Generic or unknown print errors.
  • Quick checks (DIY):
    1. Completely uninstall the HP DeskJet 2755e printer driver from "Apps & features" and, if necessary, from Windows "Print Server" (search for printmanagement.msc).
    2. Download and install the latest version of the HP Smart software or the complete driver package directly from the official HP website.
  • Costs: 0€ (your own time).
  • When analysis can fail: If the corruption is deep within the operating system and requires an operating system restore.
  • Decision: Repairable by yourself with some patience; if reinstalling the driver doesn't resolve it, a technician might be needed for a more in-depth operating system diagnosis.

LOW PRIORITY

• Cause 5: AP Isolation or mDNS/Multicast issues in the router (Probability: Low - specific to mobile devices)

  • Why it happens: If the problem specifically occurs with printing from smartphones or tablets (via AirPrint or Mopria), the home router might have "AP Isolation" (Access Point Isolation) enabled, which prevents devices connected to the same network from communicating with each other. Alternatively, the router might not correctly handle multicast DNS (mDNS/Bonjour) traffic between the 2.4 GHz and 5 GHz Wi-Fi bands.
  • Key signs: Printing from PC works correctly, but mobile devices cannot find the printer or documents remain stuck in the mobile print manager.
  • Counter-examples: Printing from desktop or laptop computers works without problems.
  • Quick checks (technician or advanced user):
    1. Access the router's configuration panel.
    2. Look for and disable functions like "AP Isolation", "Client Isolation" or "Guest Network" if active for the main network.
    3. Verify the multicast bridging configuration between Wi-Fi bands (2.4 GHz and 5 GHz) if the router is dual-band and devices are on different bands.
  • Costs: 0€ (your own time for advanced user), technician cost for router configuration.
  • Decision: If printing from PC works and only mobile printing is stuck, consult a technician for router configuration if you are not familiar with advanced network settings.

• Cause 6: Printer's internal RAM saturation (Probability: Low)

  • Why it happens: The HP DeskJet 2755e is an economical printer with limited internal buffer memory. Sending very complex graphic files, unoptimized PDFs with multiple vector layers, or very high-resolution images can instantly saturate this memory. The printer stops receiving without clear feedback to the PC, leaving the queue in an incomplete transmission state.
  • Key signs: The problem only occurs with large documents or complex graphics. Simple text documents or low-resolution images print correctly.
  • Counter-examples: Printing internal test pages or short Word documents always works.
  • Costs: No hardware repair possible to increase RAM.
  • Prevention tips: Optimize PDFs before printing (reduce image resolution, flatten layers) or print complex documents in smaller sections.
  • Decision: If the problem is recurrent only with complex files, the printer might not be suitable for your needs. Consider replacing it with a model with greater memory capacity or one more office-oriented.

Additional diagnostic tips

To facilitate troubleshooting or ruling out connectivity issues, consider the following accessories:

• High-performance dual-band Wi-Fi router (to optimize mDNS management and band stability): TP-Link dual-band Wi-Fi router