Print job leaves queue but doesn't print

Hello,

I'm working with a remote user with an HP H470 printer and a Windows 7 laptop. When he tries to print something, you can see the print job enter the queue, then it leaves the queue and the printer acts like it's about to print something, and then it stops and nothing happens.

We've tried restarting, reinstalling drivers, connecting with bluetooth and USB and there's been no change. I'm not sure what else to look at. Is there a way to determine if it's just a bad printer and needs to be replaced?

Thanks.

Chris Hansen