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HP Officejet 4620 and Deskjet Ink Advantage 4620 e-All-in-One Printer Series - Apple Mobile Devices (AirPrint): Document Does Not Print or is Stuck in Print Queue

Issue

When you try to print from your iPad, iPhone, or iPod touch to your HP printer using Apple AirPrint, your Apple mobile device shows that the print job is printing, but the print job does not print.

NOTE: AirPrint is a registered service of Apple for exclusive use with its products, including iPads, iPhones, and iPods. If you have a non-Apple mobile device and are looking for a mobile printing solution, click here for instructions on setting up and printing with HP mobile apps .

This issue occurs when the Apple device and the HP printer are connected to the same network. The HP printer displays on the Apple device, and a print job can be sent to the HP printer, but the HP printer does not print the job.

When this happens, a message indicating that the print job is printing or pending might or might not remain on the screen of the Apple device.

Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Solution one: Restart all devices and check connections

Follow these steps to restart the network router, the HP printer, and the Apple device, and then try the print job again.

Step one: Restart the router, HP printer, and Apple device

Follow these steps to restart the router, HP printer, and Apple device.

  1. Turn off the router. Check with the router manufacturer for instructions on how to turn off the router.

    NOTE: Do not reset the router.
  2. Press the Power button to turn off the HP printer.

  3. Turn off the Apple device.

  4. Turn on the router, and then wait 30 seconds to let it complete its start-up process.

  5. Turn on the Apple device by pressing and holding the Sleep/Wake button ( ) until the Apple logo opens.

  6. Press the Power button to turn on the HP printer.

Step two: Print a network configuration page

Follow these steps to print a test page.

  1. Load plain white U.S. letter or A4 size paper in the tray.

  2. On the HP printer control panel, press the Setup button ( ).

  3. Press the button ( ) next to the Down Arrow ( ) until Reports displays next to OK , and then press the button next to OK .

  4. Press the button next to the Down Arrow ( ) until Network Configuration Page displays next to OK , and then press the button next to OK again. The configuration page prints.

    Figure 1: Example of a configuration page

    Image: Example of a configuration page.

Step three: Check your wireless connection

Refer to the configuration report as your follow these steps to make sure that the HP printer and the Apple device are connected to the network.

  1. Check the Network Name (SSID) of the configuration page. Make sure that the SSID is the same as the name of the wireless network for your networked HP printer.

    • If the HP printer is connected to the correct wireless network , continue to the next step.

    • If the HP printer is not connected to the correct wireless network , click here to review instructions on how to install your HP printer on a wireless network .

  2. Set the configuration page aside for use later in these steps.

  3. Make sure that the Apple device is connected to the same network as the HP printer by following these steps:

    1. On your Apple device, tap the Settings icon ( ).

    2. Tap Wi-Fi .

    3. If the selection box next to Wi-Fi is set to Off , tap the box to select On .

    4. Under Choose a Network... , make sure that there is a checkmark next to your wireless network name.

    5. Tap the Blue Arrow ( ) next to your wireless network. Information about your wireless network, including the IP address, displays.

    6. Refer to the configuration page that you printed earlier. Make sure that the first three sets of numbers of the HP printer's IP address, found on the report, match the first three sets of numbers of the IP address displayed on the Apple device. For example, if the HP printer's IP address is 192.168.1.xx, then the Apple device's IP address should be 192.168.1.xx. The last set of numbers, indicated by xx in the example, should not match .

Step four: Try to print from the Apple device

  1. Load clean, plain white paper into the paper tray.

  2. On your Apple mobile device, open a photo or webpage:

    • Photo : On your Apple mobile device, open Photo or Photo Gallery , and then open a photo of your choice.

    • Webpage : Open Safari , and then browse to a webpage of your choice.

  3. Tap the Action icon ( ) or ( ), and then tap Print .

  4. If your printer does not display on the Printer line under Printer Options , tap Select Printer to open a list of networked printers, and then tap the name of your printer.

  5. When your printer displays on the Printer line, tap Print .

  • If these steps resolved the issue , you do not need to continue troubleshooting.

  • If the issue persists , continue to the next solution.

Solution two: Clear the print queue in Print Center on your Apple device

Follow these steps to open Print Center on your Apple device, and then clear the print queue.

  1. On the Apple device, double-click the Home button ( ). Print Center opens as the most recent app in the recent list at the bottom of the Apple device screen.

    NOTE: The Print Center app only opens if there are one or more print jobs in the printing queue.

    The number inside the red circle, or badge, in the upper right corner of the Print Center app indicates how many print jobs are in the queue.

    Figure 2: The Print Center app icon on the Apple device

    Image: The Print Center app icon on an Apple mobile device
  2. If the Print Center app does not open, use your finger to scroll left and right through the recent list to view any additional apps.

    • If, after scrolling left or right, the Print Center app still does not open , skip to the next solution to move the Apple device and the HP printer closer to the router.

    • If, after scrolling left or right, the Print Center app opens , continue with these steps.

  3. Tap the Print Center app. If there are two or more print jobs in the print queue, the Print Order window opens.

    Figure 3: The Print Order window for multiple print jobs

    Image: The Print Order window for multiple print jobs
    NOTE: If there is only one print job in the print queue, the Print Summary window for that job opens.

    Figure 4: The Print Summary window for one print job

    Image: The Print Summary window for one print job
  4. To clear the print queue, tap the first print job in the Print Order window. The Print Summary window for that print job opens.

  5. In the Print Summary window, tap Cancel Printing , and then wait for the print job to cancel.

  6. Repeat these steps for each print job in the Print Order window.

  7. Load clean, plain white paper into the printer paper tray.

  8. Press the Power button to turn on the printer, if it is not already on.

  9. Try to print from the Apple device to the printer again.

  • If these steps resolved the issue , you do not need to continue troubleshooting.

  • If the issue persists , continue to the next solution.

Solution three: Move the Apple device and the HP printer closer to the router

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Follow these steps to move the Apple device and the HP printer closer to the network router, and then try the print job again.

  1. If there are any jobs in the Print Center on the Apple device, follow the steps in this document to clear print jobs from the print queue.

  2. Move the Apple device and the HP printer closer to the router. If the Apple device and the HP printer are not in the same room as the router, move them into the same room as the router.

    NOTE: Do not move the Apple device or HP printer closer than 1.8 meters (6 feet) from the router. Otherwise, the connection might fail.
  3. Load clean, plain white paper into the HP printer paper tray.

  4. Press the Power button to turn on the HP printer, if it is not already on.

  5. Check the HP printer control panel display for any error messages.

    • If an error message displays on the HP printer control panel, click click here to go to the HP Customer Care website , and then find the document that troubleshoots that error message for your HP printer.

    • If an error message does not display on the HP printer control panel, continue to the next step.

  6. Try to print from the Apple device to the HP printer again.

  • If these steps resolved the issue , you do not need to continue troubleshooting.

  • If the issue persists , continue to the next solution.

Solutions did not resolve the issue?

If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.

HP Consumer Forums
See what other customers are saying at the HP forums .

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